7.2
A GENERAL PROBLEM-SOLVING
MODEL FOR LEADERS
Inspired by the Xerox Problem-Solving Process, Charles Kepner, and Ben Tregoe.Having a general problem-solving process or framework provides leaders with a way to begin
understanding and managing a wide range of problems, decisions, or concerns. Here you will
find just that—a general process that allows you to begin working a problem from a range of
starting points (e.g., potential causes, potential solutions).
204 SECTION 7 TOOLS FORPROBLEMSOLVING, DECISIONMAKING, ANDQUALITY
- Select and define
the concern or
problem. - Analyze the
problem for
cause(s). - Generate
potential
solutions. - Decide on a best
solution.
Of all the things
competing for your
attention, which will
you deal with at this
time?What is causing the
shortfall between what
is and what should
be?What are the options
for dealing with the
cause(s) of the
problem?What is the best
alternative to solve the
problem?Many problems are
likely pressing for
your attention. People
become vested in,
and emotional about,
their version of the
concern.There is lots of data
to consider, with
many potential and
unknown causes.
People may be vested
in a particular way of
understanding the
problem.
There may be many
ideas about how to
solve the problem.
People may be vested
in a particular
solution.There may be a broad
range of criteria for
defining an effective
solution. Each
solution has corre-
sponding benefits and
risks.Use a priority-setting
process. Get
agreement on the
problem statement
(i.e., how the problem
is framed).
[☛7.1 Problem
Framing]
[☛10.11 Priority
Setting]
Use a systematic
process for handling
the data and for
finding cause(s).[☛7.3 Finding Cause]
Use a systematic way
to list potential
solutions, along with
the benefits and risks
of each solution.
[☛7.5 Decision
Making]
Get agreement on the
criteria for selecting a
solution, along with a
systematic method of
applying these
criteria.Develop a clear
statement of the gap:
What Is versus What
Should Be.
Personal interests must
be dealt with
sufficiently to proceed.The most likely
cause(s) are identified
and verified.A list of agreed-to
potential solutions.The best solution is
identified and agreed
to. The potential
benefits and risks of
this solution are
documented.What is
Keeping needed to
Problem-solving Key question Pushing toward complexity under proceed to the
step to be answered complexity control next step