Most people love to solve problems and feel the satisfaction of getting rid of some nasty tricky problem. It’s an outdated but still lasting belief that management is about problem solving. Problem solving turned in some cases into the managers’ and engineers’ holly mission and in some minds, the more problems the manager/engineer solves, the better manager/engineer he/she is. This kind of problem solving can be addictive, hence the Arsonist Fireman Syndrome.
On the other hand, thanks to Lean Management, enlightened managers understand it is crucial to refrain from solving problems and develop their subordinates’ ability to solve problems themselves instead.
Note that all the above is about problem solving, not problem avoidance or problem prevention. And if today’s problems come from yesterday’s solutions, as stated in Peter Senge’s “The 11 Laws of the Fifth Discipline”, in a world requiring increasingly fast decisions (read solutions), we’ll never run out of new problems to solve.
So what’s wrong with problem solving?
There are at least 2 major issues with actual problem solving practices.
1. Quick fixes
Solutions to problems are most often quick fixes made of the first “best” idea that popped up. Problem solving is not very often a robust and standardized process, systematically rolled out. In fact formal problem solving processes seldom exist even if everybody is claiming solving problems.
If known, simple structured approaches like PDCA are disregarded and ignored, pretending the situation requires quick reaction and not “unnecessary paperwork!”
Often, the problem seem to be fixed, giving credit to the firefighters and reinforcing their belief in their “way” of handling.
It is not really surprising that the same problem keeps showing up as the fixes did not eradicate the problem’s root cause, and the problem itself was never really studied, hence understood.
2. No risk assessment / risk mitigation
If formal and structured processes to tackle problems are seldom, the solutions’ risk assessment is even more seldom. And if the rush to quick fixes leaves no time for properly analyzing the possible problem root causes, no need to mention non-existing attempts to figure out the possible risks these quick fixes bring with them.
Chances are that the ill-prepared and hastily put in place solutions generate unexpected Undesirable Effects. What may fix one problem may well cause one or several others to appear.
That’s how quick and dirty troubleshooting usually come at the expense of later longer efforts to cope with a situation that possibly grew worse, and how Peter Senge’s quote: “Today’s problems come from yesterday’s solutions” makes the most sense.
- Choose yourself a structured problem solving approach, there are several available. Try it and if proven suitable for your purpose make it your standard way of approaching a problem.
- Make sure the implemented solutions will really kill the problem by measuring on a long time horizon if the trouble has disappeared for good. The Quality Operating System is perfect for that.
- Explore the Logical Thinking Process, the sole complex problem solving methodology I know which includes a systematic “Negative Branch” check to avoid or mitigate Undesirable Effects as by-products of the implemented solution.