Problem Solving: Simple Steps to Quantum Leaps

“If only this burden was taken away from me!” “Why me...?” “It’s an impossible situation?” “How am I going to solve this hassle?” “Will I make my financial obligations this month” “I guess we all have to endure...” “I just cannot.... without...”

It is our ability to problem solve that allows us to win in the game of life.

May I share with you a well known, traditional approach to problem solving with some insights worth considering? Perhaps using both a left and right brained approach will result in a whole solution.

1.            Identify the Problem

The first step in solving a problem is to identify or observe the problem. The truth is that we identify the effects, indications or symptoms. When we are able to identify the problem correctly, we are then able to continue to the progressive problem solving steps. The absence of correct identification are vagueness, ambiguity, exaggeration and soon emotional involvement. This results in the proverbial “not being able to see the wood for the trees”.

2.            Analyse and Research the Problem

Do we really know the root cause of the problem, or do we think know? Not unless we have used a reliable, valid and objective methodology that goes to the root causes.

There are many ways to embark on root cause analysis exercises. The purpose of this article is not explain this, but to emphasise the importance of systematic thinking. The Japanese have a philosophy called the “5 Why’s” to solving quality problems. For example, a staff member is identified as being a regular latecomer at work. We decide to interview him. During the interview we use this probing technique:

Manager:            Why did you come to work late?

Employee:           I caught the bus late...

Manager:            Why did you catch the bus late?

Employee:           I got up late...

Manager:            Why did you get up late?

Employee:           I slept late... (At this point we are tempted to be emotional and probably irrational, but halt! These are 5 whys...)

Manager:            Why did you sleep late?

Employee:           My baby was crying... (At this point you thinking but I did not know he had a baby...)

Manager:            Why was the baby crying?

Employee:           No money. No food. Baby is going to sleep hungry.

The lessons are simple:

·        Be prepared for a paradigm shift

·        Be non-emotional and objective

·        Stick to the facts and sequence (I believe in intuition which Gavin De Bekker in his book, The Gift of Fear, defines as “knowing without knowing why” This sense of awareness should lead you to gather supporting evidence in stage 2)

·        Get to the root cause (and yes, it may take more than 5 Why’s)

3.            Generate Solutions

This is perhaps the stage that most think is the real problem solving. It’s only effective when we have done steps one and two. The best way to generate solution is to brainstorm (interestingly the term ‘brainstorming’ has been recently declared politically incorrect and offensive by certain diversity and mentally challenged groups…the new suggestions are “thought showers” or “blue sky thinking”)

“Thought showers” are a process of generating as many possible solutions, whilst suspending criticism. The latter half of this definition can be often forgotten when some may share ideas which seem ridiculous. The truth is that sometimes such a thought may lead to the best solutions.

Be creative. Think out the box! Whereas step 2 was left brained thinking; step 3 is right brained thinking.

 4.            Choose and Evaluate the Best Solution

 Which of these solutions shall I choose? What determines the best choice? Consider time, money, practicality, buy-in, policy decisions, long term or short term (not all quick fixes are bad), credibility, flexibility and many other factors as appropriate.

 5.            Implement the Solution

 To implement effectively and efficiently, one needs good management skills and the ability to execute the four primary tasks of Plan, Organise, Lead and Control.

 It is wise to create an Action Plan that includes: action steps, persons responsible, budgets allocated and due dates and interim follow ups.

 I believe that the simple skill and mindset of problem solving can elevate the performance of an entire business. Each person from top to bottom of an organisation should be empowered to take initiative and learn problem solving skills. It’s the easiest way to shift a blame culture to one of responsibility.