Creative Problem Solving

Problems Are

Opportunities In Disguise

Agenda

• Open Problem Solving• 6- Steps to Creative Problem Solving• Cause Analysis & the Five Why’s

Problems? What Problems?

• Denial is not an option– If you don’t find a solution, someone else will

Minor Irritations Can Lead To Major Headaches

• When deciding whether or not to take action, consider– What is the immediate impact of not acting?– What are the possible long term consequences if you do nothing?– Do the advantages of waiting outweigh the disadvantages of taking

immediate action?– Even if you do take action, will it solve the problem?– Is removing the irritant something that requires support from outside your

department?– Is it your problem to resolve, or is it someone else’s responsibility?

Open Problem Solving

• Purpose:– To enhance Supervisory - employee relationships by promoting an

atmosphere of

• Learning

• Mutual respect,

• Accountability, and

• Trust

Open Problem Solving

• Responsibilities: – All employees, at whatever level, should feel free to raise issues or

concerns with supervisors without fear of retaliation.

– Everyone involved has certain responsibilities to ensure the success of this process.

Open Problem Solving

• As an employee, I am expected to:– Demonstrate respect for my supervisor;

– Communicate with courage, accuracy and integrity;

– Focus on the issue, not the person;

– Listen with an open mind to the other’s perspective;

– Take the initiative to make things better…

Open Problem Solving

• As a supervisor, I am expected to:– Demonstrate respect for employees;– Communicate with courage, accuracy, and integrity;– Focus on the issue, not the person;– Listen with an open mind to others perspective;– Give thoughtful consideration to issue or concerns;– Investigate where appropriate

Open Problem Solving

• As a supervisor, I am expected to:– Respond and explain the determination thoroughly to employees;

– Take the initiative to make thing better;

– Lead by example...

Tips For Open Problem Solving• Identify The Problem:

– Make sure all concerned parties are in agreement about what the problem is

• One approach: I know what the problem is, the Manager doesn’t care.

• Better approach: Mistakes always seem to happen on Saturdays when more new hires are working. Maybe they weren’t properly trained.

Tips For Open Problem Solving• Determine The Causes:

– Explore what might be creating blocks to achieving the desired results.)

• One approach: I’d really like to know why Mary never makes deadlines.

• Better approach: Let’s try to find out where the delays are in the process that might cause us to miss the deadlines.

Tips For Open Problem Solving• Take Initiative To Make Your Concerns Known:

– Making things better has to start with you.

• One approach: Let’s talk now !

• Better approach: We need to talk. When would be a good time for us to get together?

Tips For Open Problem Solving• Focus on the situation, not the person:

– Avoid finger pointing and negative personal comments.

• One approach: How can I possibly do all this work? Do you think I’m superman ? Jack doesn’t do this much, let him do it!

• Better approach: I need to understand what the priorities are. Let’s talk about them.

Tips For Open Problem Solving• Maintain Other’s Self-Esteem:

– Demonstrate respect for each other

• One approach: You really screwed up. Here’s another complaint.

• Better approach: What ideas do you have to help eliminate complaints, and what can I do to help?

Tips For Open Problem Solving• Generate Solutions:

– Jointly create ideas about how the problem can be solved, and everyone can win.

• One approach: I don’t care how you fix it, just do it.

• Better approach: Let’s brainstorm some options we all can live with.

Tips For Open Problem Solving• Establish a follow-up plan:

– Choose the best option and assign responsibility for implementation.

• One approach: You are the only one who blew it, so you call the customer and the Manager.

• Better approach: We agree then, to avoid repeat complaints you will follow through with the customer today, and I will contact the Manager tomorrow.

6 Steps to Creative Problem Solving

1. Define the problem

2. Analyze the cause

3. Brainstorm possible solutions

4. Evaluate short and long term results

5. Take Action

6. Evaluate the results

Group Problem Solving

• Group Problem Solving gets everyone involved in the entire process– Problem Solving by committee– Use Open Problem Solving techniques

• This is a good way to solve problems that involve the entire group• This is not a good way to solve personnel or behavioral problems

– Imagine having your performance discussed in committee!

