Problem Solving Basics

What is a problem?

• A problem is a discrepancy (a “gap”) between an actual state and a desired state– Implies that the desired state is one that is not

currently enjoyed• Desired state can be seeking an enjoyable experience• Desired state can be seeking to avoid pain

– Some people argue that all human activity is problem solving directed towards achieving a desired state(s)

Desired states, emotions and logic

• Desired states are based in emotions that may be common to all– Core values

• Security (based on desire to survive)• Attraction, companionship, procreation• ?????? Other ??????

• Logic is a tool we use to acquire desired states.

How do we solve problems?• Determine the desired state

– Decide on what is valued– Individual perceptions are different, (which is why teams often

fall apart)– Determine the criteria to use in deciding whether or not the

desired state has (or has not) been achieved.• Identify a course of action to take that realistically will

change the existing state to the desired state– Often referred to as a solution– Should use decision criteria developed in determining the

desired state, (but often we don’t)• Implement

– Includes dealing with contingencies, (often chaotically)

Formal Steps in Problem Solving

• Define the desired state – In terms of decision criteria

• Analyze the existing situation• Develop alternative solutions• Evaluate and choose alternative solutions

– Using decision criteria

• Develop a plan to implement the chosen solution• Implement, monitor, and revise

What skills are needed?• Bloom’s Taxonomy

– Knowledge: • arrange, define, duplicate, label, list, memorize, name, order, recognize, relate, recall,

repeat, reproduce state. – Comprehension:

• classify, describe, discuss, explain, express, identify, indicate, locate, recognize, report, restate, review, select, translate,

– Application: • apply, choose, demonstrate, dramatize, employ, illustrate, interpret, operate, practice,

schedule, sketch, solve, use, write. – Analysis:

• analyze, appraise, calculate, categorize, compare, contrast, criticize, differentiate, discriminate, distinguish, examine, experiment, question, test.

– Synthesis: • arrange, assemble, collect, compose, construct, create, design, develop, formulate,

manage, organize, plan, prepare, propose, set up, write. – Evaluation:

• appraise, argue, assess, attach, choose compare, defend estimate, judge, predict, rate, core, select, support, value, evaluate.

• More important skills are more difficult

Class Exercise

• Pick out a problem you think you have.• Think about how you would go about solving that

problem.• Think about the steps of the formal problem solving

process and compare your approach to these steps– Define the desired state – Analyze the existing situation– Develop alternative solutions– Evaluate and choose alternative solutions– Develop a plan to implement the chosen solution– Implement, monitor, and revise

Critical Approach• Assume existing system is desired means to

achieve desired state• Focus is on analyzing the existing system to

determine why it isn’t working as intended to achieve the desired state

• Return existing system to work as it was intended to achieve desired state (Fix it!)

• Example: Fix the potholes in the road so we can get from Point A to Point B

Class Exercise: Critical Approach• Assume that the computer you use to check your e-mail is

broken.• Think about how a technician would go about fixing the

computer in terms of the steps he would take in the problem solving process – Define the desired state – Analyze the existing situation– Develop alternative solutions– Evaluate and choose alternative solutions– Develop a plan to implement the chosen solution– Implement, monitor, and revise

• Do you see how the problem solving process is focused on returning the broken system to its previous state?

Critical Approach: Pros and Cons• More efficient because it works with a base of knowledge you

already have (you understand the system)• Avoids

– Much uncertainty– Much work in having to think through steps of the problem solving

process• Defining the desired state • Analyzing the existing situation• Developing an alternative solutions• Evaluate and choose alternative solutions• Develop a plan to implement the chosen solution• Implement, monitor, and revise

• Need critical thinking or we could never get anything done– Analysis paralysis– Do you want to always be looking for new way to get to work?

Desired State

Existing State

XFocus is on fixing what has changed in the system in order to return the system to its previous state

What you have to know about

Critical approach diagram

Creative Approach• Does not assume the existing system is the best means to achieve

desired state– Has you look for alternative means of achieving the desired result

(end state)• Does not focus on analyzing why existing system isn’t working as

intended. – The existing system is regarded as simply one means of achieving the

desired state.• Focus is on finding the “best” way to achieve the desired state.

– Japanese a few years back were great at this, rejecting the premise “If it ain’t broke, don’t fix it!” Total Quality Management called for business to review existing processes and look for new, innovative, ways to achieve desired states.

