Problems, problems… we all have them. One of the most popular ideas in problem solving circles is that problem solving can be broken down into a set of steps. This is a foundational idea to problem solving and for some reason the most well known. If you do a google search for ‘problem solving‘ this will be in results in some form. Even though I have major reservations about what such heuristics can achieve… it’s still a major part of how we think about problems and is therefore quite helpful.
A Five Step Process to Problem Solving
The five steps are usually classified in terms of the ‘life-cycle’ concept. The steps are sometimes four or six or eight but the logic is always the same. So here we go the five step process to problem solving.
Step 1 - Define the problem
Through my research into problem solving I have come to the conclusion that this is an issue of perception. What we think the problem is, the problem is. What we think the problem isn’t… the problem isn’t and so on. However, a working definition of the problem helps us to frame possible solutions. It gives us a ‘best guess’ on what is a useful definition (shape and structure) of the problem so we can begin to move forward. The definition is what you think the problem is. You can always see different views of a problem by saying to yourself, ‘Well the problem is…[insert problem definition here]‘. That’s your definition of the problem. Remember seeking multiple points of view for the problem will result in a richer, more multidimensional definition.
Step 2 - Diagnose Causes
According to your ‘working definition’ you now have root causes of the problem in mind. Note: it’s diagnose ’causes’ not cause. This phase of the problem solving cycle leads us to look for what lies beneath our assumptions and conclusions of a problem to find the generative mechanisms that cause the problem. I believe these things are perceptual as I said in the first paragraph. An example of what I mean can be found in recent economic trends. The causes of the housing crisis are always defined as being economic. This is an example of a diagnosis. It’s from the 1+1=2 school of stupid thinking. In this step we are not looking for simple answers. We are looking for the structures that ’cause’ the problem to exist… either in the mind of the beholder or somewhere else. The important thing in this phase is to look at the definition and trace it back to what would cause that definition to be a problem in the first place. What is the root cause or causes of the problem? Finding the answer to this is the challenge of problem solving.
Step 3 - Diagnosing Solutions
A solution is the proposed answer to what the problem is defined to be. A good solution not only fixes the problem but shifts it so it cannot occur again. The misnomer with ’solutions’ is that there is always an answer to be found inside the system. In reality, the problem environment may be wider and require that the overall system (technical, political, social) be shifted to change things so the problem cannot recur. We are looking for ways to stop the cause from happening. At this level of the exercise we don’t require more information. We need the right way of seeing in order to find the way forward.
Step 4 - Choosing Solutions
After we have found solutions to implement from different alternatives you choose which ones you can try. This will depend on a variety of factors. Things like: political correctness, social competency, relevance, context and power. All of these things help and prevent many problems from being solved at the same time. Choosing the solution is not just a matter of the best choice… it’s a matter of the right choice. This means you pick the solution that’s best given the context and what is feasible or desirable. Some answers are great but the social context surrounding the problem won’t allow the kind of solution that would work. If the best solution was always available to be chosen then we would have world peace. Clearly we don’t so sometimes we are stuck with the one that is ‘right’ for the time.
Step 5 - Implementation and Reflection
The term implementation means when you put the solutions to work. There is a two part process involved in this: The action and the reflection. Here is where I have sort of led you up the garden path. You never really ‘finish’ with some problem solving activities. You try what works and if you get lucky and the stars align you have a once off solution. More times than not it’s a process of action, iteration and reflection. You find a part of the cause, you try a solution, you reflect, you learn, you try again. And on you go from there. As you learn about the problem, you learn more about the causes. The more you learn about the causes the more you see the possibilities of solving it and so on. The most important thing is to never promise anyone that you have ‘the answer’. I can tell you from eight years of studying this stuff… the sands of social context can shift in a second. A problem can be a solution by the end of the same day! Take caution in implementation… make sure you actually learn.
So there you have it… the linear 5 step process to problem solving. Sure, it’s not perfect. It does however, give us a firm foundation upon which we can reflect and learn about the reality of problem solving. One final word of caution… this isn’t a recipe or a ‘process’ that is to be followed by rote. It’s a guide as to what you can expect. Each situation you encounter is different. Always allow for different views, concepts and ideas. If you have to go back and start again do it. Don’t stick to a plan that doesn’t work… stick with the context and go forward. Good luck problem solving!
