That was the moment a regional COO, looked across the boardroom and admitted what everyone else in the room felt but hadn’t yet said aloud. The division’s customer churn hadn’t improved after three different interventions. Each time, the team had reacted fast - but also too shallow. No one had paused long enough to trace root causes or pressure-test assumptions.

So, we stepped in and introduced a rhythm. Not a magic formula, but a disciplined way to move from chaos to clarity. The results? Within a quarter, they halved churn and regained confidence across functions.

This blog is about that rhythm.

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Why This Matters Now

Executives face a volume of problems that aren’t just technical or logistical - they’re entangled, political, and emotionally loaded. Left unchecked, the tendency is to either act too fast or spiral into endless diagnosis.

According to McKinsey, fewer than 30% of transformation efforts succeed largely due to poor problem framing and inconsistent solution design.

We’ve seen it first-hand: seasoned leaders getting caught in the loop of "solution-first thinking." The real differentiator? A repeatable, cognitive process for solving high-stakes problems.

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The SHIFT 7-Step Problem Solving Flow

We call this framework “The Resolution Spiral”. Why a spiral? Because each step is meant to build on the last without becoming rigid - looping back when needed, evolving as the situation demands.

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Step 1 – Define the Real Problem

“What exactly are we trying to solve?”

Sounds basic, but most teams jump straight to solving a symptom.

We encourage framing problems in terms of outcomes and impact. Use techniques like the 5 Whys, or ask: If we fix this, what actually changes?

Reflection Prompt:
If your team had to write down the problem in one sentence, would everyone write the same thing?

Micro-action:
Run a 20-minute alignment session where each stakeholder defines the problem in writing. Compare. Discuss.

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Step 2 – Disaggregate the Issues

Break the beast into parts.

Think like a consultant: segment the problem using MECE (Mutually Exclusive, Collectively Exhaustive) logic.

For example, “customer churn” might split into onboarding, customer support responsiveness, and product-market fit.

Micro-action:
Create a simple tree diagram or whiteboard cascade breaking the big issue into bite-sized buckets.

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Step 3 – Prioritise Where to Focus

Not all branches deserve your time.

Use data to identify which sub-problem has the highest leverage. Don’t confuse urgency with importance.

Ask: Which of these, if solved, creates the most value?

Pro Tip:
Use an impact vs. feasibility matrix to focus efforts.

Micro-action:
Rank each sub-issue by estimated impact and speed to resolution. Circle your top two.

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Step 4 – Hypothesise Root Causes

Swap opinions for structured guesses.

At this point, we switch from “what’s wrong” to “why it’s wrong.”

Build hypotheses like: “We believe churn is high because the onboarding sequence overwhelms users.”
This narrows your investigation and makes data collection purposeful.

Reflection Prompt:
Are your team’s hypotheses falsifiable, or just vague assertions?

Micro-action:
Write 2-3 clear hypotheses. Plan how you’d prove or disprove each.

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Step 5 – Gather Data Intelligently

Don’t boil the ocean.

Now test your hypotheses with just enough data. This might mean user interviews, metrics deep dives, or quick experiments.

Pro Tip:
Use “decision-back” thinking: What data would change your mind?

Micro-action:
Set a 10-day window for lightweight data collection tied directly to your hypotheses.

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Step 6 – Design and Vet Solutions

Move from options to decisions.

Now generate a set of solutions. Then stress test them. What are the second-order consequences? What will this break? Who will resist?

Use a pre-mortem session: assume the solution failed - why?

Micro-action:
Shortlist two solutions. Run them through a decision quality checklist: desirability, feasibility, sustainability.

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Step 7 – Commit, Execute, Learn

Resolve and reflect - or repeat the loop.

Choose a solution. Assign ownership. Track implementation rigorously - but don’t declare victory prematurely.

Build in learning loops. If it works, why did it work? If not, re-enter the spiral from Step 3 or 4.

Reflection Prompt:
What have we learned that applies to other teams, products, or regions?

Micro-action:
Schedule a 30-minute retrospective three weeks after launch. Make it sacred.

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From Theory to Action: Embedding the Spiral

Want to operationalise this in your leadership context?

Build shared language.

Train your top 50 leaders on the spiral. Make it your organisation’s problem-solving OS.

Codify in templates.

Integrate this framework into decision memos, war rooms, and quarterly planning cycles.

Coach in real time.

Don’t make it academic. Use active problems to practice. Rotate facilitators. Build fluency.

Pro Tip:
Create a “Problem-Solving Guild” that meets monthly to workshop live challenges and cross-pollinate lessons.

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Mistakes Seasoned Leaders Still Make

Even experienced executives fall into traps:

Defaulting to solutions before diagnosis.

Confusing consensus with clarity.

Running analysis loops with no decision deadlines.

Over-engineering fixes for people problems.

What helps? Having one leader act as the “spiral steward” - someone who holds the team accountable to the rhythm.

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Executive Reflection Corner

Prompt 1:
When was the last time a well-intentioned solution of yours made things worse? What part of the spiral did you skip?

Prompt 2:
What’s one systemic issue in your organisation that’s being treated as a one-off fire?

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What Shifts When You Do This Well

• Strategic focus improves - fewer distractions, tighter sprints
  
  
• Cross-functional trust deepens - clarity removes blame
  
  
• Lessons compound - because you capture, not just react
  
  

It’s not about being methodical for the sake of it. It’s about creating a culture that gets better every time it solves something hard.

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Your Next Strategic Move

Pick one problem currently swirling in your leadership orbit. Gather your team. Walk through the first three steps. That’s it. Don’t overthink it.

And if you want a workbook version of the Resolution Spiral to try in your next offsite, just drop us a line.

Team SHIFT

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