Chapter 8 - Problem Solving Flashcards
a continuous, conscious process that seeks to reduce or correct the difference between the actual and desired conditions.
Problem Solving
is one step in the larger process of the thinking and deduction process that attempts to identify obstacles obstructing the accomplishment of goals.
Decision making
Problem Solving at Every Level
EXECUTIVE LEVEL - Executive level leadership solves problems at the policy level
MANAGER LEVEL - Mid-level management performs problem solving during policy implementation
SUPERVISOR LEVEL - Entry-level management solves problems at the procedural level
How to Recognize and Define a Problem
Control reports help the manager monitor these gaps. Problems should be specifically defined and appropriately eliminated ASAP. The help manager define the problem, consider the following example:
INSTEAD OF: “there are unbalanced statewide distribution services,”
DEFINE THE PROBLEM AS: “service waiting lists range from ‘no wait’ up to a 6 month wait,” or, “some customers must travel in excess of 95 miles to get services.”
Managers’ Guidelines - Basic guidelines to help managers learn and retain problem-solving skills include:
- understanding the working rules of problem solving
- knowing and remembering basic management laws
- following fundamental steps of the problem-solving process
Problem Solving Personalities and Styles
SENSING - those who use the step-by-step approach to solve problems; they are patient with details and work steadily toward resolution.
INTUITIVE - those who are more energetic; they have little patience with details but are patient with difficult situations and complexities.
Appreciation Technique
a simple and useful technique for extracting good, and maximum, information from dry facts. This technique is used by military planners.
Begin with a statement of fact. Then ask the question, “So what?” Keep asking that question until all implications of the fact have been revealed.
Root Cause: The 5 whys
Enables managers to determine the root cause of a problem quickly by repeatedly asking why (typically 5 times), you drill down to the root cause of the problem. The benefit of this strategy is that it identifies relationships between different root causes of a problem and provides options for addressing them.
Drill Down Technique
allows user to break down complex problem into progressively smaller parts. makes problems more manageable and shows areas where more information is needed in order to come to a reasonable solution. The process resembles a simplified mind map, or a decision tree, which helps link information assumed to be unrelated. Example: State the problem and then list the contributing factors. Next to that drill down on the contributing factors.
State Problem - State 3 Contributing Factors - State 2 drill downs on each.
Preventative Rules
intended to keep the problem solver on the right track and from getting stuck. Includes rapidly and repetitively reviewing the elements of the problem until a pattern emerges that applies to all the elements. Suspend judgment, don’t jump to conclusions.
Remedial Rules
intended to help problem solvers “get free” when they do get stuck. Include producing a second solution after the first one and critically evaluating your own ideas. Others’ idea should be evaluated constructively, not judgmentally.
4 fundamental steps to follow in problem solving
1) Understand the problem
- ASK: Is a solution possible? Can I verbalize what i need to do?
2) Make a plan
- ASK: Have I seen this before? Can I solve any part of the problem?
3) Execute the plan
- Carry out the plan and check each step to make sure it makes sense as it progresses.
4) Review the work and Test the solution
- ASK: Is the result what I expected? Can I get this same result in another, simpler way? Can this result be used for some other problem?
Heuristic Problem Solving
a guide, or a learn-as-you-go strategy, and a technique for discovery. It involves choice, assumption, knowledge, and a high degree of creativity.
4 Types of Trial-and-Error Methods
1) Solution Oriented methods do not attempt to determine why a certain option works but only that it provides and effective end solution.
2) Problem-specific methods to not attempt to apply a solution to other problems (one problem - one solution).
3) Nonoptimal methods attempt to find one solution that will resolve several or multiple problems (one size fits all).
4) Needs-little-knowledge methods are more random and proceed where there is little foundational knowledge or information available about the subject or issue.
Brainstorming
a creative thinking process with the intent of coming to a feasible solution. It is an organized approach for letting the mind think freely and uninterrupted.
It is particularly useful when needed to break free of established, stale thinking patters.
Brainstorming process includes:
- finding facts
- generating ideas
- finding solutions
Brainstorming Ground Rules
Focus on quantity to obtain quality
Suspend judgment
- Think throwing spaghetti at wall
- Targeted criticism not tolerated
- supportive environment
Use constructive criticism to prevent groupthink
- ask constructive questions about ideas to further define them and generate more thoughts on the topic
Dare to be creative
- encourage the setting aside of assumptions
Suggest combining good ideas
Steps for conducting a brainstorming session
Establish the Topic
Generate Ideas
Select Solution
Brainstorming: The Delphi Technique
a problem-solving approach used to gain information and elicit participant opinions regarding an issue at hand. It is assumed that group participants are representative of the general population interested in the issue.
Not necessary to meet physically but linking the coordinator with each participant is essential.
Designed to make the most of participants’ creativity and the facilitation effects of group interaction.
This process requires a coordinator, who is responsible for:
- Organizing and responding to information requests
- Organizing information received
- Communicating with the participants
The Delphi Technique Process
Identify the issue and solicit ideas
- Prepare questionnaire
- solicit individual feedback with ideas for problem resolution
Respond to first questionnaire & prepare second version
- Consolidate responses from first questionnaire
- Focus on refining of ideas
Respond to second questionnaire & prepare third version
- Summarize input from second questionnaire
- Focus on ranking or finalizing new ideas/resolution
Identify problem resolution or continue process until an appropriate solution is identified.
Reverse Brainstorming Technique
Clearly identify the problem or challenge and write it down.
Reverse the problem or challenge by asking a “reverse question”; instead of asking “How do I solve this problem?” ask, “How could I possibly cause the problem?”
Brainstorm the reverse problem to generate reverse solution ideas; no ideas should be rejected.
Reverse the ideas intended to solve the “reverse problem” so the solution ideas reflect those for the original problem or challenge.
Evaluate the ideas for a potential solution of for the attributes of a potential solution.
