Point Lookout: a free weekly publication of Chaco Canyon Consulting
Volume 5, Issue 31;   August 3, 2005: Problem Defining and Problem Solving

Problem Defining and Problem Solving

by

Sometimes problem-solving sessions are difficult because we get started solving a problem before we know what problem we're solving. Understanding the connection between stakeholders, problem solving, and problem defining can reduce conflict and produce better solutions.

The three of them piled out of the taxi and ran through the rain across the plaza, past the Jersey barriers, to the revolving doors. Hal and Sam let Julie go inside first. Then, highly motivated by the now-pelting rain, Hal and Sam crammed themselves into the next chamber of the doors, and exploded out into the lobby, not quite drenched.

Jersey barriers outside the U.S. White House

Photo courtesy U.S. Environmental Protection Agency.

"Used to be a canopy here," said Hal. "They took it out when they put in the Jersey barriers. Must be a security thing."

Sam was wet and fuming: "There has to be a drier way to increase security."

Sam might be right. It's likely that when the security staff addressed the problem of enhancing security, they gave relatively more importance to security considerations than to the inconvenience of building users in inclement weather. They defined the problem they were solving, and (perhaps) failed to account for the problems their solution generated for some stakeholders.

It's a common pattern. Here are some guidelines for defining and solving problems.

Definition and solution are in a dance
Definition and solution aren't sequential — they dance together. Progress on solutions can expose unanticipated issues. Even partial solutions can produce discoveries that can actually change what people perceive to be the problem.
Solution and stakeholders are in a dance
Any solution can create new problems and/or new stakeholders. Anticipate who these new people might be, and work with them now, despite the added cost. Early involvement is preferable, because involvement after deployment of the solution might be even more expensive.
Stakeholders and definition are in a dance
Partial solutions expose new Exploring any one of
Definition, Solution, and
Stakeholders can reveal
new elements of
the other two
stakeholders with new insights and perceptions, and they can change the problem definition. This link completes a cycle involving Definition, Solution, and Stakeholders. Their dance can be confusing, but it's more confusing to believe that you have a definition and a solution when you don't. Keep going around the loop until things stabilize.
Rarely is there a "best" way
Most of the problems we deal with have no "best" solution. Yet, we spend much of our energy searching for the best solution, even when nobody actually told us to find the best solution. And even if a best solution does exist, the cost of finding it (and proving that we've done so) can be prohibitive. Good enough usually is.
Optimality requires a metric
If you're expected to find the "best" solution, be certain that you have a well-defined metric that provides unambiguous comparisons. Without one, "best" has no concrete meaning, and you actually have two problems instead of one. You have to find both a metric and a solution.

Applying these guidelines involves not only the problem you're trying to solve, but also addressing problems in your problem-solving process. Beware: tackling both at once can be tricky. Go to top Top  Next issue: Bonuses  Next Issue

52 Tips for Leaders of Project-Oriented OrganizationsAre your projects always (or almost always) late and over budget? Are your project teams plagued by turnover, burnout, and high defect rates? Turn your culture around. Read 52 Tips for Leaders of Project-Oriented Organizations, filled with tips and techniques for organizational leaders. Order Now!

Your comments are welcome

Would you like to see your comments posted here? rbrendPtoGuFOkTSMQOzxner@ChacEgGqaylUnkmwIkkwoCanyon.comSend me your comments by email, or by Web form.

About Point Lookout

This article in its entirety was written by a 
          human being. No machine intelligence was involved in any way.Thank you for reading this article. I hope you enjoyed it and found it useful, and that you'll consider recommending it to a friend.

This article in its entirety was written by a human being. No machine intelligence was involved in any way.

Point Lookout is a free weekly email newsletter. Browse the archive of past issues. Subscribe for free.

Support Point Lookout by joining the Friends of Point Lookout, as an individual or as an organization.

Do you face a complex interpersonal situation? Send it in, anonymously if you like, and I'll give you my two cents.

