Category: Problem examples

Worked problem examples detailing how to deconstruct a problem into the component parts and how they were resolved.

The case of the Delayed Programme milestones

Background: A large enterprise is undergoing a multi-year IT transformation program, which includes several projects aimed at modernising its core systems, migrating data to the cloud, and improving cybersecurity. However, the program is experiencing repeated delays, with milestones being missed across multiple projects. This leads to budget overruns, delayed programme milestones, frustrated stakeholders, and concerns about the feasibility of completing the program on time.

Workaround:

To deal with the delays, the program management office (PMO) starts reallocating resources between projects on an ad-hoc basis. Whenever a project falls behind, resources are borrowed from other projects to catch up. This helps address immediate issues, but it causes disruptions across other projects, leading to further delays and inefficiencies.

Symptom: Repeated delays and missed milestones across multiple projects in the program.
Workaround Applied: Reallocating resources between projects to address delays.

Deeper Analysis:

A deeper investigation reveals that the cause of the delays is poor coordination between projects and unclear dependencies. Many projects are interdependent, but they operate in silos, with little communication or alignment on shared milestones. For example, a data migration project might need to wait for a core system upgrade, but delays in one project cascade into others, creating a domino effect of missed deadlines.

Cause: Lack of coordination and communication between projects, leading to delays in shared milestones.

Root Cause:

The root cause of the issue is identified as the absence of a robust program governance framework that can effectively oversee and align multiple projects. The program lacks a centralised system for tracking dependencies and managing risks across projects. Additionally, there are no clear escalation procedures for when issues arise, leading to delays being addressed too late.

Root Cause: Lack of a centralised governance framework, ineffective tracking of dependencies, and unclear escalation procedures.

Solution:

The program management office (PMO) decides to implement a centralised program management framework to improve oversight and coordination. This includes the use of program management software that allows for comprehensive tracking of project dependencies, timelines, and risks across the program. The PMO also introduces program-level governance meetings, where project managers can report on progress, identify potential delays, and align on shared milestones. Clear escalation procedures are established, so issues can be addressed quickly and efficiently.

Solution: Centralised program management framework, comprehensive tracking software, regular governance meetings, and clear escalation procedures.

Outcome: With the new framework in place, projects within the program are better coordinated, and shared milestones are clearly defined and tracked. Dependencies between projects are managed proactively, reducing the risk of delays cascading across the program. Regular governance meetings help ensure that all projects are aligned, and issues are escalated and resolved in a timely manner. This leads to improved program performance, reduced budget overruns, and greater confidence among stakeholders.

Summary:

Workaround: Reallocating resources between projects to address delays.
Symptom Addressed: Repeated delays and missed milestones across multiple projects.
Cause: Lack of coordination and communication between projects, leading to delays in shared milestones.
Root Cause: Lack of a centralised governance framework, ineffective tracking of dependencies, and unclear escalation procedures.
Solution: Implementing a centralised program management framework, using tracking software, holding regular governance meetings, and establishing clear escalation procedures.

This example illustrates how addressing the root cause of poor program governance can lead to better coordination across projects, more efficient resource use, and successful program delivery, rather than relying on short-term fixes like ad-hoc resource reallocation.

Problem examples Symptom

The case of the Coffee Shop Customer Complaints

Background: A popular coffee shop has been receiving frequent customer complaints about long wait times during peak hours. Many customers express frustration, and some even leave without ordering, affecting sales.

Workaround:

The shop manager decides to offer free coffee vouchers to customers who have to wait too long. This helps reduce complaints because customers feel compensated for the inconvenience, but it doesn’t solve the core issue of long wait times.

Symptom: Long wait times for customers during peak hours.
Workaround Applied: Offering free coffee vouchers to appease customers who wait too long.

Deeper Analysis:

On further investigation, the cause of the long wait times is found to be bottlenecks at the order-taking counter. The baristas are quick at making drinks, but there is only one register, so customers have to queue up to place their orders.

Cause: Bottlenecks at the order counter, leading to slow order processing.

Root Cause:

Digging even deeper, the root cause is discovered to be the lack of staff training on how to efficiently take orders and use the register. Additionally, the shop’s layout has the counter placed in a way that creates congestion, making it difficult for staff to move around freely during busy periods.

Root Cause: Inefficient staff training and poorly planned shop layout.

Solution:

The coffee shop implements two key changes. First, they retrain staff to handle orders more quickly, using clear scripts to minimise confusion. Second, they redesign the shop layout to add a second register and create a more streamlined space, so the staff can move efficiently even during rush hours.

Solution: Improved staff training and a redesigned layout with an additional register.

Outcome: With the new measures, customers are served faster, and wait times are reduced significantly. The shop no longer needs to rely on free vouchers to keep customers happy, as the main problem of long waits has been effectively addressed.

