A breakdown is a problem, a failure, an issue, etc. It is something that is not desirable and not the best you can do — something you would like to change or improve. Using the analogy of a Crime Scene Investigator — CSI-television show, here are guidelines for effectively and efficiently solving the breakdown AND producing a well-implemented solution.
When a BREAKDOWN is noticed:
1. Go to the scene of the crime; get out of your office! You can learn more at the scene of the crime than you can theorizing in your office.
2. Gather all witnesses. This includes everyone who is touched by the breakdown or a potential solution to the breakdown. Do not get scared if it is a large crowd. You will need them to solve and to implement.
3. Dig for the evidence, get the facts, interview the witnesses and collect information. And do this in a way so that everyone agrees on the evidence. Keep all assumptions, opinions, beliefs and theories OFF the table. Every one of these can add blindness to some of the facts, a premature preference for a particular solution, and prevent your staff from becoming problem-solving business people. For the same reasons, turn OFF the EXPERTS. It is so easy to get agreement from all the stakeholders, when they are agreeing on the facts.
4. Solicit solutions in light of the facts of the breakdown that drive your company’s mission, vision and values. Discuss pros and cons. Combine the pros into new solutions. Avoid persuading and selling a solution. Consider pilot testing to confirm a hypothesis. Get agreement that everyone’s ideas have been given a fair hearing.
5. Select and fine tune your solution. Explore for possible side effects or unintended consequences. Build agreement on the final choice. Set up a way to assess how well the new solution actually works; agree on a time frame; schedule a re-gathering of stakeholders to review the results. ASK: If we agree on the solution, who could stop it? If you think of them re-read Step 2.
6. Adopt the new solution with a 100 percent commitment from all who will be touched.
Shawn Stewart is the Operations Manager at Gainesville Health and Fitness Center. Contact him at shawns@ghfc.com
