November 30, 2007

“Problems happen to all of us.  Our job is to solve them.  The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had two months ago.”

Solving problems allows us to move forward.  Not solving them is one of the greatest sources of frustration on projects and in the workforce today. The drudgery of dealing with the same problem for an extended period of time can numb the mind.  No doubt, there are some problems that require long-term solutions.  Unfortunately, many problems that could be solved within days or weeks turn into never-ending sagas.  These are the problems that kill morale, stifle creativity, and cripple organizations.

A colleague who understood complex operations always made it clear to those within his organization that he understood there would be an occasional problem that no one forecasted.  His honest approach, unlike the all too familiar management refrain of “don’t ever bring me any surprises”, was not only refreshing but also created an environment in which problems were identified quickly, addressed openly, and solved efficiently.  

During one of his operational meetings when he managed a very complex technical environment, my friend detected a preoccupied look on the face of one of his newer managers.  The topic of discussion at that moment was a project schedule that had tight deadlines.  He addressed the manager immediately, asking about the source of his consternation.  The manager, somewhat sheepishly, explained a problem to which he had no current solution.  My friend, a voice of great experience, replied, “Problems happen to all of us.  Our job is to solve them.  The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had two months ago.”

All too often, problems linger.  Some last because of a poor work environment.  Others last because of fear that they’ll be uncovered.  Still others hang around forever due to an inability or unwillingness to make decisions that will solve them.  Unresolved issues stifle progression. 

On the other hand, problem resolution feels good.  It is one of the rewards of work.  We all face problems.  As my colleague stated, “Our job is to solve them.”