What Is a Problem?
First, let us look at several definitions of a "problem":
A problem in the Abadis Persian Dictionary:
A question, a request or a desire
Cambridge Dictionary:
A situation, person or thing that needs attention and must be dealt with or solved.
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Mahatma Gandhi:
Taking action to close the gap between the current and desired state of a situation. (Rooziato website)
Of course, Mr. Gandhi's definition concerns problem solving, but it can also be used to define a problem.
Ian Robertson:
When you do not know which path can take you from the current state to the desired state, you are facing a problem. (Robertson's book on problem solving)
The Persian dictionary definition is the furthest from what we mean by a problem, but the other definitions are helpful.
There is also a subtle point in the Cambridge definition: if you cannot solve the problem, learn to live with it!
Combining the definitions above, we might arrive at the following:
A problem is the gap between the current state and an expected or targeted state. This definition can apply to any entity or subject.
Examples of Problems
- Being 10 kilograms overweight (the gap between current weight and normal weight)
- A customer satisfaction score of 3 out of 5 (the gap between satisfaction and dissatisfaction).
- Declining sales, low sales or increasing sales by x percent (the gap between current sales and expected sales)
- A 30 percent reduction in profit (the gap between current and expected profit)
- The scrap and product return rate has reached 12 percent (the gap between current scrap and returns and what they should be)
Classifying Problems
In general, problems can be divided into three categories:
1- Preventive Problems: In Other Words, "Potential Nonconformity"
Problems that have not yet occurred, but are likely to occur if you do not take measures to address them.
A few examples:
What do vaccination, exercise, proper nutrition, CRM and training bring to mind?
- Vaccination is a preventive solution to a problem such as tuberculosis, polio and so on.
- Exercise is a preventive solution to a problem such as obesity, depression and so on.
- Proper nutrition is a preventive solution to a problem such as illness, malnutrition and so on.
- Designing and implementing a CRM system is a preventive solution to a problem such as customer complaints, declining sales and so on.
- Training employees is a preventive solution to problems that, if not prevented, would be attributed to human error caused by a lack of training.
In most cases, prevention generally costs far less than treatment.
Let me give a few more examples:
- While driving, you notice that the car's coolant temperature gauge is approaching boiling point. This is a preventive problem: nothing bad has happened yet, but if you ignore it and keep driving, the engine will suffer serious damage.
Certainly, adding water to the radiator as one preventive solution to this problem costs far less than engine repairs.
- Your business is growing from a team of 4-5 people into an organization employing several dozen people.
When your business had fewer than 10 employees, it was not difficult to run things through verbal communication, face-to-face meetings and phone calls. But be certain that, unless you take steps to design a documented system, you will later face a large volume of different problems. These will seriously damage your business and reduce indicators such as profitability and customer satisfaction.
- Sales charts show a downward trend. Although sales are still at a good level relative to the defined and expected threshold, they will soon fall below expectations unless appropriate preventive action is taken.
What Is Potential Nonconformity?
Nonconformity is the opposite of conformity. In a systems definition, nonconformity occurs when the value of a characteristic does not equal or conform to previously established specifications.
For example, if you order one kilogram of sugar but receive 900 or 1100 grams, a nonconformity has occurred.
But what does "potential" mean in this expression?
Potential is the opposite of actual. Actual means what exists; its opposite therefore means what does not exist or has not yet happened.
Thus, potential nonconformity is a nonconformity or problem that has not yet occurred.
2- Failure-Type Problems: In Other Words, Nonconformity
Failure is the most common type of problem, and the one many people associate with the word problem.
Failure means not achieving a goal: the value of a characteristic does not conform to predetermined specifications. In this case, the undesirable event has already happened.
A few examples:
- You arrived at an appointment one hour late.
- Ten percent of customers have been dissatisfied with your products or services and want to return them.
- A worker has died in an accident at the workshop.
- The business's employee turnover rate is 5 percent higher than the acceptable level.
- Twenty percent of the specified sales volume has not been achieved.
3- Improvement-Opportunity Problems
Many people may be less likely to recognize this type as a problem, but it is also a type of problem, arising from an opportunity for improvement.
A few examples:
- Expanding the market by 3 percent
- Developing the product and adding 6 new features
- Improving product quality from level a to level b
- Increasing individual skills from level a to level b
How Does Classifying Problems Help Us?
You can find further explanations of problems and methods for solving them in the problem-solving course .