2. MGT 561 Creative Problem Solving Osborn-Parnes Creative Problem Solving Process 1.Mess-finding 2.Fact-finding 3.Problem-finding 4.Idea-Finding 5.Solution-finding 6.Acceptance-finding 7.Follow-up (my addition)

3. MGT 561 Creative Problem Solving Mess-Finding Morale Defects Turnover

4. MGT 561 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

5. MGT 561 Creative Problem Solving Mess-Finding Reactive Approach: Observing unexpected change in a metric (e.g. drop in sales, increase in rework). Proactive Approach: Managers seek messes—never stop looking for ways to improve the business. Evans, 1990

6. MGT 561 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 on-time deliveries. Evans, 1990

7. MGT 561 Creative Problem Solving Mess-Finding Tools Control Charts Indication of possible mess

8. MGT 561 Creative Problem Solving Another Mess-Finding Tool Gap Analysis What SHOULD be What ACTUALLY is Gap

9. MGT 561 Creative Problem Solving Fact-Finding Measures of Effectiveness Obstacles Existing Models Organization’s Goals Basic Issues

10. MGT 561 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

11. MGT 561 Creative Problem Solving Fact-Finding VanGundy’s Questions for Diagnosing a Mess 1.What do you know about the situation? 2.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?

12. MGT 561 Creative Problem Solving Fact-Finding Kepner & Tregoe’s Questions for Diagnosing a Mess 1.What is the deviation (versus what it is not)? 2.When did the deviation occur (versus when it did not occur)? 3.Where did the deviation occur (versus where it did not occur)? 4.To what extent did the deviation occur (versus to what extent it did not occur? 5.Who is associated with the deviation (versus who is not associated with it)?

13. MGT 561 Creative Problem Solving Fact-Finding Some Helpful Tools Flow Charts Check Sheets Split Wrong Color Too Long

14. MGT 561 Creative Problem Solving Problem-Finding Mess Problem

15. MGT 561 Creative Problem Solving Problem-Finding The development of a problem statement for the real problem. Encompasses: Conditions Symptoms Causes Triggering events

16. MGT 561 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.

17. MGT 561 Creative Problem Solving Problem-Finding Example of Type III error: Problem identification: Nurses do not smile at patients. Real problem: Nurses have wrong attitudes about patients.

18. MGT 561 Creative Problem Solving Problem-Finding Some Helpful Tools Pareto Charts Devil’s Advocacy Five “Whys?” Root Cause Analysis

19. MGT 561 Creative Problem Solving Idea-Finding

20. MGT 561 Creative Problem Solving Idea-Finding Purpose: To generate alternative ideas for solutions to the problem. The more ideas the better. Creativity is important.

21. MGT 561 Creative Problem Solving Idea-Finding Some Helpful Tools Brainstorming Cause-and-Effect Diagrams

22. MGT 561 Creative Problem Solving Idea-Finding More Helpful Tools “What if?” questions Change the wording of the problem statement. Representing the problem in a different form.

23. MGT 561 Creative Problem Solving Solution-Finding Time Cost Acceptance Practicality Performance NPV ROI

24. MGT 561 Creative Problem Solving Solution-Finding Purpose: To select the best solution from the alternatives identified in the idea- finding stage. Criteria for “best.”

25. MGT 561 Creative Problem Solving Acceptance-Finding Resources Obstacles Policies “We’ve always done it this way” “That will never work here” Plan Risk Power Trust

26. MGT 561 Creative Problem Solving Acceptance-Finding Purpose: To develop a plan of action to implement the solution. The solution must be sold to the client.

27. MGT 561 Creative Problem Solving Acceptance-Finding Some Helpful Tools PERT Charts Gantt Charts