Definitions

Problem: The gap between where you are and a more desirable position.

Decision: A choice from known options.

Problems are a part of life and work. Solving them effectively — and making sound decisions — often defines how successful you are in a role. While problem-solving is about generating more options, decision-making is about choosing from them. The better the problem-solving, the easier the decision.

Understanding Crisis Situations

Crisis: An event that arises suddenly or has serious consequences for the organization or individuals.

To handle crises effectively, you need:

Steps to manage a crisis:

• Pause and assess the situation
• Ask others for input
• Clarify all available information
• Delegate where possible
• Notify others who may be impacted

Typical responses under pressure:

• Stress and panic
• Rushed actions without planning
• Mistakes and skipped procedures

Step-by-Step Problem Solving Process

1. 🔍 Analyse the Problem

• Define the current and desired situation
• Identify who benefits or is affected
• Determine how success will be measured

2. 📊 Gather Facts

• Clarify decision responsibility
• Identify limiting factors (e.g., budget, time)
• Use the 5 Whys technique to dig deeper into root causes
• Apply the 6 Ms: Manpower, Methods, Machinery, Materials, Mother Nature, Measurement

Example: Why did the car lose control? → Brake failure → Fluid loss → Failed gasket → Incorrect installation → Lack of operator training

3. 🤝 Consult

• Engage others, especially those affected
• Check whether this problem has occurred before

4. 💡 Generate Solutions

• Explore multiple options using brainstorming
• Question assumptions: Who? How? What? Why? Where? When?
• Estimate potential cost and impact

5. ✅ Decide and Implement

• Be decisive — avoid analysis paralysis
• Create an action plan and brief your team
• Communicate the "why" behind the decision

6. 🔁 Follow Up and Evaluate

• Track progress against goals
• Solve any arising issues promptly
• Assess success using defined metrics or a cost-benefit analysis

Why Use a Systematic Approach?

• Prevents skipping important steps
• Reduces reliance on guesswork
• Helps solve the root causes, not just symptoms
• Leads to more confident, structured decisions

Conditions for Effective Team Problem-Solving

• Everyone understands the problem and its context
• Boundaries and constraints are clearly defined
• The team has focused time to work without distractions