When the Problem is not understanding the Problem

Developing the problem statement is a critical step in effective problem-solving. Rushing solutions without understanding the problem can lead to inaccurate results. Let's go through the steps.

A critical step of Problem Solving is Developing the Problem Statement. Or said in another way, Understanding the Problem.

Because it is the first step for organizations to effectively identify and address issues using a structured approach to Problem Solving.

But one of the most common mistakes is falling into the trap of rushing and trying to find solutions without spending the time to understand the Problem.

Indeed, trying to explain a Problem can be tricky, and if you are unable to do it, it proves challenging to achieve successful results through the next Problem Solving phases.

Have you ever found yourself in this situation?

There is a high probability that the results of your Root Cause analysis aren't accurate enough or don't entirely address the Problem.

Today, I'm sharing with you the steps to Develop the Problem Statement.

1.    Gather Information

Start by collecting relevant data and facts about the issue from reports, interviews, or direct observation.

Whenever it is possible, talk with those stakeholders affected by the issue.

This information will serve as a foundation for formulating a comprehensive problem statement.

2.    Answer the 5 Questions

Answer the 5 fundamental questions:

• Where?

• When?

• Who?

• How?

• What / Affect?

This step helps in gaining a holistic understanding of the problem and its context, but it is unlikely it represents the root cause of the problem.

3.    Ensure the Problem is Scoped

Clearly define the boundaries and limitations of the problem to maintain the focus.

Common mistakes that require revisiting the Problem Statement are:

• The statement refers to the symptom instead of the underlying problem.

• The Problem Statement is too broad, but not generic enough to encompass all aspects related to the event.

• There are not enough facts, information, or data to support the Problem Statement.

• The Problem Statement is biased.

4.    Contrast with the Team

Collaborate with the team or stakeholders to gain diverse perspectives.

Contrast ideas and points of view.

Give enough weight and attention to the Subject Matter Experts.

Get consensus on the final Problem Statement before launching the Investigation and the Root Cause Analysis.

5.    Conclusions

Rushing in the Development of the Problem Statement stage won’t save time.

Instead, we are set to fail in identifying the Root Cause and ultimately the Corrective and Preventive actions.

Hence, it is possible that the event reoccurs with the corresponding repercussions.

Make the Definition of the Problem Statement an important phase and involve the team.

Hence, don’t be afraid spend too much time in this phase!

6.    References

CAA, CAP 1760 - Effective Problem Solving and Root Cause Identification

Sky High Standards, Creating a Culture of Problem Solving