Problem solving
All people have to face and solve problems on a daily basis, both in their private and professional lives. To do this they deploy analytical skills and promptness in identifying solutions.
Especially in the workplace, it is possible to apply techniques that help resolve complex situations and make coherent and rational decisions regarding the problem to be faced.
The first thing to do to solve a problem is to identify it. Sometimes bad choices are motivated by an incorrect definition of the problem.
A simple method to avoid these mistakes is the “5 whys” approach.
«5 WHYS» APPROACH
Before thinking about possible solutions it is useful to identify the root of the problem you want to address.
With this method you simply need to ask “why?” five times to get to the root of a problem.
Finding out the root cause of a problem can often be useful before starting to think about possible solutions. In this approach, you simply ask ‘why?’ five times, to track the origins of the problem backwards.
The following example is set in an office and concerns the replacement of an employee and the arrival of a new resource. A superficial judgment would attribute the blame to the new employee while, with the “5 whys” approach, a more complex picture of the problem is obtained.
1.
The management system shows obsolete customer data. Why?
2.
Because the new employee did not update the data in the previous month.
Why?
3.
Because no one taught the new employee how to use the software.
Why?
4.
Because no one, other than the resource that was replaced, knows how to use that software. Why?
5.
Because the possibility of that resource leaving the company was not assessed, nor the difficulties of replacement and the need to update the IT skills of the staff estimated.
If the correction of the problem can be a simple update of the data, the “5 whys” method reveals a much more important problem: a lack of knowledge of the staff and an incorrect organization of work positions.
THE «6 STEP» TECHNIQUE
Finding the root of a problem is certainly a necessary step to reach the solution but it may not be sufficient especially if you are dealing with a particularly complex situation. Paying attention to the “6 steps” that follow will help you identify the right solution.
1.
DEFINE THE PROBLEM
The first thing to do is definitely understand what the problem is.
Try to make some hypotheses that help you define it:
What would happen if I took care of it right away?
What if I postponed it instead? Who would be the best person to solve the problem?
If it wasn’t your responsibility, something would change?
You can also try to describe the simple problem in one or two sentences maximum.
2.
FIND THE ROOT CAUSE
The problem and the source of the problem are not the same thing. In some cases you may find more than one cause for the same problem. Once you’ve identified one or more root causes, you can test your ideas to see if there is supporting evidence or if you’ve come to the wrong conclusion.
3.
IMAGINE DIFFERENT SOLUTIONS
It’s time to rely on creativity. First you can ask others how they have dealt with similar problems.
Create a list or mind map and force yourself to find multiple solutions to the same problem by asking yourself “what if?”…
4.
CHOOSE ONE SOLUTION
Now that you have an overview of the various possibilities, it’s time to choose a solution and move forward.
5.
IMPLEMENT THE CHOSEN SOLUTION
After choosing the solution, plan its implementation: how much time you will need, what resources, which people, etc. Decide what you need to do and what others need to do, and make sure others understand it.
Give yourself a time limit and choose a way to understand when the problem will actually be solved.
6.
EVALUATE THE SOLUTION
If the problem persists or actually gets worse, don’t continue with the same solution, it clearly doesn’t work! You may also need to go back to an earlier stage in the cycle and repeat some steps.
It’s okay to be proud of yourself if you solve the problem, but don’t stop there. Think about why that solution worked and whether you would do the same thing next time.
