Whether you are a Franchise Support Representative dealing with franchisees, or a teacher helping a student work through the reasons why they are having trouble with math, the steps to effective problem solving are essentially the same:
- Gather information and define the problem.
- Determine the probable causes of the problem, after considering all possibilities.
- Develop potential solutions, then choose the “best” fit.
- Outline an action plan for implementing the solution.
- Follow up during the implementation process to see how successful it is.
1. First you must define the franchisee's problem by gathering all the information.
A “problem” occurs when there is a discrepancy between what one expects will or should happen and what actually does occur. The deviation is usually caused by some sort of change. Defining the problem entails gathering sufficient information to sort out why the unexpected occurred, instead of what you would reasonably expect to happen.
Gathering information begins with the following inquiries:
- Who are the individuals involved in the problem?
- What are the factors that make up the problem?
- What is the source of the problem?
- When did the problem begin and how long has it persisted?
2. Once you have the information, you can determine the probable causes of the problem.
From the information you have collected from the franchisee, you can generally determine its probable causes. Your goal is to determine at which point the franchisee's business operations strayed from the franchisor's model. You should pinpoint any changes that may have been causative, and then move on to developing potential solutions.
3. Develop a group of potential solutions for the problem.
Questioning and information gathering to this point have focused on the past. Once you move to the present – to identifying the problem – it then becomes possible to look toward the future and to formulate solutions.
Clearly go over the nature and cause(s) of the problem with the franchisee. Then determine the resources that are available for solving the problem – such as additional capital, personnel, materials and time. You must operate within this framework to develop a solution that is practical and constructive.
The search for solutions begins with an examination of both the franchisee’s experience and your own in dealing with similar or related problems. You should also invite suggestions from other individuals who have a stake in resolving the problem. Always consider all possibilities for solutions, particularly novel or “offbeat” approaches. Embedded within these are often the seeds of truly great ideas.
One recommended strategy for arriving at an optimum solution is to brainstorm options with your franchisees, formulating as many ideas as possible and noting these down without comment. The brainstorming approach encourages the development of a large number of options and often results in one idea leading to another - perhaps better - idea. Moreover, brainstorming is an excellent exercise for getting to the roots of a problem as well as learning more about your franchisee's thinking patterns.
The solution that is ultimately chosen must address the problem within the constraints of available resources. Each potential solution must be evaluated in this light.
4. Outline an action plan with the franchisee.
When you and the franchisee settle on a workable solution, put together a workable action plan to put it into practice. Determine practical timelines for implementing each step of the action plan.
5. Follow up.
Follow up with the franchisee as each stage of the action plan is implemented, to determine the success of the plan to date and decide on any changes or improvements that may be necessary.
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