1. Osborn-Parnes Creative Problem Solving Process
Mess-finding
Fact-finding
Problem-finding
Idea-Finding
Solution-finding
Acceptance-finding
Follow-up (my addition)
MGT 575 Creative Problem Solving

2. MGT 575 Creative Problem Solving
Mess-Finding
Absenteeism
Morale
Turnover
MGT 575 Creative Problem Solving

3. MGT 575 Creative Problem Solving
Mess-Finding
A mess is a system of problems whose interactions are complicated and not clearly understood.
Taken as a system, problems do not exist in isolation; each affects the fate of the mess of which they are a part.
Evans, 1990
MGT 575 Creative Problem Solving

4. MGT 575 Creative Problem Solving
Mess-Finding
Reactive Approach: Observing unexpected change in a metric (e.g. increase in student tardiness, decrease in student performance).
Proactive Approach: Administrators seek messes—never stop looking for ways to improve the operation.
Evans, 1990
MGT 575 Creative Problem Solving

5. MGT 575 Creative Problem Solving
Mess-Finding
A critical aspect of mess-finding is identifying a measure of effectiveness (MOE). MOEs are used to find out how well an existing system works and what it is worth. Change in an MOE can show that a mess exists.
Example: percentage of tardies.
Evans, 1990
MGT 575 Creative Problem Solving

6. Indication of possible
Mess-Finding Tools
Control Charts
Indication of possible
mess
MGT 575 Creative Problem Solving

7. Another Mess-Finding Tool
Gap Analysis
What SHOULD be
What ACTUALLY is
Gap
MGT 575 Creative Problem Solving

8. MGT 575 Creative Problem Solving
Symptoms: Inconsistencies between how the system is expected to perform and how it is actually performing. The inconsistency is referred to as a Gap.
Something’s gone wrong
Raised expectations
Gap
Gap
Double whammy
It never did work right
Gap
Gap
MGT 575 Creative Problem Solving

9. MGT 575 Creative Problem Solving
Fact-Finding
Measures of Effectiveness
Organization’s Goals
Basic Issues
Existing Models
Obstacles
MGT 575 Creative Problem Solving

10. MGT 575 Creative Problem Solving
Fact-Finding
The purpose of fact-finding is to gather as much information as possible to increase understanding about the mess.
Fact-finding helps avoid premature evaluation of the specific problems entwined in the mess.
Focus is on mess – not solutions at this stage.
Evans, 1990
MGT 575 Creative Problem Solving

11. VanGundy’s Questions for
Fact-Finding
VanGundy’s Questions for
Diagnosing a Mess
What do you know about the situation?
What would be better if you resolved this situation? What would
be worse?
3. What is the major obstacle facing you in dealing with this situation?
4. What parts of the situation are related?
5. When is the situation likely to get worse? Get better?
MGT 575 Creative Problem Solving

12. Kepner & Tregoe’s Questions for
Fact-Finding
Kepner & Tregoe’s Questions for
Diagnosing a Mess
What is the deviation (versus what it is not)?
When did the deviation occur (versus when it did not occur)?
Where did the deviation occur (versus where it did not occur)?
To what extent did the deviation occur (versus to what extent it
did not occur)?
Who is associated with the deviation (versus who is not associated
with it)?
MGT 575 Creative Problem Solving

13. Fact-Finding Some Helpful Tools
Flow Charts
Check Sheets
Driver problem
Bus problem
Student problem
MGT 575 Creative Problem Solving

14. MGT 575 Creative Problem Solving
Problem-Finding
Mess
Problem
MGT 575 Creative Problem Solving

15. MGT 575 Creative Problem Solving
Problem-Finding
The development of a problem statement for the real problem.
Encompasses:
Conditions
Symptoms
Causes
Triggering events
MGT 575 Creative Problem Solving

16. MGT 575 Creative Problem Solving
Problem-Finding
Types of errors:
Type I: Solving a problem that doesn’t exist.
Type II: Failing to recognize that a problem exists and therefore not solving it.
Type III: Solving the wrong problem.
MGT 575 Creative Problem Solving

17. MGT 575 Creative Problem Solving
Problem-Finding
Example of Type III error:
Problem identification: Teachers do not smile at students.
Real problem: Teachers have wrong attitudes about students.
MGT 575 Creative Problem Solving

18. Problem-Finding Some Helpful Tools
Pareto Charts
Devil’s Advocacy
Five “Whys?”
Root Cause Analysis
MGT 575 Creative Problem Solving

19. MGT 575 Creative Problem Solving
Idea-Finding
MGT 575 Creative Problem Solving

20. MGT 575 Creative Problem Solving
Idea-Finding
Purpose: To generate alternative ideas for solutions to the problem.
The more ideas the better.
Creativity is important.
MGT 575 Creative Problem Solving

21. Idea-Finding Some Helpful Tools
Brainstorming
Cause-and-Effect Diagrams
MGT 575 Creative Problem Solving

22. Idea-Finding More Helpful Tools
“What if?” questions
Change the wording of the problem statement.
Representing the problem in a different form.
MGT 575 Creative Problem Solving

23. MGT 575 Creative Problem Solving
Solution-Finding
Acceptance
Practicality
Cost
Performance
Time
ROI
NPV
MGT 575 Creative Problem Solving

24. MGT 575 Creative Problem Solving
Solution-Finding
Purpose: To select the best solution from the alternatives identified in the idea-finding stage.
Criteria for “best.”
MGT 575 Creative Problem Solving

25. MGT 575 Creative Problem Solving
Acceptance-Finding
Policies
“If it ain’t broke, don’t fix it!”
Obstacles
Trust
“We’ve always done
it this way”
“That will never
work here”
Resources
Power
Risk
Plan
MGT 575 Creative Problem Solving

26. MGT 575 Creative Problem Solving
Acceptance-Finding
Purpose: To develop a plan of action to implement the solution.
The solution must be sold to the constituents.
MGT 575 Creative Problem Solving

27. Acceptance-Finding Some Helpful Tools
PERT Charts
Gantt Charts
MGT 575 Creative Problem Solving