Theory of Constraints Handbook - James Cox Iii [465]
At the same time, we know that if a manager complains that a problem cannot be solved there must be an underlying conflict that blocks him from finding and implementing solutions even though the objective that is being blocked is extremely important and the manager raising the problem has the interest and the desire to solve the problem. It feels like the third law of Newton—as if the manager applies force to solve the problem and experiences a “counterforce” that prevents him from sorting it out. The conflict is in the tactical level—actions or decisions that should be taken in order to achieve the desired objective.
Therefore, when a problem is brought under the heading of an “unsolvable” one, we need to reveal the underlying conflict by converting the problem into a Cloud. Once we have the Cloud, we can apply the problem-solving processes to reach a win-win solution. All Clouds have the same basic structure as that shown in Fig. 24-1.
The Cloud is a five-box conflict diagram denoted by A, B, C, D, and D′ (D prime). Each box has a specific role in describing the problem.
There are three different roles:
Objective [box “A”]—the objective that is being blocked or jeopardized by this problem.
Needs or necessary conditions [boxes “B” and “C”]—the term “need” is used in order to denote that this condition is mandatory for the achievement of the objective [A]. The B→A and C→A arrows present a logical connection of necessity. It reads, “In order to have the desired objective “A” we/I must have both needs B and C. The logic states that if one of these needs is missing, the objective will not be achieved.
Tactics [boxes “D” and “D”′]—actions, wants, or decisions that are chosen to satisfy the needs. The D→B and D′→C arrows state that in order to satisfy the need, the specific action [D to satisfy the need B, and D′ to satisfy the need C] must be taken. These actions, wants, or decisions cannot reside together at the same time and that brings them into conflict, which is denoted by the D-D′ conflict arrow.
Ensuring the Quality of the Cloud—Logical Checks
As the Cloud is the base for finding a win-win solution, we have to ensure that it is built properly and that the logic is sound. After writing the Cloud, it is recommended that we read it again (even aloud) including the logical connections represented by the arrows:
In order to achieve “A” we/I3 must have “B”
In order to achieve “A” we/I must have “C”
In order to satisfy “B,” action “D” must be taken
In order to satisfy “C,” action “D”′ must be taken
D and D′ are in direct conflict
Next, we should check the logic of the diagonals between the tactics or actions and the needs. The strong message from the Cloud is that every action endangers or jeopardizes the achievement of the opposite need. The additional checks are:
“D” endangers/jeopardizes/hurts need “C”
“D”′ endangers/jeopardizes/hurts need “B”
After checking the logic, the necessary changes and upgrades should be made in order to make the Cloud clear and logically sound. It is also recommended to present the Cloud to a knowledgeable person who can give feedback about the clarity of the wording and the logic.
Solving Problems Using Clouds—the General Process
The general process is:
Step 1. Identify the type of the problem (inner dilemma, day-to-day conflict, etc.) and match it with the right type of Cloud to address such problems.
Step 2. Write a storyline of this problem in a factual, objective way as if you were completing an incident report. Objectivity is necessary even if the problem causes an emotional upset. The purpose is to unleash the intuition of the person building the Cloud about the problem and gather the data for building the Cloud.
Step 3. Build the Cloud.
Step 4. Check the logical statements of the Cloud and make necessary corrections