Six Steps to Effective Problem Solving
In the previous post (The Three Phases of Problem Solving) I discussed the three common and universal phases of effective problem solving. Though the phases are common, the steps used to process these phases are as varied as the number of problem solving processes available. I have seen methods with as many as 24 steps. It is my opinion that the process should be “user friendly.” Using a method should not be problematic in itself. Therefore, I have identified six simple steps to effective problem solving. These steps guide an individual and team effectively through the three phases.
Phase I: Identify the Problem – ( Steps 1-3)
There are three distinct activities in this phase. Each is treated as an action step. The first action step is the “reaction” to the initial indicator that a problem exists. My approach calls this initial indicator an “Alarm.” It is a signal or “red flag” that warns or alerts observers of potential difficulties. Key to understanding the alarm is the step that an alarm is an “indicator of a possible problem.” Since problem solving is reactive, it is important to safeguard against “under” reaction and “over” reaction. The alarm signals the team to pay attention. The alarm is information. The sole purpose of the alarm step is to recognize an indicator of a potential problem and to accurately describe the indicator in terms of what has been observed.
The second action step of identifying the problem is to find a way to measure the alarm in order to determine if it is or is not a problem. My process calls this standard of measurement an “Expectation.” The expectation is the assumed or explicit measurement that triggered the alarm. It is the standard of measurement that will be used to measure and define the problem. The existence of a problem implies that there is an “expected result” that is being hindered. The reactive nature of problem solving is based on something not being as it is expected. The expectation is a description of the acceptable situation, at minimum, or the ideal state, at best. It may be a policy statement, a recurring procedure or precedent, a standard of measurement, a benchmark, a goal, an objective, a desired result or a best case scenario. It is impossible to define a problem accurately without a standard of measurement.
The third action step of identifying the problem is to accurately define the problem by measuring what has occurred (the alarm) against what was expected to occur (the expectation). My process calls this comparison and resulting measurement of the difference the “Surface Problem.” A surface problem is an obstacle that blocks the expectation. It is the gap or difference between the alarm and the expectation. This condition, difference or gap is unacceptable. Surface implies that the problem is immediate and observable. However, what is visible is not the entire problem. In some terminology, the surface problem might also be called the symptom. A surface problem is caused by single or multiple, less visible sources.
The Identify The Problem phase is complete when the indicator of a potential problem (the alarm) has been described and measured against the expectation, resulting in an accurate definition of the surface problem.
Phase II: Expose the Root Causes – (Step 4)
There is one single purpose in both this phase and the one action step, to completely expose the root system that feeds and fuels the surface problem. My process calls this search the “Root Causes.” These are the factors that fuel the surface problem. They are the source of the problem condition and the tributary events that bring about the problem. While exposing the root causes is simply stated, the work of exposing causes is challenging. The nature of root causes is that they are hidden and not immediately obvious. Therefore, problem-solvers must “dig” and “search” for all source causes. My process describes a way to conduct this search and incorporates a way to conduct the search and guide the problem solvers to the root causes.
The Expose the Root Causes phase is complete when the root causes to the surface problem have been identified and exposed to analysis.
Phase III: Create the Solution(s) – (Steps 5 & 6)
There are two steps in this phase with each separate activity treated as an action step. My process calls this fifth step “Solutions” to the problem. This is the course of action chosen to address the root causes and solve the problem. This is the point where creativity is required. My process describes a way to generate creativity and guide the problem solvers to creative, viable solutions.
The sixth step of my process, “Tactical Plan,“ details the implementation of solution(s). To complete the task, problem solvers must develop and implement a tactical plan. My process describes a way to guide the problem solvers to viable solutions.
The Create the Solutions phase is complete when the viable and effective solution(s) to the problem has been selected and effectively implemented.
My complete process is called, Creative Root Cause Analysis, a highly effective and easy to use problem solving tool.
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Next post: The Power of Probing Questions.