There is a thin line between value-added processes and inefficiency in 21st century business. Re-solving technical problems can be an expensive business. The practical approach to solving problems is a model that focuses on each step of the process having value. The emphasis should be on gathering data and analyzing it to gain an understanding of the problem before solutions are developed. The practical approach to problem solving was the standard model used to solve level-two help desk problems at Irwin Mortgage Corp from 1998 through 2000. Many help desks have a multi-tier hierarchy of categorizing problems. If the problem is resolved in the initial call, it is considered a level-one problem. Problems not solved in the initial call are escalated and assigned to level two. An organization with a practical approach to problem solving is a learning organization that teaches employees how to overcome barriers to solving problems and instills a desire to accept ownership of a problem.