Understand: See the System Beneath the Symptom
Why organizations often have the information they need and still solve the wrong problem The second step of the HUBER Strategy ™ is Understand . That may sound obvious. Of course we should understand the problem before trying to solve it. Everyone would agree with that in theory. In practice, organizations skip this step all the time. They hear a complaint, see an error, receive an escalation, or identify a performance issue, and immediately move into action. Meetings are scheduled. Tasks are assigned. Emails start flying. People begin troubleshooting, explaining, defending, or escalating. Everyone feels busy. Everyone feels responsive. Everyone feels like they are doing something. The problem is that activity is not the same thing as understanding. In many cases, the organization is not solving the actual problem. It is solving the first visible symptom. The Visible Issue Is Rarely the Whole Story This is one of the most important lessons I have learned in my car...
