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Activate Problem-Solving Mode

Picture of Sharon Robson By  Sharon Robson  ·  4 minute read

The Leader as Problem-Solver: A Bias for Action

The ability to swiftly and effectively solve problems is a non-negotiable skill for leaders. It's no longer enough to simply identify and analyse problems; we must foster a bias for action – an environment where swift decision-making and execution are prioritised, ensuring that we remain agile and responsive to the challenges that come our way.

The PDCA Cycle: A Foundation for Problem-Solving

A valuable framework to guide our thinking is the Deming/Shwart Cycle, often referred to by its steps: Plan, Do, Check, Act. This iterative approach encourages continuous improvement and provides a structured methodology for tackling challenges. While it may seem simple at first glance, its beauty lies in its adaptability to a wide range of situations, from resolving minor hiccups in workflow to navigating major organisational overhauls.

1. Problem Identification: Clarity in the Chaos

Before we dive into solutions, we need to be crystal clear about the problem we're facing. This involves:

  • Clearly define the problem: What are the specific symptoms? When and where does it occur? What is the impact? By meticulously outlining the issue, we avoid wasting time and resources on misguided solutions.
  • Gather data: Analyse data, metrics, and feedback to gain a comprehensive understanding of the problem's root cause. Don't rely on assumptions; let evidence guide your diagnosis.
  • Visualise the impact: Use charts, diagrams, or mind maps to illustrate the problem's effects on processes, teams, or the wider organisation. Visualisation can often spark insights and a deeper understanding of the challenge at hand.

Taking the time to clearly identify the problem saves time in the long run as you make sure that are are identifying and solving the "right" problem! Once you start unpacking problems you will find that a single problem is actually a cluster of related problems. If you can, craft a single like problem statement.

Problem Statement Template

"[What is the problem?] This is resulting in [what is the impact?]. The root cause appears to be [what is the potential root cause?]."

Example Problem Statement

"Our customer service team is experiencing a high volume of complaints regarding long wait times for support. This is resulting in decreased customer satisfaction and increased churn. The root cause appears to be a lack of adequate staffing during peak hours."

Key Elements of a Strong Problem Statement

  • Clarity: The problem should be clearly defined and easily understood.
  • Specificity: Provide specific details about the problem, including its scope, impact, and potential causes.
  • Measurable: Use quantifiable data to illustrate the problem's impact (e.g., "customer satisfaction has decreased by 10%").
  • Actionable: Frame the problem in a way that suggests potential solutions or areas for improvement.

Tips for Writing Effective Problem Statements

  • Use the 5 Whys: Ask "why" repeatedly to drill down to the root cause of the problem.
  • Focus on the impact: Clearly articulate the negative consequences of the problem.
  • Avoid blaming: Focus on the problem itself, not on individuals or teams.
  • Keep it concise: A concise problem statement is easier to understand and act upon.

Remember: A well-crafted problem statement is the foundation for effective problem-solving. It provides clarity, direction, and a sense of urgency to drive action and achieve positive outcomes.

2. Classification: Understanding the Nature of the Beast

Not all problems are created equal. By classifying the type of problem we're dealing with, we can tailor our approach for maximum effectiveness. Cynefin is a great framework for problem classification.

  • Simple problems: These are often routine, with well-defined solutions. A quick checklist or standard operating procedure might be all that's needed to resolve them.
  • Complicated problems: These may require expert knowledge or in-depth analysis to unravel. Breaking them down into smaller, more manageable sub-problems can be a helpful strategy.
  • Complex problems: These are often dynamic and unpredictable, with no clear-cut solutions. Experimentation, flexibility, and a willingness to adapt are essential in these situations.
  • Chaotic problems: In crisis situations, rapid decision-making and action are paramount. Establishing clear communication channels and having a pre-determined crisis plan can help navigate these turbulent waters.

3. Option Brainstorming: Generating a Solution Set

With a clear understanding of the problem, it's time to unleash our creativity and generate potential solutions.

  • Diverse perspectives: Encourage input from a diverse group of individuals with different backgrounds and expertise. This cross-pollination of ideas can lead to innovative and well-rounded solutions.
  • No idea is too wild: Foster a "no judgment" zone where team members feel comfortable sharing ideas, even those that seem outlandish at first. You never know where a spark of brilliance might come from.
  • Visual aids and tools: Use whiteboards, mind maps, or digital collaboration tools to capture and organise ideas. Visualising the solution set can help identify patterns and connections.

4. Execution: Turning Plans into Progress

This is where our bias for action truly comes into play. It's time to move out of the strategy room and into the field.

  • Prioritise solutions: Focus on implementing the solutions with the highest potential impact and those that can be executed quickly to gain early momentum.
  • Delegate effectively: Empower team members with clear roles, responsibilities, and deadlines. Ensure they have the resources and support they need to succeed.
  • Communicate transparently: Keep stakeholders informed of progress, setbacks, and any changes to the plan. Open communication fosters trust and collaboration.

5. Feedback Loops: Adapting and Refining

In a dynamic environment, feedback is our compass, guiding us towards the desired outcome.

  • Continuous monitoring: Track progress through data analysis, team check-ins, and stakeholder feedback. Identify any deviations from the plan and understand their cause.
  • Agile adjustments: Be prepared to adapt the plan based on feedback and changing circumstances. Flexibility is key to navigating unexpected roadblocks.
  • Regular reviews: Conduct regular review meetings to assess progress, celebrate successes, and identify areas for improvement. These reviews provide valuable insights for future problem-solving efforts.

6. Reflection: Learning and Growing

Once the dust settles, it's crucial to take a step back and reflect on the problem-solving journey.

  • Debrief with the team: Discuss what worked well, what could have been done better, and what lessons can be applied to future challenges. Encourage open and honest feedback.
  • Document insights: Record the problem-solving process, including the problem definition, solutions implemented, feedback gathered, and outcomes achieved. This creates a valuable knowledge base for the future.
  • Celebrate successes: Acknowledge and celebrate the team's efforts in overcoming the challenge. Recognising achievements boosts morale and reinforces a culture of problem-solving excellence.

Problem-Solving Checklist for Leaders

  • Problem Identification:
    • Clearly define the problem.
    • Gather data to understand the root cause.
    • Visualise the impact of the problem.
    • Create a Problem Statement.
  • Classification:
    • Determine the type of problem (simple, complicated, complex, chaotic).
    • Tailor your approach based on the problem's nature.
  • Option Brainstorming:
    • Encourage diverse perspectives.
    • Create a "no judgment" zone for idea generation.
    • Use visual aids and tools to capture ideas.
  • Execution:
    • Prioritise solutions for maximum impact.
    • Delegate effectively and empower team members.
    • Communicate transparently with stakeholders.
  • Feedback Loops:
    • Continuously monitor progress and gather feedback.
    • Be flexible and adapt the plan as needed.
    • Conduct regular review meetings.
  • Reflection:
    • Debrief with the team and capture lessons learned.
    • Document the problem-solving process for future reference.
    • Celebrate successes and recognise team efforts.

Conclusion

By embracing a bias for action and following a structured yet adaptable problem-solving approach, leaders can effectively navigate the complexities of today's business world. Remember, every challenge is an opportunity for growth and a chance to build a more resilient, responsive, and successful organisation.