| Problem Solutions Matrix |
| Directions: You will use this matrix to record previous attempts to address the problem and proposed problem solutions. Complete the columns on the matrix as directed. For the "Previous Problem Solution/Proposed Problem Solution" column, include a detailed description of the solution, including the source of the solution. In the case of a previous solution, the source could be a manager interview, while the source for a proposed solution could be a link to an online reference article or resource. All other columns must rank the specified element as it relates to the solution using a 1, 3, or 5, with 5 being the highest ranking. Note that the "Customer Importance" column is weighted at twice the value of the other categories, since the impact of a solution on customers if of utmost importance. For example, if the solution was very important to the customer experience, it would earn a 5. If that same solution was only a 1 in efficiency and quality, then a 1 would be used in those two columns. If employees were somewhat satisfied with the solution and it was in the middle in terms of cost effectiveness, then both of those columns would be ranked as a 3. When calculated, the overall solution score would be 18. This number could then be used to compare the solution to others as a means of determining whether or not it should receive further consideration for implementation as a problem solving strategy. |
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| Customer Importance | Efficiency | Quality | Employee Satisfaction | Cost Effectiveness | Solutions Score |
| Previous Problem Solution | Rank each items as a 1, 3, or 5 with 5 as highest ranking. Note: Customer Importance is weighted more heavily than other categories. |
| Ex: Update and provide more training to Call Center staff | 3 | 1 | 3 | 3 | 1 | 14 |
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| Proposed Problem Solution | Rank each items as a 1, 3, or 5 with 5 as highest ranking. Note: Customer Importance is weighted more heavily than other categories. |
| Ex: Change CRM rules for highest error categories | 3 | 5 | 5 | 5 | 3 | 24 |
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March 23rd, 2022 
Posted in 