Problem Tracking vs Problem Solving

Problem tracking is easy.   Its just maintaining a list.  Customer Support / Claims departments often prefer to do this because investigating and solving problems is NOT something they are charged with (or are even interested in.) 

This point of view is incredibly expensive.  Problems recur and recur, since root cause is rarely determined, so any actions taken are just band aids or guesses as to the real problem.  The company's reputation is at risk when customers see the same issues over and over again.  You don't return to the same restaurant after getting food poisoning for the second or third time, do you?   

True Problem Solving requires structured investigation.  What are the possible causes and why do each happen?  When you have a verified root cause, only then should actions be taken to change the system permanently. 

Unfortunately when a problem occurs, everyone wants to do something NOW.   But if you don't truly understand the problem and its causes, any solution is just reacting.    That action orientation, of Americans in particular, leads to unnecessary changes in the system that don't actually prevent much (I am looking at you TSA and Department of Homeland Security)  Once changes are put in place, its a miracle if they are reversed, because someone has to admit they were a bad idea. 

Bottomline: The more time spent defining and investigating the problem, the more appropriate (and often cheaper) the solution will be.