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Go, Look, Understand

2 June, 2016 by James Lawther 3 Comments

Problem solving

To solve a problem you need to understand the problem.

Understanding comes at all sorts of places:

Opinions

We all have opinions, mental models of how things work and people behave.  Our opinions help us box off and make sense of the world.

Data

Numbers and patterns.  Information that helps us see how behaviour and performance change of time.  Numbers and patterns that let us work out cause and effect relationships.

Observations

Things that we have actually seen.  Facts from the shop floor.  The detail of how customers and employees feel and behave.  The facts that challenge the data.

Use all three

Understanding doesn’t come from any single place.

  • Opinions without data can be flat-out wrong
  • Data without observations can mislead
  • Observation without opinion is just sight-seeing

To understand a problem you need at least three perspectives (maybe more):

  • Opinions to challenge
  • Data to predict
  • Observations to refine

It isn’t enough…

To stare at charts in presentations and cast edicts from a meeting room.

If you want to solve a problem you have to understand it.  To understand it you have to go and look.

You can’t transform something you don’t understand ~ Annette Franz

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Go Look Understand

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Image by A Cromwell

Filed Under: Blog, Process Improvement Tagged With: back to the floor, gemba, problem solving

About the Author

James Lawther
James Lawther

James Lawther is a middle-aged, middle manager.

To reach this highly elevated position he has worked in numerous industries, from supermarket retailing to tax collecting.  He has had several operational roles, including running the night shift in a frozen pea packing factory and carrying out operational research for a credit card company.

As you can see from his C.V. he has either a wealth of experience or is incapable of holding down a job.  If the latter is true this post isn’t worth a minute of your attention.

Unfortunately, the only way to find out is to read it and decide for yourself.

www.squawkpoint.com/

Comments

  1. Annette Franz says

    12 June, 2016 at 10:32 pm

    Thanks, James, for including my quote. I agree… there are many different ways to understand. And, to your point, you often need different sources and perspectives to get the full picture.

    Reply
    • James Lawther says

      19 June, 2016 at 5:04 pm

      Maybe any perspective would be good Annette…

      And it is a great quote :)

      Reply

Trackbacks

  1. 4 Ways for Problem Solving says:
    10 June, 2016 at 2:45 pm

    […] A man you know is hungry.  There are 4 ways you could solve his problem: […]

    Reply

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