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“I cannot believe my technicians are running into the same problem, again,” Roger complained.
“Again?” I asked.
“Yes, and they keep coming back to me, thinking I will solve it for them.”
“Whose problem is it?” I pressed.
“It’s their problem,” Roger insisted.
“Their problem?” I repeated. “Sounds like it is your problem. Tell me, if it was your problem, would your problem be the same as their problem?”
Roger stopped. “I am not sure where you are going with this.”
“Look, if your technicians have a problem, it is likely to be a technical problem, and yes, they can handle the technical problems. What impact does that have on you? What are you accountable for?”
Roger took a deep breath. “You are right. I am accountable for the overall output for the day, the week, so if there is a technical problem, it is going to impact the overall output. I guess it is my problem.”
“Not so fast,” I smiled. “You are not the only one affected. What about your manager?”
“What about him? I just hope I can get this solved before he finds out,” Roger replied.
“Oh, really. What if the problem is really your manager’s problem?”
Roger did not respond, so I continued.
“The problem your technicians have, if it is a technical problem, they can fix it. If it takes a while to fix it, you have an output problem. You are going to fall short by the end of the week. You might have to call a customer about a late order. But, you said this is the same problem over and over. This might be a system problem. Something in the system might need some attention. If we fix the problem now, for this one customer, and we don’t fix the system, do you think the problem might happen again?”
Now Roger was engaged. “So, my technicians have a problem today. I have a problem for the end of the week. But my manager might have a problem forever, until he fixes the system?”
“Yes, this is not one problem, this is three problems, each at its own level of work. Requires a cooperative effort to identify the problem, gather the data and execute the solution at each level of work.”