We Can Be Successful Problem Solvers

Tom Peeler, Executive Director
Mohave Educational Services Cooperative, Inc.

The online Merriam-Webster dictionary defines "Problem" as: a) A question raised for inquiry, consideration or solution; b) An intricate unsettled question; and c) A source of perplexity, distress or vexation. A problem occurs each time one must proceed from a given state to a desired outcome. Therefore, I believe a practicable alternative definition is "Something to be addressed."

Using my alternative definition, problems come in several forms.

A "traditional" problem: Something wrong, bad, broken, or undesirable that must be fixed. A "routine" problem: Something arising from normal operations or activities that needs addressing. A "planned" problem: A task or process to be defined, analyzed, resolved and implemented.

It is reported that the human brain is capable of 10 quadrillion instructions per second. Compare that to the recognized world's fastest computer, IBM's Roadrunner, at 1 quadrillion calculations per second.

The Roadrunner occupies 6,000 square feet of space, uses 57 miles of fiber optics and weighs 500,000 pounds. It consists of 6,948 dual-core computer chips and 12,960 cell engines. The Roadrunner has 80 terabytes of memory housed in 288 connected refrigerator-sized racks. The cost was $100M.

Our brains fit inside our skulls and sit on top of our shoulders. Even with inflation, the cost never approaches $100M. And we still out perform Roadrunner 10 to 1. Therefore, we have more than enough brainpower for successful problem solving.

Listening is the most important of all problem-solving skills because it is the key to understanding. Through listening we obtain the required information, get the facts straight, properly identify the players, analyze the emotional quotient, and gain the confidence required to solve a problem. Hearing is not synonymous with listening.

Hearing is the science of perceiving or apprehending sound by the ear. It is controlled by the auditory system. Hearing requires no education or training, no conscious effort, no understanding, and no action.

Think about a commercial on TV. Isn't it easy to tune out? You hear it. You know something is being said. But it's basically just noise to you. Many times we don't even know what product was being pitched.

Listening is an art. It is a voluntary activity. It requires hearing, focus, commitment, openness, understanding, and action. Effective listening is a learned behavior requiring most, if not all, of the following.

	A conscious decision to listen to the other person and to stay focused on the situation.
	Shutting out other activities and looking directly at the person.
	Hearing without interrupting.
	Stay objective and avoiding jumping to conclusions.
	Being engaged in the conversation and letting the other person know you are listening.
	Being conscious of body language and staying positive.

Stakeholders are the most important problem-solving resource. They have the most knowledge of the situation, the most riding on the outcome, and are in the best position to provide useful feedback. Stakeholders will also be the first to let you know that you missed the boat.

A successful problem solver will include stakeholders early and often in the problem solving process. This builds good will, conserves resources, facilitates success, and helps eliminate the need to rework the solution.

There are many approaches to problem solving. However, I believe successful problem solving involves some variation of the following steps.

Step 1: Define the problem

Step 2: Determine the outcome

Step 3: Develop and implement the solution

Step 4: Measure the results

Following the steps does not ensure a successful outcome. The success of the outcome will be tied directly to the quality of work in each step.

You can't fix what you don't understand. Therefore, step 1 of the problem solving process is to define the problem.

Problems are often defined during a time of emotion. This often results in less than complete understanding. Misunderstanding often results in negative feelings and multiple attempts to achieve a successful outcome. Invest sufficient time in this seemingly mundane step.

Useful steps to successfully identify a problem include the following:

	Confirm that there is a problem through direct observation, research, complaints, comments, suggestions, or requests.
	Get a handle on the problem by asking questions to determine the what, why, where, when, how, and with whom.
	Write the problem down to ensure proper understanding.
	Break complex problems into smaller problems to keep the process manageable and to set priorities.
	Verify that you understand the problem by reviewing your description with stakeholders, team members, peers, and supervisors.
	Determine your role in the problem to help determine your proper role in problem solving.

Problem solving is like taking a trip. You must determine where you're going before you can get there. Getting on the highway to see where it takes you will probably lead to nowhere. However, getting on the highway to go to Disney World in Orlando, Florida, should result in a nice vacation. Without a conscious decision on a specific destination, you're aimlessly wandering instead of traveling. Therefore, the second step in successful problem solving is to determine the outcome.

It is essential that problem-solving focus on the outcome, not the solution. The outcome is what stakeholders use or live with at the end of the process. Determining the outcome has several steps.

	Begin at the end to determine the desired outcome.
	Identify the causes.
	Identify and analyze the alternatives.
	Choose an outcome.

The next step in problem solving is to develop and implement the solution. The solution is the action taken to get to the desired outcome. It includes tasks, schedules, measurement criteria, etc. Developing and implementing a successful solution will involve key stakeholders to do the following.

	Select the team that will develop and implement the solution.
	Develop a clear understanding of the outcome.
	Develop the solution and write it down.
	Obtain the required resources.
	Publish the solution.
	Implement the solution.

A successful implementation will comply with the written solution. Determine compliance by monitoring progress. Monitor progress according to task completion criteria, timelines and milestones. Immediately address issues with the implementation team, stakeholders and management. Revise tasks, completion criteria, timelines, and milestones, as required. Write down all applicable data. Issue periodic updates.

The final step in successful problem solving is to measure the results. Testing and measurement are the only means to determine if the solution is on track, if it achieved the desired outcome, or if the appropriate outcome was selected.

In my experience, measurement is the most commonly omitted step in successful problem solving. It is commonly and erroneously assumed that the outcome was a success. Effective measurement will include the following.

	Testing in accordance with the requirements in the implementation plan and documenting the results.
	Analyzing test results to determine if the solution is on track to achieve the desired outcome or if adjustments are required.
	Rolling out the solution with appropriate instructions and an efficient means for stakeholders to get questions answered or to provide feedback.
	Performing post roll out testing and monitoring to ensure that the proper outcome was selected.
	Closing out the problem solving process by determining what was learned and appropriate actions to avoid or to address similar problems in the future.

Problem solving is part of our personal and professional lives. We cannot avoid it. However, we can be prepared to successfully solve any problem. While a viable process is important, there are other things to remember about problem solving.

	Not all problems are bad. Some problems are routine needs that require a solution.
	Problems are normal occurrences. They are not punishment for something you did or did not do.
	At a minimum, denying the existence of a problem only perpetuates it. It may also make the problem more difficult or costly to solve.
	You can always do something, even if the outcome is less than optimal.
	Problems often surface with emotion that results in less than optimal preconceived solutions.
	Get past the emotion by taking time to gain proper understanding before determining an outcome and developing a solution.
	People are quick to implement their own ideas. It may take a lot of effort to get the same buy-in for a different solution.
	Be open-minded. You may be the one who needs to accept an alternative outcome and solution.
	Solve the problem, not the symptoms.
	Take time to ensure the proper outcome was achieved. Otherwise, your time may have been wasted.

Like it or not, we are all problem solvers. I trust this article provided you useful information to better prepare you for this reality of life. Thank you for your time and thank you for supporting Mohave.

7/10/08, JTP

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