The problem-solving technique can, in a sense, be likened to the methods used when someone gets lost and doesn't know which way to go.
When someone is lost, the only way to find the right direction is to first understand where they are and then reason through the best path to take to reach the destination. The same approach should be applied when solving a problem: first, the problem must be clearly identified, and its root causes understood, and only then should possible solutions be explored to choose the best one.
In the daily operations of organizations that provide products or services to customers continuously, it is absolutely normal for issues to arise. There are even situations, certainly undesirable, where one problem leads to another, and there is a constant effort to manage them with the least possible damage. When such situations occur, it is crucial to stop and ask where the mistake was made because it is surely our fault if we are continually managing emergencies. It is highly probable that we have approached problem-solving without a plan to properly guide our efforts. To solve a problem, it is necessary to isolate it from the context and analyze it.
Hypothesizing, developing, and implementing a permanent solution to that problem is an integral part of the quality improvement process. To solve problems effectively, people must be trained in problem-solving techniques and procedures. Using these techniques helps us identify definitive solutions that can root out the majority of problems.
Instead of tackling various problems like a lost driver randomly choosing roads, hoping to find the right one, those who are used to solving problems properly know how easy it is to miss the real causes of an issue and, as a result, work inefficiently, wasting time and resources, only to see the problem recur soon after. To identify and eliminate the causes of a problem, a logical and systematic method must be followed.
By proceeding this way, we ensure that we are not just treating symptoms but addressing the actual causes of the problem, even when they are not immediately evident. A truly valid solution must ensure that the problem does not reappear in the future, with controls implemented to monitor the chosen solution's effectiveness over time.
Planning (PLAN)
The first step of the problem-solving process is the planning phase, which focuses on studying the conditions under which the problem occurred and planning the correct approach to handle it. Once the problem is recognized, information is gathered from various sources, such as company departments, customers, suppliers, etc.
Involving managers is crucial for ensuring that the problem-solving process works efficiently. Managers should participate in the identification and definition of problems and take direct responsibility for isolating and resolving them. During this preliminary phase, the problems can be described simply and generically, but the important thing is to clearly identify the resolution goal and request the necessary resources to carry out the work.
For this reason, managers must explain why solving the problem is important and why the current situation cannot be accepted. Initiating the problem-solving process by properly defining it in writing is essential to identify the gaps between what is happening in reality and what should be happening. The description can be brief but must answer the five W’s: Who? What? Where? When? and Why?
The questions to ask are:
- Who noticed the problem?
- What type of problem is it?
- Where and when did it occur?
- Why did it happen? (At this stage, assumptions can be made, as the search for root causes is the goal of the entire problem-solving process)
This first preliminary phase is very important because it ensures that all the people involved in the work are fully aware of the problem.
Forming a Team to Solve the Problem
The second step of the problem-solving process is forming a team of individuals who are familiar with the process or issue being studied and who will work interdisciplinary to address the problem and find a solution. This group will be tasked with investigating and analyzing the problem to find its solution.
In this phase, it is critical that team members understand and share the final goal of the work to be done and that all group members actively participate in the activities based on previously decided responsibilities. Each person must have a clear understanding of their role within the completion of the work and be aware of any potential obstacles to performing their tasks. It is beneficial for participants in such working groups to have training that includes skills such as planning, communication, providing effective feedback, and conflict management. Once the group is formed and the people are trained, the manager should give a clear objective to follow, which must be well understood by all members.