What are the key steps and roles in a problem management process?

Our ability to identify problems is negatively affected by our emotions, especially when the problem is complex. It's important to first listen, recognize, and change how we feel about the problem. Start by becoming curious and asking questions. Our feelings are directly linked to our knowledge about the problem: the more we know, the more positive feelings we develop. By correctly executing this process, we enter a positive feedback loop where curiosity leads to questions, which increases our knowledge and information gathering. This, in turn, further enhances our curiosity, accelerating the information collection until the problem is fully identified.

The methods involved are not extremely rigid, but they are frameworks that can be leveraged by the problem managers. It's all about your creativity to be able to give as much information structured in a way that's helpful and easier to refer to in future. My favourite is a combination of cause effect and 5 Why's.

In a few situations, the root cause identification gets lengthy/iterative and leads to unidentified root cause. To avoid this, while the problem is identified, record all areas where the potential failure could be and involve all stakeholders to analyse at every node, or refer to similar failures (if any) to understand who needs to be involved. A very important thing to consider is the retention for the logs/data that are captured to aid the investigation, and ensure that all logs are collected and stored at the time of incident and evaluate the same at the first stage of problem analysis.

Correct, if the true root cause cannot be found, do not leave the meeting without getting the needed data capture in place, this is critical.

It is missing the step of providing a useable workaround for incoming/repeat incidents. That is the initial priority before digging into the root cause

How can we be sure that we have identified the root cause of the problem? We often tend to look for simple explanations for problems that seem unpleasant or uninteresting. However, it becomes even more crucial to find the real root cause as the complexity of the problem increases, especially if we want to prevent it from recurring. A good indicator that we have reached the core of the problem is when we can change our perspective on the problem so that it is perceived as rewarding and valuable, and we can easily explain its root cause to anyone. At that point, we have either found the root cause or are very close to doing so.

In problem management, effective resolution is critical. Drawing from my experience at White Internet, we focus on a structured approach to identify and solve problems. Techniques like brainstorming, SWOT analysis, and cost-benefit analysis are crucial for generating viable solutions that align with our strategic goals. We meticulously plan and execute the implementation, ensuring thorough testing and verification. Each step, from the identification of the issue to the documentation of the outcome, is carefully managed and recorded. This method not only resolves the immediate problems but also strengthens our overall problem management framework, enhancing future responses and preventing recurrence.

Solutions should first be identified, and the probability of success assessed before progressing. If a solution is developed, it should be practically viable and tested before implementation with the success criteria identified and agreed in advance. Once implemented in production the solution should be tested again and if the criteria is met the problem should be identified as resolved. If it is not possible to test the solution in production a reasonable length of time should be allowed for any recurrence. This should be based on the frequency and likelihood of incidents prior to applying the solution.

Key steps in problem management involve identification, logging, categorization, prioritization, investigation, diagnosis, resolution, and closure. Roles include problem manager, investigators, subject matter experts, and stakeholders. In renewable energy, problem management addresses turbine failures. For grid compliance, it tackles system instability issues. In manufacturing, it resolves production disruptions. In battery storage, it addresses performance degradation. Each step and role ensures systematic problem resolution and prevention.

Showcasing problem-solving skills involves several key steps: Highlight Past Experiences Use Action-Oriented Language* Quantify Results Share Specific Examples Use a STAR Method Demonstrate Adaptability Seek Endorsements By following these steps and effectively communicating your problem-solving experiences and capabilities, you can showcase your skills to potential employers or clients and differentiate yourself as a valuable asset in your field.