Solving the Right Problem
Problem solving is very often done poorly or superficially, and we wonder why our actions to make corrections don’t give us the desired results.
Solving problems is never as easy as it seems, especially when more than one person needs to be part of the solution. When several people are involved in an activity, each of them has a different perspective and each therefore has a different view to a relevant solution. It takes the use of a few key tools and techniques to get to an agreed solution and avoid the common cycle of mistakes we often get into. Most efforts to solve problems unilaterally, end up causing more problems than there were to begin with.
Solving problems and making decisions about how to eliminate them
accounts for a high percentage of our time, at home, in the community
and at work.
We have a natural bias, perhaps due to our need for routine, to solve every problem with ideas or approaches we have used that solved problems before. Most often this occurs when we have to make quick decisions or when we make decisions in stressful situations. This is where the cycle of failed problem solving starts.
There are structured methods for solving problems, but it does not feel right to address every problem with the same method. Some have to be solved emotionally, others rationally and yet more with a mix of the two. Martin talks the audience through some problem solving approaches and helps the audience recognise how they solve problems and learn how they could solve problems more effectively.
Humans love routine, but procedures we establish degrade over time. No matter how well a procedure or process is performing, myriad changes from company strategy, organization chart shifts, government regulation, community events, new product or service introduction and more can stretch the original design and start causing problems. However it is not difficult to prevent this from happening, nor is it difficult to adjust once it has happened, if you apply the right tools and techniques.
The belief that the higher up the organization, the harder a problem is to solve is not true. It depends on the complexity of the issues. Different tools are available for different level problems, but they all result in finding common solutions that everyone can live with, understand and support.
Why DID the Chicken Cross the Road?
A great, half-day seminar that takes a light hearted look at the compromises we make to our service design and problem solving. In order to have repeatable and reliable processes that meet or exceed customer expectations we need to do much better a defying the issues at the beginning. Repeatable processes are not bad – far from it, but a service process has to have some flexibility and intelligence baked in, otherwise the customer experience is worse than expected when it could so easily have been better.
If your delegates come to the seminar with a particularly tough problem on their hands, Martin will facilitate them through a new approach to achieving a solution. Have your delegates leave with tools and techniques to correct it right the first time and keep it that way.
