SAMPLE LESSON / ABOUT 20 MINUTES
Describe the gap, not the person
Write a specific problem statement that can guide an investigation.
This is the first lesson as a sample. Saving exercises, progressing through the full course and receiving a completion certificate require a paid ₹49 enrolment.
Create a learning profile →Replace labels with an observable gap
“The team is careless” is a judgement. “Eight of 40 dispatch records required an address correction last week” describes something we can examine. A useful problem statement says what was expected, what happened, where, when and how often, and why it matters. It does not assume a cause before the investigation.
Keep the problem separate from a proposed solution. “We need an app” is a request for a particular response. The underlying problem might be duplicate records, missing information or unclear ownership. The same symptom can have several causes, and the best response may be an operating change rather than new technology.
Decide what to investigate first
Define a manageable scope. One product group, work queue or recent week may be enough to begin. Record where the problem does not appear; differences between affected and unaffected cases can be useful later. Agree an immediate safeguard if customers or work are at risk, while keeping containment separate from a lasting fix.
Ask who experiences the problem and who can help explain it. Include the people doing the work and those receiving its output. Avoid names, personal judgements and confidential customer records in your learning exercise. The aim is to understand the gap and the conditions that produce it.
WORKED EXAMPLE
Gramin Kriti practice case: a community delivery desk
This fictional desk checks dispatch records. In a sample of 40 records last week, eight needed address corrections before dispatch. The agreed standard is a complete delivery address before release. Corrections create extra calls and hold orders. These invented figures are for practice, not a published service benchmark.
| Weak statement | More useful statement |
|---|---|
| Staff do not pay attention. | Eight of 40 sampled dispatch records needed address correction last week. |
| Buy new software. | Investigate where required address fields are lost or misunderstood. |
| Everything is wrong. | Begin with records prepared for the afternoon dispatch queue. |
YOUR TURN
Put this lesson to work.
Write a problem statement for the case or a non-confidential problem you know. Include expected and actual conditions, time period, scope, frequency and consequence. List a proposed solution you will deliberately avoid assuming at this stage.
- Observable gap
- Defined period and scope
- No blame
- Cause and solution remain open
A well-framed problem points to evidence to collect, not a person to blame.