Unlocking Transformation: Start with the Problem, Not the Solution
We've talked a lot about the current state of flight operations, CAMO, and AMO, and we're about to explore the exciting digital solutions that lie ahead. But before leaping into any grand digital transformation, there’s a foundational step that often gets overlooked, or mishandled: the gap analysis.
On the surface, a gap analysis seems straightforward: figure out where you are, where you want to be, and what stands in the way. Simple, right? Not always. In my 32 years of airline experience, I have witnessed how the quality of the insights gathered during this crucial phase is only as good as the questions you ask, and have sadly witness the opposite as well. Here's the subtle, yet profoundly impactful, truth: you should be asking for the detail of the ‘problem,’ not the solution.
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| Photo by D koi on Unsplash |
The Pitfall of the Premature Solution
It's natural for people to jump to solutions. When an operational manager faces a bottleneck, their immediate thought might be, "I need new software for X" or "We just need to automate Y." While those might eventually be part of the answer, starting the conversation with "What solution do you think you need?" is a trap.
Why is this
approach problematic?
- It limits perspective: An internal team,
steeped in their daily routines, might only envision solutions based on
what they already know or what competitors are doing. This can lead to
implementing a "me too" solution that doesn't genuinely address
their unique challenges.
- It masks root causes: A solution-focused
question skips the vital step of understanding why a problem
exists. If you automate a flawed manual process, you simply get a faster,
automated flawed process. You haven't truly fixed anything.
- It creates feature lists, not strategic
roadmaps: When you ask for solutions, you often get a laundry list of
features. These lists might be shiny, but without a deep understanding of
the underlying problems they're meant to solve, they don't form a coherent
strategy for transformation.
- It overlooks interconnectedness: Operations in an airline are intricate. A problem in crew scheduling might be caused by an issue in flight planning data, not a flaw in the crew system itself. Asking for a "new crew system" won't solve the core data problem.
Think of it
like this: If you go to a doctor saying, "I need antibiotics for my sore
throat," a good doctor won't just prescribe them. They'll ask about your
symptoms, when they started, if you have a fever, if you've been around sick
people. They’re diagnosing the problem, not just filling a prescription. Your
operational challenges deserve the same diagnostic rigor.
The Power of
the Problem-Focused Question
So, how do you ask for the problem? You ask questions that encourage detail, description, and impact. You're trying to peel back the layers and get to the core pain points.
Instead of: "Do you need new flight scheduling software?" Try: "What specific challenges do you face when optimizing flight schedules, and how do these challenges impact your on-time performance and fuel consumption?"
Instead of:
"Should we get Electronic Flight Bags?" Try: "Describe the
difficulties pilots currently encounter in accessing and updating critical
flight documentation, and how does this affect pre-flight preparations or
in-flight decision-making?"
Instead of:
"Do you want to automate maintenance planning?" Try: "What
are the biggest pain points in your current maintenance planning process? How
do these lead to unexpected downtime, and what is the typical cost associated
with such disruptions?"
These types of questions push beyond the superficial. They invite narrative. They encourage stakeholders to articulate:
- Symptoms: What does the problem look like
day-to-day?
- Impact: What are the tangible consequences
(cost, time, morale, safety, compliance)?
- Frequency and Scale: How often does it
happen, and how many people/processes are affected?
- Current Workarounds: How are people coping
with the problem today (which often reveals inefficiencies)?
- Who is affected: Pinpointing the specific
roles or departments feeling the brunt of the issue.
The Consultant's Unique Value: Unearthing the Real Challenges
This is where
the subtle value of a seasoned consultant becomes evident. They aren't there to
simply endorse your pre-conceived solutions. A good consultant brings an
objective, outside perspective, coupled with deep industry knowledge and a
structured methodology for inquiry.
They are
skilled at:
- Active Listening: Hearing not just what's
said, but what's implied or unsaid.
- Facilitating Unbiased Discussions: Creating
an environment where teams feel comfortable discussing frustrations
without immediately being pressured to propose solutions.
- Connecting the Dots: Recognizing patterns
across different departments that might point to a single underlying
systemic issue.
- Translating Symptoms into Root Causes:
Guiding conversations from "our system is slow" to "data
entry duplication leads to inconsistent records, which then slows down the
system because of constant validation checks."
- Challenging Assumptions: Politely
questioning why things are done a certain way to ensure no stone is left
unturned in understanding the true problem.
By focusing relentlessly on the 'why' and the 'how' of the problem, a consultant ensures that the subsequent digital transformation strategy is built on solid ground. They help identify the true pain points, not just the visible symptoms. This depth of understanding is critical because it leads to solutions that don't just patch over issues but fundamentally redesign processes for efficiency and resilience.
Building a Future on Well-Defined Problems
The success of
any digital transformation initiative, whether it's streamlining flight
operations with advanced systems or overhauling CAMO and AMO processes, starts
long before a single piece of software is chosen or a line of code is written.
It begins with the fundamental commitment to deeply understand the problems you
aim to solve.
Defining problems with precision leads to truly effective, sustainable digital solutions. It ensures a better return on investment because you're investing in solutions that hit the mark. It fosters internal alignment as everyone understands what is being solved and why. Most importantly, it builds a robust foundation for a transformation journey that yields real, lasting value, propelling your airline into a truly optimized and digitally capable future.
Edited: 08-Jul-2025
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