Summary:

Workaround: Offering free coffee vouchers to compensate for long wait times.
Symptom Addressed: Customer dissatisfaction due to long wait times.
Cause: Bottlenecks at the order counter.
Root Cause: Inefficient staff training and poor shop layout.
Solution: Retrain staff and redesign shop layout to improve workflow.

This example demonstrates how addressing the root cause, rather than just applying a quick fix, can lead to a more sustainable and effective solution.

Problem examples

High Employee Turnover from a Micro-managing Leader

Background: Sarah works in the marketing department of a company where her boss, James, is known for his micro-managing style. James constantly checks on each team member’s work, gives excessive instructions, and often redoes work himself because he believes his way is best. As a result, team members feel frustrated and undervalued. Productivity is low, and projects are frequently delayed because of all the extra reviews and corrections.

Workaround:

To address the delays, James starts scheduling even more frequent check-ins with his team to “stay on top” of things. He believes that by micromanaging even more closely, he can catch issues early and keep the project on track. This workaround only worsens the situation: team members feel even more stifled, their morale drops, and they begin taking longer to complete their tasks because they feel pressured and unmotivated.

Symptom: Low productivity and frequent project delays.
Workaround Applied: Scheduling more check-ins and micromanaging more intensively.

Deeper Analysis:

After a few months of low productivity, the company’s HR department conducts a survey and finds that team members feel they lack autonomy in their roles. Many report feeling micromanaged and unable to work freely or make decisions, which causes them to be less engaged and take longer to complete tasks.

Cause: Team members feel frustrated and demotivated due to excessive oversight and lack of autonomy.

Root Cause:

Upon further investigation, HR realises that James’s micro-managing behavior stems from a lack of trust in his team’s abilities. James fears that if he lets go of control, the quality of work will suffer, leading to mistakes. This fear of losing control is why he micromanages every detail, even though it actually reduces productivity and effectiveness.

Root Cause: James’s lack of trust in his team, leading to a need to control every aspect of the team’s work.

Solution:

The HR department recommends leadership coaching for James to help him build trust with his team, learn effective delegation, and develop a more supportive management style. James learns to set clear goals, trust his team to complete their work, and give constructive feedback without excessive oversight. Additionally, the team introduces a system where each member can provide regular project updates, so James feels informed without needing constant check-ins.

Solution: Leadership coaching to build trust and improve delegation, along with a system for regular project updates.

Outcome: With the new approach, James steps back and allows his team more freedom to work autonomously. Team members feel empowered, morale improves, and productivity rises significantly. Project timelines are met more consistently, and the team is more engaged and motivated. James sees that he can rely on his team without constantly overseeing every task.

Summary:

Workaround: Scheduling more frequent check-ins and micromanaging even more closely.
Symptom Addressed: Low productivity and frequent project delays.
Cause: Team members feel demotivated and frustrated by lack of autonomy.
Root Cause: James’s lack of trust in his team, leading him to micro-manage excessively.
Solution: Leadership coaching for James to improve delegation and trust, plus a system for regular updates.

Anecdote Explanation: This story shows how a workaround like more frequent check-ins doesn’t resolve the underlying problem of low productivity. The real root cause was James’s lack of trust in his team, leading him to micromanage, which actually demotivated his team. Only by addressing this root cause through leadership training and new communication practices was the team able to improve its productivity and meet project goals more effectively.

Problem examples Symptom

The Case of the Late Pizza

Background:
Mark is hosting a small gathering at his apartment and decides to order a few pizzas to keep things easy and enjoyable. He places his order online with his favourite local pizza shop, which promises delivery within 30 minutes. However, an hour passes, and the pizzas still haven’t arrived. His friends are starting to get hungry, and the delay is becoming frustrating.

Workaround:

Mark decides to prepare some quick snacks from his kitchen—crisps, dips, and a few drinks—to keep everyone’s hunger at bay while waiting for the pizzas. This temporary solution helps to keep his guests satisfied for the time being, but it doesn’t bring the pizzas any faster.

Symptom: The pizza delivery is taking longer than expected, leaving guests hungry.
Workaround Applied: Serving alternative snacks to keep guests satisfied while waiting.

Deeper Analysis:

Curious about the delay, Mark calls the pizza shop to check on his order. The restaurant apologises, explaining that they’re short-staffed tonight, which has slowed down both pizza preparation and delivery times. To address this specific issue, they prioritise Mark’s order in the kitchen, promising it will arrive soon. The pizzas eventually arrive, but this workaround only helps for this single order and doesn’t solve the ongoing staffing issues.

Cause: Staffing shortages at the pizza shop, leading to slower pizza preparation and delivery times.

