Thinking Differently
How the ASG team uses systems thinking to build trust, solve problems and offer answers that work
As engineers and consultants, ASG team members focus on understanding the full problem and applying tools and first principles knowledge to get to the root cause. This allows us to focus on doing the right work at the right time with the right resources in the right way.
Why is solving for the root cause beneficial?
At ASG, we focus on solving for the root because it means understanding what triggered the problem and then solving for the underlying issues rather than just finding the quickest solutions. “Engineers take time to focus on challenges and discover solutions that are sustainable,” said ASG Engineer Matt Gum. “We strive to understand the underlying physical principles of a system so we can solve challenges from the ground up, rather than applying ‘Band-Aid’ solutions.”
As ASG Scheduler Nick Howerter puts it: “We don’t treat the side effects. We focus on treating the system.”
Addressing the symptoms of a problem is sometimes necessary to stabilize and allow the team to continue their important work. Taking the time to understand when to do this is vital to prioritizing a deeper understanding and successfully finding and resolving the true problem.
Focusing on solving problems this way doesn’t mean we don’t account for speed, Gum said. “Moving fast to solve issues is important, but that must be balanced against the time that could be lost in the future from not solving the true, underlying problem.”
How is solving for the root cause different from how others work?
Solving problems for the root cause means more than just talking to a project manager to understand a problem. It means partnering with our clients and talking to key stakeholders to understand as many perspectives as possible.
Acting this way allows ASG team members to get to the client’s true needs while joining a project. “Solving for the root cause allows us to figure out true client needs,” said Cassidy Creemer, a polymer scientist at ASG. “This might not always be the easiest solution, but it allows us to give the client a lasting result.”
The ASG team is another differentiator. “ASG focuses on hiring engineers with strong critical and system thinking skills,” Gum said. “Building a team this way has shown results for our clients and helped us build trust with our clients, and, as a result, with regulators, through our consistent performance.”
Does thinking this way change the way you manage teams?
When solving for the root cause, it’s important to take management actions so that the problems you’re solving don’t show up again.
“Not every problem comes from product design,” said Julia Le, a technical project manager and system engineer at ASG. “It’s important to look at a problem from an organizational view. Technical problems from product design happen, but working in a cross-functional team for a project can bring problems like lack of documentation. Inconsistencies in process and procedural non-compliance can be just as common.”
Another aspect of management actions is looking at the entire picture and seeing where people are involved in the project. Whether it’s creation or implementation, reviewing how people engage and taking steps to ensure that engagement is effective creates reliable, efficient teams.
Even when solutions are found, the process is not complete. “One piece of solving for the root cause is the aftermath,” said ASG Principal and Senior Consultant Doug Koeneman. “We should always ask ourselves, ‘What did we learn?’ Knowledge management and learning is core to our success as a company and allows us to avoid making the same mistakes and get to answers faster.”
How do ASG team members implement this thinking into their daily work?
Working in a regulated, complex industry, ASG has always focused on first principles and root cause thinking. First principles thinking allows us to break down problems into smaller segments so that the system and issue can be better understood. This approach saves clients time and money. It also establishes trust with regulators and the public. “When we talk about ASG team members being solutionists, it’s not because they find an answer that is good enough or the fastest, but because of their commitment to find the right solution,” Koeneman said.
For Creemer, this starts at the beginning of each client relationship. “Each time I hop onto a new project, my first priority is to understand what the client is hoping to achieve,” Creemer said. “In a recent project I joined, I was able to prioritize client needs, creating trust and receiving a proper scope and available resources. Once I was immersed in the project, I identified several knowledge gaps and pain points that we’re starting to plan and solve for.”
First principles thinking also means asking questions and relying on people who might have experienced the same problem. “Understanding the full problem means you have to leverage all of the resources available. ASG team members are always ready to help you look at a project or see if a solution makes sense,” said Howerter. “For example, if I were working on a schedule for a packaging line, and I had never done that, I’d message other schedulers on the team to see what they’ve done in the past because I know they would help get it done faster.”
Complex problems don’t always have one solution. Sometimes if they do have one solution, it could be costly or time consuming. That’s why we consider all the angles. “When a problem comes up on a project, I try to bring multiple solutions for our clients and always have an impact analysis ready so clients can make informed decisions about the best way forward,” said Le. “At the end of the day, we want to make sure clients know why they went with the solution they did.”
Bringing it all together
Koeneman believes that solving complex problems using first principles is rewarding because it helps our team make a lasting difference. “Far too often, we find problems start from people acting from what they think they know versus what they actually know and can prove or demonstrate,” Koeneman said. “Our commitment is to think critically and ask not just what we know but how we know it. That’s part of the fun and reward.”
Read more about what sets ASG apart by focusing on client advocacy.
