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How to Solve Problems

Solve Problems

Problem solving differs from decision-making; decision-making involves making a choice between a number of alternatives whilst problem solving is a skill required when something unusual or unexpected happens that requires a resolution.

Problem solving is a process and the main steps involved are listed below. Some problems are reasonably straightforward and you won't need to apply every single step but where the problem is more complex, this process is invaluable.

Step 1: Define the Problem

Investigate thoroughly what went wrong for yourself. If somebody has already diagnosed the problem, double-check the details and don't be unduly influenced by their solutions. It's important to be open-minded at this stage: rising levels of staff absenteeism, for example, could be due to a wide range of factors so don't assume it necessarily has anything to do with Wimbledon being on the TV! Making assumptions at the outset will prejudice your investigations so never jump to apparently obvious solutions without first carefully evaluating all the facts.

Step 2: Gather Relevant Information

This is a key step and should involve analysing all factors that may have an influence on the problem. Look at the details involved in respect of the people, processes, activities, equipment, systems, time-scales and conditions under which the problem is occurring.

Review the following questions:
  • What is the problem?
  • What isn't the problem?
  • When did the problem start and is that significant?
  • Who is/isn't affected by the problem?
  • What things are affected by the problem?
  • What things aren't affected by the problem?
  • Is there anything distinctive about those affected?
Keep asking the questions when, where, why and who and keep a record of all the information you collect for future reference and in case modifications are required to your problem-solving action plan.

Step 3: Identify Possible Causes

Causes can be wide ranging but will generally fall into one of three categories: people, systems or categories. Ask yourself whether anything has changed from the normal in respect of these three categories to help identify the cause(s) of the problem. Be patient in this process and be careful not to jump to conclusions.

Step 4: Identify Possible Solutions and Test Possible Causes

Once you think you've identified the cause(s) of your problem, think about solutions. This is where the problem-solving process begins to resemble the decision-making process, as it's likely you'll find yourself faced with a range of options to evaluate.

Step 5: Find the Solution

There may be a number of possible causes and you may have to try a couple of different solutions to find the one that will best deal with problem. Identify likely solutions and then assess the probable impact of each. Don't evaluate ideas too quickly or discard alternatives too hastily.

Select the most promising course of action and implement it. Remember there may not be an ideal solution so be prepared to compromise a little and perhaps choose the least worst scenario.

Step 6: Monitor Results

Take the time and trouble to monitor the impact of any changes you made and modify your plan occasionally if necessary.
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