How To Solve Problems

Most of us go about our daily routine solving problems without even thinking about it. But sometimes a lot can be gained by exactly that: thinking about it.

Likely you have heard of the 6 step problem solving model. For review, here it is again:

1. Define the problem
2. Identify causes
3. Brainstorm alternative solutions
4. Evaluate and select the best solutions
5. Implement the best solution
6. Evaluate results and ensure the solution is imbedded

For the next several Learning Links, we will discuss problem solving using the model above. For now, let's focus on defining the problem. Odd enough, this is the step that is often shortchanged or omitted entirely. If you don't accurately define the problem, chances are the solution is going to be inadequate or fatally flawed. The simplest way to define the problem is the difference between the actual and desired state. In other words what is going on now and what should be going on? What is the gap between those two and (later) how can we close it?

What's the question?
It is often helpful to define the problem as a specific question. For example, "How can we do more with less using existing resources?" Notice that stating the problem this way makes certain assumptions, namely that we will not add additional resources and that we will increase output or efficiency. So it becomes obvious that defining the problem correctly makes a huge difference in how you approach solutions.

As you are defining the problem you may find it helpful to collect data and examples to substantiate your case. It is important to do this objectively so that the data is not selectively chosen to support your definition of the problem, but rather provides unbiased input. An example comes to mind of a water purification plant in which there had been a recent change in the work shifts of employees. For some reason, data indicated that there began to be a substantial increase in bacteria on Monday and Tuesday which did not show up on other days. The known issues are: there was a change in work schedules, and impurities increased. After a long series of investigations and data gathering, it was finally determined that the shift changes primarily affected weekend shifts meaning that portions of the purification plant had begun to close down on Sundays. This allowed bacteria to collect and grow resulting in the increased readings on Mondays and Tuesdays as the infrastructure flushed out impurities. As you see, having reliable data made a huge difference in solving the right problem and actually saved time in the process.

Assumptions
Another key issue in defining the problem is to surface and clarify assumptions you may be making. If you were assuming last year, for example, that the economy would continue to grow, then your business model probably would be very flawed. Looking back, it is easy to see how such factors should have been considered, but if the assumption is that things will remain more or less the way they are or will get better, then you could be in for a surprise.

What to do this week
On your next problem solving experience, even a small one, take the time to define the problem on paper and phrase it as a question. Draw a very crude graph of what the actual state is and the desired state and if possible put numbers/measures to it. Then begin getting data to confirm that this is the actual problem. (In future sessions we will talk about brainstorming solutions and evaluating those solutions).