Are you fixing the symptoms or solving the root cause of problems? If you’re not doing the latter, then you or your employees must be extremely busy.
A “symptom” is an indicator or a sign that a problem exists. Let’s take an example that we can all relate to, customer service. The underlying problem may be heavy overtime, boredom, poor management, pending layoffs, etc. which leads to low morale and causes poor customer service. Low morale doesn’t happen by itself and can’t be resolved by itself. When you resolve an issue, you must address the cause (“root cause”) of the problem, not a related symptom.
Fixing the symptoms is just a waste of valuable resource and money, only to have the problem reoccur again and again. A never ending cycle of the same problems! As the sayings goes “Time Is Money”.
Problem SolvingThe typical job today requires much multi-tasking, juggling the day-to-day tasks, our personal life and solving the problems can translate to a busy schedule and no time to get to the root-cause. This is especially true when time is against you and you have to do whatever it takes to ensure continuous operations. Hence the quick solutions. This is perfectly acceptable in certain situations, for example, a customer order has to be delivered on time.
It doesn’t matter what the explanation or situation is, we all sometimes do apply a quick fix to problems. We have good intentions to return later and develop a better solution, but most of the time we never get around to it and move on to the next problem, only to have the thing we thought we’d fixed rear its ugly head again a few days, weeks or months later
The chances are, if we step back and take a look at the bigger picture, something different appears. While every problem is, in one sense, unique, there are definitely similar themes and patterns. Orders are always a similar amount of time late, always having to chase parts in from suppliers, incomplete information on the customer order, big differences between customer forecasts and actual orders.
If you are in this dilemma, then chances are you are always overburdened with the similar problems one after the other. The solution to overcoming this is to change your approach to solving problems in your organisation.
It enables organisations to have a common understanding and definition of what “the problem” actually is, which drives a response.
It allows the organisation to focus their valuable time and energy on things that actually matter to the business and customers.
It drives thorough planning, root cause analysis, and the implementation of mistake proof solution to insure problems don’t reoccur.
You can’t find a solution to a problem until you truly understand why you are having the problem in the first place.
Problem-solving is a science if applied systematically using the appropriate methodology to identify and treat the root cause rather than the symptoms. This requires that you develop a well-defined approach to dealing with problems and makes sure that the root causes are identified and resolved so that the same problems don’t happen again. The benefits of having a structured approach are:
It drives a systematic approach to problem-solving
Provides the framework for teams to carry out improvements (solve problems)
It is used together with common Quality Control Tools
It allows for sustainable solution to be developed
There are many different methodologies for problem-solving and some may not be applicable to your need. How to decide what is best for you or your company? Is there a generic approach that you can take? Of course!
In short, a systematic, adaptive approach that can be applied to any problem and help you to get to root cause and solve in less time with less effort, that is:
Clarify the Problem
Break Down the Problem
Target Setting (that we will achieve)
Determine and Analyse the Root Cause
Develop Countermeasures
See Countermeasures through
Confirm the Results and Processes
Standardise Success and Learn from Failures
Developing your problem-solving skills can have significant beneficial impact on both your personal and professional life. To learn more about problem solving, read the articles listed below
Our next one-day training workshop on Problem Solving is taking place on 6th December , click here for details
Mark Shaw is a Consultant with The Consultancy Company and an experienced operations management leader. Drop Mark an e-mail to ku.oc.ycnatlusnoC-ehT@wahS.kraM if you would like more information.
Reference articles:
Are you solving the same problem over and over again?
I know what the problem is!
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