Problem Reports (A3)

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Overview

Problem Reports is the issue-tracking feature that uses the A3 methodology to help your team systematically identify, analyze, and solve problems. By following a structured approach, you ensure issues are thoroughly documented, root causes are identified, and effective countermeasures are implemented.

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What is A3 Problem Solving?

The A3 methodology is a structured problem-solving approach developed by Toyota. The name comes from the A3 paper size used to document the entire problem-solving process on a single sheet. This approach ensures:

• Thorough analysis — Problems are fully understood before solutions are proposed
• Root cause focus — Address the underlying cause, not just symptoms
• Accountability — Clear ownership of actions and follow-up
• Continuous improvement — Learn from each problem to prevent recurrence

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When to Submit a Problem Report

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How Problem Reports Differ from Quality Inspections

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Creating a Problem Report

Problem reports follow a 5-step process that guides you through the A3 methodology. Each step builds on the previous one to ensure comprehensive problem analysis.

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The 5-Step Process

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Step 1: Basic Information

Start by providing essential context about the problem.

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Naming the Issue

Create a clear, specific problem statement: Good examples:

• “Vehicles consistently missing key tags after detailing”
• “Water damage on vehicles parked in Lot C during rain”
• “Delayed CR completion due to inspection bottleneck”

Avoid:

• Vague names like “Quality issue” or “Problem with cars”
• Solution-focused names like “Need more staff”
• Blame-focused names like “John’s mistake”

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Selecting the Problem Area

Choose the operational area where the problem occurs:

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Choosing the Location

Select the specific location where the problem is occurring. You’ll see locations assigned to you by your administrator.

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Assigning Responsibility

Optionally assign the problem to a team member who will own the resolution:

• The assignee receives notifications about the problem
• They’re responsible for driving the problem to closure
• You can assign yourself or leave unassigned initially

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Step 2: Facts (5W2H Analysis)

The 5W2H method ensures you capture all relevant facts about the problem. This structured approach prevents jumping to conclusions and ensures thorough understanding.

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Understanding 5W2H

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Completing the Facts Form

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Step 3: Potential Causes

After documenting the facts, identify possible root causes. The goal is to understand why the problem is occurring, not just describe what’s happening.

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Root Cause Thinking

Ask “Why?” multiple times:

1. Why are key tags missing? → Tags are removed during wash
2. Why are they removed during wash? → To prevent water damage
3. Why aren’t they replaced after? → No designated replacement step
4. Why is there no replacement step? → Process wasn’t designed for it
5. Why? → Original process assumed different tag type

This “5 Whys” technique often reveals the true root cause.

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Adding Potential Causes

You must add 2-5 potential causes for each problem report. For each cause:

1. Tap Add Cause
2. Describe the potential cause clearly
3. Add additional causes as needed
4. Review all causes before proceeding

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Writing Effective Cause Statements

Good cause statements:

• “Process step missing: no instruction to replace tags after wash”
• “Equipment issue: tag hooks damaged and not holding tags securely”
• “Training gap: new team members not trained on tag handling”
• “Environmental: water pressure too high, damaging tag attachment”

Avoid:

• Blame statements: “John doesn’t do his job”
• Vague causes: “People aren’t careful”
• Solutions disguised as causes: “We need new tags”

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Step 4: Actions (Countermeasures)

For each potential cause, create action items that address the root cause. Actions should be specific, measurable, and assigned to owners with due dates.

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Creating Effective Actions

For each action, specify:

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Writing SMART Actions

Use the SMART framework for effective actions:

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Common Action Types

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Step 5: KPI Impact Assessment

Assess how the problem impacts key performance indicators. This helps prioritize problems and track improvement over time.

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Understanding SQDC+E

The five KPI categories represent areas critical to operations:

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Rating Impact Levels

For each KPI, select the impact level:

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Impact Assessment Examples

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Submitting the Report

After completing all five steps, review your entries and submit the report.

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Review Before Submitting

The final screen shows a summary of your report:

1. Basic Info — Issue name, area, location, assignment
2. Facts — 5W2H responses
3. Causes — 2-5 potential causes listed
4. Actions — Countermeasures with owners and due dates
5. KPI Impact — Impact ratings for each category

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Submitting

Tap Submit Report to create the problem report. During submission:

• A loading indicator shows progress
• Stay on the screen until complete
• The form is disabled while submitting

After successful submission:

• A success message confirms “Problem report submitted successfully!”
• The report is assigned an ID and status (Open)
• Assigned team members are notified
• You’re returned to the Problems list

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Managing Problem Reports

After submission, problem reports move through statuses as they’re worked on and resolved.

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Problem Statuses

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Viewing Your Problems

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Updating Problem Status

To update a problem’s status:

1. Open the problem details
2. Tap the Status button
3. Select the new status:
   • Open → In Progress (when work begins)
   • In Progress → Closed (when resolved)
   • Closed → In Progress (if problem resurfaces)
4. Confirm the status change

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Adding Follow-Up Information

As you work on a problem, you can add notes and updates:

1. Open the problem details
2. Scroll to the Activity section
3. Add comments about progress, findings, or blockers
4. Notes are timestamped and attributed to you

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A3 Best Practices

Follow these guidelines to get the most value from problem reports.

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Writing Effective Problem Statements

Template: “[What] is happening [where], resulting in [impact]. This started [when] and affects [who/how many].” Example: “Key tags are being lost during the detail process in the main detail bay, resulting in unidentified vehicles reaching the sale lot. This started on December 10th and affects an average of 4 vehicles per day.”

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Conducting Root Cause Analysis

1. Don’t stop at symptoms — Keep asking “why?” until you reach a cause you can address
2. Consider multiple causes — Problems often have more than one contributing factor
3. Look for system issues — Individual mistakes often point to process or training gaps
4. Verify causes with data — Confirm your hypothesis before proposing solutions
5. Involve others — Team members closest to the work often have the best insights

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Writing SMART Actions

Every action should pass this test:

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Following Up on Actions

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Troubleshooting

Common issues and how to resolve them.

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Form Issues

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Submission Issues

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Status and Update Issues

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Still Need Help?

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