Theory of Constraints Handbook - James Cox Iii [466]
Step 5. Surface the assumptions behind the logical connections to find the one that is supporting the conflict.
Step 6. Construct your solution and check it for win-win.
Step 7. Communicate the solution to the people involved in dealing with the problem.
Let us look at this process in detail for the example of an Inner Dilemma Cloud.
Inner Dilemmas
Step 1. Identify the type of problem and match it with the right type of Cloud to address such problems.
The inner dilemma is defined as a situation in which the manager is under pressure to take action or make a decision with which he or she doesn’t feel comfortable. They have to choose between two conflicting options. They have not yet disclosed their preference, so there is no open conflict yet.
To learn and master the process of building and breaking the Cloud (finding the solution), a single problem is recommended. Avoid any problem addressing deep issues that contain a chronic problem4 or an unpleasant history of a relationship with someone else that may need a more comprehensive solution. An example of a single or “one-off problem” is as follows:
“I am under pressure from my boss to clear a technical request this Saturday, while I have promised my family a weekend out of town.”
It is easier to learn the Cloud approach on such a problem rather than trying to deal with a problem of the chronic nature, like:
“My boss demands that I shall be instantly available for any work issues and often even on weekends and I cannot have any personal plans for the weekends.”
To demonstrate the process of the Inner Dilemma Cloud, I will use the following example of a single one-off problem:
“I am a project manager at an improvement initiative at a large hospital. I have resources assigned to the project; all of them also continue performing their daily jobs. One of them is not released by her boss to work on the project. What shall I do?”
Step 2. Write a storyline.
Write down in free format the facts about this, as if you were filing an official complaint or report. Explain in the report why this was a problem and how it has affected you or your performance.
Answer questions such as: Who—what—when—where? What did I want to do? Why? What did I feel forced to do? Why?
Example:
I am a project manager and Mary has been allocated as a resource to my project. She is from Bill’s department but Bill has no other involvement or responsibility for my project. He is not a sponsor and not a customer. I have assigned some tasks to Mary, which she has not done yet. When I have asked her why, she said that Bill prevented her from doing the tasks, as he didn’t agree with the approach we are taking. Mary has suggested that I go to Bill and sort this out, as Bill is very knowledgeable in the subject matter of my project. I don’t want to see him, but Mary is my friend. Mary seems to be between a rock and a hard place. My boss Fred is not willing to get involved and confront Bill.
Step 3. Build the Cloud.
The starting point of building the Inner Dilemma Cloud is the actions. We know what actions we are pressured to take, the ones with which we don’t feel comfortable. We also know what actions we would prefer to take, but there is something that keeps us from explicitly taking these actions.
Hence, we have a good starting point on the Cloud—D and D′. From there we continue and build C and B and end up with A. Therefore, the sequence of building the Cloud is:
D/D′ → C → B → A
or alternatively,
D/D′ → B →C → A
Identifying D/D′
The idea here is to find out the major or most conflicting actions that one may consider in addressing this problem.
The guidelines are:
Write down all the options that you have considered while trying to solve the problem.
Split them into two groups: actions that you prefer to take and actions that you feel you are forced to take.
Choose the one that you feel is the most distasteful or forced option and write it in the D box.
Choose your preferred option and write it in box D′.
Example:
The list of tactics