Drive Problems To Resolution
How are problems handled in your Organization? Are issues correctly and efficiently resolved because thought processes and work processes are integrated smoothly? Chances are you probably see room for improvement. And improvement is best achieved through better thinking by applying effective thinking skills that increase productivity, improve employee morale, and contribute to a competitive edge.
The widgimijet is broken again. Does this sound familiar? This time it is a complaint e-mailed to you by your largest customer, and they want answers, ASAP! Last time it was found by an operations specialist who was really excited you listened to her, too bad you were too busy to deal with it then. Or, the time before when the problem was found by Quality Control but product had to be shipped that day, you know how it is. So, who has information about this problem right now? Anybody know what “the widgimijet is broken” means? Has this ever happened in your organization? Has it ever happened to you?
If this sounds like the daily routine in your organization, take a step back and consider that problems require a precise definition. Do we all share the same terminology to define exactly what is meant by “problem”? Would it be helpful if we did? Exactly what is wrong with the widgimijet?
Until we know the exact problem we can not decide how best to resolve it or who to involve in the problem resolution process.
What is the problem resolution system in your organization?
- Who can articulate that process?
- When it first becomes known that there is trouble, exactly how is it handled?
- Is there a jump to action with fixes that seemed to work last time?
- Any data collected?
- If so, who does what with it?
- When does a problem situation get escalated to another level or department?
- Is there someone around here we can blame?
- If not resolved by when, what happens?
- Compared to the other issues on your plate, how important is this one anyway?
- They know the key questions to ask for the rapid acquisition of critical data.
- They know when to create a hypothesis about the cause of the problem.
- They know how to test their hypothesis rigorously to see if it makes the most sense.
- They know how to verify that indeed they have found the root cause of the problem.
People who have been trained in the time tested problem solving process offered by Applied Thinking Skills know exactly what to do at each step of the thinking process of problem solving.
Once sure of the cause they take corrective action, but not before methodically working through decision thinking to choose the one that will be best. Action to permanently remove the cause is the goal. They also think about the fact that they don’t want this problem again. Thought and then actions are taken to prevent it from ever happening again.
Organizations need people who can solve problems, not just be aware of them. Organizations need good problem solvers and a good problem resolution system. They need both to get better and faster in a world where speed counts.
We would not for a minute, have an undetailed, unstructured work process. Any certification group requires it. As problems become more complex and fuzzy and the rate of change accelerates, there is a critical need to have a powerful problem solving and problem resolution process in place, as detailed and structured as any best practice.
Contact Applied Thinking Skills at tomw@appliedthinkingskills.com to recalibrate your thinking systems.
Revised and edited since original printing in the Saratoga Business Journal, December 2004
Email Tom Wersten to schedule your corporate seminar in decision making, issue resolution management, problem solving, or forward thinking today!