Problems: Identify, Capture and Resolve!
When people work on projects there are inevitably problems that creep up. These can be problems of any kind that cause a disruption in the effective working of the team. Without properly identifying the problem, capturing it and taking action to resolve the problems, it would be only luck if they ever got resolved on their own. We recommend that you don't rely on luck, but instead take an active role in continuously improving your team performance.
Identifying problems
What is a problem anyway? We'll define a problem as something which interferes with the preferred outcome of either the process or work being done. However, sometimes people misinterpret the "effect" of the problem with the actual problem itself. It is vital to get a good understanding of what the actual problem is, also called the "root of the problem."
Understanding the basics of root cause analysis
To really understand what the problem is, it is important to dig below the surface and determine what is really causing the problem. For that, we'll separate the total problem into two basic categories: cause and effect. The effect is usually what people call the "problem" because it is the "visible" discomfort that the people are experiencing. The cause is often overlooked, or misunderstood as "who's to blame" which is not the same. The "cause" is not usually a person, but either a broken process or system. One good technique is called the "5 Whys" method to get to the root cause.
To really understand what the problem is, it is important to dig below the surface and determine what is really causing the problem. For that, we'll separate the total problem into two basic categories: cause and effect. The effect is usually what people call the "problem" because it is the "visible" discomfort that the people are experiencing. The cause is often overlooked, or misunderstood as "who's to blame" which is not the same. The "cause" is not usually a person, but either a broken process or system. One good technique is called the "5 Whys" method to get to the root cause.
What will happen if this isn't resolved?
Another important question a team should consider is what will happen as a result if this goes unresolved. There are almost always positive effects when resolving problems, but there can also be negative side-effects too. Be sure to consider all the effects a change will have to ensure it can be properly prioritized among all the other work being done. There are two basic things to consider: risk and reward. Both need to be heavily considered before deciding on the specific course of action.
Another important question a team should consider is what will happen as a result if this goes unresolved. There are almost always positive effects when resolving problems, but there can also be negative side-effects too. Be sure to consider all the effects a change will have to ensure it can be properly prioritized among all the other work being done. There are two basic things to consider: risk and reward. Both need to be heavily considered before deciding on the specific course of action.
Capture
Once you determine the core of the issue, you can capture the root cause, the effects of the problem, and what you want to happen instead. It is very similar to a "bug report" in software terms. You are saying, effectively:
- When we do this
- This is what is happening
- This is what we want to happen instead
- What other effects will occur if we resolve this (negative and positive)
Resolve
In order to resolve the problem, the team needs to determine the specific actions that need to be taken. Each action needs to be testable and measurable for effectiveness, otherwise this may become wasted work. If you can't determine that the problem is fixed, then it may have been wasted energy to attempt the resolution in the first place.
Prioritize the resolution
Sometimes it is necessary to stop everything and fix the issue before moving on. But sometimes this would be a waste, and the effect of the problem is not demanding of a show-stopper. Determine the right priority of the effect of the problem to determine when the resolution actions should be done. Use the Product Backlog to help organize the resolution by adding a Backlog Item and prioritizing it alongside the rest of the work.
Sometimes it is necessary to stop everything and fix the issue before moving on. But sometimes this would be a waste, and the effect of the problem is not demanding of a show-stopper. Determine the right priority of the effect of the problem to determine when the resolution actions should be done. Use the Product Backlog to help organize the resolution by adding a Backlog Item and prioritizing it alongside the rest of the work.
Check your work
Before considering the problem to be resolved, check it! You want to be sure that you took care of it. By keeping the problem in the Product Backlog, and eventually adding it to a Sprint to take action, you enable the team an opportunity to track that the work is getting done and to test that it is working.
Before considering the problem to be resolved, check it! You want to be sure that you took care of it. By keeping the problem in the Product Backlog, and eventually adding it to a Sprint to take action, you enable the team an opportunity to track that the work is getting done and to test that it is working.