6.8.3 Identifying the Problem

The problem identification stage involves making sure the organization's efforts will be directed toward solving the real problem rather than merely eliminating symptoms. This stage also involves establishing the objectives of the problem‑solving process and determining what will constitute evidence that the problem has been solved. The outcome of this stage is a set of decision criteria for evaluating various options.

Both rational and intuitive thinking may occur at this stage, but identification is largely a rational process. Key questions to be asked include the following:

1. What happened or will happen?
2. Who does it or will it affect?
3. Where did it or will it have an impact?

         4.        When did it or will it happen?

5. How did it or will it occur?
6. Why did it or will it occur?
7. What could we do to be more successful?

In asking these questions you are primarily interested in getting to the core problem or identifying the real opportunity.