SMS Competency - Problem Solving and Analysis

This is one of eleven competences that appear in the SMS Competency Framework for senior managers in South Africa's Public Service. All these competences are viewed as being critical for high performance in the senior manager’s role. The eleven competences are:

1. Strategic Capability and Leadership;
2. Programme and Project Management;
3. Financial Management;
4. Change Management;
5. Knowledge Management;
6. Service Delivery Innovation;
7. Problem Solving and Analysis;
8. People Management and Empowerment;
9. Client Orientation and Customer Focus;
10. Communication;
11. Honesty and Integrity;

Competency definition

Must be able to systematically identify, analyse and resolve existing and anticipated problems in order to reach optimum solutions in a timely manner

Proficiency level

Basic

• Understands the basic steps in problem solving and analysis and solves basic problems using organisation guidelines;
• Identifies when to solve problems independently and when to consult others for resolution beyond own authority;
• Participates actively and constructively in problem solving discussions; and
• Identifies and documents issues associated with problems.

Competent

• Explains potential impact of problems to own working environment;
• Demonstrates logical problem solving approach and provides rationale for proposed solutions;
• Determines root causes of problems and evaluates whether solutions address root causes;
• Demonstrates objectivity, thoroughness, insightfulness, and probing behaviours when approaching problems; and
• Demonstrates the ability to break down complex problems into manageable parts and identify solutions.

Advanced

• Coaches others on the analytical techniques and problem solving methods;
• Anticipates organisational problems and strategises to counteract potential impact;
• Involves the appropriate people, to resolve complex, inter-departmental problems;
• Generates various solutions/ options and contingency plans for problems;
• Identifies the impact of solutions on multiple areas within the organisation; and
• Develops contingency measures and explores various problem solving options.

Expert

• Designs complex problem solving tools and methods;
• Establishes and fosters an environment which encourages analytical and fact-based problem solving;
• Puts preventative measure in place to ensure that problems do not recur in the future;
• Identifies, solves and monitors unique issues or problems that have total organisational impact in consultation with the stakeholders;
• Sought after by other organisations as a thought leader in problem solving; and
• Establishes completely new approaches to solving complex inter-departmental problems.

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Copyright RSA Department of Public Service and Administration: SMS Handbook - Chapter 5: Competency Framework (2003).

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External Links

Department of Public Service and Administration (DPSA), Republic of South Africa