I have the opportunity to train and coach people on problem solving with some regularity. In fact, we recently built a one day customized problem solving and decision making workshop for one of our great Canadian Clients, OPTI Canada.
In the workshop we talked about a problem solving mindset, what gets in our way, a problem solving process, and much more.
Nothing we taught could be any more powerful than this quotation from Norman Vincent Peale,
"Believe it is possible to solve your problem. Tremendous things happen to the believer. So believe the answer will come. It will."
An open mind, a clear problem statement, the right people involved, and a good problem solving process are all important.
But always remember to start with the belief that the problem can and will be solved.
Thursday, December 21, 2006
Tuesday, December 12, 2006
Customers 1, Experts 0
Last night I heard on television and this morning I read online about the NBA's decision to go back to the old ball on January 1 for the rest of the year.
All of the new ball/old ball story can be referenced from this post, where I talk about the problem with the new ball from an important perspective - the perspective of the players (i.e. the Customers).
The good news of this change back, is that much like what Coca-Cola learned with New Coke; better is defined first, and most importantly by the Customer, not by management, the experts or anyone else.
Kudos to the NBA for rethinking their decision and kudos to the players for speaking their discontent.
The score?
Customers 1, Experts 0.
The NBA will no doubt reopen their look at an improved ball. Here's hoping they learned their lesson and include their Customers in the process next time.
Are you including your Customers (both internal and external) in your perceived process and product improvements?
Friday, December 8, 2006
Who is the Customer? Who Has the Ball?
In the National Basketball Association, the players have it (the ball).
And this year the League has introduced a new ball - it is constructed differently and is made of a synthetic substance rather than leather (is nothing sacred?!?)
The ball was developed and introduced to have more consistency in the way it handles and bounces. According to the experts (the players) it hasn't achieved those goals. In fact some players are actually getting small cuts on their fingers from the balls.
The Players Union has filed a grievance over the new ball and concurrently (perhaps because of the grievance?) the League has sent the balls back for further testing.
According to the New York Times in this article, (free registration maybe required) David Stern, the League's Commissioner has said, "I won't make a spirited defense with respect to the ball. In hindsight, we could have done a better job. I take responsibility for that."
He added: "If our players are unhappy with it, we have to analyze to the nth degree the cause of their unhappiness. Everything is on the table. I'm not pleased, but I'm realistic. We've got to do the right thing here. And of course the right thing is to listen to our players. Whether it's a day late or not, we're dealing with this."
Duh.
Who is the Customer here?
The NBA I'm sure thinks about the paying fan, the media and more as their paying Customers. However like any other business they have internal customers and stakeholders - all of whom are critical to meeting the external (paying customer's needs).
Who is the Customer of the ball?
The players of course.
The NBA made the same error that many of us make. We don't think about, and meet the needs of our internal customers.
I don't know if the new ball is better or not - but I do know that part of the definition of better must come from the customers of the product - in this case the players.
How clear are you on the expectations and needs of your internal customers?
How will meeting those needs more completely improve your results with your paying customers?
And this year the League has introduced a new ball - it is constructed differently and is made of a synthetic substance rather than leather (is nothing sacred?!?)
The ball was developed and introduced to have more consistency in the way it handles and bounces. According to the experts (the players) it hasn't achieved those goals. In fact some players are actually getting small cuts on their fingers from the balls.
The Players Union has filed a grievance over the new ball and concurrently (perhaps because of the grievance?) the League has sent the balls back for further testing.
According to the New York Times in this article, (free registration maybe required) David Stern, the League's Commissioner has said, "I won't make a spirited defense with respect to the ball. In hindsight, we could have done a better job. I take responsibility for that."
He added: "If our players are unhappy with it, we have to analyze to the nth degree the cause of their unhappiness. Everything is on the table. I'm not pleased, but I'm realistic. We've got to do the right thing here. And of course the right thing is to listen to our players. Whether it's a day late or not, we're dealing with this."
Duh.
Who is the Customer here?
The NBA I'm sure thinks about the paying fan, the media and more as their paying Customers. However like any other business they have internal customers and stakeholders - all of whom are critical to meeting the external (paying customer's needs).
Who is the Customer of the ball?
The players of course.
The NBA made the same error that many of us make. We don't think about, and meet the needs of our internal customers.
I don't know if the new ball is better or not - but I do know that part of the definition of better must come from the customers of the product - in this case the players.
How clear are you on the expectations and needs of your internal customers?
How will meeting those needs more completely improve your results with your paying customers?
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