You are the owner of an office building, and your tenants are complaining about a slow elevator. Several tenants are threatening to break their leases if you don’t fix it.
When asked, most people quickly identify some solutions: replace the lift, install a stronger motor, or perhaps upgrade the algorithm that runs the lift. These suggestions share a singular assumption about what the problem is— that the elevator is slow.
When the problem is reframed, a more elegant solution is created: put up mirrors next to the elevator. This solution eliminated complaints, because people tend to lose track of time when given something to look at—namely, themselves.
The mirror solution is not a solution to the stated problem: It doesn’t make the elevator faster.
Instead, it proposes a different understanding of the problem. Reframing is not focused on finding the “real” problem, but to identify if there is a better one to solve.
We believe the idea that of a single "root problem" to an issue is always misleading.
We see that customer challenges are typically multi-causal and can be addressed in many ways. So we approach each client engagement as unique, evaluating customer challenges from a new perspective, to design better solution.
The Pragmadik 4-Quadrant Business Analysis
1) Find the Bleed. We start with a comprehensive business data analysis, looking at a normalized view of sales dollars, units, COGS, margin, overhead, product mix, and more, to identify where downward trends began, where the biggest dips exist and the relationships between them.
2) Find the Cause. After the analysis, we dig into the details of the decline, identifying combinations of causes, narrowing down to the biggest causal areas, identifying timing and their impact in dollars if they had not occurred.
3) Compare to Actions. Whereas other consultants stop, we review your organizational strategies and tactics, cross-comparing what the organization did to change the trajectory and it’s impact, including current marketing and sales mix, its impact and the time needed for trajectory change.
4) Contrast with Customers. Lastly, we validate our assessment and assumptions with customer feedback, identifying any necessary corrections or refinements, including current customer surveys, research, interviews and observational studies to ensure tactics match customer needs.