Techniques Favoured for Ensuring Focus on Problems
• Spend time sitting in the business area where the problem is perceived to occur; observe real behaviours and processes.
• Use SWOT analysis and considering PESTLE factors, starting with open questions and gradually becoming more specific.
• Invest adequate time in discovery before jumping to conclusions.
• Keep reviewing impact assessments to avoid distraction from low value issues.
• Keep the focus on progress, not just activity.
• Encourage an environment where teams challenge, collaborate, and change.
• Engage directly with the people affected by the problem.
• Ensure understanding of data sources that support or disprove assumptions.
• Create a safe environment where team members can challenge assumptions without fear.
• Ensure more access to sponsors for sense-checking and refining problem statements.
• Continuously iterate definitions as new insights emerge.

Knowing When Someone Is Discussing a Problem (vs. a Solution)
• Problem statements describe the impact or undesirable outcome e.g., “GLIT which is reducing revenue by £3m”
• Solution statements describe a tool, technology, or change e.g., “We need a handheld barcode scanner.”
• “Keep asking why” to get past surface-level answers and uncover the root cause.
• Play back what you heard to ensure clarity and avoid assumptions.

Differentiating Problem Statements from Symptom Statements
• Ask whether the statement describes:
  o A root cause,
  o A symptom, or
  o A consequence.
• Techniques:
  o Keep asking “why” until you reach something actionable and stable.
  o Check multiple data sources to validate whether you’re looking at a symptom or underlying issue.
  o Iterate problem definitions with the sponsor to ensure shared understanding.

How Many Problems Are Too Many?
• Prioritise based on:
  o Strategic impact
  o Cost
  o Resources
  o Time
• Limit the list to what the organisation has capacity to meaningfully investigate.
• Use structured prioritisation frameworks to focus attention on the most valuable opportunities.