The inspiration of this post is taken from the Einstein quote:
“If I had an hour to solve a problem, I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions”
Why is this so important?
In our line of work, it is incredibly important that we take to understand your problems (our professional credibility rests on this).
It is important to not rush into problem solving mode but take a more considered approach on analysing and understanding what problem you are trying to solve in the first place.
The Strategy Journey quoted that ‘70% of all change initiatives fail to deliver on their strategic objectives.’ – why? Because they were solutions which solved the wrong problems.
Take this example, you work in a HR function, you are approached by a head of department as their sales are declining and they want you to look into it and propose some sales training.
Sounds simple enough right?
No doubt you will have a tried and tested TNA or LNA process to help you understand where people need to get better – is it their questions? The way they sell the benefits? How they interact at a personal level with the customer? And many other reasons.
But what are we missing here?
What is the heart of the problem?
We need to be confident and comfortable to explore what the heart of the problem is…our TNA/LNA above, primarily focusses on the sales agents and almost puts blame at their door for the declining sales. We have learned it is important to look at the basic need through three lenses:
1. People. Is the basic need originating from people? Their knowledge, skills or attitudes?
2. Process. Do our current processes help or hinder sales? Where do we need to resolve or evolve?
3. Systems. Is it easy for customers to do business with us? Are our systems helping or hindering the acquisition of sales?
“Where do we need to resolve or evolve?”
Of course, the problem, could be to do with a multitude of things, crossing each of these three areas – which is why it’s even more important to look at them – if we put a people solution in place to fix a process problem, it won’t work!.
“if we put a people solution in place to fix a process problem, it won’t work!”
Already we are starting to look at more about the problem than before.
This is why we want to hear from you, don’t spend another second, solving problems until you have spoken to us.
In our many years of global experience, we have solved some of organisations biggest problems which has shaped our understanding and offering to you.
Solving problems is our biggest passion.