What's Your Problem?

I think I've fixed the problem!

One of the most common issues we come across when helping organisation's address their challenges are that often they don't know what the real problem is. Now they think they know what the problem is and they tell us and have their teams working on solutions but a common issue is that people tend to dive straight into solution mode without taking the time to fully define the actual problem. This then shows itself when the problem reoccurs sometime later. Often what happens is a sticking plaster is applied to a symptom but the real problem goes unresolved.



Identifying the Root Cause of the problem is key if you are to avoid the issue reoccurring at a later date. Now a simple yet highly effective way to get to the root cause is to apply the 5-Why's technique to the original problem. By asking "why is this a problem?" over and over you drive people's thinking to focus on cause rather than symptom.

5 Why's Example

The other 'Must Do' is to create a Problem Statement. This ensures that everyone has the SAME, CLEAR understanding of the problem, it's impact and it's costs to the organisation.
Creating a Problem Statement is Simple:

1. Start by writing down the problem as you see it.
2. Then ask "Why is it a problem?" - Consider the effects on yourself AND others. Sometimes the problem is slightly different for others, or may not even be a problem.
3. Finally ask "What is the impact on the business?" If the impact is small it is sometimes more cost effective to live with the problem. However, showing the financial impact or impact on resources, time etc can help you get management attention and support in resolving it.

Problem Statement Template

Using these two very simple tools ensures that you fix the right problem and prevent it reoccurring at some point in the future. It also makes sure everyone is on the same page, is clear on what the problem actually is, how it affects everyone and what the impact to the business is.

Fixing problems is time consuming and non-value adding so make sure you do it properly and focus on fixing the right problem!