Problem Solving Basics

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Problem Solving Basics
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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)

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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.

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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
  dont)
• Implement
• Includes dealing with contingencies, (often
  chaotically)

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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

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What skills are needed?

• Blooms 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

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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

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Critical Approach

• Assume existing system is desired means to
  achieve desired state
• Focus is on analyzing the existing system to
  determine why it isnt 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

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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?

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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?

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Critical approach diagram
Desired State
What you have to know about
Existing State
X
Focus is on fixing what has changed in the system
in order to return the system to its previous
state
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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
  isnt 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 aint broke, dont
  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

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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?

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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 cant be fixed
• The potholes are too numerous and cant be fixed
  economically

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Creative approach diagram
What you have to know about
Desired State
Existing State
X
Focus is on finding best way to get to the
desired state.
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Critical and creative compared
Creative Approach Attempts to find a new way to
reach the Desired State
X
Desired State
Critical Approach Attempts to locate problem
within existing system and fix it
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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

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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.

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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.

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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

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Six Hats and Types of Communication

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

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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.

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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 dont 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 dont see how what
  you suggest was among that criteria. We need to
  move forward.

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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

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Problem Solving and Business Planning
Problem Solving Business Planning
Defining the desired state Identify customer desires
Analyzing the existing situation Analyze the competition and factors of production
Developing alternative solutions Determine strategies
Evaluate 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
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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