Related articles

More articles on Personal, Team, and Organizational Effectiveness:

Wheelchair basketballBonuses
How we deal with adversity can make the difference between happiness and something else. And how we deal with adversity depends on how we see it.
Approaching the Emerald City from the Yellow Brick RoadLet's Revise Our Rituals
Throughout the workday, we interact with each other on many levels. Some exchanges are so common and ritualized that we're no longer aware of them. If we revise these rituals slightly, we can add some zing to our lives.
US President John Kennedy set a goal of a trip to the moonAchieving Goals: Inspiring Passion and Action
Achieving your goals requires both passion and action. Knowing when to emphasize passion and when to emphasize action are the keys to managing yourself, or others, toward achievement.
Portrait of Benjamin Lincoln (1733-1810), Major General of the Continental Army during the American Revo|-|lu|-|tionary WarThe Deck Chairs of the Titanic: Strategy
Much of what we call work is about as effective and relevant as rearranging the deck chairs of the Titanic. We continue our exploration of futile and irrelevant work, this time emphasizing behaviors related to strategy.
Cheshire Cat fading to a smile, from Alice's Adventures in Wonderland, by Lewis CarrollHow to Avoid Getting What You Want
Why would you want to know how to avoid getting what you want? Well, suppose you had perfected ways of avoiding getting what you want, but you weren't aware that you were doing it. This one's for you.

See also Personal, Team, and Organizational Effectiveness, Problem Solving and Creativity and Effective Meetings for more related articles.

Forthcoming issues of Point Lookout

A close-up view of a chipseal road surfaceComing July 3: Additive bias…or Not: II
Additive bias is a cognitive bias that many believe contributes to bloat of commercial products. When we change products to make them more capable, additive bias might not play a role, because economic considerations sometimes favor additive approaches. Available here and by RSS on July 3.
The standard conception of delegationAnd on July 10: On Delegating Accountability: I
As the saying goes, "You can't delegate your own accountability." Despite wide knowledge of this aphorism, people try it from time to time, especially when overcome by the temptation of a high-risk decision. What can you delegate, and how can you do it? Available here and by RSS on July 10.

Coaching services

I offer email and telephone coaching at both corporate and individual rates. Contact Rick for details at rbrendPtoGuFOkTSMQOzxner@ChacEgGqaylUnkmwIkkwoCanyon.com or (650) 787-6475, or toll-free in the continental US at (866) 378-5470.

Get the ebook!

Past issues of Point Lookout are available in six ebooks:

Reprinting this article

Are you a writer, editor or publisher on deadline? Are you looking for an article that will get people talking and get compliments flying your way? You can have 500-1000 words in your inbox in one hour. License any article from this Web site. More info

Follow Rick

Send email or subscribe to one of my newsletters Follow me at LinkedIn Follow me at X, or share a post Subscribe to RSS feeds Subscribe to RSS feeds
The message of Point Lookout is unique. Help get the message out. Please donate to help keep Point Lookout available for free to everyone.
Technical Debt for Policymakers BlogMy blog, Technical Debt for Policymakers, offers resources, insights, and conversations of interest to policymakers who are concerned with managing technical debt within their organizations. Get the millstone of technical debt off the neck of your organization!
Go For It: Sometimes It's Easier If You RunBad boss, long commute, troubling ethical questions, hateful colleague? Learn what we can do when we love the work but not the job.
101 Tips for Managing ConflictFed up with tense, explosive meetings? Are you the target of a bully? Learn how to make peace with conflict.
101 Tips for Managing ChangeAre you managing a change effort that faces rampant cynicism, passive non-cooperation, or maybe even outright revolt?
101 Tips for Effective MeetingsLearn how to make meetings more productive — and more rare.
Exchange your "personal trade secrets" — the tips, tricks and techniques that make you an ace — with other aces, anonymously. Visit the Library of Personal Trade Secrets.
If your teams don't yet consistently achieve state-of-the-art teamwork, check out this catalog. Help is just a few clicks/taps away!
Ebooks, booklets and tip books on project management, conflict, writing email, effective meetings and more.