BElieve it or not IT Service industry is basically problem driven. Most of the jobs and projects are either for solving existing problems or to safeguard for future problems.
There are projects where the task is to develop a new product but even in that also the majority of the effort is spent on solving problems or in planning to stop possible problems.
There are projects where the task is to develop a new product but even in that also the majority of the effort is spent on solving problems or in planning to stop possible problems.
If we look around in real life , we will see in everyday life also most of the tasks we do are either solving some problem or planning to prevent future problems.
So no doubt problem solving is a great quality to have and almost all of us have this quality.
But the way we solve problems differ from one person to another. The way of solving problems or looking at problem actually comes from within our characters and if we can identify someone’s way of handling problems we can actually assess that person’s nature.
So no doubt problem solving is a great quality to have and almost all of us have this quality.
But the way we solve problems differ from one person to another. The way of solving problems or looking at problem actually comes from within our characters and if we can identify someone’s way of handling problems we can actually assess that person’s nature.
There are naturally two types of problem solvers around us.
1. Quick Fixer
2. Root finder
1. Quick Fixer
2. Root finder
I am not considering other type of people here who prepy cannot solve problems and run away from it. We will talk about those two types I mentioned above.
Quick Fixer
These type of people work on problems immediately to fix it. When a problem arrives the one and only aim they have to make the system up and running again. Think of a situation when server of an Enterprise goes down all of a sudden. The target of the quick fixer will be to bring it up as soon as possible. And when it is up and running the quick fixer will be satisfied.
These type of people work on problems immediately to fix it. When a problem arrives the one and only aim they have to make the system up and running again. Think of a situation when server of an Enterprise goes down all of a sudden. The target of the quick fixer will be to bring it up as soon as possible. And when it is up and running the quick fixer will be satisfied.
Root Finder
These types of problem solvers emphasize firstly on finding the root cause of the problem than fixing the current problem. In the above scenario of server crash in the enterprise this problem solver will look for the reason that caused the server crash and then will fix that root cause rather.
These types of problem solvers emphasize firstly on finding the root cause of the problem than fixing the current problem. In the above scenario of server crash in the enterprise this problem solver will look for the reason that caused the server crash and then will fix that root cause rather.
So Who Is Better?
It is tricky and conditional. Though seeing description of the both and their examples readers may think Type 2 is the correct one that a problem solver should be but this answer is not so easy.
It is tricky and conditional. Though seeing description of the both and their examples readers may think Type 2 is the correct one that a problem solver should be but this answer is not so easy.
What if the person needs 2 days to identify the root cause? Will the server of the Enterprise be down and unavailable for these whole 2 days? Can any corporate afford such prolonged business outage? No. Nobody will or can.
They will definitely be needing a Quick Fixer at first place. But does that mean there is no need for Root Finder? No. They do need to find the root cause definitely. Otherwise there might be outage again and that may cause severe impact on customers faith in their business.
They will definitely be needing a Quick Fixer at first place. But does that mean there is no need for Root Finder? No. They do need to find the root cause definitely. Otherwise there might be outage again and that may cause severe impact on customers faith in their business.
So bottom line is both types of problem solvers are required and they both have their own value.
Now the most strange statement I am going to say “A person cannot be both by heart for a same problem”. Yes you read it correct. Though in modern practice all IT Support people will do the fix first and then will be engaged in a root cause analysis. But in most of the cases both are not done by same person. If done by same person then either of the two will not be done from that person’s heart.
Now the most strange statement I am going to say “A person cannot be both by heart for a same problem”. Yes you read it correct. Though in modern practice all IT Support people will do the fix first and then will be engaged in a root cause analysis. But in most of the cases both are not done by same person. If done by same person then either of the two will not be done from that person’s heart.
Think a root finder is in charge of support of infra structure of a big customer. Now for any outage that person needs to make sure that the system is up and running as soon as possible. But being a root finder it will not be possible for that person to find a quick fix to the problem. That person is meant to think analytically and will come up with root cause but that will impact business. So to solve this different kinds of documentations and support run books are prepared. The person follows them to make the system available as soon as possible. But this is not spontaneous.
These are not limited to IT industry. It is the same in all industries and in in fact our daily lives. We see tasks and problems in our lives. We deal with them different ways. Some solves problems as and when they come and never think about those again. Some think about the problems and solve it at root. Like IT in lives also both types of solution required. But the difference is like in corporate we don’t have multiple solvers to solve our own personal problems. So depending on the type of problems we need to act. For simple example if we feel hungry or tired we cannot sit and try to figure out root cause rather we solve by eating or taking rest. If you see your monthly savings is decreasing then you have nothing to do when you notice rather than identifying the extra expenses and planning on how to save more in future.
Behavioral Traits
As I said at beginning by noticing the way of problem solving we can identify certain nature of the person. I will explain that here now. These are purely based on my observation and may differ.
As I said at beginning by noticing the way of problem solving we can identify certain nature of the person. I will explain that here now. These are purely based on my observation and may differ.
Root Finder
- A root finder is basically composed and introvert persons.
- They don’t speak much. Another nature is they don’t act on impulse.
- As a nature they are little lazy and love in taking time on solving problems
- They want to be sure before speaking of anything
- They love reading
Quick Fixer
- Quick Fixers are in opposite hand little more expressive
- They are more talkative and work on events
- They are more dynamic and ready to act in no time
- They do what they feel at the moment
- They hate reading
As a conclusion human behavior cannot be defined so easily. These are what I have seen most but are not bible to judge human nature. You have to do your own way. But certainly while solving that problem you can choose what type of solver you want to be and share in the comment.
Have a great day.
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