what is problem solving in a business

* Review and document how processes currently work

*  Why do you think there's a problem (identify potential causes: who, what, why, where, how)

*  State the problem as clearly as possible

SOURCE:

Intensive manual processing due to physical handling of paperwork.

: Annual leave forms are typically filled out by the Employee, printed, sent to the Manager/Delegate for approval, sent to Human Resources for verification and data entry, scanned and uploaded to the EDRMS, and then sent to Payroll for (re) data entry.

: This highly manual scenario leads to ‘bottlenecks’ in service delivery and promotes the risk of poor organisational response to business and lost time that should be spent carrying out core business.

SOURCE: 

*  Get input from people who are affected by the problem

*  Write down opinions and observations of people affected by the problem

*  Consider all potential causes of the problem: competition, business model, market factors, team performance, etc.

*  If needed, conduct a SWOT analysis (Strengths, Weaknesses, Opportunities, Threats)

*  Employ research tools, such as information sources, databases, surveys, and interviews for fact finding, data gathering and analysis, etc.

SOURCE: Cisco Systems, Inc. SWOT Analysis; Date:   October 26, 2020

Porter's Five Forces

• Threat of New Entrants (effectively, this is “Barriers to Entry”)
• Competitive Dynamics
• Supplier Power
• Buyer Power
• Threat of Substitutes
• Competitors
• Customers/clients
• Opportunities

SOURCE and for additional information on analysis frameworks and more, please go to: STREETOFWALLS

• << Previous: SKILLS AND QUALIFICATIONS NEEDED IN PROBLEM-SOLVING
• Next: CASE STUDIES >>
• Last Updated: Mar 23, 2024 4:47 PM
• URL: https://libguides.nypl.org/problem_solving_in_business

We Value Your Privacy

We use technology such as cookies on our website, and through our partners, to personalize content and ads, provide social media features, and analyse our traffic. To find out more, read our privacy policy and Cookie Policy . Please also see our Terms and Conditions of Use . By accepting these terms you agree to your information being processed by Inbox Insight, its Partners or future partners, that you are over 18, and may receive relevant communications through this website, phone, email and digital marketing. For more information on how we process your data, or to opt out, please read our privacy policy . Our policies and partners are subject to change so please check back regularly to stay up to date with our terms of use and processing.

Authors and brands

Featured content.

• 7 Steps to Effective Business Problem Solving

Lidia Hovhan SEO Analyst

In the world of business, one piece of advice you can probably abide by is to expect the unexpected.

Whatever the size of your business, you need to have a contingency plan for when problems arise since they are a part of every organization.

Regardless of how well you forecast, plan and test, challenges will always emerge in business. Having the right problem-solving plan can go a long way in ensuring you continue to function even amid unexpected and difficult circumstances.

What is problem-solving in business?

Problem-solving refers to the process to remove or mitigate obstacles that prevent a business from reaching its strategic goals. These can be issues that widen the gap between results and desired outcomes that do not have an obvious or immediate solution. They can be present in operational processes, teams or throughout an organization.

For instance, if the main problem a business is facing is productivity from remote employees, ensuring you equip them with the right work from home essentials by Omnicore can positively impact their productivity.

To be able to approach problem solving effectively, an organization should establish processes that can help in evaluating them, exploring the solutions, prioritizing execution and measuring success.

Why is it so important?

Acquiring problem-solving skills makes it easier for a team to tackle critical business issues or conflicts as they arise. This is a process that needs to be initiated by the management. A CEO or business owner should possess level-headed problem-solving skills to be mirrored by the employees.

With effective problem-solving techniques, the company and staff are better placed to deal with issues more effectively and even establish and refine how they deal with challenges in the future. A business can turn obstacles into opportunities with the right skills while keeping a level head.

In many ways, a problem-solving strategy should mirror how a business reviews performance through regular plan reviews. This calls for working through documentation, finding gaps, digging to find root causes and discussing possible options. Without such a process, problem solving cannot be effective or efficient.

Here are 7 steps you can take to create an effective problem-solving strategy.

1. Define the problem clearly

Whenever a problem crops up, it requires evaluating instead of jumping right into creating the solution. Failing to define and evaluate the root cause of the problem leads to the development of a strategy that will not work, as this is equal to just treating the symptoms.

For instance, when the sales numbers from a new customer start dropping, most businesses will rush into creating a marketing master plan to increase brand exposure as a way of driving up sales. While this may work in the short term, it does not solve the root cause of the drop in sales.

Defining the problem ensures you don’t miss the root cause of the symptoms. To do this, you need to look at it from different angles.

• The competition: Is the promotion or pricing of a competitor hurting your sales? Take time to learn who the newest entrants in your niche are, and the strategies they are using to market their business or product. This may be the cause of the issues you are facing. 
• Your business model: Do you have a sustainable business model? You need to ensure that your growth plan is realistic and consider exploring other cost and pricing strategies.
• The market: Determine how world events and the economy are affecting your sales and customers.
• The team: Investigate possible issues affecting the team’s productivity. Equip them with the necessary tools and resources for success. 

2. Think about multiple possible solutions

The success of any problem-solving process is dependent on how well a business can design a solution. The design thinking approach is one of the most used strategies for problem-solving since it helps to see the issue from different perspectives, leading to creating different possible solutions.

For this to be possible, the business needs to involve a wide array of people in the problem-solving process.

3. Conduct a S.W.O.T analysis

A S.W.O.T analysis is an excellent way or any business to have a look at its strengths and weaknesses. For instance, the launch of a groundbreaking product may be a strength, but the low margins can be the weakness.

In a S.W.O.T analysis, a business will need to document all its external opportunities as well as strengths. This analysis is conducted to make it easier for an organization to become more self-aware. It is a strategic planning tool that helps you identify problems before they affect the business. This makes it easier for the organization to develop solutions before the problem actually arises.

4. Gather input from mentors and the team

When conducting analysis, it’s ideal to seek input from your team to get valued ideas, concerns and opinions on the issues the business is facing. The feedback you get from your mentors, and the team can make your moves more efficient and faster in your problem-solving agenda.

Bringing in your team ensures you use their experiences and expertise in your business to dig deeper and navigate all underlying issues that may have caused the problems you are experiencing. You can also use their ideas and input to craft possible solutions.

If you are a solo entrepreneur, you can benefit from gathering input from your mentors. It’s also advisable to connect with trusted business advisors to get a different view of your issues.

Having greater diversity amongst the people you bring into the problem-solving process can improve your chances of coming up with effective long-term solutions.

5. Prioritize potential solutions

When you allow different people to help you come up with different solutions for your problem, you increase the chances of having multiple possible solutions to a common business problem. With all the options you have, you can evaluate each solution's pros and cons and prioritize the best options in the list.

Always remember that no solution is foolproof. Taking time to go through possible solutions while evaluating their pros and cons increases your chances of implementing the best option of them all.

6. Make a decision

To be able to solve a business problem effectively, you need to decide on the solution to implement. The decision-making process involves settling on the right course of action and should be done as soon as possible to avoid further losses. Taking too long to make a decision only gives the problem more time to impact your business negatively.

Once you have possible, reliable solutions, you need to ensure you implement the solution immediately by choosing a solution and sticking to it.  

7. Track progress

The only way to know whether you have successfully solved a problem is by keeping track of the implemented solution. This can be achieved by defining what successful problem-solving looks like and determining how the solution should impact your business.

Some of the questions you can ask when tracking progress include:

• Did it work?
• Was it a good solution?
• Did we learn something through the implementation that can be applied to other potential problems?

The best way to track your progress is by identifying key metrics to track. For instance, you can choose to track your profit margins after implementing a solution. You can tell whether a solution is working by constantly setting and hitting milestones. It’s also important to keep an eye on other business metrics to ensure the solution does not bring rise to other problems. Keeping an eye on the progress will ensure you remain a step ahead of future challenges.

Don’t be afraid of going back to the drawing board to perfect your solution if you identify loopholes that require improvement. Problem solving is a continuous process.

The bottom line

When you are good at problem-solving, you become more valuable in your business, thus setting yourself up for more success. The simple steps highlighted above can make you a more efficient and effective problem solver for your business. Taking time to practice the steps and develop the skills makes the process more natural to you, making future problem solving a breeze.

Access the latest business knowledge in Management

Lidia Hovhan

Lidia is part of the Content and Marketing team at OmnicoreAgency . She contributes articles about how to integrate digital marketing strategy with traditional marketing to help business owners to meet their online goals. You can find professional insights in her writings. 

https://www.omnicoreagency.com/

Join the conversation...

Further Reading

Harness the Power of MES

Intelligent Automation Powered by Legion WFM

Strategies to ensure success for your governance project

9 Workplace Personalities as Defined by their Desks [Infographic]

• Product overview
• All features
• App integrations

CAPABILITIES

• project icon Project management
• Project views
• Custom fields
• Status updates
• goal icon Goals and reporting
• Reporting dashboards
• workflow icon Workflows and automation
• portfolio icon Resource management
• Time tracking
• my-task icon Admin and security
• Admin console
• asana-intelligence icon Asana AI
• list icon Personal
• premium icon Starter
• briefcase icon Advanced
• Goal management
• Organizational planning
• Campaign management
• Creative production
• Content calendars
• Marketing strategic planning
• Resource planning
• Project intake
• Product launches
• Employee onboarding
• View all uses arrow-right icon
• Project plans
• Team goals & objectives
• Team continuity
• Meeting agenda
• View all templates arrow-right icon
• Work management resources Discover best practices, watch webinars, get insights
• What's new Learn about the latest and greatest from Asana
• Customer stories See how the world's best organizations drive work innovation with Asana
• Help Center Get lots of tips, tricks, and advice to get the most from Asana
• Asana Academy Sign up for interactive courses and webinars to learn Asana
• Developers Learn more about building apps on the Asana platform
• Community programs Connect with and learn from Asana customers around the world
• Events Find out about upcoming events near you
• Partners Learn more about our partner programs
• Support Need help? Contact the Asana support team
• Asana for nonprofits Get more information on our nonprofit discount program, and apply.

Featured Reads

• Collaboration |
• Turn your team into skilled problem sol ...

Turn your team into skilled problem solvers with these problem-solving strategies

Picture this, you're handling your daily tasks at work and your boss calls you in and says, "We have a problem." 

Unfortunately, we don't live in a world in which problems are instantly resolved with the snap of our fingers. Knowing how to effectively solve problems is an important professional skill to hone. If you have a problem that needs to be solved, what is the right process to use to ensure you get the most effective solution?

In this article we'll break down the problem-solving process and how you can find the most effective solutions for complex problems.

What is problem solving? 

Problem solving is the process of finding a resolution for a specific issue or conflict. There are many possible solutions for solving a problem, which is why it's important to go through a problem-solving process to find the best solution. You could use a flathead screwdriver to unscrew a Phillips head screw, but there is a better tool for the situation. Utilizing common problem-solving techniques helps you find the best solution to fit the needs of the specific situation, much like using the right tools.

Decision-making tools for agile businesses

In this ebook, learn how to equip employees to make better decisions—so your business can pivot, adapt, and tackle challenges more effectively than your competition.

4 steps to better problem solving

While it might be tempting to dive into a problem head first, take the time to move step by step. Here’s how you can effectively break down the problem-solving process with your team:

1. Identify the problem that needs to be solved

One of the easiest ways to identify a problem is to ask questions. A good place to start is to ask journalistic questions, like:

Who : Who is involved with this problem? Who caused the problem? Who is most affected by this issue?

What: What is happening? What is the extent of the issue? What does this problem prevent from moving forward?

Where: Where did this problem take place? Does this problem affect anything else in the immediate area? 

When: When did this problem happen? When does this problem take effect? Is this an urgent issue that needs to be solved within a certain timeframe?

Why: Why is it happening? Why does it impact workflows?

How: How did this problem occur? How is it affecting workflows and team members from being productive?

Asking journalistic questions can help you define a strong problem statement so you can highlight the current situation objectively, and create a plan around that situation.

Here’s an example of how a design team uses journalistic questions to identify their problem:

Overarching problem: Design requests are being missed

Who: Design team, digital marketing team, web development team

What: Design requests are forgotten, lost, or being created ad hoc.

Where: Email requests, design request spreadsheet

When: Missed requests on January 20th, January 31st, February 4th, February 6th

How : Email request was lost in inbox and the intake spreadsheet was not updated correctly. The digital marketing team had to delay launching ads for a few days while design requests were bottlenecked. Designers had to work extra hours to ensure all requests were completed.

In this example, there are many different aspects of this problem that can be solved. Using journalistic questions can help you identify different issues and who you should involve in the process.

2. Brainstorm multiple solutions

If at all possible, bring in a facilitator who doesn't have a major stake in the solution. Bringing an individual who has little-to-no stake in the matter can help keep your team on track and encourage good problem-solving skills.

Here are a few brainstorming techniques to encourage creative thinking:

Brainstorm alone before hand: Before you come together as a group, provide some context to your team on what exactly the issue is that you're brainstorming. This will give time for you and your teammates to have some ideas ready by the time you meet.

Say yes to everything (at first): When you first start brainstorming, don't say no to any ideas just yet—try to get as many ideas down as possible. Having as many ideas as possible ensures that you’ll get a variety of solutions. Save the trimming for the next step of the strategy. 

Talk to team members one-on-one: Some people may be less comfortable sharing their ideas in a group setting. Discuss the issue with team members individually and encourage them to share their opinions without restrictions—you might find some more detailed insights than originally anticipated.

Break out of your routine: If you're used to brainstorming in a conference room or over Zoom calls, do something a little different! Take your brainstorming meeting to a coffee shop or have your Zoom call while you're taking a walk. Getting out of your routine can force your brain out of its usual rut and increase critical thinking.

3. Define the solution

After you brainstorm with team members to get their unique perspectives on a scenario, it's time to look at the different strategies and decide which option is the best solution for the problem at hand. When defining the solution, consider these main two questions: What is the desired outcome of this solution and who stands to benefit from this solution? 

Set a deadline for when this decision needs to be made and update stakeholders accordingly. Sometimes there's too many people who need to make a decision. Use your best judgement based on the limitations provided to do great things fast.

4. Implement the solution

To implement your solution, start by working with the individuals who are as closest to the problem. This can help those most affected by the problem get unblocked. Then move farther out to those who are less affected, and so on and so forth. Some solutions are simple enough that you don’t need to work through multiple teams.

After you prioritize implementation with the right teams, assign out the ongoing work that needs to be completed by the rest of the team. This can prevent people from becoming overburdened during the implementation plan . Once your solution is in place, schedule check-ins to see how the solution is working and course-correct if necessary.

Implement common problem-solving strategies

There are a few ways to go about identifying problems (and solutions). Here are some strategies you can try, as well as common ways to apply them:

Trial and error

Trial and error problem solving doesn't usually require a whole team of people to solve. To use trial and error problem solving, identify the cause of the problem, and then rapidly test possible solutions to see if anything changes. 

This problem-solving method is often used in tech support teams through troubleshooting.

The 5 whys problem-solving method helps get to the root cause of an issue. You start by asking once, “Why did this issue happen?” After answering the first why, ask again, “Why did that happen?” You'll do this five times until you can attribute the problem to a root cause. 

This technique can help you dig in and find the human error that caused something to go wrong. More importantly, it also helps you and your team develop an actionable plan so that you can prevent the issue from happening again.

Here’s an example:

Problem: The email marketing campaign was accidentally sent to the wrong audience.

“Why did this happen?” Because the audience name was not updated in our email platform.

“Why were the audience names not changed?” Because the audience segment was not renamed after editing. 

“Why was the audience segment not renamed?” Because everybody has an individual way of creating an audience segment.

“Why does everybody have an individual way of creating an audience segment?” Because there is no standardized process for creating audience segments. 

“Why is there no standardized process for creating audience segments?” Because the team hasn't decided on a way to standardize the process as the team introduced new members. 

In this example, we can see a few areas that could be optimized to prevent this mistake from happening again. When working through these questions, make sure that everyone who was involved in the situation is present so that you can co-create next steps to avoid the same problem. 

A SWOT analysis

A SWOT analysis can help you highlight the strengths and weaknesses of a specific solution. SWOT stands for:

Strength: Why is this specific solution a good fit for this problem? 

Weaknesses: What are the weak points of this solution? Is there anything that you can do to strengthen those weaknesses?

Opportunities: What other benefits could arise from implementing this solution?

Threats: Is there anything about this decision that can detrimentally impact your team?

As you identify specific solutions, you can highlight the different strengths, weaknesses, opportunities, and threats of each solution. 

This particular problem-solving strategy is good to use when you're narrowing down the answers and need to compare and contrast the differences between different solutions. 

Even more successful problem solving

After you’ve worked through a tough problem, don't forget to celebrate how far you've come. Not only is this important for your team of problem solvers to see their work in action, but this can also help you become a more efficient, effective , and flexible team. The more problems you tackle together, the more you’ll achieve. 

Looking for a tool to help solve problems on your team? Track project implementation with a work management tool like Asana .

Related resources

6 ways to develop adaptability in the workplace and embrace change

4 ways to establish roles and responsibilities for team success

9 tips for taking better meeting notes

How Asana streamlines strategic planning with work management

• Newsletters
• Best Industries
• Business Plans
• Home-Based Business
• The UPS Store
• Customer Service
• Black in Business
• Your Next Move
• Female Founders
• Best Workplaces
• Company Culture
• Public Speaking
• HR/Benefits
• Productivity
• All the Hats
• Digital Transformation
• Artificial Intelligence
• Bringing Innovation to Market
• Cloud Computing
• Social Media
• Data Detectives
• Exit Interview
• Bootstrapping
• Crowdfunding
• Venture Capital
• Business Models
• Personal Finance
• Founder-Friendly Investors
• Upcoming Events
• Inc. 5000 Vision Conference
• Become a Sponsor
• Cox Business
• Verizon Business
• Branded Content
• Apply Inc. 5000 US

Inc. Premium

9 Keys to Solving Problems in Business Quickly and Effectively

Problem-solving in business takes self-discipline and focus, but is a skill that must be learned..

Creating a new business , or working in an existing one, is all about problem solving. Some people are good at it and some are not -  independent of their IQ  or their book smarts (there may even be an inverse relationship here). Yet I'm convinced that problem-solving is a  learnable trait , rather than just a birthright.

Business owners who are great problem solvers within any business are the best prepared to solve their customers' needs effectively as well. In fact, every business is about solutions to customer problems - no problems, no business. Problems are an everyday part of every business and personal environment.

Thus it behooves all of us to work on mastering the discipline of problem solving. Here is a formula from Brian Tracy, in his classic book No Excuses! The Power of Self-Discipline  that I believe will help business professionals move up a notch in this category:

1. Take the time to define the problem clearly. 

Many business leaders like to jump into solution mode immediately, even before they understand the issue. In some cases, a small problem can become a big one if you attack it with inappropriate actions. In all cases, real clarity will expedite the path ahead. 

2. Pursue alternate paths on "facts of life" and opportunities. 

Remember, there are some things that you can do nothing about. They're not problems; they are merely facts of life, like natural disasters. Often, what appears to be a problem is actually an opportunity in disguise. 

3. Challenge the definition from all angles. 

Beware of any problem for which there is only one definition. The more ways you can define a problem, the more likely it is that you will find the best solution. For example, "sales are too low" may mean strong competitors, ineffective advertising, or a poor sales process. 

4. Iteratively question the cause of the problem. 

This is all about finding the root cause, rather than treating a symptom. If you don't get to the root, the problem will likely recur, perhaps with different symptoms. Don't waste time re-solving the same problem. 

5. Identify multiple possible solutions. 

The more possible solutions you develop, the more likely you will come up with the right one. The quality of the solution seems to be in direct proportion to the quantity of solutions considered in problem-solving. 

6. Prioritize potential solutions. 

An acceptable solution, doable now, is usually superior to an excellent solution with higher complexity, longer timeframe, and higher cost. There is a rule that says that every large problem was once a small problem that could have been solved easily at that time. 

7. Make a decision. 

Select a solution, any solution, and then decide on a course of action. The longer you put off deciding on what to do, the higher the cost, and the larger the impact. Your objective should be to deal with 80 percent of all problems immediately. At the very least, set a specific deadline for making a decision and stick to it. 

8. Assign responsibility. 

Who exactly is going to carry out the solution or the different elements of the solution? Otherwise, nothing will happen, and you have no recourse but to implement all solutions yourself. 

9. Set a measure for the solution. 

Otherwise, you will have no way of knowing when and whether the problem was solved. Problem solutions in a complex system often have unintended side effects which can be worse than the original problem. 

People who are good at problem-solving are some of the most valuable and respected people in every area. In fact, success is often defined as the ability to solve problems. In many cultures, this is called street smarts , and it's valued even more than book smarts. The best business professionals have both.

A refreshed look at leadership from the desk of CEO and chief content officer Stephanie Mehta

Privacy Policy

Indeed, while some employers have been increasing child care benefits, fewer have policies regarding time off to care for older family members. But according to insurance company WTW, employer  interest in paid caregiver leave is growing: In January, a quarter of employers surveyed by WTW reported offering a paid caregiver leave policy, but another 22 percent said they are planning to or considering implementing one over the next two years. 

Time away (with an assurance of job security) and flexibility are the top two things caregivers say they need from their employers, according to the Grayce survey. But some need help that goes a step further. Twenty-seven percent of surveyed caregivers say they could use help securing a professional caregiver to be physically present for their loved one, and around 20 percent say they wish they had access to a licensed professional who could help them create a support plan. 

Employers have a vested interest in developing these benefits, the report notes. More than seven in ten surveyed employees say if they received support for their care needs from their employer, it would have helped them avoid or reduce the time they took away from work. 

\"The culture of leave is historically just to give people space,\" says Sebastien. \"But what we're seeing in this data is that there's a big subset of the population that's navigating ongoing care needs, and space is not just going to solve it.\"  

Balancing caregiving duties and work can be incredibly challenging, and a lack of employer support can make some employees feel that managing both is impossible. According to the survey, when employees take extended leave for caregiving reasons, they are 3.4 times more likely to consider quitting. 

\"This is a call to action for employers to support caregivers--before they go on leave--with high-touch concierge service. That is, providing caregivers with the benefits and support they need to navigate their caregiving responsibilities as full-time employees,\" the report says. 

For entrepreneurs at the start of their business-building journey, fundraising isn't just about securing capital. It's also an opportunity to expand their network, receive valuable feedback, and increase brand exposure.

Such was the case for San Francisco-based Mimio Health --a biotech company making supplements that aid in longevity--which gained more than just funding from angel investing syndicate Gaingels .  

Mimio CEO and co-founder Chris Rhodes first became fascinated with healthy aging, longevity, and intermittent fasting while pursuing a PhD in nutritional biochemistry from UC Davis. After participating in a series of accelerators and pre-seed rounds, the company raised a $1.75 million seed round in March 2023, led by Better Ventures, with participation by SOSV, Thia Ventures, What If Ventures, R42, and Gaingels.

Although Gaingels wasn't Mimio Health's largest investor in its seed round ($43,000 for a 0.68 percent equity stake), its involvement has brought valuable nonmonetary benefits. 

Originally conceived as an angel investment group made up of LGBTQ+ investors, Gaingels invests in diverse business leaders and specifically in LGBTQ+ founders, an underserved community when it comes to funding. A recent StartOut report notes that LGBTQ+ founders raised only 0.5 percent of startup funding in the U.S. between 2000 and 2022. Despite this disparity, LGBTQ+ founders have demonstrated remarkable economic performance when given the opportunity. Compared with the average U.S. founder , from 2000 to 2022 LGBTQ+ founders created 36 percent more jobs, 114 percent more patents, and 44 percent more exits--all while having 16 percent less funding.   

Rhodes, a member of the LGBTQ+ community, says he has gained valuable insight from Gaingels' seminars, learning about other companies' activities and fundraising strategies. Additionally, Rhodes says that Mimio Health has established extensive connections through Gaingels' inclusive portfolio network, some of which have led to brand exposure opportunities, including \"the person who set us up with a podcasting agency that helped us land all of these placements that helped push the brand forward in the early days.\"

Rhodes has also found working with a like-minded investor and the supportive community Gaingels brings beneficial. This shared understanding and network provided Mimio Health with both professional and personal support, enhancing the overall experience of the entrepreneurial journey.

\"Being a part of that network has been great for me because I feel a great sense of community,\" says Rhodes. \"Even just to see that I'm not alone in this journey, that there are a ton of other LGBTQ+ founders like me who are going through similar trials and tribulations and having their own unique experiences with things is just really helpful for me, from like an 'everything's alright with the world' kind of standpoint.\"

During the year since its launch, Mimio Health has continued pushing out its first biomimetic fasting supplement, but Rhodes says the company wants to research other regenerative states of the body, such as exercise, sleep, and meditation. The goal is to understand what occurs in the body during these activities and explore ways to replicate these effects. 

Rhodes says that although Gaingels currently does not have a formal role in Mimio Health beyond being an investor, his company might seek additional capital if it transitions from seed to Series A funding. 

\"We're not actively raising capital, so we're not actively going back into the Gaingels network right now, but it's definitely something that we would be looking to do in the future because Gaingels does a lot of follow-on funding,\" says Rhodes.

2. Pursue alternate paths on \"facts of life\" and opportunities. 

Beware of any problem for which there is only one definition. The more ways you can define a problem, the more likely it is that you will find the best solution. For example, \"sales are too low\" may mean strong competitors, ineffective advertising, or a poor sales process. 

• Onsite training

3,000,000+ delegates

15,000+ clients

1,000+ locations

• KnowledgePass
• Log a ticket

01344203999 Available 24/7

What is Problem Solving? A Comprehensive Guide

In this blog, we will explore "What is Problem Solving?" In detail. From defining the nature of Problem Solving to understanding the key process in resolving issues, this blog covers it all. So, wait no more; let’s go deeper into this fundamental concept.

Exclusive 40% OFF

Training Outcomes Within Your Budget!

We ensure quality, budget-alignment, and timely delivery by our expert instructors.

Share this Resource

• Introduction to Management
• Personal & Organisational Development
• Workforce Resource Planning Training
• Supervisor Training
• Introduction to Managing Budgets

Table of contents  

1) What is Problem Solving definition?  

2) The process of Problem Solving  

3) Key skills for effective Problem Solving  

4) Strategies for enhancing Problem Solving abilities  

5) Problem Solving tools and techniques  

6) Conclusion       

What is Problem Solving definition?  

The process of Problem Solving  

Understanding the problem   

The first step in Problem Solving is gaining a clear understanding of the issue at hand. Take the time to thoroughly analyse the problem and gather relevant information. Ask yourself questions like:  

1) What is the nature of the problem?  

2) What are the factors contributing to the problem?  

3) What are the desired outcomes?  

4) Are there any constraints or limitations to consider?  

By gaining a comprehensive understanding of the problem, you lay a solid foundation for finding an effective solution.  

Generating possible solutions   

Once you have a clear grasp of the problem, it's time to brainstorm potential solutions. Encourage creativity and think outside the box. Consider all possible options without judgment or criticism. The goal at this stage is to generate a variety of ideas and alternatives.  

Evaluating and selecting the best solution   

After generating a list of possible solutions, it's important to evaluate each option based on its feasibility, effectiveness, and alignment with the desired outcome. Consider the advantages and disadvantages of each and every solution. Assess its practicality and the resources required for implementation.  

Additionally, take into account the potential risks and benefits associated with each solution. Consider any potential consequences or impacts on other aspects. Based on this evaluation, select the solution that appears most viable and promising.  

Implementing the solution   

Once you have chosen the best solution, it's time to put it into action. Develop a detailed plan outlining the necessary steps and allocate the required resources. Determine responsibilities and deadlines to ensure a smooth implementation process.  

During implementation, monitor progress and make any necessary adjustments or adaptations. Stay proactive and address any challenges or obstacles that may arise along the way. Effective communication and collaboration with others involved in the process can greatly contribute to successful implementation.  

Assessing the results   

After implementing the solution, it's essential to assess the results. Evaluate whether the problem has been properly resolved or if further adjustments are required. Analyse the outcomes and compare them against the desired goals and expectations.  

Consider whether the chosen solution has brought about the intended benefits and if any unexpected consequences have emerged. Reflect on the overall effectiveness of the Problem Solving process and identify any lessons learned for future reference.  

Remember, Problem Solving is an iterative process, and it's not uncommon to revisit and refine solutions based on ongoing evaluation and feedback. Embrace a continuous improvement mindset and be open to seeking alternative approaches if necessary.  

By following this Problem Solving process, you can approach challenges systematically and increase your chances of finding effective solutions. Remember that practice and experience play a vital role in honing your skills. 

Master the art of solving problems and become a catalyst for innovation and success with our Problem Solving Training – sign up now!  

Key skills for effective Problem Solving   

What one must do to become an effective problem solver is to develop key skills that enhance your Problem Solving abilities. The skills give you the ability to tackle challenges with a strategic mind and find the needed solutions. Below is a dive into the most important of them:

Critical thinking

Critical thinking is a skill that includes the objective analysis of information, considering different viewpoints, and being able to arrive at a sensible judgment. This helps you to assess problems with the right accuracy in judgment and also find suitable solutions. 

It means that creativity is the ability of a person to think outside the box and come up with innovative solutions. It includes pressing the mind toward new possibilities and viewing the problem in different ways.

Analytical skills

In this ability, there is the aspect of breaking down a problem into subunits that helps in identifying the patterns, relationships, and causes within the problem. 

Decision-making

Sound skills in decision making call for the assessment of the pros and cons of all solutions provided and thus choosing the best alternative. Risks must always be considered with the benefits any alternative might bring.

Strategies for enhancing Problem Solving abilities  

Practice critical thinking

Engage yourself in activities which require critical thinking, including solving puzzles, complex discussion, challenging all assumptions. This will increase your ability to enhance sharpening of your analytical skills and let you think critically at a time when problems are in your way. 

Seek feedback and learn from experience

Seek responses from your mentors, course peers, and Problem Solving experts. From the successes and failures, reflect on the reasons for the occurrences over previous experiences and point out what could be improved. Treat the opportunity of Problem Solving as one of the chances that shall be given to you to grow and develop each time you make it through a problem. 

Embrace challenges

You can redesign your problematic issues and take every challenge coming across as an opportunity for growth. Hence, it paves the way for the ability of resilience and strengthens your Problem Solving abilities. 

Collaborate with others 

In Problem Solving, collaboration is embraced by pooling different perspectives and ideas. Work with others in activities that involve groups to discuss issues and seek input from others, listening actively to various viewpoints. Working collaboratively with others helps expand your knowledge of various ways of Problem Solving and encourages innovation.

Think outside the box 

Encourage creative thinking by exploring unconventional ideas and solutions. Challenge every assumption and all its related alternatives. Shift to this kind of mindset, and it can drive innovative Problem Solving strategies, letting you uncover newer ways to solve age-old complex problems.

Problem Solving tools and techniques  

When faced with complex problems, utilising specific tools and techniques can help facilitate the solving process and lead to more effective solutions. Here are some commonly used Problem Solving tools and techniques:  

Root cause analysis   

Root cause analysis is a methodology used to detect the underlying causes of a problem. It involves investigating the problem's symptoms and tracing them back to their fundamental causes. By addressing the root causes, Problem Solvers can prevent the issue from recurring.  

Strengths, Weaknesses, Opportunities, Threats (SWOT) analysis   

SWOT analysis is a planning tool that strategically helps measure the weaknesses and internal strengths of a situation. Moreover, it can find external opportunities and threats. By assessing these factors, Problem Solvers can gain insights into the current state and make informed decisions about potential solutions.  

Fishbone diagrams   

Fishbone diagrams, also known as cause-and-effect diagrams or Ishikawa Diagrams, visually represent the possible causes contributing to a problem. By organising causes into categories (such as people, process, equipment, and environment), Problem Solvers can systematically analyse the problem's potential sources.  

Decision matrices   

Decision matrices are used to evaluate and compare different options based on multiple criteria. This tool helps Problem Solvers weigh the importance of various factors and objectively assess each alternative, leading to an informed decision.  

Six Thinking Hats   

Six Thinking Hats is a technique initially developed by Edward de Bono that encourages parallel thinking by exploring different perspectives. Each "hat" represents a different thinking approach (e.g., logical, creative, emotional), allowing Problem Solvers to consider diverse viewpoints and generate innovative solutions.  

These are just a few examples of Problem Solving tools and techniques. Depending on the nature of the problem, other methods, such as brainstorming, mind mapping, flowcharts, or Pareto analysis, can also be applied. Choosing the appropriate tool or technique depends on the specific problem and the desired outcome. 

Navigate conflicts with finesse and foster collaboration with our transformative Conflict Management Training – sign up today!  

Conclusion  

We hope you read and understand everything about What is Problem Solving? Developing effective skills is crucial for overcoming challenges, making informed decisions, and achieving success. By embracing problems as opportunities and applying strategic approaches, individuals can become proficient Problem Solvers in various domains of life. 

Unlock your management potential and elevate your skills to new heights with our cutting-edge Management Courses – sign up now!  

Frequently Asked Questions

There are two major types of Problem Solving: Reflective and Creative. Regardless of the type, it focuses on understanding the issues, considering all factors and finding a solution.

Problem Solving in the workplace refers to an individual’s ability to manage difficult situations and find solutions to complex business issues.

The Knowledge Academy takes global learning to new heights, offering over 30,000 online courses across 490+ locations in 220 countries. This expansive reach ensures accessibility and convenience for learners worldwide.

Alongside our diverse Online Course Catalogue, encompassing 17 major categories, we go the extra mile by providing a plethora of free educational Online Resources like News updates, Blogs , videos, webinars, and interview questions. Tailoring learning experiences further, professionals can maximise value with customisable Course Bundles of TKA .  

The Knowledge Academy’s Knowledge Pass , a prepaid voucher, adds another layer of flexibility, allowing course bookings over a 12-month period. Join us on a journey where education knows no bounds.

The Knowledge Academy offers various Management Courses including Business Process Improvement Training, Performance Management Training and Introduction to Managing People. These courses cater to different skill levels, providing comprehensive insights into Resource Planning Template .

Our Business Skills Blogs cover a range of topics related to musical instruments, offering valuable resources, best practices, and industry insights. Whether you are a beginner or looking to advance your skills as a Music Producer, The Knowledge Academy's diverse courses and informative blogs have you covered.  

Upcoming Business Skills Resources Batches & Dates

Fri 23rd Aug 2024

Fri 11th Oct 2024

Fri 13th Dec 2024

Get A Quote

WHO WILL BE FUNDING THE COURSE?

My employer

By submitting your details you agree to be contacted in order to respond to your enquiry

• Business Analysis
• Lean Six Sigma Certification

Share this course

Our biggest spring sale.

We cannot process your enquiry without contacting you, please tick to confirm your consent to us for contacting you about your enquiry.

By submitting your details you agree to be contacted in order to respond to your enquiry.

We may not have the course you’re looking for. If you enquire or give us a call on 01344203999 and speak to our training experts, we may still be able to help with your training requirements.

Or select from our popular topics

• ITIL® Certification
• Scrum Certification
• Change Management Certification
• Business Analysis Courses
• Microsoft Azure Certification
• Microsoft Excel Courses
• Microsoft Project
• Explore more courses

Press esc to close

Fill out your  contact details  below and our training experts will be in touch.

Fill out your   contact details   below

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

Back to Course Information

Fill out your contact details below so we can get in touch with you regarding your training requirements.

* WHO WILL BE FUNDING THE COURSE?

Preferred Contact Method

No preference

Back to course information

Fill out your  training details  below

Fill out your training details below so we have a better idea of what your training requirements are.

HOW MANY DELEGATES NEED TRAINING?

HOW DO YOU WANT THE COURSE DELIVERED?

Online Instructor-led

Online Self-paced

WHEN WOULD YOU LIKE TO TAKE THIS COURSE?

Next 2 - 4 months

WHAT IS YOUR REASON FOR ENQUIRING?

Looking for some information

Looking for a discount

I want to book but have questions

One of our training experts will be in touch shortly to go overy your training requirements.

Your privacy & cookies!

Like many websites we use cookies. We care about your data and experience, so to give you the best possible experience using our site, we store a very limited amount of your data. Continuing to use this site or clicking “Accept & close” means that you agree to our use of cookies. Learn more about our privacy policy and cookie policy cookie policy .

We use cookies that are essential for our site to work. Please visit our cookie policy for more information. To accept all cookies click 'Accept & close'.

The 5 Steps in Problem Analysis

One technique that is extremely useful to gain a better understanding of the problems before determining a solution is problem analysis .

Problem analysis is the process of understanding real-world problems and user’s needs and proposing solutions to meet those needs. The goal of problem analysis is to gain a better understanding of the problem being solved before developing a solution.

There are five useful steps that can be taken to gain a better understanding of the problem before developing a solution.

• Gain agreement on the problem definition
• Understand the root-causes – the problem behind the problem
• Identify the stakeholders and the users
• Define the solution boundary
• Identify the constraints to be imposed on the solution

Table of Contents

Gain agreement on the problem definition.

The first step is to gain agreement on the definition of the problem to be solved. One of the simplest ways to gain agreement is to simply write the problem down and see whether everyone agrees.

Business Problem Statement Template

A helpful and standardised format to write the problem definition is as follows:

• The problem of – Describe the problem
• Affects – Identify stakeholders affected by the problem
• The results of which – Describe the impact of this problem on stakeholders and business activity
• Benefits of – Indicate the proposed solution and list a few key benefits

Example Business Problem Statement

There are many problems statement examples that can be found in different business domains and during the discovery when the business analyst is conducting analysis. An example business problem statement is as follows:

The problem of  having to manually maintain an accurate single source of truth for finance product data across the business, affects the finance department. The results of which has the impact of not having to have duplicate data, having to do workarounds and difficulty of maintaining finance product data across the business and key channels. A successful solution would  have the benefit of providing a single source of truth for finance product data that can be used across the business and channels and provide an audit trail of changes, stewardship and maintain data standards and best practices.

Understand the Root Causes Problem Behind the Problem

You can use a variety of techniques to gain an understanding of the real problem and its real causes. One such popular technique is root cause analysis, which is a systematic way of uncovering the root or underlying cause of an identified problem or a symptom of a problem.

Root cause analysis helps prevents the development of solutions that are focussed on symptoms alone .

To help identify the root cause, or the problem behind the problem, ask the people directly involved.

The primary goal of the technique is to determine the root cause of a defect or problem by repeating the question “Why?” . Each answer forms the basis of the next question. The “five” in the name derives from an anecdotal observation on the number of iterations needed to resolve the problem .

Identify the Stakeholders and the Users

Effectively solving any complex problem typically involves satisfying the needs of a diverse group of stakeholders. Stakeholders typically have varying perspectives on the problem and various needs that must be addressed by the solution. So, involving stakeholders will help you to determine the root causes to problems.

Define the Solution Boundary

Once the problem statement is agreed to and the users and stakeholders are identified, we can turn our attention of defining a solution that can be deployed to address the problem.

Identify the Constraints  Imposed on Solution

We must consider the constraints that will be imposed on the solution. Each constraint has the potential to severely restrict our ability to deliver a solution as we envision it.

Some example solution constraints and considerations could be:-

• Economic – what financial or budgetary constraints are applicable?
• Environmental – are there environmental or regulatory constraints?
• Technical  – are we restricted in our choice of technologies?
• Political – are there internal or external political issues that affect potential solutions?

Conclusion – Problem Analysis

Try the five useful steps for problem solving when your next trying to gain a better understanding of the problem domain on your business analysis project or need to do problem analysis in software engineering.

The problem statement format can be used in businesses and across industries. 

Jerry Nicholas

Jerry continues to maintain the site to help aspiring and junior business analysts and taps into the network of experienced professionals to accelerate the professional development of all business analysts. He is a Principal Business Analyst who has over twenty years experience gained in a range of client sizes and sectors including investment banking, retail banking, retail, telecoms and public sector. Jerry has mentored and coached business analyst throughout his career. He is a member of British Computer Society (MBCS), International Institute of Business Analysis (IIBA), Business Agility Institute, Project Management Institute (PMI), Disciplined Agile Consortium and Business Architecture Guild. He has contributed and is acknowledged in the book: Choose Your WoW - A Disciplined Agile Delivery Handbook for Optimising Your Way of Working (WoW).

Recent Posts

Introduction to Train the Trainer for a Business Analyst

No matter the industry, modern professionals need to continuously improve themselves and work on up skilling and re-skilling to maintain satisfactory success within their field. This is particularly...

CliftonStrengths for a Business Analyst | Be You

Today, the job of a business analyst is probably more challenging than ever. The already intricate landscape of modern business analysis has recently gone through various shifts, mainly due to the...

Solving the 12 Most Common Customer Problems [Guide]

11 min read

A surefire way to improve engagement and retention is to focus on solving customer problems.

Think about it – what would you do if you needed help but all you got was an incredibly unhelpful customer service agent? Chances are, you would take your business elsewhere.

That is precisely why you need to focus on improving your customer service problem-solving and providing excellent support focused on reducing the number of dissatisfied customers.

Where to get started? That’s what this guide is for, outlining frequent customer service issues and their solutions.

• Customer service problem-solving is the process of identifying and efficiently resolving customer concerns in a timely manner.
• Focusing on solving customer problems is vital because it offers key benefits, like improved retention , satisfaction , and loyalty , along with reduced support costs.
• Common customer service issues include lengthy wait times, inaccessible human reps, slow resolution, inconsistent support quality , and poor communication skills of the support team.
• A few shared reasons, like insufficient training, limited staffing, complex customer issues, and no standardized procedures or centralized knowledge bases , cause these issues.
• Possible solutions for these complaints involve implementing callback systems, simplifying automated menus, establishing clear resolution timelines, and standardizing training.
• Some additional effective techniques for problem-solving include empathizing, active listening, sincerely apologizing, proactively communicating, and offering compensation where needed.
• Improving your self-service resources and ensuring consistent operating hours are also useful best practices.
• Ready to optimize your customer service problem-solving strategy? Schedule a Userpilot demo and see how you can get started.

Try Userpilot and Take Your Customer Experience to the Next Level

• 14 Day Trial
• No Credit Card Required

What is customer service problem-solving?

Customer service problem-solving is a discipline focused on optimally identifying, addressing, and resolving issues customers encounter with a product or service.

It is important to note that, contrary to its name, customer service problem-solving is not just about fixing customer complaints.

It’s much more complex than that.

It requires effective problem-solving skills along with other key capabilities like communication , empathy , and critical thinking. It’s also about creating a system where all customer issues are prevented or solved as fast and efficiently as possible.

If done right, customer service problem-solving offers great benefits, such as improved customer satisfaction and loyalty .

Why solving customer problems is so important

Providing excellent customer service is a whole art, one that requires you to develop a functional strategy to do it right. But once you perfect your customer service problem-solving and better train your customer service team, the benefits are endless. Here are just a few:

• Increases customer retention .
• Enhances customer experience .
• Builds customer loyalty.
• Encourages customer engagement .
• Reduces support costs.
• Facilitates customer feedback collection.
• Drives customer satisfaction.

12 most common customer service problems (and how to fix them)

Different companies run into several types of customer service issues. However, there are quite a few recurring customer queries and complaints almost all customer service agents face. So let’s deep dive into what these are and learn the golden rules needed to solve customer service problems.

1. Long wait times

When you look at customer feedback, a common problem that frequently comes up is how often customers have to wait for customer support . All these extended hold times and long queues just add to the customer’s annoyance and dissatisfaction .

Main reasons :

• High call volume.
• Insufficient staffing.
• Complex customer complaints.
• Inadequate training .
• Limited self-service options.
• Backlog of unresolved issues.

Implement a callback system so customers don’t have to wait hours to talk to a customer service rep. Next, focus on streamlining your processes and consider increasing staffing during peak hours. Lastly, introduce chatbots for instant support on low-priority issues.

2. Frustration with inaccessible human reps

Customers often get frustrated with complex automated customer service menus and the inability to reach a human representative.

• Cost-saving strategies.
• Fewer customer service representatives.
• Outdated technology .
• Poor menu design .
• Language limitations.

There are several ways to solve this customer service problem. Start by simplifying automated menus and adding a clear option to speak with a human customer service agent.

Additionally, create comprehensive self-service materials so customers can troubleshoot independently. Also, regularly test the system for ease of usability and accessibility.

3. Slow resolution times

The next common customer service problem is customers having to follow up multiple times to get their issues resolved. This need to constantly check up on the issue wastes more of the customer’s time and is a sign of poor customer service.

• High workload and ticket volume .
• Complicated customer issues.
• Poor internal communication .
• Incomplete issue documentation .
• Ineffective prioritization of tasks.

Establish a clear resolution timeline, improve internal communication, and ensure regular follow-ups with customers until the issues are resolved.

4. Inconsistent support across channels

Customers experience different levels of support quality depending on the contact channel they use. So, a chatbot might not offer much help but an email ends up providing effective customer service problem-solving. This inconsistency only leaves customers confused about which channel to trust .

Main Reasons :

• Varying levels of support training.
• Different support team structures .
• Inconsistent use of knowledge bases.
• Lack of standardized procedures.
• Limited integration between channels.

Start by providing consistent training and resources to service reps across all platforms. Next, ensure that all support channels are well-integrated so information and user data flow seamlessly between them.

A good example of such omnichannel communication is Bluehost, which offers the same quality of live chat and phone support.

5. Excessive transfers between departments

Instead of any issue resolution , customers are often transferred several times between departments without making any progress . In the end, all that’s left is an angry customer and their unresolved complaint.

• Poor initial issue categorization.
• High specialization within departments.
• Insufficient cross-department communication.
• Inconsistent problem-solving protocols.
• Miscommunication or misunderstandings.

Instead of having multiple departments handle specific issues, train all customer service agents to handle a wide range of problems . Also, establish clear protocols for when transfers are necessary and explain the procedure to customers as well.

6. Poor communication skills of customer service reps

Sometimes customers feel undervalued and misunderstood because the customer service representatives lack empathy , communication, or problem-solving skills.

• Insufficient training programs .
• Inadequate soft skills development.
• Lack of performance monitoring .
• Limited knowledge of products or services.
• Limited focus on customer empathy .

Invest in your customer support team, training them in skills like empathy, active listening, and clear communication. Introduce regular monitoring and evaluation of customer service interactions , via CES surveys for example, for quality control.

7. Insufficient knowledge among support staff

Oftentimes, support representatives fail at customer service problem-solving because they lack relevant knowledge . In some cases, they even recommend wrong solutions , which only worsen the customer complaint and potentially increase churn and losses.

• Lack of customer service training.
• Limited access to updated product information .
• Complex product or service offerings.
• Rapid changes in products or services.
• Poorly designed knowledge management systems .

Provide comprehensive training to your customer representatives, ensuring that they are well-versed with the product or service.

Next, try maintaining an up-to-date customer service knowledge base that is accessible to all. This way, representatives can refer to it whenever needed instead of suggesting flawed solutions.

8. Conflicting information from different reps

A common customer complaint is how often they receive conflicting information from different support representatives, leading to confusion and greater mistrust.

• Lack of clear documentation and standardized procedures.
• Inconsistent training across different departments.
• Outdated or inaccurate knowledge base .
• Insufficient supervision and monitoring .
• Varying levels of agent experience.

Make sure all customer service agents are on the same page, by standardizing important information and procedures. Moreover, ensure that each team member gets access to the same resources , training, and product information.

9. Perceived difficulty in contacting customer service

Sometimes, the customer service problem-solving quality itself isn’t the issue. Instead, the problem is that some companies avoid direct contact, making customers exert a lot of effort to get in touch with customer service.

• Cost reduction strategies.
• Overreliance on self-service options and automation .
• Limited staffing resources.
• Overwhelmed support infrastructure.
• Challenges in scaling customer support operations.

Make contact information easily accessible, mentioning it clearly at several touchpoints . Also, to cater to varying customer needs , provide multiple contact channels, and ensure prompt responses.

Hostinger does a good job at this, clearly outlining numerous support channels, along with links to other help center resources like tutorials :

10. Difficulty in resolving issues through self-service

Providing self-service options is great, but it shouldn’t be the only way customers can get help . Companies need to consider that not all customers find it easy to troubleshoot and resolve issues on their own.

• Complex or inaccessible UI design .
• Lack of sufficient information.
• Limited types of content (e.g. only blogs, no videos or tooltips ).
• Technical glitches or bugs .
• Inability to handle complex customer complaints.
• No human support options.

Simplify self-service interfaces and ensure easy access to human support as well for customers who prefer it.

Introduce various content types within the resource center , such as comprehensive and interactive guides , FAQs, blogs, case studies , checklists , etc.

11. Unresolved customer issues

Usually, the main reason behind decreasing customer satisfaction is simple: their problems and complaints aren’t getting resolved. When this happens, customers feel neglected and are more at risk of churning .

• Lack of technical skills and training.
• Inadequate knowledge management systems .
• Complexity of the product or service.
• High employee turnover affects resolution continuity.
• Poor integration between departments.
• Ineffective prioritization of customer issues.

To improve customer retention, implement a follow-up system to ensure all issues are resolved and offer timely updates to customers. In addition, provide personalized customer service to build trust and understand specific pain points so you can resolve issues better.

12. Inconsistent operating hours

Last but not least, a recurring customer service problem is when support is not available at consistent or convenient times. This just makes it harder for customers to seek help , causing them to ultimately give up on your business entirely.

• Limited resources for 24/7 support.
• Lack of sufficient staffing to cover all time zones.
• High cost associated with around-the-clock service reps.
• Difficulty in recruiting and retaining staff for non-traditional hours.

To avoid any confusion, standardize your operating hours and communicate them clearly to customers. If customer complaints about operating hours still continue, then consider providing extended hours as well.

Here’s an example by SiteGround that clearly advertises it’s 24-hour support:

Try Userpilot and Take Your Customer Service to the Next Level

The key customer service problem-solving techniques.

Now that you’ve gone over all the common customer complaints and queries, it’s time to focus on making sure they don’t happen again. To help with that, here are the top customer service problem-solving best practices guaranteed to delight customers.

Empathy, active listening, and personalization

One simple technique for providing the best customer support is to listen carefully. This requires that you solely focus on the customer without any distractions, show interest, and ask clarifying questions. Only through such active listening can you truly understand the customer’s needs .

Along with listening intently, you also need to be patient and reflect on the customer’s feelings. In other words, you must empathize with your customers’ experience before jumping to a solution. This helps build trust and rapport necessary for long-lasting relationships.

Lastly, it is important to acknowledge that all customers are unique, and therefore each customer’s problem should be treated individually. This allows for a more personalized solution , best-suited for the customer’s specific complaint.

Troubleshooting based on experience

It’s true – practice does make perfect. So if you want to improve your customer service problem-solving skills, the best way is through hands-on experience . The more practice you get working on and learning from previous cases, the more your ability to diagnose and fix issues will improve.

However, this doesn’t mean you don’t need any training at all. Instead, the two go hand-in-hand. Training provides the necessary foundational knowledge , while hands-on experience refines that knowledge through practical application .

Both these things also help ensure cross-department exchange of information and improved collaboration over time.

Providing sincere apologies

A golden rule of customer service: Never ever argue with the customer. When a customer is upset or in need of help, arguing with them will only make matters worse. Plus, arguing only further ruins the customer experience and could lead to negative word of mouth .

The right thing to do is to apologize sincerely. Often, a genuine apology is all customers need to feel validated, helping de-escalate the situation. Moreover, once you’ve apologized, customers are more open to trusting you, thereby making them receptive to any proposed solutions.

To ensure an apology is effective, it should be timely, specific to the customer’s issue, and accompanied by a clear plan for resolution. If done right, sincere apologies contribute greatly to customer satisfaction , loyalty, and a positive brand reputation.

Consistent follow-up and proactive communication

In order to provide effective customer support, simply resolving the problem is not enough. There are other elements you need to simultaneously take care of as well, to provide customers with a seamless experience throughout.

To start off, the service team must keep customers informed about the progress of their issues. This includes letting them know of any delays or necessary follow-up actions. Such transparency in the resolution process helps reassure the customer and highlights your commitment to customer service.

Even after providing a solution, you must follow up with the customer again to ensure the problem has been fully resolved.

Offer compensation

In certain cases, simply apologizing for the issue is not sufficient. Rather, it is important that you offer compensation for the negative experience.

This helps repair the relationship by demonstrating accountability on your part and showing how committed you are to customer satisfaction . It also provides a tangible gesture of goodwill , which can hopefully reduce any negative impact the issue may have caused.

Glovo (a food delivery app) is a good example to quote here. If your order is missing some parts or has other issues, Glovo often issues instant refunds.

Improving self-service resources

Finally, the last trick to perfecting your customer service problem-solving ability is to create comprehensive self-service options . These can include resource centers, knowledge bases , how-to videos, community forums, help center portals, user guides , and more.

Providing these resources empowers customers to quickly resolve issues on their own, reducing wait times and boosting satisfaction . Additionally, self-service portals also decrease the workload on customer service teams, enabling them to focus on more complex inquiries.

For example, here’s a look at the self-service options Zendesk offers:

Effectively and quickly solving customer problems is crucial for driving retention and enhancing satisfaction. But there are several other facets to customer service problem-solving to keep in mind too, such as empathy, active listening, and other soft skills.

To make things easier, try keeping a few tips and best practices in mind. For example, focus on training your customer service team, proactively communicating, offering multiple channels of contact, and enhancing self-service resources.

With all these techniques in hand, you’ll be able to reduce churn and create a positive customer experience in no time!

Want to get started solving customer problems? Get a Userpilot Demo and see how you can improve customer loyalty.

Try Userpilot and Take Your Customer Loyalty to the Next Level

Leave a comment cancel reply.

Save my name, email, and website in this browser for the next time I comment.

Get The Insights!

The fastest way to learn about Product Growth,Management & Trends.

The coolest way to learn about Product Growth, Management & Trends. Delivered fresh to your inbox, weekly.

The fastest way to learn about Product Growth, Management & Trends.

You might also be interested in ...

10 great in-app tutorials that drive product adoption.

Aazar Ali Shad

15 Welcome Email Examples That Drive Engagement

The top 15 customer success webinars to watch in 2024.

If we’re all so busy, why isn’t anything getting done?

Have you ever asked why it’s so difficult to get things done in business today—despite seemingly endless meetings and emails? Why it takes so long to make decisions—and even then not necessarily the right ones? You’re not the first to think there must be a better way. Many organizations address these problems by redesigning boxes and lines: who does what and who reports to whom. This exercise tends to focus almost obsessively on vertical command relationships and rarely solves for what, in our experience, is the underlying disease: the poor design and execution of collaborative interactions.

About the authors

This article is a collaborative effort by Aaron De Smet , Caitlin Hewes, Mengwei Luo, J.R. Maxwell , and Patrick Simon , representing views from McKinsey’s People & Organizational Performance Practice.

In our efforts to connect across our organizations, we’re drowning in real-time virtual interaction technology, from Zoom to Slack to Teams, plus group texting, WeChat, WhatsApp, and everything in between. There’s seemingly no excuse to not collaborate. The problem? Interacting is easier than ever, but true, productive, value-creating collaboration is not. And what’s more, where engagement is occurring, its quality is deteriorating. This wastes valuable resources, because every minute spent on a low-value interaction eats into time that could be used for important, creative, and powerful activities.

It’s no wonder a recent McKinsey survey  found 80 percent of executives were considering or already implementing changes in meeting structure and cadence in response to the evolution in how people work due to the COVID-19 pandemic. Indeed, most executives say they frequently find themselves spending way too much time on pointless interactions that drain their energy and produce information overload.

Most executives say they frequently find themselves spending way too much time on pointless interactions.

Three critical collaborative interactions

What can be done? We’ve found it’s possible to quickly improve collaborative interactions by categorizing them by type and making a few shifts accordingly. We’ve observed three broad categories of collaborative interactions (exhibit):

• Decision making, including complex or uncertain decisions (for example, investment decisions) and cross-cutting routine decisions (such as quarterly business reviews)
• Creative solutions and coordination, including innovation sessions (for example, developing new products) and routine working sessions (such as daily check-ins)
• Information sharing, including one-way communication (video, for instance) and two-way communication (such as town halls with Q&As)

Below we describe the key shifts required to improve each category of collaborative interaction, as well as tools you can use to pinpoint problems in the moment and take corrective action.

Decision making: Determining decision rights

When you’re told you’re “responsible” for a decision, does that mean you get to decide? What if you’re told you’re “accountable”? Do you cast the deciding vote, or does the person responsible? What about those who must be “consulted”? Sometimes they are told their input will be reflected in the final answer—can they veto a decision if they feel their input was not fully considered?

It’s no wonder one of the key factors for fast, high-quality decisions is to clarify exactly who makes them. Consider a success story at a renewable-energy company. To foster accountability and transparency, the company developed a 30-minute “role card” conversation for managers to have with their direct reports. As part of this conversation, managers explicitly laid out the decision rights and accountability metrics for each direct report. The result? Role clarity enabled easier navigation for employees, sped up decision making, and resulted in decisions that were much more customer focused.

How to define decision rights

We recommend a simple yet comprehensive approach for defining decision rights. We call it DARE, which stands for deciders, advisers, recommenders, and executors:

Deciders are the only ones with a vote (unlike the RACI model, which helps determine who is responsible, accountable, consulted, and informed). If the deciders get stuck, they should jointly agree on how to escalate the decision or figure out a way to move the process along, even if it means agreeing to “disagree and commit.”

Advisers have input and help shape the decision. They have an outsize voice in setting the context of the decision and have a big stake in its outcome—for example, it may affect their profit-and-loss statements—but they don’t get a vote.

Recommenders conduct the analyses, explore the alternatives, illuminate the pros and cons, and ultimately recommend a course of action to advisers and deciders. They see the day-to-day implications of the decision but also have no vote. Best-in-class recommenders offer multiple options and sometimes invite others to suggest more if doing so may lead to better outcomes. A common mistake of recommenders, though, is coming in with only one recommendation (often the status quo) and trying to convince everyone it’s the best path forward. In general, the more recommenders, the better the process—but not in the decision meeting itself.

Executers don’t give input but are deeply involved in implementing the decision. For speed, clarity, and alignment, executers need to be in the room when the decision is made so they can ask clarifying questions and spot flaws that might hinder implementation. Notably, the number of executers doesn’t necessarily depend on the importance of the decision. An M&A decision, for example, might have just two executors: the CFO and a business-unit head.

To make this shift, ensure everyone is crystal clear about who has a voice but no vote or veto. Our research indicates while it is often helpful to involve more people in decision making, not all of them should be deciders—in many cases, just one individual should be the decider (see sidebar “How to define decision rights”). Don’t underestimate the difficulty of implementing this. It often goes against our risk-averse instinct to ensure everyone is “happy” with a decision, particularly our superiors and major stakeholders. Executing and sustaining this change takes real courage and leadership.

Creative solutions and coordination: Open innovation

Routine working sessions are fairly straightforward. What many organizations struggle with is finding innovative ways to identify and drive toward solutions. How often do you tell your teams what to do versus empowering them to come up with solutions? While they may solve the immediate need to “get stuff done,” bureaucracies and micromanagement are a recipe for disaster. They slow down the organizational response to the market and customers, prevent leaders from focusing on strategic priorities, and harm employee engagement. Our research suggests  key success factors in winning organizations are empowering employees  and spending more time on high-quality coaching interactions.

How microenterprises empower employees to drive innovative solutions

Haier, a Chinese appliance maker, created more than 4,000 microenterprises (MEs) that share common approaches but operate independently. Haier has three types of microenterprises:

• Market-facing MEs have roots in Haier’s legacy appliance business, reinvented for today’s customer-centric, web-enabled world. They are expected to grow revenue and profit ten times faster than the industry average.
• Incubating MEs focus on emerging markets such as e-gaming or wrapping new business models around familiar products. They currently account for more than 10 percent of Haier’s market capitalization.
• “Node” MEs sell market-facing ME products and services such as design, manufacturing, and human-resources support.

Take Haier. The Chinese appliance maker divided itself into more than 4,000 microenterprises with ten to 15 employees each, organized in an open ecosystem of users, inventors, and partners (see sidebar “How microenterprises empower employees to drive innovative solutions”). This shift turned employees into energetic entrepreneurs who were directly accountable for customers. Haier’s microenterprises are free to form and evolve with little central direction, but they share the same approach to target setting, internal contracting, and cross-unit coordination. Empowering employees to drive innovative solutions has taken the company from innovation-phobic to entrepreneurial at scale. Since 2015, revenue from Haier Smart Home, the company’s listed home-appliance business, has grown by more than 18 percent a year, topping 209 billion renminbi ($32 billion) in 2020. The company has also made a string of acquisitions, including the 2016 purchase of GE Appliances, with new ventures creating more than $2 billion in market value.

Empowering others doesn’t mean leaving them alone. Successful empowerment, counterintuitively, doesn’t mean leaving employees alone. Empowerment requires leaders to give employees both the tools and the right level of guidance and involvement. Leaders should play what we call the coach role: coaches don’t tell people what to do but instead provide guidance and guardrails and ensure accountability, while stepping back and allowing others to come up with solutions.

Haier was able to use a variety of tools—including objectives and key results (OKRs) and common problem statements—to foster an agile way of working across the enterprise that focuses innovative organizational energy on the most important topics. Not all companies can do this, and some will never be ready for enterprise agility. But every organization can take steps to improve the speed and quality of decisions made by empowered individuals.

Managers who are great coaches, for example, have typically benefited from years of investment by mentors, sponsors, and organizations. We think all organizations should do more to improve the coaching skills of managers and help them to create the space and time to coach teams, as opposed to filling out reports, presenting in meetings, and other activities that take time away from driving impact through the work of their teams.

But while great coaches take time to develop, something as simple as a daily stand-up or check-in can drive horizontal connectivity, creating the space for teams to understand what others are doing and where they need help to drive work forward without having to specifically task anyone in a hierarchical way. You may also consider how you are driving a focus on outcomes over activities on a near-term and long-term basis. Whether it’s OKRs or something else, how is your organization proactively communicating a focus on impact and results over tasks and activities? What do you measure? How is it tracked? How is the performance of your people and your teams managed against it? Over what time horizons?

The importance of psychological safety. As you start this journey, be sure to take a close look at psychological safety. If employees don’t feel psychologically safe, it will be nearly impossible for leaders and managers to break through disempowering behaviors like constant escalation, hiding problems or risks, and being afraid to ask questions—no matter how skilled they are as coaches.

Employers should be on the lookout for common problems indicating that significant challenges to psychological safety lurk underneath the surface. Consider asking yourself and your teams questions to test the degree of psychological safety you have cultivated: Do employees have space to bring up concerns or dissent? Do they feel that if they make a mistake it will be held against them? Do they feel they can take risks or ask for help? Do they feel others may undermine them? Do employees feel valued for their unique skills and talents? If the answer to any of these is not a clear-cut “yes,” the organization likely has room for improvement on psychological safety and relatedness as a foundation to high-quality interactions within and between teams.

Information sharing: Fit-for-purpose interactions

Do any of these scenarios sound familiar? You spend a significant amount of time in meetings every day but feel like nothing has been accomplished. You jump from one meeting to another and don’t get to think on your own until 7 p.m. You wonder why you need to attend a series of meetings where the same materials are presented over and over again. You’re exhausted.

An increasing number of organizations have begun to realize the urgency of driving ruthless meeting efficiency and of questioning whether meetings are truly required at all to share information. Live interactions can be useful for information sharing, particularly when there is an interpretive lens required to understand the information, when that information is particularly sensitive, or when leaders want to ensure there’s ample time to process it and ask questions. That said, most of us would say that most meetings are not particularly useful and often don’t accomplish their intended objective.

We have observed that many companies are moving to shorter meetings (15 to 30 minutes) rather than the standard default of one-hour meetings in an effort to drive focus and productivity. For example, Netflix launched a redesign effort to drastically improve meeting efficiency, resulting in a tightly controlled meeting protocol. Meetings cannot go beyond 30 minutes. Meetings for one-way information sharing must be canceled in favor of other mechanisms such as a memo, podcast, or vlog. Two-way information sharing during meetings is limited by having attendees review materials in advance, replacing presentations with Q&As. Early data show Netflix has been able to reduce the number of meetings by more than 65 percent, and more than 85 percent of employees favor the approach.

Making meeting time a scarce resource is another strategy organizations are using to improve the quality of information sharing and other types of interactions occurring in a meeting setting. Some companies have implemented no-meeting days. In Japan, Microsoft’s “Work Life Choice Challenge” adopted a four-day workweek, reduced the time employees spend in meetings—and boosted productivity by 40 percent. 1 Bill Chappell, “4-day workweek boosted workers’ productivity by 40%, Microsoft Japan says,” NPR, November 4, 2019, npr.org. Similarly, Shopify uses “No Meeting Wednesdays” to enable employees to devote time to projects they are passionate about and to promote creative thinking. 2 Amy Elisa Jackson, “Feedback & meeting-free Wednesdays: How Shopify beats the competition,” Glassdoor, December 5, 2018, glassdoor.com. And Moveline’s product team dedicates every Tuesday to “Maker Day,” an opportunity to create and solve complex problems without the distraction of meetings. 3 Rebecca Greenfield, “Why your office needs a maker day,” Fast Company , April 17, 2014, fastcompany.com.

Finally, no meeting could be considered well scoped without considering who should participate, as there are real financial and transaction costs to meeting participation. Leaders should treat time spent in meetings as seriously as companies treat financial capital. Every leader in every organization should ask the following questions before attending any meeting: What’s this meeting for? What’s my role? Can I shorten this meeting by limiting live information sharing and focusing on discussion and decision making? We encourage you to excuse yourself from meetings if you don’t have a role in influencing the outcome and to instead get a quick update over email. If you are not essential, the meeting will still be successful (possibly more so!) without your presence. Try it and see what happens.

High-quality, focused interactions can improve productivity, speed, and innovation within any organization—and drive better business performance. We hope the above insights have inspired you to try some new techniques to improve the effectiveness and efficiency of collaboration within your organization.

Aaron De Smet is a senior partner in McKinsey’s New Jersey office; Caitlin Hewes is a consultant in the Atlanta office; Mengwei Luo is an associate partner in the New York office; J.R. Maxwell is a partner in the Washington, DC, office; and Patrick Simon is a partner in the Munich office.

Explore a career with us

Related articles.

Author Talks: Beyond collaboration overload

Battling burnout: A conversation with resiliency expert Dr. Amit Sood

Author Talks: Why burnout is an epidemic—and what to do about it

• SUGGESTED TOPICS
• The Magazine
• Newsletters
• Managing Yourself
• Managing Teams
• Work-life Balance
• The Big Idea
• Data & Visuals
• Reading Lists
• Case Selections
• HBR Learning
• Topic Feeds
• Account Settings
• Email Preferences

Are You Solving the Right Problem?

• Dwayne Spradlin

Most firms aren’t, and that undermines their innovation efforts.

Reprint: R1209F

The rigor with which a problem is defined is the most important factor in finding a good solution. Many organizations, however, are not proficient at articulating their problems and identifying which ones are crucial to their strategies.

They may even be trying to solve the wrong problems—missing opportunities and wasting resources in the process. The key is to ask the right questions.

The author describes a process that his firm, InnoCentive, has used to help clients define and articulate business, technical, social, and policy challenges and then present them to an online community of more than 250,000 solvers. The four-step process consists of asking a series of questions and using the answers to create a problem statement that will elicit novel ideas from an array of experts.

• Establish the need for a solution. What is the basic need? Who will benefit from a solution?
• Justify the need. Why should your organization attempt to solve this problem? Is it aligned with your strategy? If a solution is found, who will implement it?
• Contextualize the problem. What have you and others already tried? Are there internal and external constraints to implementing a solution?
• Write the problem statement. What requirements must a solution meet? What language should you use to describe the problem? How will you evaluate solutions and measure success?

EnterpriseWorks/VITA, a nonprofit organization, used this process to find a low-cost, lightweight, and convenient product that expands access to clean drinking water in the developing world.

“If I were given one hour to save the planet, I would spend 59 minutes defining the problem and one minute resolving it,” Albert Einstein said.

• DS Dwayne Spradlin is the president and CEO of InnoCentive , an online marketplace that connects organizations with freelance problem solvers in a multitude of fields. He is a coauthor, with Alpheus Bingham, of The Open Innovation Marketplace: Creating Value in the Challenge Driven Enterprise (FT Press, 2011).

Partner Center

More From Forbes

Leadership with impact: empowering your team to unleash business potential.

• Share to Facebook
• Share to Twitter
• Share to Linkedin

Jake Webster, Managing Director, Seventy Ninth Group .

In the dynamic landscape of modern business, empowering your team with the freedom to operate autonomously can be a winning strategy for business continuity and success.

For entrepreneurs who have built a business from the ideation phase, it might be difficult to let go of an enterprise you see as "yours." However, by allowing your team to take ownership and make their own decisions within their roles, you are ultimately nurturing a sense of purpose and pride. It is this level of engagement that can help you unlock the full potential of the dream you had at the start.

In a larger corporate environment, the challenge is to connect your people with what you are trying to achieve. With a common purpose, you’re more likely to pull in the same direction. Then, by relinquishing micromanagement and entrusting your team with decisions, you can foster a culture of accountability, agility and innovation.

Handing over responsibility does not happen overnight. Your team needs to have the necessary skills and knowledge to perform autonomously, and, as the lead, you need to feel confident that they are up to the task. This handover doesn’t always come easily. So, how can it be achieved?

Best High-Yield Savings Accounts Of 2024

Best 5% interest savings accounts of 2024, foster open communication..

Set an example for your team by being an open communicator. Open communication is about actively soliciting feedback and listening to your team about any concerns they might have. Really take the time to listen to what your team is saying (even if you don’t always agree). By doing this, you can uncover any issues on the ground and have regular communication with those who solve problems efficiently. This is a great opportunity to identify the strengths and weaknesses within the team and identify any skills gaps.

Transparency about company goals and challenges is essential as well, in my opinion. Not only does this build trust, but it also demonstrates to your team that everyone has a share in the business and, ultimately, its success.

Provide opportunities for growth.

In my experience, when employees see a clear pathway for growth, they are more motivated to take on responsibility. So, investing in the professional development of your team is a vital step in establishing more autonomy for your staff in their individual roles.

A 2023 survey aimed at learning and development professionals by the Chartered Institute of Personnel and Development highlighted that "retaining the right people with the right skills" was a top priority for all who responded to the survey. Identifying skills gaps within organizations was also a top priority. Enabling your team to fill any skills gaps will allow them to meet the competency levels required to do an effective job.

Many companies also offer coaching to their teams to develop both their professional and personal goals. This is an effective way to demonstrate the company’s commitment to the overall well-being and performance of staff. Regular performance reviews with achievable goals and objectives, as well as a share in a bonus scheme, are also effective ways to encourage staff to take ownership of their individual roles.

Delegate decision-making and problem-solving.

Giving your team members the autonomy to make decisions and solve problems is a signal of trust. It helps them to build confidence and/or think creatively when it comes to solving problems within the business.

What’s more, involving your team in business planning and decision-making can also be a good morale booster, which could, in turn, benefit their productivity.

Reward and acknowledge achievements.

Recognizing achievements and good performance can reinforce positive behavior and encourage your team to continue to strive for excellence. This can take many forms, such as formal rewards like bonuses and promotions or informal rewards like verbal praise during team meetings, thank-you notes and company-wide emails.

Empower staff through technology.

Leveraging the right technology can benefit your team in several ways. For example, providing access to software and tools that allow your team to collaborate remotely and access information in real time can help your employees become more productive and adaptable. It can also offer you transparency over progress, so you can monitor outcomes without intervening.

Encourage collaboration.

Break down working in silos. Instead, encourage a collaborative environment where your team can share ideas, divide tasks and responsibilities for projects, solve problems and make decisions together. This could be as simple as changing the layout of the space where your team works or building regular touchpoints into the week if your team is remote. You want to encourage autonomy, but you don’t want people working in isolation.

I believe embracing the philosophy of staff empowerment not only cultivates a more vibrant and resilient organization but also paves the way for collaborative problem-solving and continual growth.

Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?

• Editorial Standards
• Reprints & Permissions

A business journal from the Wharton School of the University of Pennsylvania

For New Ideas, Think Inside (This) Box

June 25, 2024 • 7 min read.

In this Nano Tool for Leaders, Penn's David Resnick offers guidance on using helpful constraints to unlock new solutions to old problems.

Nano Tools for Leaders®   —  a collaboration between  Wharton Executive Education  and  Wharton’s Center for Leadership and Change Management  — are fast, effective tools that you can learn and start using in less than 15 minutes, with the potential to significantly impact your success and the engagement and productivity of the people you lead.

Harness constraints and analogies to unlock new solutions to old problems.

Traditional brainstorming,  as coined by Alex Osborne in the 1950s, asks participants to consider any and all ideas that might solve a problem. While blue-sky, no-limits thinking has several benefits, the drawback is that leaders often, paradoxically, get stuck. They encounter challenges like the “curse of the blank page,” not knowing where to start because they can start anywhere. They may also face the “ Einstellung effect ,” a phenomenon whereby the easy recollection of familiar solutions can block their ability to think of new ones.

This has led some to (erroneously) believe that generating solutions is best left to people who are naturally creative. The good news is that there are tools that can help one become much better at generating new ideas. The even better news is that using these tools does not involve extensive training or attending workshops. In fact, one tool developed at Penn Medicine’s Center for Health Care Transformation and Innovation is a simple  card game , and the “secret sauce” it teaches is how to leverage constraints and analogies. The  Accelerators in Innovation  game has teams of players use accelerator cards to create new kinds of solutions with questions such as “How would you solve postpartum depression if you operated like IKEA?” and “How might you tackle long emergency room wait times if you were Warren Buffet?” The solutions are then applied to problems presented on challenge cards while trying to avoid monkey wrenches from their opponents. After rapid-fire pitches, the judge determines each round’s winner.

Action Steps

1. make sure you are solving a problem..

Don’t solve for how to implement a solution. A classic example involved a design team brought in to figure out how to increase access to incubators. The issue is that the solution was already baked in (increase access to incubators). The team spent some time reframing the problem to focus on the true issue: ensuring that newborns are kept at a safe temperature, especially when delivery occurs in places with little or no access to electricity. Reframing to focus on the actual problem opened the team to entirely different solutions.

2. Leverage analogies.

Having to pull ideas out of thin air can be difficult and stressful. Analogies force us to consider other options or perspectives we may never have thought of, or thought of and dismissed. They cause us to ask ourselves “What is good about this other solution and how might it be applied to solving the problem I’m facing?” Examples include:

Think about successful companies and how their strengths could be applied to your problem. For example, IKEA is phenomenal at clearly explaining to people with limited background knowledge and literacy how to do something. So how might IKEA go about explaining post-op care to knee replacement patients?

Similarly, try using personas. Mary Poppins is renowned for making an unpleasant experience a delightful one. Mr. Rogers is known for his commitment to leveraging the kindness of neighbors. Darth Vader’s approach to getting things done is a ruthless level punishment for those who fail. Regardless of whom you choose, you can use the strengths or philosophies of these characters to inspire ideas. How might Mary Poppins improve adherence to physical therapy regimens? How might Darth Vader?

3. Leverage constraints.

Constraints are, unintuitively, another great way to force new thinking. Some options are:

How might you solve a problem if you were forced to delete a crucial (but perhaps onerous or costly) step of the process? Great examples are “How might tollbooths collect fees without a human there to do it?” (FastPass) or “How might people get their rental car if there was no line to wait in?” (Hertz Gold).

Design for extremes

How might you solve the problem if you had to solve for extreme use cases or extreme targets? For example, what would it take to screen 100 percent of eligible patients for colon cancer? How might you reduce civilian traffic fatalities to zero?

Real-world issues

Apply real-world constraints that have thrown a monkey wrench in your plans for past ideas. For example, how might you create a new marketing campaign that must be successful for consumers who do not speak English? How might you build a new product to launch on time even if multiple team members take a sabbatical or parental leave?

Focus on solving for how to make your solution delightful to users. This isn’t about making something silly or fun. It’s about surprising your users in a manner that unexpectedly accomplishes something for them.

4. Push for volume.

An additional benefit to Penn Medicine’s  Accelerators  card game is that it encourages multiple rounds to hear multiple ideas. When thinking of solutions, push for volume in your initial rounds. You’ll soon “use up” the ideas that come to mind easily and be forced to consider more creative or audacious alternatives.

5. Don’t take yourself too seriously.

Another key component of generating ideas while playing a game is that it allows for laughter and a sense of play. This mindset can foster creativity and an atmosphere of psychological safety for sharing ideas.

How One Leader Uses It

Rebecca Trotta, PhD, director of the Center for Nursing Excellence at Penn, leveraged this tool in developing a new program to support older adults after hospitalization. Her challenge was to build a service that could provide intensive at-home support. Despite an existing evidence-based protocol, there was concern that patient acceptance of this support would be low. Many folks are simply exhausted after being in the hospital and don’t want someone in their home. Using the constraint of solving for “delight,” Trotta and her team came up with the idea of delivering home meals to these patients and their caregivers.

While it might appear as a frivolous and seemingly useless expense, it turned out that after spending days (and sometimes weeks) in the hospital, patients came home to fridges that were empty or full of spoiled food. Providing them with a meal ensured they had adequate nutrition. More importantly, though, the meals showed a sense of caring and thoughtfulness that went well beyond patients’ expectations. It built a strong sense of trust that paid dividends in drastically increasing the acceptance of home services compared to baseline.

Contributor to this Nano Tool

David Resnick, MPH, MSEd, Senior Innovation Manager at Penn Medicine’s Center for Health Care Transformation and Innovation.  Accelerators in Health Care  card game co-created with Michael Begley, MA, Senior Experience Consultant at EPAM Systems, and Visiting Professor and Assistant Program Director of Masters of UX at Thomas Jefferson University.

Knowledge in Action: Related Executive Education Programs

• Effective Decision Making: Thinking Critically and Rationally
• The Neuroscience of Business: Innovations in Leadership and Strategic Decisions
• Mastering Innovation: Strategy, Process, and Tools
• Business Model Innovation in the Age of AI

Additional Resources

Access all Wharton Executive Education Nano Tools

Download this Nano Tool as a PDF

More From Knowledge at Wharton

Why a Partnership With OpenAI Benefits All Parties

How the pandemic accelerated the use of digital wallets, how financial frictions could hinder innovation, looking for more insights.

Sign up to stay informed about our latest article releases.