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Problem Solving: How do leaders know they have a problem?

Apr 4, 2010
Problem Solving

 Problems are all around us.  If everyone knew what to do and how to do it, it would be easy.  Leaders would not be needed.    It is our obligation as leaders to solve problems in a thoughtful, dispassionate way.  We must solve problems in order to achieve and sustain organizational excellence.  Leaders exist for this very reason.   One of our many jobs is to decide which problems need solved. So where do you begin?

1.  Use data.   Data is plentiful and at our fingertips.  Begin studying department or organization indicators that are not meeting goal or the benchmark.  Review feedback reports, inspection summaries, and survey results to identify additional opportunities. Click here to read Organizational Results: Display Comparative Data

2.  Ask key stakeholders.  Ask leaders what the top 3 to 5 issues are in their department.  When rounding and talking with employees, ask them what can be done to make their work easier.  Conduct focus groups to drill down into issues and concerns to get to the root of the problem.

3.  Listen intently.  After asking your questions, be quiet.  Refrain from trying to explain what has been done, what is planned or why.

4.  Make a list.  List the problems you have found through your data review, those your key stakeholders have shared, and the problems you have heard from listening intensely.

How do you know when you have a problem?

6 Comments
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6 Comments

  1. Kendall L. Stewart  •  Apr 4, 2010 @8:25 pm

    I try to remind myself that I always have a problem.
    I just may not have recognized it yet.
    There is usually an opportunity to improve.
    My complacency may be the first sign of my most pressing problem.

  2. stonej  •  Apr 6, 2010 @1:36 pm

    When doing staff rounding the template question we ask is about processes or systems that need improved. Asking about the top 3 issues for them in their daily work may be a better way to gain information. I think I’ll try this with this next quarters rounding. Thanks for the suggestion.

  3. Vicki Noel  •  Apr 6, 2010 @9:23 pm

    I agree with Kendall….there is always a root problem. Unfortunately I find myself wanting to rush into solutions to a “problem” without using these steps of diligence to first clearly identify what problem even needs fixed. I think I and others do this for the desire to “do SOMETHING” rather than helplessly doing nothing.

  4. Kendall L. Stewart  •  Apr 7, 2010 @6:30 pm

    Jone, I agree that people are more likely to think of opportunities when they think about their individual challenges at work.
    Most of us don’t think about systems improvement naturally.
    We are more concerned with the scope of things that concern us directly.

  5. Vicki  •  Apr 9, 2010 @8:55 pm

    Hopefully I will have a picture now.

  6. Leeann Sammons  •  Apr 10, 2010 @6:17 pm

    Vicki, using this process definitely forces focus and more thoughtful thinking. And yes, you know have a picture.

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