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General questions that work in helping to solve
problems

n Do we understand what kind of problem it is and what approach is
likely to enable us to solve it?

n Do we have the range of techniques at our disposal?
n Are we making any assumptions based on our desire for them to be

true?
n Do the people nearest to the problem have any ideas?
n Are there related problems that we thought that we had fixed?
n Do we need to find a different approach?

Involving others who may be closer to the
problem

n Can you tell me exactly what happened?
n How significant is the problem?
n Who and what are affected?
n Are external customers affected?
n Has something like this happened before?

– How many times has it happened?
– How did you deal with it then?
– Is there any reason why the same approach will not work this

time?
– Why has the solution not been permanent?
n Was this problem expected?
n When did the problem arise – at what time stage of the process?
– When does it not happen?
n Where does it happen – location, stage of the process?
– Where does it not happen?
n How widespread is the problem?
n Have you any ideas as to why it occurs at certain times or stages of
the process?
n Have you any ideas as to why it occurs where it does?
n Has anything changed recently?
n Could the change have any bearing on the problem?

120 Key management questions