Six Problem-Solving Steps

The most effective method uses both rational and intuitive or creative approaches. There are six steps in the process:

1. Identify the problem
2. Search for alternatives
3. Weigh the alternatives
4. Make a choice
5. Implement the choice
6. Evaluate the results and, if necessary, start the process again

1-Identify the problem

To solve a problem, you must first determine what the problem actually is. Often the symptom of the problem is focused on, rather than the actual underlying cause. When focusing on symptoms, you never get to the heart of the problem. You may think you know, but you need to check it out. Use a rational approach to determine what the problem is. The questions to ask include:

• What have I (or others) observed?
• What was I (or others) doing at the time the problem occurred?
• Is this a problem in itself or a symptom of a deeper, underlying problem?
• What information do I need?
• What have we already tried to address this problem?

EXAMPLE

You are a manager at a restaurant. An apprentice you supervise comes to you saying that the electric warming oven is not working properly. Before you call a repair technician, you may want to ask a few questions. You may want to find out what the apprentice means by “not working properly.” Does he or she know how to operate the equipment? Did he or she check that the equipment was plugged in? Was the fuse or circuit breaker checked? When did it last work?

You may be able to avoid an expensive service call. At the very least, you will be able to provide valuable information to the repair technician that aids in the troubleshooting process.

2-Search for alternatives

It may seem obvious what you have to do to address the problem. Occasionally, this is true, but most times, it is important to identify possible alternatives. This is where the creative side of problem solving really comes in.

Brainstorming with a group can be an excellent tool for identifying potential alternatives. Think of as many possibilities as possible. Write down these ideas, even if they seem somewhat zany or offbeat on first impression. Sometimes really silly ideas can contain the germ of a superb solution. Too often, people move too quickly into making a choice without really considering all of the options. Spending more time searching for alternatives and weighing their consequences can really pay off.

3-Weigh the alternatives

Once a number of ideas have been generated, you need to assess each of them to see how effective they might be in addressing the problem. Consider the following factors:

• Impact on the organization
• Effect on public relations
• Impact on employees and organizational climate
• Cost
• Legality
• Ethics of actions
• Whether this course is permitted under collective agreements
• Whether this idea can be used to build on another idea

4-Make a choice

Some individuals and groups avoid making decisions. Not making a decision is in itself a decision. By postponing a decision, you may eliminate a number of options and alternatives. You lose control over the situation. In some cases, a problem can escalate if it is not dealt with promptly.

5-Implement the decision

Once you have made a decision, it must be implemented. With major decisions, this may involve detailed planning to ensure that all parts of the operation are informed of their part in the change.

6-Evaluate the outcome

Whenever you have implemented a decision, you need to evaluate the results. The outcomes may give valuable advice about the decision-making process, the appropriateness of the choice, and the implementation process itself. This information will be useful in improving the company’s response the next time a similar decision has to be made.

Attribution

This chapter is an adaptation of 22. Effective Problem Solving and Decision Making by The BC Cook Articulation Committee and is licensed under a Creative Commons Attribution 4.0 International License, except where otherwise noted. This book is available free at Working in the Food Service Industry Copyright 2019.