Banish the Problem/Solution Mantra

Find a problem, find a solution. Find a problem, find a solution. This is the problem/solution mantra. One that is widely followed. Yet for every problem solved it seems like two more appear. Is this progress? Or does this mantra create an endless problem solving treadmill from which there is no escape?

In our information intensive, reactionary work environment it appears that problem solving and firefighting are becoming the job descriptions of more and more people. Within the age of the sound bite there is no time to analyze the root cause of problems. There is only time to stamp out each problem as quickly as possible - knowing full well that the next problem will arrive all too soon.

Enterprise Lean suggests there is another way. An alternative to the problem/solution mantra is the value mantra. Instead of “find a problem, find a solution,” the value mantra is simply “increase customer value.”

Imagine that someone followed the problem/solution mantra for 30 days. What would they have at the end of that time? More problems! However, if they followed the value mantra for 30 days what would they have? More customer value! Which path would you rather take?

In either scenario after the end of 30 days there may be fewer “problems.” But “increasing customer value” provides a worthy goal. It leads an organization to identify both the highest priority problem/solutions, as well as the product/service enhancements, that maximize customer value.

Conversations about increasing customer value also tend to be less defensive that those about problems. Asking “How can I help you to increase customer value” can be a lot less threatening that asking “How can I help you to solve your problems.”

Our words define our reality. A problem solving culture can be easily identified by its use of the problem/solution mantra. Whereas an Enterprise Lean culture all but banishes the problem/solution mantra and instead continuously increases customer value.

Updated August 22, 2010; first posted December 20, 2005