Lean Term: Problem Solving (+ Video)

Problem solving is the broad term that describes the formal and informal methodologyfor identifying the causes of problems, selecting appropriate solutions, and implementing a lasting fix. Some of the formal methodologies include the scientific method, TRIZ, DMAIC, and 8D. Problem solving is the process for closing the gap between what should be and what is.

One the surface it sounds simple-close the gap between reality and the way things should be (the ideal state). The problem is that you you might not know what the ideal state is. In fact, you might not even know all the information about your current problem. That is why following steps in a process is critical to helping you getting the answers you need to narrow that chasm.

Problem solving might be very basic, like deciding where to go out for dinner, or as complicated as figuring out how to land a rocket on the moon. Problem solving gets much less daunting, though, when you realize that all problems start in a process of some source. On occasion, you will even find a very simple solutions-an effective process exists, but is not followed.

Problem solving has a sort of ‘Zen’ to it…

1. You never really solve a problem-you just come up with a better solution.
2. Problem solving is relative. ‘Best’ solutions depend on the goals that success is measured against.
3. Problem solving is part science, part experience, and part luck.
4. Don’t confuse problem solving with symptom solving.
5. You will fail often.
6. You will fail often. This is important and is difficult for people to realize. There is an anecdote about Thomas Edison. He failed on countless attempts at making the light bulb before realizing success.
7. Solve the right problem. Often, efforts to improve precede actually understanding what the need is.

Keep these things in mind when attacking problems. Why is there a need for an organized approach to problem solving? People are not wired up for the task. Why?

• We make emotional decisions.
• We latch onto things that we are familiar with.
• Our minds ‘fill in the blanks.’ We make up information to fill in spaces. Look at this picture. Then click on it and see what your mind filled in. (Hit the ‘Back’ arrow to come back here)

What is this?

• We weight the evidence that supports our theories.
• We can’t let go of beliefs, even with contradictory information.
• We are biased based on our skills and background.

The nice thing is that we can benefit from a structured approach to problem solving. The structure prevents us from missing steps. Structure is easy to communicate, which supports teamwork. Confidence is higher in solutions that come from structured methods. Perhaps most importantly, a structured approach can compensate for how human nature hampers problem solving.

The more complex a problem, the more a structured method will help you. Risky problems are also good candidates for structure. Experience is a substitute for some structure, but it is also risky. Anytime you skip a step, there is an increasing chance of coming up with a worse solution than you could have by using the full process.

Practice using the different methodologies and find one that you like. Liking something makes you more likely to use it.

In continuous improvement, you will find uses for problem solving at every corner. Each time you assess your progress towards your goals, you unearth a great source of problems to solve. Any metric that is behind presents a chance to solve a problem. These actually are one of the best applications of continuous improvement resources, as they represent a direct link back up to your strategy. Another great problem solving opportunity occurs when a process that was in control suddenly has problems. These may not be things that are measured towards you goals, since they were presumed to be in control. An example is if you have historically had great customer support, and suddenly slip.

I can’t stress this enough: practice, practice, practice. Get so that the problem solving methodology you choose is second nature, and you can do it automatically. If you get to that point, you will dramatically reduce wasted effort in fixing problems.

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