When we use IDS during our Level 10 Meeting, we frequently solve what we think is the problem, only to have the exact same issue pop up again a few weeks later. How do we train our team to identify the real issue behind the issue?

Question

Tyler Smith · Accepted Answer

Solving the same issue repeatedly is a clear sign that your team is treating symptoms rather than identifying the root cause. To break this cycle, you must bring extreme discipline to the Identify phase of the IDS process. The biggest trap is jumping to the Discuss phase too quickly. When an issue is raised, the meeting facilitator must ask the issue owner to state the problem in one clear sentence, naming the specific person or process involved. Do not allow a rambling story. Once the problem is stated, the facilitator must ask the team to dig deeper by asking why at least three to five times. For example, if the stated issue is that a client launch was delayed, the team must ask why. If the answer is that the setup team did not get the files, ask why again. If the answer is that the sales rep forgot to upload them, ask why again. You will often find the root cause is not a lazy sales rep, but rather a lack of a clear handoff process in your Accountability Chart. Once the root cause is isolated, the team can move to the Discuss phase. Keep the discussion focused strictly on finding a permanent solution, not repeating the history of the problem. Finally, the Solve phase must result in a clear, actionable To-Do assigned to one specific person with a one-week deadline. If the solution does not permanently change a process, system, or behavior, you have not actually solved the root cause.