The 6 Steps Problem Resolution Formula

Success go through problems because it pass through a lot of hardships that challenge the achiever. The 6 steps problem resolution formula can strengthen success.

1: Ask What?

The beginning of everything – good or bad – is what. Something makes you successful or cause problems on the road. This is why people initially ask “what is the problem?” You can approach the question as you please. But if it involves more than one person, it might be better to ask in a way that indicate you want to solve it. When defining the problem, you can be broad. Some problems are obvious, while others require digging before defining the problem.

For example a customer calling customer service about a product not working is an obvious problem. Analyzing customer service’ response to customers that say customers are waiting ten fifteen minutes before a staff respond to them mean digging to find the problem. How you find the problem can go from while brushing your teeth to going through paperwork. But knowing it simplify its process.

2: Find the Core

Knowledge of the problem is explored to find its core. The core is probably the key to exploring possible solutions. Problems are generally surrounded with circumstances, which make it challenging to find the actual problem. Following the example of customer service response to customers, the core problem cannot be customers discussed their problems for a longer period when contacting the company.

However, it can be flaws in the product that need adjustments. It can also be current size of customer service being too small. Another core problem can be staffs are on lunchbreak when customers needed help the most. Some customers can only call when they are on lunch. When trying to find the core, minimize the problem’s surrounding. This is why most problem-solving experts spend about 90% of their time understanding the problem, and 10% for establishing its solution.

3: Discuss the Problem

Discussion is a method, but it helps to get deeper understanding of the problem. Some people call it brainstorm. Some do it first before defining a problem. But, it is arguable that people brainstorm for a reason. Businessmen and women act for a reason – financial- or nonfinancial – that facilitate action. Following the example about customer service, discussion might led to management discovering that customers mostly call about installation or the product rebooting on its own.

This discussion will help explore resolution beyond the problem. For example, if discussion led to the corporation making changes for customers to easily install their product, then it transfer the problem from customer service to technology department.

4: Delegate

Delegation includes what happen if one solution was applied to the problem. Then it continues until all possible options were explored. It’s critical to remember that expectation might not meet reality.

Following up on the customer service, a delegation can be asking “what happen when focusing on expanding the customer service?”, “what happen if focusing on products’ installation, and purposely make it easier for customers to do the installation themselves?” or “what happen if we adjust staffs’ workhours so customers can reach them when it is comfortable for them?”

A possible adjustment is lunchbreak at 13:00 instead of 12:00.

5: Make a Decision

Decision about resolution can be challenging for managers. But it is still up to the management or board of directors to conclude on an action. Following up on the customer service, decision can’t strategically begin with making it easier for customer to install products. Because of the time it takes to process from technological aspect to distribution.

However, a strategic decision that can instantly take effect is adjusting workhours. It can begin the following day or week. It only involve telling customer service’ staffs, so they can adjust. With time, the company can start process of strengthening the strategy through simplifying for customers to install products on their own.

The decision should be based on finding best solution to the problem. In the overall process, one critical point to remember is that delicate problem needs to be handled delicately when implementing a solution.

6: Execute and Evaluate

Executing the solution (based on the decision) should begin along with evaluating how it is meeting expectation. It facilitate knowledge and time for adjustments. If the solution works, then record the problem, solutions and celebrate.

In conclusion, the problem resolution formula is defining the problem, exploring it to find the core, and discuss it and its impact. Furthermore delegate possible resolution and its transition – from problem to solution – when solving it. Decide and implement the best solution, and remember to be careful when handling delicate problems. Evaluate the solution to see how it is progressing. Finally record the problem, a working solution, and celebrate.