Problem Solving: Leader Define Process and Better Leader Define StandardPage

Solving a problem effectively and efficiently is our job. However, real problem solving lies in identifying the root cause of the issue and discerning patterns that can provide sustainable solutions. This proactive approach gives rise to two essential tools: processes and standards.

Processes are systematic and methodical procedures employed to solve problems of a similar nature. A process creates a well-defined path to follow, reducing uncertainties, and providing a roadmap towards a solution. For instance, in a oncall shift, an engineer maybe super efficient resolve tickets. But that is not enough. A better engineer writes runbooks that document the procedures to resolve similar tickets, the best engineer will automate the procedures. That is process optimization.

However, processes have their limitations. They can be rigid, making them less adaptable in the face of change. This is where a leader steps in to provide a more flexible tool: standards.

Standards are higher-level abstractions that set the criteria for determining the effectiveness of a solution, rather than prescribing the solution itself. They are benchmarks of performance or quality, which outline what constitutes a good solution. They have a broader application scope and offer greater flexibility than processes as they allow for a variety of solutions, as long as they meet the defined criteria.

Take, for instance, the example of sorting algorithms in computer science. A process would instruct how to perform a specific sorting method, like Quick Sort or Merge Sort, step by step. However, a standard simply states that a good sorting algorithm should be at least O(nlogn) effective, without specifying how to achieve it. This allows the flexibility to use any algorithm, such as Quick Sort, Merge Sort, or Heap Sort, as long as it satisfies the standard.

Let's consider another example, this time from a business perspective. If a company identifies a problem with customer satisfaction, they might establish a process for dealing with customer complaints, which involves listening to the complaint, understanding the issue, proposing a solution, and following up.

However, the same company might establish a standard for customer satisfaction, such as aiming for a 90% satisfaction rate. This doesn't tell employees how to achieve it but sets a benchmark for what is acceptable. It could be achieved by improving product quality, reducing delivery times, or enhancing customer service. The standard is adaptable to various strategies and approaches, providing more flexibility than a rigid process.

While processes provide structured and repeatable ways of tackling problems, standards offer a level of flexibility by defining what constitutes a good solution. A proficient leader understands the role of both in problem-solving and leverages them accordingly to ensure successful and sustainable solutions.