1. Problem Solving Basics

2. 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)

3. 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.

4. 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)

5. 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

6. 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

7. 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

8. 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

9. Class Exercise: Critical Approach
Assume that the computer you use to check your 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?

10. 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?

11. 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

12. 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

13. Class Exercise
Assume that the computer you use to check your is broken.
Think about how you can check your 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?

14. 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

15. 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.

16. 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”

17. 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
Develop alternative solutions
Use pre-determined criteria

18. 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.

19. 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.

20. 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

21. Six Hats and Types of Communication
WHITE….. neutral information 
RED….. emotion / opinion 
BLACK….. negative assessment 
YELLOW…. positive assessment 
GREEN….. possibilities 
BLUE….. process focus

22. 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.”

23. 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.”

24. 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

25. Problem Solving and 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

26. “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