Problem-Solving in the Workplace

The first fix is usually for the first cause you saw, which is usually the wrong one. Finding the real cause first.

A problem is the gap between where things are and where they need to be — but under pressure it gets read as the thing to blame, and the fix goes to the first cause that comes to mind. The reject rate is up, so it must be the new operator; the line stalled, so it must be the machine. Solve the wrong cause and the problem comes back next week wearing the same clothes.

This course makes you name the gap, resist the first solution, find the actual cause with real questions, and choose on the evidence rather than the loudest voice — then check whether the fix held.

You will practice:

• Naming the gap between now and where things need to be, and looking for the opportunity, before reaching for a fix
• Catching the traps — the first solution, evidence that only fits, fixing on one cause, going along with the room
• Finding the real cause before you choose, with what, who, where, when and how
• Choosing on the evidence, not the loudest voice, and reviewing the fix once it is running