What steps do you take to ensure that you are solving the right problem? Can you provide an example of a time when you identified and addressed the correct issue?

Question Analysis

This question is designed to assess your problem-solving skills, particularly your ability to identify and focus on the root cause of a problem rather than getting sidetracked by symptoms or secondary issues. Interviewers want to understand your thought process and methodology in ensuring that you are addressing the correct problem. The question also asks for a specific example, indicating that the STAR (Situation, Task, Action, Result) method would be appropriate for structuring your response.

Answer

To ensure that I am solving the right problem, I follow these steps:

• Define the Problem: I start by gathering information from all stakeholders to understand the problem's scope thoroughly.
• Analyze the Problem: I utilize tools like the Five Whys or Fishbone Diagrams to delve into the root cause.
• Validate Assumptions: I test any assumptions and gather additional data to confirm the root cause.
• Engage Stakeholders: I involve relevant stakeholders to validate findings and ensure alignment on the problem definition.
• Prioritize: I assess the impact and feasibility of addressing the problem to ensure resources are allocated effectively.

Example using STAR method:

• Situation: At my previous company, we experienced a significant decline in customer satisfaction scores, which was initially attributed to slow product delivery times.

• Task: As a project manager, my task was to identify the true cause of the declining satisfaction and implement a solution.

• Action: I began by conducting a thorough analysis, speaking with customer service, logistics, and sales teams. I used the Five Whys technique to drill down to the root cause. I discovered that the real issue was not delivery times but rather a lack of communication regarding delivery schedules. Customers were often unaware of delays or changes to their delivery dates.

• Result: By addressing the communication issue, we developed an automated notification system that kept customers informed. This led to a 20% improvement in customer satisfaction scores within three months, thereby solving the actual problem effectively.

By following a structured approach, I ensure that I am always tackling the right problem, leading to more effective and sustainable solutions.