Chapter 16: Problem Solving and Decision Making

Question 1

What is decision-making?

Answer 1

Decision-making is the process of selecting one course of action from among two or more alternatives. Decisions should be evaluated not just by results but also by the process used to make them.

Question 2

What does Problem mean?

Answer 2

A problem is a situation in which what exists does not
match what is desired or, put another way, the discrepancy between the current and the desired state of affairs.

Question 3

What is problem-solving about?

Answer 3

Problem-solving in a total quality setting is not about
putting out fires. It is about continual improvement.

Question 4

What are two effective problem solving methods?

Answer 4

Deming Cycle and Toyota Practical Problem-Solving Process.

Question 5

W. Edward Deming recommended the use of the following tools:

Answer 5

– Cause-and-effect diagrams
– Flowcharts
– Pareto charts
– Run charts
– Histograms
– Control charts
– Scatter diagrams

Question 6

The decision-making process is a logically sequenced
series of activities:

Answer 6

– Identifying or anticipating the problem
– Gathering relevant facts
– Considering alternative solutions
– Choosing the best alternative
– Implementing, monitoring, and adjusting

Question 7

All approaches to decision-making are:

Answer 7

Objective, subjective, or a combination of the
two.

Question 8

What is scientific decision-making?

Answer 8

Making decisions based on data rather than on hunches. Complexity in scientific decision-making means nonproductive, unnecessary work that results when organizations try to improve processes in
a haphazard, nonscientific way.

Question 9

What are the different types of complexity?

Answer 9

errors and defects, breakdowns and delays, inefficiency, and variation.

Question 10

What is a Management Information System(MIS)?

Answer 10

a system used to collect, store, process, and present information.
3 components: Hardware, Software, and People.

Question 11

Factors that inhibit creativity:

Answer 11

– Looking for just one right answer
– Being too logical
– Avoiding ambiguity
– Avoiding risk
– Forgetting how to play
– Fearing rejection
– Saying “I’m not creative.”

Question 12

Three strategies to help creativity:

Answer 12

– Idea vending
– Listening
– Idea attribution