Most Problems Fall into 1 of 3 Layers – Here’s How to Approach Each
The views expressed by the business participants are their own.
As business owners and leaders, we often encounter various problems in our organizations, but not always all problems are created equal.
I’ve found that most problems fall into one of three categories, each requiring a different approach to solving. Below, I will break down the three layers so that you can tailor your business solutions to the right type of problem.
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Layer 1: Simple mistakes
In Layer 1 problems, there is a process in place, and the person involved knows exactly what to do. The issue here is that they are simply wrong. It happens to the best of us – sometimes, we just slip up.
When a Level 1 problem arises, your first move should be to remind the person of the proper procedure. A quick, gentle nudge is often all that’s needed to get things back on track. These are the types of problems that can be solved with a short conversation or a simple reminder.
If this type of error starts happening regularly, it’s time to dig a little deeper. There could be something else going on – stress, being fired or even burnout. In these cases, it is important to address the cause rather than just the symptoms. Level 1 Concomitant Problems may indicate that an employee needs support, whether that is for better time management, regular breaks or dealing with any personal issues that may affect their work.
No matter what the details are, it’s best to deal with a Tier 1 problem immediately, providing a response within 24 hours. The sooner you fix it, the easier it is to fix and prevent the error from becoming a recurring problem.
Layer 2: Lack of understanding
The second layer of problems is more complex. In Layer 2 problems, there is a process that exists, but the person does not fully understand it. This could be for a number of reasons – maybe they are young and still learning, or maybe their training wasn’t as thorough as it should have been. Either way, the root of the problem is a lack of understanding, not just a simple mistake.
The solution to the Layer 2 problem is straightforward: training. Whether that involves a refresher course or sitting down one-on-one to go through the process again, the goal is to make sure the person fully understands what is expected of them. Training helps bridge the knowledge gap and equips the employee with the tools they need to succeed.
If a Layer 2 problem continues to occur, it’s a sign that your training materials – or your training methods – may need an update. Look at what you are teaching versus the results you are seeing. Are there gaps in training? Are there certain parts of the process that employees always struggle with? If so, it may be time to update your training to better meet the needs of your team.
If you tackle a Level 2 problem, aim to share the answer within a week. This gives you enough time to reassess and retrain while keeping the issue top of mind for the employee. Also, consider including others who may also benefit from the startup. This approach can help prevent similar problems from occurring in other team members.
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Layer 3: Lack of process
Finally, we have a third layer of problems, which occur when there is absolutely no process in place. If there is no process, you cannot expect your team to know what to do. Layer 3 problems often occur when your business has grown or changed, and you’re facing new challenges that existing processes simply don’t cover. They are a good sign that it is time to create or change some new processes.
Layer 3 problems are more complex because they require you to build something from scratch. The first step is to assess the situation and explain what needs to be done. Once you have a good understanding of the problem, you can begin to develop a process that will address the problem. This may include mapping out steps, assigning responsibilities and ensuring that the process is aligned with overall organizational goals.
Once the process is in place, it’s also important to train your team to know how to do it. You may need to hold workshops, provide ongoing support and be available to answer any questions as they arise.
If a Layer 3 problem continues to occur, it may mean that the process you created is not suitable for the team’s needs. In this case, you may need to modify or revise the process or create additional processes to cover other parts of the business.
Typically, it takes 2-4 weeks to properly assess a Layer 3 problem, define and document the solution and train (and retrain) the appropriate teams. This may seem like a long time, but it is worth it to ensure that the process is robust and that your team is prepared to follow it for the long term.
Why is it important
Understanding the three layers of problems is essential to effective problem solving in any organization. You don’t want your managers to overthink or spend too much time solving Layer 1 problems — this should be a quick fix. On the other hand, you don’t want them to rush into solving Layer 3 problems, as these require careful planning and execution.
It’s also important to look at trends. For example, if you have a lot of Layer 2 problems, it may be a sign that your training methods need to be improved. If you see a lot of Tier 1 issues, it may be time to review your hiring processes or provide additional support to your team.
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By identifying the layer of the problem, you can set the right expectations regarding the time and effort required to find a solution. The next time you face a challenge, ask yourself: What layer does this problem belong to? Approaching it with this framework will save you time, effort and maybe a few headaches along the way.
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