There’s an old saying that contains a great deal of wisdom:
When problem solving, don’t just put out the fire – find the guy with the match!
Another saying admonishes us to make sure that we solve problems completely. It simply says:
Hold every problem under water until it drowns!
Learning Effective Problem Solving
Both of these statements are aimed at communicating one thing to those of us who are in the problem solving business – and that is that far too often, problems are never solved because people are addressing the symptoms instead of identifying and killing the real root cause.
My forty plus years of experience as both a technical and business problem solver have taught me some powerful lessons. Here are a few of the things I’ve learned when it comes to effective problem solving.
- Most of the time, the root of the problem is deeper than you think. Just like a pesky dandelion in your yard, the flower (symptom) waves in the wind, but the root of the plant (the real cause) is hiding deep in the ground. You can chop the top off all you want, but until you extract or kill the root, the plant (problem) is going to keep coming back.
- Be patient. Taking the time to think things through, and being careful not to overreact, is important in the problem solving process. Cool, logical, analytical heads always prevail.
- Listen to the process. Every business process has a story to tell if you listen closely. Observations, data collection and analysis, and a healthy dose of common sense can be integrated to create a picture of what is going on. Just as a doctor uses the skill of observation, combined with information in the form of test results, to diagnose what is wrong with a patient, so must you combine all of the information you can gather to understand the problem with which you are dealing.
- Test your theories. The ultimate test in solving a problem is not “did it go away.” Where the rubber meets the road is in answering the question, “Can you turn it on and off?” Being able to turn a problem on and off means that you have identified the causative factors that, under the right conditions, allow the problem to manifest itself.
- Verify effectiveness of your solutions. When you finally put corrective actions in place, always monitor the process for a period if time to make sure that the problem never rears its ugly head again.
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