• Example: Find or build a new route that will avoid the potholes in the road so we can get from Point A to Point B

Class Exercise• Assume that the computer you use to check your e-mail is

broken.• Think about how you can check your e-mail in a way that

does not involve fixing your computer. What would be involved in completing the steps of the problem solving process?– Define the desired state – Analyze the existing situation– Develop alternative solutions– Evaluate and choose alternative solutions– Develop a plan to implement the chosen solution– Implement, monitor, and revise

• Do you see how the problem process is focused on reaching the desired state without having to use the existing system?

Creative approach: Pros and Cons

• Takes more time because it requires you to expand your knowledge of the existing environment – More care must be taken to define the desired state– More time must be spent analyzing the existing situation– There are more possible alternative solutions

• Not limited to the “existing” system

• Avoids– “Beating a dead horse” in trying to make the existing system work– Ignoring a “better way” of achieving the desired state

• Must use when existing system can’t be fixed– The potholes are too numerous and can’t be fixed economically

Creative approach diagram

Desired State

Existing State

X

Focus is on finding best way to get to the desired state.

What you have to know about

Critical and creative compared

Desired StateXCritical Approach Attempts to locate problem within existing system and “fix it”

Creative ApproachAttempts to find a new way to reach the “Desired State”

Steps of the Problem Solving Process: Critical and Creative Compared (Part

1)• Define the desired result

– Identify measurable goals – Identify criteria to be used in evaluating the solution– Spend much more time in creative process

• Analyze the existing situation– Identify major influences on the system– Spend much more time in creative process

• Develop alternative solutions– Use pre-determined criteria– Spend much more time in creative process

Steps of the Problem Solving Process: Critical and Creative Compared (Part

2)• Evaluate and choose alternative solutions

– Use pre-determined criteria– Creative solutions are more complex to evaluate

taking more time• Plan for implementation

– Implementing creative solutions take more planning because these solutions involve a new system and tend to be more complex.

• Implement, monitor, and revise– Monitoring creative solutions take more planning

because these solutions involve a new system and tend to be more complex.

Quality Problem Solving • Depends on spending adequate amount of time at each

stage of the process.– Defining the desired state– Analyzing the existing situation– Developing alternative solutions– Evaluate and choose alternative solutions– Develop a plan to implement the chosen solution– Implement, monitor, and revise

• Staying focused on one stage of the process at a time avoids duplication and wasted effort. – Do not have to repeat process steps– Have sufficient information to proceed.

Process Controls• There are techniques to force staying on task and

doing steps in sequence– Allocate adequate time spent in “reflective” thought

(analysis, synthesis, evaluation) in earlier stages of problem solving

– Monitor your focus on one stage of the process at a time by controlling communications

• Example: Six Hats….Edward DeBono– Helps every participant monitor the type of

communication by holding up a colored hat to indicate the type of communication

– Only allow particular types of communication at particular stages of the problem solving process

Six Hats and Types of Communication

• WHITE….. neutral information • RED….. emotion / opinion • BLACK….. negative assessment • YELLOW…. positive assessment • GREEN….. possibilities • BLUE….. process focus

Problem Solving: Principles of Communication (Part 1)

• Red: emotions are fine to share at anytime as long as they are identified as emotions and not disguised as something else– Example: You say.. “This proposal is not feasible”

when in reality you mean.... “I feel threatened by this proposal”

• Black / Yellow: assessments must be based on information not emotion– Example: You say.. “This proposal takes too much

time”. What you need to share is facts by saying “This proposal would require 60 hours of labor, twice what we have budgeted.”

Problem Solving: Principles of Communication (Part 2)

• Blue: process checks should be performed whenever needed to– Keep type of communication appropriate– Focus on one stage of the problem solving process at a

time– Example: In the evaluation stage someone indicates that

they don’t like a particular solution because of some new decision criteria they want to have considered. The process should be refocused by saying, “We have agreed on the decision criteria and I don’t see how what you suggest was among that criteria. We need to move forward.”

Reflection Point

• Can you name 5 reasons why having excellent problem solving techniques would be important for…– Working as an employee– Running a business– Owning a business– Enjoying your life

Problem Solving and Business Planning

Problem Solving Business PlanningDefining the desired state Identify customer desiresAnalyzing the existing situation Analyze the competition and

factors of productionDeveloping alternative solutions Determine strategiesEvaluate and choose alternative solutions

Evaluate profit potential of various strategies and choose best strategy

Develop a plan to implement the chosen solution

Develop business plan

Implement, monitor, and revise Start and grow the business

“Active Research”

• “Active Research” is important to keeping informed about your industry– Identify what you need to know and have it constantly in mind

and seize on every opportunity to acquire information you need

– Actively search out needed information • Problem Solving Approach

– Define what you must know– Identify sources of information– Determine alternative approaches to obtaining information– Choose best method– Do the research– Monitor results