Root Cause:

A few weeks later, Mark orders from the same pizza shop again and encounters a similar delay. When he asks about it, the manager explains that they’ve had trouble hiring enough drivers, especially on weekends, because of increased competition from food delivery apps. As a result, they’re frequently understaffed, which affects delivery times.

Root Cause: Difficulty in hiring and retaining delivery drivers due to high competition with food delivery apps.

Solution:

To solve the root issue, the pizza shop decides to partner with a food delivery service, which provides access to more drivers during peak hours. By outsourcing deliveries, the pizza shop can ensure timely service even when they’re short on in-house drivers. This solution leads to faster deliveries, more satisfied customers, and reduced pressure on their own team.

Solution: Partnering with a food delivery service to supplement their delivery staff during peak times.

Outcome:
The next time Mark orders from the pizza shop, his pizza arrives on time, and he no longer has to worry about delays or finding workarounds for hungry guests. The partnership with a food delivery service has resolved the delivery issues and restored his confidence in the restaurant’s reliability.

Summary:

Workaround: Providing alternative snacks to keep guests satisfied.
Symptom Addressed: Late pizza delivery causing guests to become hungry and impatient.
Cause: Staffing shortages leading to slower pizza preparation and delivery.
Root Cause: Challenges in hiring and retaining delivery drivers due to competition from food delivery apps.
Solution: Partnering with a food delivery service to supplement delivery staff during peak times.

Anecdote Explanation:
This story shows how a workaround (serving snacks) can help address a symptom (late pizza delivery), but it doesn’t fix the underlying cause (staffing shortages). Even prioritising Mark’s order doesn’t solve the ongoing delays because the real issue lies in the pizza shop’s inability to consistently maintain enough delivery drivers. By partnering with a food delivery service (the solution), the pizza shop addresses the root cause and ensures timely deliveries in the future.

Problem examples Symptom

The Case of the Leaky Roof

Background: John lives in an old house that he loves, but one rainy night, he notices a small leak in his bedroom ceiling. Water drips down onto the floor, creating a puddle. John is worried, but it’s late, and he decides to do something quick to manage the problem.

Workaround:

John places a bucket under the leak to catch the water. This helps prevent the water from damaging the floor, and it gives him peace of mind that the problem is under control for now. However, the bucket doesn’t stop the leak itself; it only catches the water, and John has to empty the bucket every few hours during heavy rain.

Symptom: Water leaking onto the bedroom floor during rain.
Workaround Applied: Placing a bucket under the leak to catch the water.

Deeper Analysis:

After a few rainy nights of emptying the bucket, John realises that he can’t keep doing this forever. He climbs up to the attic and sees that the cause of the leak is a hole in the roof. The hole allows rainwater to seep through the ceiling into the bedroom. John tries to patch the hole with some plastic and duct tape, which seems to work temporarily. But after a couple of weeks, the tape starts to peel, and the leak comes back.

Cause: A hole in the roof, allowing rainwater to leak through.

Root Cause:

John decides to call a roofing specialist to inspect the roof. The roofer discovers that the hole is just one of several weak spots, and they are all due to old, damaged roof tiles that have deteriorated over time. The roofer explains that the roof is over 20 years old and hasn’t been maintained properly, which has led to cracks and leaks. Simply patching the hole won’t solve the problem because new leaks will keep forming.

Root Cause: Old, damaged roof tiles that haven’t been maintained, leading to cracks and leaks.

Solution:

The roofer suggests replacing the old roof tiles with new, more durable ones. By installing a new roof, John can prevent leaks from happening in the first place. Although it’s a bigger investment than placing a bucket or patching holes, it addresses the underlying issue, ensuring that his home stays dry during future rains.

Solution: Replacing old, damaged roof tiles with new, durable ones to prevent leaks.

Outcome: John decides to go ahead with the new roof installation. After the new tiles are in place, the leaks stop completely, and John no longer has to worry about placing buckets or patching up holes. His home is safe, dry, and more comfortable, and he doesn’t have to spend every rainy night running around with buckets and tape.

Summary:

Workaround: Placing a bucket under the leak to catch water.
Symptom Addressed: Water leaking onto the bedroom floor during rain.
Cause: A hole in the roof letting water seep through.
Root Cause: Old, damaged roof tiles that haven’t been maintained.
Solution: Installing new, durable tiles to prevent leaks.

Anecdote Explanation: This story shows how a simple workaround (the bucket) can temporarily deal with a symptom (the leaking water), but it doesn’t solve the underlying problem (the hole in the roof). Even trying to patch the hole isn’t a lasting solution because the real issue is that the roof is old and deteriorating. Only by replacing the roof tiles (the root cause) does John finally fix the problem for good.