Do you know how to think through a problem? Having fun at work is sometimes as simple as knowing how to identify and solve problems. How many times have you gone to your boss with a problem, without offering possible solutions for the problem?It’s easy to complain, but harder to come up with solutions to the issues you’re identifying. One of the best business lessons I’ve learned was from one of my close friends who was a QA manager. He taught me that when a problem comes up, define the problem, identify how the problem happens so you can replicate it, and then back track to find of the drivers of the problem. After identifying how the problem occurred, he taught me to identify possible solutions. Taking this page out of his playbook, I learned how to define a problem statement, scope of work, and potential solutions. This tool would become one of my signature tools in my Smart Lemming Toolkit. I’ve created departments and programs using this approach.

Define problem statement

First, we have to define the problem. What’s the issue, who are the stakeholders, and what are the expected results when we solve the problem? Write a couple of sentences or paragraphs, describing the problem or project. Make it a concise description of a process in need of improvement, its boundaries, and the general area of concern, where quality improvement should begin, and why work on the improvement is a priority. Have you thoroughly described it?

For example, my partner was having a problem at work. Her clients weren’t having their needs met because their Client Service team was stretched too thin. There was an emerging need and my partner saw the white space, wanting to solve this problem. I helped my partner define a new department for her employer by using this approach. She wanted to solve a problem of managing large strategic partners. She realized she should propose a process and ongoing operations for this new function. I helped her define the problem by identifying the background of the problem, the justification for creating the new function, and the corporate goals it supported. We listed the objectives of the new process and ongoing operations for this new function and its strength.

Define scope of work

The scope of work is a detailed description of the project, including measurable objectives useful for determining a successful completion. It can also list the goals, objectives, activities, and time lines. In my example above, we listed all the deliverables that were in the proposed solution(s), the measures that determined success, exclusions that weren’t part of the scope of work, the problem and issues, and any risks involved. The exclusions are what’s not going to be solved in the problem-solving process. It’s important to identify, since there might be some dependencies in your problem solving.

Who are key stakeholders and expected results?

Who is affected? Who needs to be consulted? Who’s contributing? These are your stakeholders. Identify the expected results and deliverables for solving the problem, and assign target dates to each task. Are there specific documents being delivered?

As part of our analysis in managing large strategic partners, we identified new job positions, their roles and responsibilities, estimated workload of each position, new documents and templates to be used, and ongoing communications. Basically, my partner was proposing a new department for this very lucrative revenue stream for the company. Using my approach, my partner identified the problem that their company was having: the Client Services team lacked the time, resources, and media expertise to handle these strategic partner opportunities. There was  over $20 million in strategic partnership revenue opportunity, with up to 15% available for their company if they could figure out how to manage these deals. Because my partner wanted to find a solution to a potential revenue problem for her employer, we not only defined a solution, but also proposed a new function that would manage multimillion dollar deals. We did this problem solving in one weekend. It all started with one complaint she had and a desire to fix it.

Provide Solutions to the Problem

She could have just complained to her boss about how Client Services was neglecting these clients. Instead, she decided to try to solve the problem by looking at possible solutions. This new function was approved and rolled out, eventually called the Strategic Partnership Team that improved customer service and created a self-sustaining revenue model. My experience has taught me that once I’ve properly defined and solved problems with this approach, I have been happier with my work, knowing that I’ve correctly identified what the problem is and what the potential solutions are. How can you solve your problems and look like a rock star today?

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23 Ways to be Happy at Work Series

The 23 Ways to be Happy at Work series reflects on 23 ways to help you reflect about the course of your career. After deciding to identify what made me happy at work, my list became this list. Here the are the drivers to my happiness at work that may help you manage your career:

1. Work by your values
2. Love your work, love your career
3. Decide what makes you happy in your job
4. Work can be play
5. Know the big picture
6. Walk in your boss’ shoes
7. What is the problem?
8. Try the same old thing to get different results
9. Try something new to get different results
10. List your accomplishments
11. Don’t gossip
12. Don’t react
13. Don’t worry
14. Don’t be unhealthy
15. Read up
16. Read It
17. Share knowledge
18. Mend fences
19. Be a squirrel
20. Change your workspace
21. Give yourself a gift
22. Let it go
23. Change this!

For previous entries in this series, click here.

Similar Posts:

• 23 Ways to be Happy at Work: #8 - Try the same old thing to get different results
• Dumb Lemming Moment: Stating Problems Without Solutions
• 23 Ways to be Happy at Work: #9 - Try something new to get different results
• 23 Ways to be Happy at Work: #3 - Decide What Makes You Happy in Your Job
• 23 Ways to be Happy at Work: #22 - Let it go