˳How-to... Problem Box - Solving problems

A Problem Above All Problems

"The constant pressure of daily operational tasks and problems forces businesspeople to urgently eliminate the consequences of problems. This is inevitable and normal. There is rarely time left to permanently eliminate the causes of these problems because unacceptable consequences of other problems have already emerged.

After some time, in the routine of constantly eliminating the consequences of problems, those whose causes we have not previously recognized and eliminated properly reappear. This is how we fall into a closed circle of constantly urgent removal of consequences rather than the causes of the problem. We can call this our problem above all problems."

Problem-solving through the Problem Box is extremely efficient and fast. Problems at Workanizers are solved according to a pre-prepared algorithm based on the structure of our organizational platform. The goal is to permanently solve the problems and their underlying causes so that the same problems do not recur. This is the purpose of the Problem Box tool.

1. Problem registration

Every problem, no matter how small, must be registered. Often, a problem cannot be solved immediately but must be registered promptly to ensure it is not forgotten until the next opportunity it repeats. We can retrieve the registered problem from the Problem Box signal in the Arena or directly enter it into a form/table.

Form/table: We should use a simple form/table to register the problem.

Accessibility for everyone, everywhere: It is essential that the forms/tables are easily accessible to every Doer because, in real business, anyone can encounter a problem and must register it.

All problems are important, and none should be neglected. Even the smallest problem has significance and must be registered, as well as the significant strategic problem.

Registration form

The form for registering the problem is straightforward. It should include:

• Problem name
• Problem description.
  • Location (in which organizational unit it occurred (if applicable)).
  • In which TaskPack it occurred (if applicable).
  • In which process it occurred (if applicable).
  • Is it related to any tool or group of Workanizers tools (if applicable)?
• Date of registration.
• Is it urgent?
• Who proposed the problem for solving?

Centralized and decentralized problem registration

We can have only one form and problem registry for the entire company.

Depending on the need, we can have multiple forms and problem registries and distribute them to employees in various locations to make them more accessible. When we have multiple forms for problem registration, we must ensure that we do not lose track of them (when there are too many). In such cases, it is good to use readily available technologies to collect problems automatically in one table.

Depending on the circumstances, access to the form may be difficult at some workstations. In such cases, the form can be delegated, for example, to a Process Manager who can enter reported problems into the form.

2. Problem Assessment

Urgent Problems

Priority should be given to problems that are assessed as urgent, including those that block further work, which should be solved immediately and without delay. Clear criteria must be established for what constitutes an urgent problem and what does not.

Due to their urgency, some problems may not even need to be registered and resolved through the Problem Box but can be addressed immediately (e.g., a fire).

However, the entire procedure for registering and resolving the problem still needs to be carried out later once the critical situation has been resolved. For example, following the previous example of urgency - a fire, we must go through the problem-solving process to determine why the fire occurred and what needs to be done to prevent it from happening again.

Direct orders, replacing the Doer with someone else, and canceling the execution of the task package are usually used to solve urgent problems that represent a critical situation in the company.

Problems That Are Not Urgent

These are deeper problems that need to be solved systematically and permanently. When solving problems, we should:

• Identify the cause(s) of the problem
• Propose a solution, and
• Set up a project to solve the problem, which permanently resolves the problem.

3. Finding the Root Cause of the Problem

This step may require discussion and consultation with multiple managerial roles that can contribute to problem-solving. At the Problem Box working meeting, a selected group of managers and executives discuss and identify the root cause and solution to the problem.

We locate the causes of the problem solely within the Workanizers' organizational platform structure, using the form/template (see link below) to mark the module(s) where we have located the cause of the problem and briefly describe that cause.

Template in Google Sheets:

https://docs.google.com/spreadsheets/d/1c9gzQOgTgE9c9zZdYgfYcDa7fmpaB4jHjNWu-DNzWCU/template/preview

We need to go through our organizational platform and pinpoint the error systematically. There is no need to waste time on other useless guesses and discussions.

4. Proposed Solution

By finding the root cause of the problem, we have solved the majority of the problem. Solving problems through the Problem Box immediately directs us to the places in the organizational platform where the causes of the problem are located.

In proposing a solution, we focus on eliminating the root cause of the problem using existing organizational platform tools in the correct way. Once again, when finding solutions to problems, we must be quick and efficient without engaging in useless guesses and discussions.

The proposed solution should be explained in detail as it serves as a guide for resolving the problem. One solution implementer should be selected, who will be responsible for leading the entire problem-solving project. A deadline must be set for implementing the solution.

5. Problem-Solving Project

A project is a planned way of solving a problem. It helps us make the solution certain and not neglect or forget it under the pressure of other activities. 

"The project, as we usually imagine it, is often not necessary in such a complex form. In most cases, a 'project' consisting of just a few related tasks is enough to solve the problem." 

The project monitors the progress of the solution and provides control. It is important to keep track of the following:

• Has the project been set up?
• Has it been completed, and when?
• Has it been delayed?
• What is the outcome? (Problem solved, problem partially solved, the problem not solved.)

If the outcome is negative, e.g., the problem is not solved, we register it as a new problem (in fact, we register the occurrence of problems in the usual way throughout the project). 

Project activities should be synchronized and coordinated in parallel with other tasks in the Arena.

Recognition of Prominent Participants in Problem-Solving

It is important to publicly acknowledge those who identified the problem and prominent participants in the problem-solving process and to provide them with other incentives as planned. This activity takes place in the Incentive Box.