Digging Into a Problem

Digging Into a Problem

DIGGING INTO A PROBLEM


Digging into an issue that someone else is facing can be a very difficult prospect; that is, if you do not follow a strong process. Usually when you are trying to figure out why someone is struggling with any given task or process, the person you are working with is not going to have a strong enough grasp on that task to articulate what they are doing wrong, much less how to correct it. 


There are a number of processes to follow; counting products, data entry, reviewing reports, send reports to clients, etc. 
It’s important that you learn how to identify and investigate a problem on your own.

And, of course, if you need help, ask for it.


If you follow the process below, you will get to the bottom of any struggle someone is facing. 


NOTE:  Before you start this process, refer to the teaching/learning document to make sure you are properly able to teach your trainee the correct action once you have gotten to the bottom of their issue.


1.  Ask the person to carefully describe the issue they are facing in their own words.
 Assuming a worst-case scenario, they are going to give you a general idea where to start with your troubleshooting. Their answer is more likely going to be vague; you will need to get them to expand.


Examples:  This audit is taking me a long time; The sales aren’t coming through.


2.  Have them take you through their process step by step. You know exactly what steps are involved in any given process and about how long each one should take. If they skip one, stop them and ask them about it. Take notes on this, documenting each step and the pertinent details. Most importantly, if it is a time issue, get the time it takes for each step.


Examples: 

Audit is taking too long: Take me through your inventory process step by step.  


The sales aren’t coming through: Take me through exactly how you set up this sales file starting with the export from the POS and ending with hitting the finish button on the mapping screen.


3.  Once you get to which step is the problem, repeat step 2. There is a reason I chose the word “digging”. You have the knowledge to articulate and solve the problem at hand, the trainee does not. This process will inherently guide them through the problem solving process and get them used to solving their own issues.


4.  Once you identify where the trainee is going wrong, teach them the correct way using the teaching/learning process. Neither of you are done until the trainee can successfully repeat the proper process back to you in their own words.


This Digging method is non-negotiable. There are only two possible outcomes of this process that we will accept.


1.  The trainee can repeat the process you were correcting. Good job, don’t forget to set an appointment in your calendar to review it with them the following week.


2.  The trainee can not repeat the process correctly. If you can not get to the bottom of the issue or can not successfully teach the trainee how to successfully perform the task at hand once you have identified the issue, you will escalate the issue to the next person above you. They will set a meeting with you and the trainee to teach you whatever part of the digging/teaching/learning process you are missing.