avatarharuki zaemon

A3: Avoid Memos With An Agenda

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It probably seems obvious in retrospect (as many things often do) but I really liked this structured approach to problem-solving. In particular, I really like starting with what good looks like, then focusing on countermeasures rather than fixes:

  1. Describe the problem in terms of the standard condition (i.e. expected norm), current condition, and gap between them from the customer’s perspective.
  2. State what needs to change in terms of outcomes and timelines (not solutions) that are specific, measurable, realistic and time-bound.
  3. Explore why the standard and current conditions exist, and obstacles preventing the target from being achieved.
  4. Outline countermeasures (rather than solutions) to address those obstacles. Countermeasures aim to prevent problems rather than just fix them.
  5. Define specific actions, responsibilities, and deadlines to enact countermeasures.
  6. Follow-up by verifying the effects of countermeasures and plans for broader rollout or rollback depending on results.