Finding Solutions

Establish criteria for measuring success, then track progress and take corrective actions when necessary.

Problem solving involves closing the gap between what is actually taking place and a desired outcome. Once you have identified a problem that needs to be addressed, start by analyzing the problem and defining it as clearly as you can. This is a key step: the definition you generate will have a major impact on all remaining steps in the process. If you get the definition wrong, all remaining steps will be distorted, because you will base them on insufficient or erroneous information.

Definition is important even if the solution appears to be obvious--without full assessment you may miss an alternative resolution that is more advantageous. Gather as much information about the situation as you can. Try to understand the goals of all of the parties involved, and clarify any aspect of the problem you are unclear about.

Once you are satisfied that you have full understanding of the issues, develop courses of action that could provide a resolution to the problem. There is often more than one way to solve a problem, so it is critical to consider all possible solutions and arrive at several alternatives from which tho choose.

Your decision will provide you with an action plan. However, this will be of little value unless it is implemented effectively. Defining how, when, and by whom the action plan is to be implemented an communicating this to those involved is what connects the decision with reality.

Your involvement should not end at implementation, however. Establish criteria for measuring success, then track progress and take corrective actions when necessary. Try to develop and maintain positive attitudes in everyone involved in the implementation process.

ACTION POINT: Define problems clearly and connect their solution to reality with an action plan.

Solving Problems

A major responsibility for all managers is to maintain a constant lookout for existing or potential problems...


Managerial success depends on making the right decisions at the right times. However, unless you define a problem and identify its root causes, it is impossible to make appropriate decisions about how to solve it. Effective managers know how to gather and evaluate information that clarifies a problem, develop alternatives, and weigh up the implications of a plan before implementing it.

A problem exists when a situation is not what is needed or desired. A major responsibility for all managers is to maintain a constant lookout for existing or potential problems, and to spot them early before they escalate into serious situations. Managers fulfill this responsibility by keeping channels of communication open, monitoring employees' current performance, and examining deviations form present plans as well as from past experience. Four situations can alert managers to possible problems:

• A deviation from past experience
• A deviation from a set plan
• When other people communicate problems to you
• When competitors start to outperform your team or organization.

ACTION POINT: Maintain vigilance to prevent and solve problems.