The views expressed by Entrepreneur contributors are their very own.
As business owners and leaders, we regularly encounter various problems in our organizations, but we do not all problems are created equal.
I’ve found that the majority problems fall into one of three layers, each requiring a different approach to solving. Below, I’ll break down the three layers so you’ll be able to tailor your organization’s solutions to the right type of problem.
Layer 1: Simple Mistakes
For Layer 1 issues, there is a process, and the person involved knows exactly what they must be doing. The problem is that they simply made a mistake. It happens to the best of us—sometimes we just stumble.
When a Layer 1 issue arises, the first step must be to remind the person of the correct process. A fast, gentle nudge is often all that is needed to get things back on track. These are the types of issues that may be resolved with a quick conversation or a easy reminder.
If these types of errors start happening often, it’s time to dig a little deeper. There may very well be something else at play—stress, disengagement, even burnout. In these cases, it’s essential to address the root cause, not only the symptom. Persistent Layer 1 issues could signal that an worker needs support, whether it’s higher time management, more frequent breaks, or addressing any personal issues that could be impacting their work.
Regardless of the details, it’s best to address a Layer 1 issue quickly, ideally with feedback inside 24 hours. The sooner you address it, the easier it’s going to be to course-correct and prevent the error from becoming a recurring problem.
Layer 2: Lack of understanding
The second layer of problems is a bit more complex. In Layer 2 problems, the process is in place but the person doesn’t fully understand it. This can occur for a number of reasons – perhaps they’re recent and still learning, or perhaps their training wasn’t as thorough because it should have been. Either way, the root of the problem is a lack of understanding, not only a easy mistake.
The solution to the Layer 2 problem is easy: training. Whether that involves a refresher course or a face-to-face meeting to go through the process again, the goal is to make sure the person fully understands what is expected of them. Training helps close the knowledge gap and equips the worker with the tools they need to succeed.
If you’re consistently having trouble with Layer 2, it’s a sign that your training materials—or training methods—might need an update. Take a look at what you’re teaching versus the results you’re seeing. Are there gaps in your training? Are there parts of the process that your employees consistently struggle with? If so, it could be time to update your training to higher meet your team’s needs.
When dealing with a Level 2 issue, try to provide feedback inside a week. This gives you sufficient time to reassess and retrain while keeping the issue fresh in the worker’s mind. Also, consider including other individuals who may benefit from a refresher. This proactive approach will help prevent similar issues from arising with other team members.
Layer 3: No Process
Finally, we have a third layer of problems that arise when there is no process. If there is no process, you’ll be able to’t expect your team to know what to do. Layer 3 problems often arise when your enterprise has grown or modified and you are faced with recent challenges that your existing processes simply don’t cover. They are a great sign that it’s time to create or completely rebuild recent processes.
Layer 3 problems are the most complex because they require building something from scratch. The first step is to assess the situation and define what needs to be done. Once you understand the problem, you’ll be able to start creating a process to solve it. This can include mapping steps, assigning responsibilities, and ensuring the process aligns with the overall goals of the organization.
Once the process is in place, it’s also essential to train your team to know how to do it. You might have to run workshops, provide ongoing support, and be available to answer any questions as they arise.
If the Layer 3 issue persists, it could be that the process you created is not appropriate for the needs of the team. In this case, you might need to adjust or update the process, or create additional processes to cover other parts of the business.
It typically takes 2-4 weeks to properly assess a Layer 3 problem, define and document a solution, and then train (and retrain) the appropriate teams. This may appear to be a very long time, but it’s value it to make sure the process is solid and that the team is prepared to follow it long-term.
Why is it essential?
Understanding the three layers of problems is key to effective problem solving in any organization. You don’t want your managers to overthink or waste too much time solving Layer 1 problems—they must be quick fixes. On the other hand, you don’t want them to rush into solving Layer 3 problems, because they require more careful planning and execution.
It’s also essential to look for trends. For example, if you’re having a lot of issues with Layer 2, it may very well be a sign that your training methods need improvement. If you’re seeing a lot of issues with Layer 1, it could be time to review your recruiting practices or provide more support to your team.
By identifying the layer of the problem, you’ll be able to set the right expectations for how much time and effort it’s going to take to find a solution. The next time you’re faced with a challenge, ask yourself: Which layer does this problem fall into? Approaching it with this framework will prevent time, effort, and perhaps even a few headaches along the way.