When we try to IDS® during our weekly meetings, the team just complains about surface-level symptoms. How do we identify and solve the real issue behind the issue?

Question

Tyler Smith · Accepted Answer

Solving the wrong problem is the fastest way to waste resources. If your team is stuck in a loop of solving the same issues week after week, they are treating symptoms, not the root cause. To get to the issue behind the issue, you must slow down during the identify phase of IDS®. The rule of thumb is that you should spend sixty percent of your time identifying, thirty percent discussing, and only ten percent solving. When an issue is raised, do not let the discussion start immediately. Ask the owner of the issue to state the problem in one clear sentence, using specific examples. Then, ask the team to ask clarifying questions before proposing solutions. Use the five-whys technique. If the reported issue is that marketing missed their lead generation goal, do not immediately brainstorm marketing campaigns. Ask why they missed it. If the answer is because the copywriter was late with assets, ask why the copywriter was late. If the copywriter was late because they were pulled into product development, you now realize the real issue is not marketing execution, but rather a resource allocation and accountability problem. You will know you have found the real issue when the solution becomes obvious and actionable. The real root cause is almost always a people issue, a process gap, or a lack of clarity in your Accountability Chart. Address the root cause directly, and the surface symptoms will disappear on their own.