Tag Archives: problem solving

A World That No Longer Exists

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Best Practices are based on past experience, a best practice to a problem that we already solved. Necessary but not sufficient.

Past experience may be helpful, but seldom covers all the bases. Past experience seldom anticipates change and often misses critical elements that will be different in the future.

Best Practices are what we teach in school. Those who live by Best Practices will find themselves perfectly equipped to deal with a world that no longer exists. Accomplishment always happens in the future.

Whose Idea Is It, Anyway?

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“But, I am the manager. Everyone is counting on me,” Bryce pushed back.

“Then, why are you in here, by yourself?” I asked.

“I have a problem to solve. It’s a serious problem. Everyone is counting on me to solve the problem. It is my responsibility.”

“Is it your responsibility to solve the problem with the best solution you can come up with, or the best solution to the problem? Have you thought about stepping outside yourself, asking for help, other perspectives? Yes, you are accountable for the best solution, but, no one said it had to be your idea.”

I Already Had the Answer

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“So, you didn’t like the idea?” I asked.

“No, and I should have listened to my sales-guy,” Rory replied. “We spent a bunch of engineering time creating a perfect solution that the customer didn’t want. We thought the prototype would WOW them to our way of thinking. All it did, was drive them to our competitor.”

“If you had it to do over again, what would you do differently?”

“First, I would listen. Before the problem was completely explained, I thought I already had the answer. I missed some key elements in the problem.”

“And, what else?”

“I think,” Rory glanced to the ceiling and back to me, “that I have to suspend my own judgement for a while. I have to see the problem from the customer’s perspective. Until I can see that, I will make the decision according to my criteria, instead of developing criteria from the customer’s perspective.”

The problem you solve is the problem you name. Make sure you name the right problem. -Pat Murray

What Else Do You Need to Know?

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Before you make any decision, before you solve any problem –

  • What do you need to know, to more clearly understand the problem?
  • Does what you know point to the symptom of the problem, or point to the cause the problem?
  • If you gave the cause of the problem a name, what would be its name?
  • What else do you need to know, to more clearly understand the cause of this problem you named?
  • Do you know enough about the cause of the problem to generate a plausible solution, or do you need to know more?
  • How would you explain the cause of the problem to someone else?
  • If you were someone else, how would you understand the cause of the problem differently?
  • If you were someone else, what other alternatives would you suggest?
  • As you consider these alternatives, could some be combined? Could you take the front end of one idea and patch it to the back end of another?
  • What would happen if you ran an alternative backward or upside-down?

Sometimes, solving a problem has more to do with questions than answers.

In the Gap

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Humans possess the unique quality of awareness. Not only can we hold a thought, but we can simultaneously be aware we are holding that thought. Awareness allows us to change.

The first level of Emotional Intelligence (EI) is awareness. Self-awareness creates the platform for self-management.

The second level of Emotional Intelligence is social awareness. Social awareness creates the platform for relationship management.

For difficulties in either level, ask yourself – What am I not aware of?

This requires you to be quiet and observe – What am I not clearly seeing, clearly hearing, clearly feeling?

This requires defined periods of focused introspection – What is the cause of my response to the events around me? What is the influence to my behavior?

Awareness is that gap between stimulus and response, between what is coming at us and how we respond to it. In that gap is our choice. In that gap is awareness.

We have the unique ability to be aware. Awareness can have a powerful impact on the problems we solve and the decisions we make.

Frustrated or Curious?

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“You look a little rigid today,” I said, looking across the table.

“Yes,” Roland nodded. “I am having an argument with my sales manager and I just cannot move him off his position.”

“And, that makes you feel how?”

“Frustrated. If he would just listen to me, we could solve this problem straight away.”

“How are you, when you don’t listen?” I asked.

“When I don’t listen, it’s because I am right,” Roland flatly stated.

“Does your sales manager thinks he is right?”

Roland stopped, shook his head. Deep breath. “Yes,” he slowly drawled.

“So, if you both think you are right, how are you going to find out who is wrong? You get to decide if you want to be frustrated or curious.”

What Changes About the Work?

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What will be the nature of work?

As we adopt technology into the enterprise, what will change about the work? Those who sit in my workshops know that I define work as – decision making and problem solving? What will be the nature of decision making and problem solving as we embed technology into our internal production systems?

Production Work (S-I)
Physical robotics are already creeping in to production work (S-I). Robots are most often adopted into physical work that is repetitive, requiring precision cuts, punctures, bends, dipping, pouring, lifting. Robots are also useful in production environments where human involvement is uncomfortable (cold, heat) or dangerous (hazardous exposure). As companies adopt robotics and other technology, what changes about production work? What decisions are left for humans?

Supervisory Work (S-II)
And, what of supervisory work (S-II)? Typical (S-II) tools are schedules and checklists, the role is accountable for making sure production gets done, on pace and at standard spec. If we can sense most critical items in a production environment, with precision, in real time, what decisions are left for humans? As companies adopt technology, what changes about supervisory and coordinating work?

Managerial Work (S-III)
And, what of managerial work (S-III)? Typical (S-III) tools are work flow charts, time and motion, sequence and planning. The role is to create the system that houses the production environment. Most sub-enterprise software (as opposed to full enterprise software) is simply a transaction system that records transaction activity through a series of defined steps. Most computer software contains embedded rules that enforce a specific sequence of task activity. If most systems are designed around software systems, what decisions are left for humans? What changes about system work?

Executive Management Work (S-IV)
With a concentration in Ops (COO), Finance (CFO), Technology (CTO), the essence of executive management is functional integration. Most enterprise (full enterprise) software is designed to integrate end to end functionality across the organization. It contains hooks that communicate from one function to the next, with a plethora of configurations possible depending on the desired integration. If functional integration is controlled by enterprise software, what decisions are left for humans? What changes about functional integration work?

These are not idle questions.

The Sight of a Newbie

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“Not sure what to try next,” Melissa lamented. “I have my best people on the problem and they are stumped.”

“And?” I asked.

“And, it just doesn’t make sense. We have tried every resolution, every best practice related to a problem like this.”

I waited for Melissa to stop, to take a pause in her thinking. “I talked to one of your new teammates this morning and he said he might have a solution,” I said.

“I know who you are talking about,” Melissa replied. “He’s new. He has never seen a problem like this. He needs to stick to his orientation training, maybe he will learn a thing or two.”

“Is it possible your new teammate can see the fix for your problem, and that if he completes the training, he might not be able to see it anymore?”