Domain Leadership: Task 2 : Facilitate Problem Resolution
Task 2: Facilitate Problem Resolution
- Investigate the root cause of problems (e.g., root cause analysis, Ishikawa)
- Determine the resolution strategies with the team that will add the most value
- Ensure the problems are resolved in a timely manner
The Importance of Problem Resolution in Agile Leadership
Effective problem resolution is critical for Agile leaders to maintain high-performing teams. Leaders must investigate root causes using structured techniques like root cause analysis or Ishikawa diagrams, ensuring that solutions address the underlying issues rather than just symptoms. Collaborating with the team, they determine the most valuable resolution strategies and drive timely execution to keep work on track.
By fostering a problem-solving mindset, Agile leaders create a culture of proactive issue resolution, risk mitigation, and continuous improvement, ensuring challenges do not resurface and team productivity remains high.
Investigate the Root Cause of Problems
Understanding the Five Whys Technique
📌 The Five Whys is a simple yet effective technique developed by Sakichi Toyoda, the founder of Toyota. It helps teams dig deep into a problem’s underlying causes.
- Ask “Why?” repeatedly (typically five times) to uncover the true source of the problem.
- Helps distinguish symptoms from root causes.
- Works well in team discussions or individual analysis.
Example of the Five Whys in Action
Problem Statement: The Jefferson Memorial in Washington, D.C., was deteriorating too quickly.
1️⃣ Why is the monument disintegrating?
➡️ Because of harsh chemical use.
2️⃣ Why are harsh chemicals being used?
➡️ To clean pigeon droppings.
3️⃣ Why are there so many pigeons?
➡️ They eat spiders, and there are many spiders.
4️⃣ Why are there so many spiders?
➡️ They eat gnats, and the area has a large gnat population.
5️⃣ Why are there so many gnats?
➡️ They are attracted to the lights at dusk.
Solution: Adjust the lighting schedule to reduce the number of gnats, which in turn decreases the spider and pigeon populations, ultimately preventing the excessive wear on the monument.
Using the Fishbone Diagram (Ishikawa Analysis)
📌 The Ishikawa diagram, also known as the cause-and-effect diagram, is a visual tool for mapping the potential causes of a problem.
- Problem (Head of the Fish) – Define the issue the team is facing.
- Major Categories (Bones of the Fish) – Identify broad categories contributing to the issue (e.g., People, Process, Technology, Environment).
- Root Causes (Smaller Bones) – Drill down into specific causes within each category.
This technique provides a structured approach to uncovering multiple root causes and their interconnections.
Continuous Improvement Through Kaizen
📌 Kaizen (meaning “change for the better” in Japanese) is a philosophy that promotes continuous incremental improvements.
- Encourage ongoing experimentation to improve processes.
- Follow the Plan-Do-Study-Act (PDSA) cycle to test and refine solutions.
- Involve team members at all levels to promote shared responsibility for problem-solving.
Determine Resolution Strategies with the Team
Engaging the Team in Problem Resolution
Agile teams take ownership of problems and solutions. Unlike traditional, top-down management, Agile teams collaboratively:
- Identify the problem and its impact.
- Analyze potential solutions using collective expertise.
- Select the best course of action based on value, feasibility, and impact.
Benefits of Engaging the Team:
Consensus-Based Decision-Making – Teams gain buy-in and commitment to resolutions.
Diverse Knowledge Base – Solutions benefit from multiple perspectives.
📌 Practical Solutions – Teams understand the work better than anyone else and propose realistic fixes.
The “Fail Fast, Learn Fast” Mindset
📌 Agile teams experiment early and often to identify and eliminate problems quickly.
- Demonstrate progress at each iteration to gather feedback.
- Use Spikes (short research/prototyping efforts) to explore uncertain areas before committing resources.
- Adopt a No-Blame Culture to encourage transparency and promote learning.
Building a No-Blame Culture
Fear prevents problem-solving. In an Agile environment, a no-blame culture enables teams to focus on resolving issues rather than assigning fault.
- Encourage ownership, not blame.
- Focus on learning from mistakes.
- Distinguish between accountability and blame.
Reframe failures as opportunities for improvement.
Ensure Problems Are Resolved in a Timely Manner
Using Testing to Identify and Fix Problems
📌 Agile teams use multiple testing methods to detect issues before they escalate.
- Unit Testing – Tests individual components to ensure correctness.
- Integration Testing – Verifies interactions between system components.
- System Testing – Ensures the entire system functions as expected.
- User Acceptance Testing (UAT) – Validates that the product meets end-user requirements.
Coordinating Timely Problem Resolution
📌 Agile teams use risk-adjusted backlogs to balance value delivery and risk mitigation.
- Prioritize work based on business value to ensure the most critical issues are addressed first.
- Incorporate risk response activities into the backlog to prevent future failures.
- Track problem resolution efforts using Kanban boards, information radiators, and daily stand-ups.
Prioritizing Issues with Expected Monetary Value (EMV)
📌 To determine the financial impact of a risk, teams use Expected Monetary Value (EMV):
📝 Formula:
💰 EMV = Risk Impact × Probability (%)
- Example:
If a risk could cause $40,000 in damage and has a 50% chance of occurring, the EMV is $20,000. - This calculation helps teams compare risk response efforts against feature development priorities.
Tracking Progress and Ensuring Accountability
📌 To ensure transparency, teams must monitor and communicate problem resolution efforts:
- Use information radiators (visual dashboards) to track issues.
- Provide regular updates to stakeholders on problem status.
- Assess secondary impacts – Ensure similar risks or defects do not spread.
Collaborative Risk Management Using Agile Games
📌 The PMI Global Congress outlines collaborative games for managing Agile risks:
🎲 Plan Your Trip – Helps teams define their approach to risk management planning by setting objectives and strategies.
🎲 Find Friends and Foes – Encourages teams to identify risks and opportunities, distinguishing between potential threats and beneficial uncertainties.
🎲 Post Your Ad – Facilitates qualitative risk analysis, where teams assess risks based on their probability and impact.
🎲 Today’s Forecast – Supports quantitative risk analysis, using data-driven techniques to measure risk exposure.
🎲 Backlog Injector – Guides teams in planning risk responses, integrating risk-handling strategies into the product backlog.
🎲 Risk Radar – Enables teams to monitor and control risks, ensuring proactive mitigation and continuous improvement.
By incorporating these collaborative risk management games, teams can engage in structured yet interactive problem-solving, fostering a proactive and team-driven approach to risk mitigation. This enhances decision-making and reduces uncertainties before they escalate.
Conclusion
Effective problem resolution is a critical leadership skill in Agile environments. Agile leaders empower teams to:
- Identify and analyze problems using structured techniques like Five Whys and Ishikawa diagrams.
- Collaborate on solutions through team-based decision-making and risk prioritization.
- Resolve issues quickly by prioritizing risks, leveraging testing, and tracking resolution progress.
By fostering a no-blame culture, leveraging Agile frameworks, and integrating problem-solving into daily workflows, teams continuously improve and deliver higher value.
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