ABSTRACT
Obvious and complicated problems always require analysis that is, breaking the problem down into a sequence of technical events. Complex problems are problems for which the cause and effect are explainable in retrospect. The issue has not been seen before and there are no known solutions or best practices available. The team needs to look for new ways to solve the problem. As opposed to obvious and complicated problems, complex and chaotic problems require synthesis. The team solving these kinds of problems needs to investigate how factors and symptoms interact to create the problem. Having validated the problem, it needs to be investigated. This is done by creating a Critical to Quality tree related to the problem, in which the customer’s perspective of the problem is mapped out. Customers of an Information Technology (IT) organization were highly dissatisfied with the service. A part of the IT organization was responsible for carrying out network installations and changes.
