The Word Eric Harding Banned From Every Problem Statement on His Team

Why It Matters

By insisting on precise problem statements and disciplined methodology, firms can avoid costly mis‑directed initiatives and ensure AI and automation deliver real value.

Key Takeaways

• Define problems clearly before jumping to solutions, avoid assumptions.
• Ban the word “manual” in HR problem statements to prevent bias.
• Tailor problem‑solving methods to each organization’s culture and maturity.
• Use A3 visual templates for coaching and transparent learning.
• Standardize processes and KPIs before deploying AI or automation.

Summary

The People Solve Problems podcast features Eric Harding, Vice President of HR Operations and Systems at Republic Services, who reveals his signature rule: the word “manual” is banned from every problem statement on his team. He explains that this simple prohibition forces teams to look beyond surface‑level symptoms and focus on root causes.

Harding emphasizes that clear problem definition is the cornerstone of any improvement effort, echoing the scientific method and Six Sigma principles. He argues most organizations skip this step, leading to default solutions—often automation—without understanding the underlying issue.

He illustrates the rule with two anecdotes: in a Costa Rica shared‑service center, 90% of A3 statements contained “manual,” prompting his ban; and a team that spent years fixing a roles‑and‑responsibilities mismatch, only to discover the real problem was inconsistent process execution. He also warns that AI projects falter when processes aren’t standardized.

The broader implication for leaders is to embed systematic, culture‑aware methodologies—using tools like A3, KPIs, and statistical process control—before layering advanced technology. This disciplined approach reduces waste, accelerates learning, and aligns teams on true business priorities.

Original Description

Two factories. One parking lot between them. Same leader, same approach, opposite results.

That parking lot taught Eric Harding, Vice President of HR Operations and Systems at Republic Services, that the named methodology matters far less than the situation in front of you.

In this episode of People Solve Problems, Eric sits down with Jamie Flinchbaugh to share more than twenty years of lessons from manufacturing, product development, and HR transformation.

A few moments worth your time:

-Why the word ‘manual’ is banned from every problem statement on his team

-How a single data analyst quieted years of background check complaints

-The reason "roles and responsibilities" is rarely the actual problem

A conversation about staying systematic without falling in love with the brand name on the system.

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#leadershipdevelopment #strategicthinking #ProblemSolving #Leanleadership