© 1997 GDSS, Inc. How Humans Really Solve Complex Problems Time

© 1997 GDSS, Inc. Problem solving is Opportunity-Driven Early attempts at solutions Experiments Prototypes Hunches Late efforts to understand the real problem How Humans Really Solve Complex Problems

© 1997 GDSS, Inc. “Wicked Problems” n You don’t understand the problem ‘til you have a solution n Many stakeholders n Changing constraints –$$, time, players n Run out of resources

© 1997 GDSS, Inc. Study: How Humans Really Work

© 1997 GDSS, Inc. The Great Mystery n Everyone knows that the linear approach doesn’t work on most problems n We all sense that there is a way out … something better than “work harder” n Yet … we don’t directly address the organizational pain & frustration n Why?

© 1997 GDSS, Inc. The End of the Age of Science Individual Facts The Right Answer GAFI* Social Meaning (stories) Meetings! Ownership & understanding * G ather, A nalyze, F ormulate, I mplement You Are Here

© 1997 GDSS, Inc. Skills for the Age of Design n Communication –Listening –Making a compelling case, story telling –Collaboration & teamwork n Ability to bring coherence to chaos n Creativity n Facilitating wicked problem solving sessions (meetings!)

© 1997 GDSS, Inc. Tools for the Age of Design n Shared space to create/nurture shared understanding n A “grammar”/structure to penetrate the fog of complexity, e.g. Visual Issue Mapping System (VIMS)

© 1997 GDSS, Inc. V isual I ssue M apping S ystem n A simple, elegant grammar for problem solving & decision making n Extremely powerful – exposes the structure of any wicked problem n Based on the Issue-Based Information System (IBIS) concept (1972)

© 1997 GDSS, Inc. V isual I ssue M apping S ystem n Questions n Ideas n Pros n Cons State a problem or issue Offer a possible solution Support an Idea Object to an Idea

© 1997 GDSS, Inc. V isual I ssue M apping S ystem What should we do about the tracking system? Build a new one Buy one Which one to buy? Get what we want + External support + Takes longer -

© 1997 GDSS, Inc. QuestMap™ n Supports VIMS plus Notes, References … n Fast interface, easy to learn n No limit to size or number of maps n Prints maps and outlines n Windows, Win95, Win98, NT

© 1997 GDSS, Inc. Case Studies n Electric Utility: Environmental policy planning & compliance n Military: Organizational design n Telecommunications company: Requirements analysis, modeling n Trade association: Strategic planning

© 1997 GDSS, Inc. Tips for Wicked Problems n Create a VIMS map n Acknowledge each comment by capturing it (build trust) n Validate the map with the group n Structure into chunks by topic n Bring others up to speed by sharing the map with them

© 1997 GDSS, Inc. More Tips for Wicked Problems Pay attention to the kinds of questions that are hidden in the discussion: n Deontic“What should we do?” n Instrumental“How should we do it?” n Meaning“What does … mean?” n Criterial“What are the criteria?” n Factual“What is the case re. …?”

© 1997 GDSS, Inc. Summary n We are trying to solve wicked problems with tame problem tools n Meetings are an occasion for learning: –Learning about collaboration –Learning tools for wicked problems

© 1997 GDSS, Inc. Next Steps n Start using VIMS informally –Private notes, family decisions –Group meetings, planning sessions n Take the 2-day VIMS course –Facilitation skills are for everyone! n Buy QuestMap ($89 single user) n Investigate Web-based collaboration tools (

© 1997 GDSS, Inc.