1. Define The Problem: 3 Questions

1. What is the ideal situation?

2. What is the current situation?

3. What is the difference between the ideal situation and the current situation?

– Suspend judgments – at this point we are just trying to define the problem, not solve it.

– Be aware of naturally occurring biases – yours and other’s – everybody has their own agenda.

– Make sure the questions asked are not “loaded”. “Do you still beat your wife?”

2. Analyze the Cause

• Identify specific facts or factors• Remember to look for solvable causes

“Cause Analysis” Approach

• These are the classic questions for Cause Analysis

– Who?– What? – When?– Where?– How?– Why?

• Toyota uses the 5-Why method.• Ask why?• Ask why of that answer• Ask why of that answer• Ask why of that answer• Ask why of that answer• By the time you get to the 5th

why, the cause usually comes to light

A “5-Why” Example• Problem: The oil burner breaks down.

– Why?• The oil pump malfunctioned.

– Why?• It was incorrectly wired.

– Why?• The electrician used the wrong gauge wire.

– Why?• He wasn’t fully trained and wasn’t closely supervised.

– Why?• The Maintenance Department is understaffed.

• Where do the solvable causes stop?• Changing the oil pump won’t solve the problem, but there’s not much you can do

about the electrician’s training or the short staff in the Maintenance Department. • The most practical solution is to get the electrician to replace the wiring – using the

correct wire.

Classic Cause Analysis• Start from a sound basis - don’t make to much of a situation at first hearing

– “The restroom problem” may turn out to be a simple scheduling glitch• Principal’s complaint “The restrooms are dirty.”

– Where? – The ones near the auditorium.– Whose area is it? – Phil’s– When does he clean them? 4:00 p.m.– What’s been happening after 4:00? The drama dept has been using them.– Why? They’ve been having late rehearsals for the winter play.– When is rehearsal over? 9:00 p.m.– When is the play? Dec. 18th

• Solution: until Dec. 19th, Phil will have to wait until 9:00 p.m. to clean those restrooms.

Cause Analysis

• Be careful, there may be more than one cause…– Root cause – the one that directly caused the problem

– Contributory causes – contribute to the problem, but do not directly cause it

3. Brainstorm Possible Solutions• Follow the rules:

– We are, at this point, just generating ideas

– We want as many as possible

– All ideas are written down for later analysis

• There are no bad ideas – no scoffing allowed

– You, the manager, control the activity

• Brainstorming can be an individual activity

4. Evaluate Short And Long Term Results

• Look at the list from the brainstorming session.– Some suggestions can be quickly eliminated

• Think of the consequences of each proposed solution – short term and long term

– Avoid snap decisions and quick fixes – Don’t fixate on one solution before looking at other possibilities

• Just because it’s your idea doesn’t mean it’s the best idea– At all times maintain an open mind and be willing to consider new problems and new ideas.– Be aware of biases – yours and other’s – Don't misinterpret honest disagreement for dislike. When someone disagrees with you, don't

take it as a personal attack.

5. Take Action

• Implement the agreed-upon solution

6. Evaluate the Results

• Did it solve the problem?• If not, revisit the list or generate a new list of possible

solutions• Take action on the new proposal• Evaluate the results• Repeat the process until the problem is solved to

everyone’s satisfaction

Cause Analysis– Problem: entryways are suddenly muddy on Thursday mornings.

The third shift is cleaning them, and the floor crew is doing its job, why are they suddenly muddy at 8:00 am when the chief administrator gets here?

• Turns out there is a new grounds maintenance. contractor, who comes at 4:00 am. On Thurs. The early day shift takes the same shortcut across the lawn from the parking lot, as they’ve been doing for years, but now its wet at 6:00 a.m. when they arrive – so they track in mud.

Cause Analysis

• Be specific when collecting information about the deviation– If too much generalization is going on (“The floors are always muddy”)

put the word “exactly” in the questions

• When, exactly, are the floors muddy?

• Where, exactly, are the floors muddy?

