Our issues list is always packed with operational symptoms like missed deadlines or low lead volume, but we find ourselves solving the same things over and over again because we fail to identify the systemic issue behind them. How do we run IDS® to dig beneath these shifting symptoms and solve the root cause permanently?

Question

Tyler Smith · Accepted Answer

Symptoms are deceptive because they are highly visible and demand immediate attention, but addressing them is just putting a bandage on a broken bone. To run IDS® effectively and uncover the issue behind the issue, you must develop a discipline of relentless questioning before proposing solutions. When an issue like missed deadlines is brought to the table, do not immediately brainstorm how to work faster. Instead, start the Identify step by asking three layers of why. Ask what process failed, who owned the seat responsible, and whether the person in that seat has the capacity to do the work. Often, you will discover that a missed deadline is actually caused by a lack of clear ownership, a poorly documented process, or a leader who is overloaded. Your goal in the Identify phase is to state the root cause in a single, clear sentence. Do not move to Discuss until everyone on the leadership team agrees on this root cause. If you solve the symptom, you will see the same issue return next month. If you solve the systemic structural flaw or GWC™ issue, it disappears forever.