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to Solve?
Framing the problem properly makes all the difference in
your improvement efforts.
Dan Markovitz
MAY 14, 2020
You hear people voice this kind of “problem” all the time. It’s
always a lack: a lack of money, a lack of time, a lack of a
trustworthy sales manager, a lack of a wish-granting genie. But
these aren’t really problems at all. Sure, they sound like problems
(largely because they’re prefaced with, “The problem is….”), but in
fact they’re just solutions masquerading as problems.
Imagine that the CEO had framed the problem in any of the
following ways:
Framing the problem like this would give the CEO lots of room for
alternative solutions. She could figure out ways to lower the cost
of her service. Or work with the product team to find ways to
shorten lead time for certain services. Or provide firm parameters
for terms and discounts that the sales manager has to follow. Or,
or, or. The point is that when the problem is properly framed—
that is, as a real problem, not as a pre-determined answer—there’s
a larger solution space to explore. There’s opportunity for root
cause improvement, not just symptomatic Band-aids.
Think of the COVID-19 crisis. You could say that the problem is
the lack of a vaccine. Which is true. . . but then the only solution is
to wait for a vaccine. However, if you frame the problem like
this—“We need to keep people from dying while we wait for a
vaccine”—then we can explore faster ramp-up of testing; multiple
ways of contact tracing; better ways to keep people socially
distant; new kinds of PPE for individuals; alternative methods of
food delivery; etc.
Here are four ways you can improve your problem framing: