What is a Problem?

A problem is usually some difficulty that we want to overcome or be rid of. The term 'problem' can also be used when we are trying to achieve some task, though in many cases 'design' or 'task achieving' are more appropriate.

When the course of action towards a desired objective is not easy or routine, then we say we have a 'problem'.

The traditional method for problem solving is to find the cause of the problem and then to seek to remove that cause. If you feel a sharp pain when you sit on a particular chair, you would seek out the cause and then remove it. Finding the cause may involve identifying several possible causes and then checking them out one by one. If your television stops working, you could ask yourself, 'Is the problem in the television?', 'Has the fuse blown?' 'Is there a problem at the broadcasting station rather than with my television?' With all problems we run through a list of possibilities before making a decision.

When traffic accidents occur, we try to find out what the causes may have been: weather conditions, loss of control, drink driving, brake failure or falling asleep at the wheel. We then try to solve these problems by introducing laws against speeding, by improving road signs, by inspecting vehicles more thoroughly and by public campaigns warning us of the dangers of drink driving.

Sometimes there is no simple 'solution' to the problem. In such cases, the cause cannot be eliminated and other strategies must be adopted. We have alarms and protection against theft because we cannot remove the cause. We have buildings that are designed to resist earthquakes because we cannot prevent earthquakes from happening.

When we cannot solve a problem by removing the cause, then we have to design a way forward - even if the cause stays in place. We either act to prevent or we respond.

Before trying to solve any problem, however, it is necessary to have a very clear understanding of what the real problem is.

Steps in Defining a Problem

1. Define the current situation

The first step to take in generating problem-solving ideas is to have a clear understanding of where you are now. To make any journey, it is always helpful to know your starting point. Write it down on a 3 x 5-inch index card; this will make it easier to shift around later. If you are working with a group of people, use a flipchart and stick the pages on the walls of the room.

When you are defining your present situation, use as many different devices as you can (put each one on a separate card or sheet). You could use the following headings, for example:

• Background
• Need
• Time parameters
• Financial situation
• Resources available
• Resources not available

2. Define the goal and make it measurable

What are you trying to achieve? Where are you trying to go? How will you know you have made it? Objectives should be:

• Specific
• Measurable
• Achievable
• Results-oriented
• Timely

Tip: It helps greatly to VISUALISE the goal, to picture in your 'mind's eye' the best possible result.

3. Identify the gaps

Now that you know where you are and where you want to go, the next step is to identify the gaps between your present position and your desired one.

4. Identify the CORE problem you are trying to solve

Many people waste a great deal of time trying to generate solutions to problems, only to find they have been chasing the wrong problem. How can you identify the right problem? Well, how about using a process of elimination? Make a list of potential problem areas and then indicate for each one whether you have a problem there or not. Then analyse the results.

5. Identify the users/beneficiaries

Another step that should be carried out early in your analysis of the problem or challenge is to clearly understand to whom you should be speaking.

6. Do some research

There are so many sources of information out there, just waiting to be useful to you! These include:

• Directories
• Reference books
• Encyclopaedias
• Almanacs
• Dictionaries
• Newspapers
• Magazines
• The Internet

And do not forget other people who may be able to help.

7. Hold a focus group

This is where you get groups of people together in a controlled environment and conduct an in-depth enquiry into your challenge. This process is expensive but if it is done properly it is well worthwhile.

The secret of a good focus group is to have the right people in the group and have it run by an experienced facilitator who really understands what you want to achieve.

8. Do a 'SWOT' analysis

SWOT stands for:

• Strengths
• Weaknesses
• Opportunities
• Threats

Make a heading for each word and start identifying appropriate items in each category. Ideally you should do this with a group of people, using a large flipchart or wallboard. Let the items come up at random, allocating them where they belong.

9. Write a description of the task

The act of writing a lucid description of a task will, in itself, help to clarify the points that need to be made and can often bring a fresh understanding of the problem. The discipline of laying out the key aspects in a logical order will help to identify gaps. Even if you are writing it just for yourself or your team, avoid jargon and do not assume much prior knowledge. You may find it useful to have a basic format to follow when creating such a document. You do not have to be rigid about it; you may find the following layout helpful:

• Purpose of document
  An overview of the problem and the solution proposed or needed in no more than one or two paragraphs.
• Situation
  The core facts of where we are now.
• Background
  Any relevant information that supports the situation such as competitive, legislative, economic, historic, problems.
• Audiences
  Who will be impacted by the result or at whom the result is aimed.
• Objectives
  What you are trying to achieve.
• Strategy
  By what means you are trying to achieve it.
• Tactics
  Examples of solutions.
• Discussions (optional)
  A brief review of the pros and cons of different courses of action. Look at rejected approaches and why they were rejected.

10. Explain the problem to a six year old and vice versa

By now if you have used some of the techniques described here, you should have a fairly good idea of the problem you are trying to solve. To get it absolutely clear, find a friendly six-year old and try explaining the problem. Your objective here is to do such a good job that you can get the child to explain it back to you.

Listen very carefully to the words that come back (a tape recorder is a good idea here). You may be surprised at the insights that a mind untrammelled by preconceptions can produce!