During our Level 10 Meeting™, we notice we solve the same operational headaches month after month because we are addressing symptoms instead of the root cause. How do we push past the surface-level complaints during the Identify step of IDS® to find the real issue?

Question

Tyler Smith · Accepted Answer

Solving the same operational headaches month after month is a clear sign that you are treating symptoms instead of solving root causes. If your Issues List features the same complaints week after week, your team is rushing through the Identify step of IDS® to get to the comfortable part of solving.

To find the issue behind the issue, you must slow down during the Identify stage. Never accept the first description of a problem at face value.

Use this diagnostic framework to dig deeper:

- First, ask the question, why is this happening? at least three times. If a team member says we missed our sales target, ask why. If the answer is because marketing did not deliver leads, ask why again. Keep digging until you hit a systemic process breakdown or an Accountability Chart™ issue.

- Second, look for the human element. Most operational issues are actually people issues in disguise. Ask if the person in the seat GWC™ their responsibilities or if the seat itself is poorly defined.

- Third, do not allow solutions to be proposed until everyone agrees on the single sentence that defines the real problem.

Slowing down to identify the root cause prevents you from creating band-aid solutions. It takes more discipline up front, but it ensures that once an issue is solved, it stays solved forever.