A Beginners Guide to Solving Problems
Why is My Desk Still Messy after Solving Problems for 10 Straight Hours?
It is shocking how many "problem solvers" fail to use tried and true problem solving techniques.
Why do high quality people who profess to be problem solvers guess instead of using logic? It seems quicker? Maybe they enjoy the ride? Perhaps it is too much hard work to do it scientifically? Maybe while they keep on guessing (and not solving), they generate more income and add some job security? Or maybe because they violate the first principle of problem solving: understand the problem.
Rule #1: Understand the problem.
People generally start solving problems without knowing the problem. What the client or user describe as "The Problem" is normally only a symptom! "My report is not fast enough. The real problem could be that the database is overwhelmed with users all fighting for precious resources.
You start your investigation by defining the "real problem". This means asking questions (and sometimes verifying them), and doing some basic testing. Ask the user questions like "when was the last time it worked successfully?", "How long have you been using the system?", "Does it work on another computer?”, “Do other users have the same problem?", "What is the exact error message?" etc. Ask for a screen print of the error if possible. Your basic testing will be to ensure the end-to-end equipment is up and running.
Rule #2: Start the solving process even if you do not understand the system
How many times have you heard "I cannot touch that code, because it was developed by someone else?" If your washing machine does not want to switch on, you do not need to be an Electrical Engineer or Washing Machine Repair Specialist to do some basic fault finding. Make sure the plug is working. Check the electrical breaker. "I have never seen this error before" should not stop you from attempting to solve.
When the problem is identified, at least you know what should be solved. Sometimes the solution is obvious such as switch the power on or replace the faulty cable but sometimes the solution is not so obvious..
Rule #3: Divide and Conquer
The moment you can replicate the problem or eliminate the problem by isolating mechanisms, you are more than 80% on your way to solving it.
What I like to do is look for ways to divide the mechanism into 2 parts and test each part independently. Each time you do this, the problem will manifest itself in one of the parts. Take the part that failed and divide the mechanism in half and test each part independently. Each time you do this, the problem will manifest itself in one of the parts. See a pattern? After two iterations you should know which 25% of the whole mechanism has the problem and after three iterations you know which 12.5% of the whole mechanism has the problem. Even in the largest of mechanisms, you should be able to find the problem in the largest of mechanism in less than 10 iterations.