Solving a Visible Problem

I find it highly enjoyable to help solve problems at work! I've also realized that if you aren't willing to put in the time and effort to do something and solve a problem, it often will not get done.

There are always going to be challenges and gaps in the workplace. With how quickly things are evolving, getting updated and moving in different directions, the need to have extensive amounts of information is pretty significant. This doesn't change at all in terms of the things that most of us do day to day in the professional life. It certainly has a lot of considerations for those of us who work in the technology space!

My team and software has been around for quite some time, starting as a startup company and then eventually getting involved with a bigger company, then a bigger one and so on. Through that evolution things have changed quite a bit. The underlying product is similar but there are many aspects to it that have changed quite a bit over that time. What doesn't change though is the need for important and key documentation, especially as the products move in the different phases of the customer lifecycle from sales, implementation to support and relationship management.

We've had a bit of a breakdown in the processes, but most importantly the transition from the implementation team over to the support team and this has been something I've seen over the past few years that I've worked with the company, but didn't have enough of a grasp of the landscape to be able to do much about improving it. Thankfully now with a few years and some good experience under my belt, I saw an opportunity and jumped at it!

The process itself was, in my opinion, very rewarding. These are the things that help me develop professionally and personally because I am quite fond of problem solving, and this was a problem that has lots of implications for not only myself but for the support team and most importantly for the customers. Granted the process and information I've put together is not perfect, but it's a great start that we can build off of and improve over time and a few iterations!

I think one of the things that I find a little challenging is that very often, people will suggest things and point out issues but they don't make any moves to help solve those issues and bridge those gaps. Those people are definitely challenging. It's very important to identify issues that's for sure, however the really important skill and concept is being able to work to close those gaps, and I think that's where a lot of people fall short. I am certainly guilty of identifying problems but not offering solutions, as we can't solve all challenges but I do try to make sure to take opportunities as much as I can to try and solve some problems.

One of the good ways that this unfolds is that not only does this problem get solved for me, but it increases collaboration among team members and it helps me expand my professional network some. It's good to connect with some resources, bring a group together and ask tough questions, put out visions for how we can improve the process, and work on addressing those tough questions by asking and going in certain directions. The other good thing with that is that these types of initiatives grow in audience if they are successful and depending on their level of success, that ends up getting into the winds of people in the management sector which always helps when they see someone take initiative and really help everyone out, not just ourselves.

A lot of this can also be partially, and honestly, identified as a little bit of selfishness. Not in terms of me seeking attention or things of that nature, but of me looking to solve a problem for myself first and then once I solve that problem for myself, I then take a look and see if I can solve that problem for others. If I can solve that problem for others, which is often but not always the case, then it's a win-win for not only me, but for others around me! I think that's the right mentality to have, and certainly a motivating factor for me to do these types of things.

The jury is still out of this new process for support handoff documentation will be accepted and well-received from others. From the key resource I was working with, who is very open to telling people he does not like something if it's foolish, this was a win for him and his team. We shall see how it goes with others!

What about you, do you like to solve problems for yourself and then for others in the workplace? Why or why not? Let me know in the comments!