A Problem-solving Process That Really Works

A problem, says Wikipedia, is “an issue or obstacle which makes it difficult to achieve a desired goal, objective or purpose.”  In that sense, everyone will experience a problem, one way or another, because everyone has a desire, a goal, an objective or purpose. The problem may be a condition (as in a sickness), a lack (as in poverty), an excess (as in obesity), a question (where did I come from?), a person (as in a relationship), an idea  that is difficult to understand or an issue that is unresolved.

It is therefore in our nature to want to solve problems. But since we are not taught how to solve problems until probably later in our lives or unless we go technical or science in our schooling, our abilities to solve problems only emerge as problems occur and therefore remain experiential and circumstantial in character. Because of this, we tend to associate current problems with our past experiences and proceed to solve them the way we used to. We tend to jump to conclusions which can be very costly if not altogether disastrous.

We therefore need a structured way, if there is any, of solving problems, in order to avoid the consequences of instinctive action, being one-tracked or overly subjective, and working on the wrong premise or cause.

My own experiences with problems and problem-solving enabled me to look at several methods available. I find George Polya’s four-step problem-solving model very simple, practical and easy to apply. Polya’s steps are “understand the problem, devise a plan, carry out the plan and review/extend.”

Later in my career, I came across Kepner-Tregoe’s Problem-Solving Technique and was impressed with its application to business and industries. Drs. Charles Kepner and Benjamin Tregoe introduced their system more than 40 years ago and have since helped businesses and organizations with their research-based PSDM Method. The KT Method as it is known is made up of four distinct processes: situation appraisal, problem analysis, decision analysis and potential problem analysis.

Over the years, from my experiences with problems and problem-solving, I have developed my own system of resolving life and business issues. My four steps are:

1.  Define the problem and its causes

2.  Generate alternative solutions

3.  Choose the best solution

4.   Implement and review

I had the great opportunity to validate these steps in a very typical yet unforgettable manner recently. You see, I usually wake up at 4 a.m. to do my writing. The first thing I do is to go to the dimly-lit kitchen to make coffee. I boil the water in a coffee pot and pour it into a stainless thermos bottle, from where I pour hot water into my coffee mug containing my pre-mixed coffee, sugar and cream.