Cause Analysis• Possible solutions

– Get the grounds contractor to come in later– Fire everyone who takes the shortcut– Clean the floors after the early shift comes in– Buy new, larger walk-off mats– Pour a sidewalk where the lawn shows the shortcut path– Have the early shift use a different entrance that doesn’t take them across the

lawn– Install decorative fencing to keep people off the grass

Cause Analysis• The multi-part solution

– Have the early shift use an alternate entrance• Turns out it is closer to their work area for most of them. • Security changed its route, and opens the door an hour earlier

– And they poured a sidewalk• It was a natural shortcut that visitors, and every one else also used.

The lawn never grew because of the foot traffic, and rainy days also created muddy floors.

– And they put in new walk off mats• Because they make sense at any facility’s main entrance

Cause Analysis

• Find the real cause– “When you have eliminated the impossible, whatever remains, however

improbable, must be the truth.”

- Sherlock Holmes

• Don’t be afraid to think “outside the box”

Creative Problem SolvingAre there any Questions?

Quiz1. (T / F) Ideas should be evaluated as they are generated when

brainstorming to eliminate the obviously unworkable ones, in order to keep the list manageable.

2. (T / F) Group problem solving and decision making is the best way to solve all problems, because everyone is involved.

3. (T / F) Open Problem Solving is more of an attitude rather than a technique.

4. (T / F) Taking no action may sometimes be the best course of action.5. (T / F) A cause analysis seeks to establish who is at fault.

Quiz

6. (T / F) Choosing the first solution that comes to mind is usually a good choice – trust your instincts and experience.

7. (T / F) “Sleeping on it” may be a valid part of the problem solving process.

8. The three questions to ask in order to define the problem are: ? ? and ?

Quiz

9. The six steps in the Creative Problem Solving process are:

1. __________________

2. __________________

3. __________________

4. __________________

5. __________________

6. __________________

Quiz

10. What are the 6 questions to ask when performing a Classic Cause Analysis?

1. ____

2. ____

3. ____

4. ____

5. ____

6. ____

Answers1. (F) Ideas should be evaluated as they are generated when brainstorming

to eliminate the obviously unworkable ones, in order to keep the list manageable.

2. (F) Group problem solving and decision making is the best way to solve all problems, because everyone is involved.

3. (T) Open Problem Solving is more of an attitude rather than a technique.4. (T) Taking no action may sometimes be the best course of action.5. (F) A cause analysis seeks to establish who is at fault.

Answers

6. (F) Choosing the first solution that comes to mind is usually a good choice – trust your instincts and experience.

7. (T) “Sleeping on it” may be a valid part of the problem solving process.

8. The three questions to ask in order to define the problem are: What is the ideal situation? What is the current situation? and What is the difference between the ideal and current situations?

Answers

9. The six steps in the Creative Problem Solving process are:

1. Identify the problem

2. Analyze the cause

3. Brainstorm possible solutions

4. Evaluate short and long term results

5. Take action

6. Evaluate the results

Answers

10. What are the 6 questions to ask when performing a Classic Cause Analysis?

1. Who?

2. What?

3. When?

4. Where?

5. How?

6. Why?

Creative Problem Solving

Thank you for your participation

References

• Gerard M. Blair (www.ee.ed.ac.uk/~gerard/Management/index.html)• Barbara J. O'Keefe, “Teamworks Project”, University of Illinois

Champagne-Urbana; www.vta.spcomm.uiuc.edu/index.html• George Fuller, The First-Time Supervisor’s Survival Guide. Paramus, New

Jersey: Prentice Hall, 1995.• John and Shirley Payne, Management Basics. Holbrook Massachusetts:

Adams Media Corporation, 1998.• David Baron, Moses On Management. New York: Pocket Books (Simon &

Schuster), 1999.• Arthur R. Pell, Ph.D., The Complete Idiot’s Guide To Managing People.

New York: Alpha Books, 1999.• Roger E. Allen, Winnie-The-Pooh On Management. New York: Penguin

Books Ltd., 1994.