When it comes to problem solving, process and structure are keys to success. A good process prevents a team from getting bogged down. They work quicker and more efficiently because they’re on the same page. They tend to do each step once and do it right the first time. So what could make this recipe for success even better?
First, Some Background – One of the best examples of this “secret ingredient” came from a training experience. I was teaching and mentoring a larger organization in problem solving, Six Sigma, and Total Quality Management. Some students attended as part of a defined task force. Others participated as a department – finance & administration, engineering, marketing, the leadership team, etc.
The Challenge – Each department or team began the workshop with a brain-teaser exercise – before learning the problem solving process. Without a process, this created more of a challenge. The results were timed. The exercise was conducted in several iterations, with increasing demands on results each time. It required good communication and constant paradigm shifts. (Sounds like a normal day at work!) So who do you think did the best?
The Results – Did you pick the senior executives? After all, they had the most experience and intelligence. Ironically, they were one of the quietest teams. The culture of this particular organization was somewhat autocratic at the time. There was a lot of finger-pointing. Each executive seemed tentative to speak out for fear of looking bad. They were slow to communicate and work together.
What about the engineers? Their knowledge of the way things work and a methodical mindset should have generated solutions, right? Close. Their communication was better and the gears were definitely turning. However, the process was too slow and the ideas weren’t really flowing.
The Winners – So out of all the workshops, would you believe the marketing team blew everyone else away with this exercise? Can you guess why?
– More than any other group, they talked it up. They brainstormed out loud.
– They tried multiple options and they tried them very quickly.
– They didn’t overanalyze – they weren’t afraid to fail.
– The most significant line I heard (repeatedly) was “Let’s try it!”
– They were competitive against the clock – not each other – and rose to the challenge.
– They encouraged each other, and they had fun.
The Takeaways – Most people wouldn’t think of marketers as the best problem solvers. I’m not suggesting that either. This was just one group and it was a classroom example vs. the real world. But it impressed me so much to see this team excel compared to all the others I ever taught.
Again, I believe problem solving processes, decision making techniques, and risk management are critical. They help even the most dysfunctional team or negative culture get results. But don’t stop there! Remember this team’s success. For your next problem solving effort, be sure to mix in some of that “can-do” team spirit – along with the process.
If speed, results, and increasing demands are your reality, you can’t afford to work any other way.
Edward Livesay
