ABCO Payroll Services®

By Roger Reynolds

Many times we as individuals, businesses and governments try to solve "Problems" without first defining what the problem is. What we try to do is treat a symptom and not the underlying problem.

What are the steps in problem solving?

1. Define the problem - Gather information, clarify, understand and reach agreement on what is the real problem.
2. Develop solutions - "Brainstorm", making a list of as many alternative solutions as possible.
3. Consider the consequences - Evaluate the merits of each alternative solution, ranking the solutions from best to poorest.
4. Make a decision - Decide on a solution to the problem, list steps that need to be taken and assign responsibility for each step to be taken.
5. Implement and evaluate the solution - Make sure there is open communication during the implementation and adjustments made where necessary and evaluate the results.

What usually happens is there is a "Problem" that needs immediate attention. Let's say you run out of gas on your way home. The first priority is to get some gas so you can continue home. Then you can start gathering information to determine the root problem. Is the gas gauge not working properly? Do you have a fuel leak? Or, do you simply need to do a better job planning your stops at the gas station? After determining the "Real" problem you can take action to avoid a recurrence of the problem in the future.

In business we have the same process. If we make a mistake and have a client that needs immediate attention, the first priority is taking care of the client and solving that immediate "Problem". When these situations occur in our office, I remember what Lou Holtz said in an article about coaching. When a player makes a mistake on the field, he never criticizes during a game. I think that is good advice when those urgent situations occur. Don't waste energy and cause more stress while you're trying to get the "Fire" put out.

After the "Fire" is put out and calm has returned is the time to start reviewing. Why did this problem occur, and how can we keep it from recurring in the future?