Problem Solving Success Tips
By: Jeanne Sawyer
The ability to solve complicated problems quickly is more important
than ever in today's slowing economy. From the time we're little
kids, we're taught to solve problems by trial and error.
That's fine if the problem is as simple as a burned out light
bulb. When the problem is a muddle of business, technical and
political problems, we need something that helps us untangle
the mess. Unless you're Harry Potter, treating a mess like a
burned out light bulb is as effective as wishing for magic. Fortunately,
there are alternatives to magic.
Many key concepts in problem solving seem obvious but are often
overlooked, causing delays and frustration in getting important
problems solved.
Here are some tips and reminders that will help you solve messy
problems quickly and easily.
- Define the problem first. Explain what the problem is-what
went wrong, what are the symptoms, what is the impact on your
business. Write it down. Everyone who reads it should understand
what the problem is and why it's important. Caution: describe
the problem, not what you will do to fix it.
- Use your time for problems that are truly important. Just
because a problem is there doesn't mean you have to solve it.
If you ask, "what will happen if I don't solve this problem?" and
the answer is, "not much," then turn your attention
to something more important.
- Test your assumptions about everything. Check the facts first.
Be sure that you and your team understand the problem the same
way, and that you have data to confirm that the problem is important.
Test the assumptions about proposed solutions to improve the
chances your solution will actually solve the problem.
- Measure. The key question to answer is, "How will you
know when the problem is solved?" If you don't measure,
you won't know for sure. Use measurements to learn and portray
the truth-the real truth, not what you wish were true.
- Measure the right things. A common measurement trap is to
measure something because it's "interesting." If knowing
a measurement won't change anything (e.g., help you make a decision,
verify an assumption or prove the problem is solved), then don't
waste your time measuring it.
- Use your project management skills. Solving a big problem
is a project: you're far more likely to solve it successfully
if you treat it like one. That means you'll need to identify
tasks, make and adjust assignments, and keep track of what is
due when. Be sure to get appropriate management support for your
project.
- Look for solution owners rather than problem owners. Everyone
participating in the situation owns the problem, like it or not-and
nobody likes it. Avoid the finger-pointing trap by looking for
solution owners, i.e., the people who can do something to help
solve the problem. Helping with a solution is much more fun than
being blamed for a problem, so you're more likely to get the
response you need.
(C) 2001 Jeanne Sawyer. Reprinted with permission of the
author. Jeanne saves her clients money and keeps them off the
front pages. Check out her website at http://www.sawyerpartnership.com.
