The Right Way of Solving a Problem

Whatever job we do at work, sometimes we face problems. Sometimes the computer does not work as expected. Sewing machines do not work as per expectation. The software or program does not work as expected. Local network or internet does work well. In such a situation how you fix the problem?  As a problem statement, I am talking about a system related problem.

Problem-solving
The simple answer is - call the expert or customer support for help. What if you learn a few things to fix the common problems related to your work? I am meaning the tasks and troubleshooting that can be manageable and easily understood.

When we face a problem at work, we can't continue our work. We need to wait until the problem gets fixed. I am not telling to be expert in all areas, but you can include additional work in your bag to resolve the common issue by yourself.

Let me share one case.

Some of our clients call me when they face a problem (related to real-time shop floor control software). Normally, I advise them what they can do to fix it or how to diagnose the issue. I used to tell the responsible person (customer end) to check a few things and get back to me with more additional. But most of the time they don’t revert with information whether it is resolved or not.

Reason for such reluctant behaviour - Most of the cases, it has been observed that after calling me,
  • They get involved in another task and forget what they need to do.
  • Maybe they are not interested in doing the work they are suggested and advised to do.
  • Or perhaps they are not capable of doing that
Next time they call me again for the same issue.

If the same problem occurs again and again. And even after giving an instruction one can't fix the problem, there is a real problem - interest of learner, in communication, in the instruction of the trainer, knowledge to understand the instruction. Another point - showing interest to fix the issue using the guide.

The same applies to resolve many chronic problems in garment manufacturing. We face problems - there is no such workplace without having a problem. We ask for help from the expert or managers. But we do not apply the suggested procedure of doing things. 

After getting a problem, if we know how to investigate the issue (root cause), we can work on finding out the solution for it.

For getting a fix faster and learning the solution, the following steps need to be practised.
  • Call the support team (First internal support team. later call external support team).
  • Follow the instruction provided by the support person
  • In case your problem is not yet resolved, get back to support team again with analysis and additional information
  • Note down the instructions from problem definition to the solution (to learn and apply a second time if you can manage it yourself)
  • Create a troubleshoot guide
Refer your guide when you face a similar issue. If you do that you don't need to wait for the support team for fixing the problem. You can fix it yourself at your own convenience time. You can further take the assistance of the Internet for finding a solution to your problem.  

For the process level issue, you can use 5 Why method for finding the root cause.

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