Structured Problem Solving
Learning intentions
1. Define business problems using SMART approach
2. Break down problems using MECE
3. Prioritize issues and solutions using an Impact-Effort Matrix
Module 1: Defining the Problem Using SMART
Learning intentions:
● Understand what makes a problem SMART
● Apply the SMART framework into some problems
What is a SMART problem?
Letter Meaning What It Means in a Problem
Statement
S Specific Clearly defined and focused — no vague
terms
M Measurable Can be tracked with data or metrics
A Achievable Realistic in scope — not broad or
unsolvable
R Relevant Aligned with business priorities or goals
T Time-bound Includes a time frame — urgent,
historic, or projected
Vague Problem SMART Version
Statement
“Revenue is falling.” “Branch A’s revenue dropped by 18% over the last
3 months.”
“We’re not getting enough “Applications for our teachers roles in London
candidates.” dropped by 30% in Q2.”
Rewrite 3 vague problems into SMART problems
Structured Problem Solving
Module 2: Structuring the Problem with MECE
Learning intentions:
● Understand two major types of problems
● Understand the MECE principle (Mutually Exclusive, Collectively
Exhaustive)
● Create Issue Trees to break down problems
Understanding Two Major Types of Problems
A. Diagnosis-First Problems
When you don’t yet know the root cause and need to investigate.
Examples:
○ Why has branch profit dropped by 30%?
○ Why are candidates not completing the registration process?
B. Solution-First Problems
When the problem is clear and you’re choosing the best course of action.
Examples:
○ How can we bring 3 more direct clients in East London?
○ How can increase branch revenue?
The MECE Principle (Mutually Exclusive, Collectively Exhaustive)
● Mutually Exclusive: No overlaps — each item is distinct.
● Collectively Exhaustive: No gaps — all possibilities are covered.
Non-ME Example:
Reasons for staff quitting:
a. Toxic manager
b. Poor culture
c. Burnout
d. Long hours
Structured Problem Solving
ME Example: (It might not be CE)
Reasons for staff quitting:
● Compensation & benefits
● Career growth opportunities
● Life balance factors
What is an Issue Tree?
A visual tool that breaks down a central problem into smaller, MECE sub-issues,
forming a tree-like structure.
Start with:
a. Diagnostic problem- "Why is [X] happening?"
b. Solution type problem- "How can we [do Y]?"
Let us build an issue tree
a. Why is stratford branch underperforming
b. How can we get new direct clients
Module 3: Prioritizing with a Matrix
Learning intentions:
● Learn how to use the Impact vs Effort Matrix to categorise
issues/solutions
● Learn how to prioritise some issues/solutions over others
What Is the Impact vs Effort Matrix?
A 2x2 decision-making tool that helps teams prioritize by answering two key
questions:
● Impact: How much positive change will this create if we solve it?
● Effort: How hard (or costly) is it to address?
Low impact High impact
Low efforts needed Redesign the company Send mails in bulk
logo
Structured Problem Solving
High efforts needed Build custom software Launch candidate app
for 1 client
How to priorities issues/solutions
Quadrant What It Means Action Example
✅ Quick High impact, low Do these Send mailshot
Wins effort immediately
🚀 Big Bets High impact, high Plan Launch candidate app
effort strategically
🔸 Nice to Low impact, low Do if resources Redesign company logo
Have effort allow
❌ Time Low impact, high Avoid or Build custom software
Wasters effort eliminate for 1 client
Activity: Solve a problem in a structured way as like above
