creative thinking & problem solving [march 09]

CREATIVE THINKING & PROBLEM SOLVING CREATIVE THINKING & PROBLEM SOLVING

Muhammad Nazim Bin Abd. RahmanSenior Programme Coordinator

Strategic Management ProgrammeNational Institute of Public Administration

(INTAN)Bukit Kiara

Our Agenda For This Session (1)

1. Definitions Of Creative Thinking 2. Creative Thinking vs. Critical

Thinking3. Tips To Enhance Creative Thinking4. Creative Thinking Tools5. Definitions of Problem 6. Different Types of Problems7. Definition of Problem Solving

Our Agenda For This Session (2)8. Two Basic Problem Solving Steps

[Eureka Steps & Seven Steps]

9. Connection Between Problem Solving & Decision Making

10. Rational vs Intuitive Reasoning

11. Decision Making Tools (SWOT Analysis, McKinsey 7-S, PESTELI, Fishbone / Ishikawa Diagram & Pareto Analysis)

12. Individual vs Group Problem Solving

Our Agenda For This Session (2)

13. Obstacles in Group Problem Solving

14. Some Problem Solving & Decision Making Realities

15. Problem Solving & Decision Making from Islamic Perspective

16. Conclusion17. Q&A18. Suggested Readings

Definition of Creative Thinking

CREATIVE THINKING

= Exploring ideas, generating possibilities, looking for many right answers rather than just one

= To maximize the ability of the brain to think of new ideas

= Looking at problems or situation from fresh perspective that suggested an unfamiliar solution

Creative Thinking vs Critical Thinking

Creative Thinking Critical ThinkingGenerative DivergentPossibility DiffuseSubjective AssociativeRichness or

NoveltyThe answer is

“Yes, and…”

Analytical Convergent Probability Focused Objective Linear Reasoning

The answer is

“Yes, but…”

Tips to Enhance Creative Thinking (1) 1. Find your own

“Creative Period” – a time period where your creativity is at its peak

2. Find a friend who could be your “sounding board”

3. Leave whatever problem you are thinking for a while – Refresh yourselves

Tips to Enhance Creative Thinking (2)

5. Use the Web to help you generate and diverged your ideas – Yahoo it, Google it, Altavista it, Youtube it …

6. Attend talks, seminar, courses regarding ways to enhance your thinking skills

7. Use Creative Thinking Tools

Creative Thinking Tools

Here are examples of the Creative Thinking Tools:

1. Five (5) Classic Creativity Methods [Robert Harris,1998]

2. Reverse Brainstorming

Five Classic Creativity Methods No. 1 - EvolutionEvolution. This is the method of incremental improvement. New ideas stem from other ideas, new solutions from previous ones, the new ones slightly improved over the old ones.

Example, look at the history of the automobile. With each new model, improvements are made. Each new model builds upon the collective creativity of previous models, so that over time, improvements in economy, comfort, and durability take place.

Five Classic Creativity Methods No. 2 - Synthesis

Synthesis. With this method, two or more existing ideas are combined into a third, new idea.

Example, someone noticed that a lot of people like to have some coffee and muffins while surfing the Web. Why not combine these two activities into one? Thus, the “Internet Cafe,” was born.

Five Classic Creativity Methods No. 3 - Revolution

Revolution. Sometimes the best new idea is a totally different idea from its previous one. Example, While an evolutionary improvement philosophy might cause a professor to ask, "How can I make my lectures better and better?" a revolutionary idea might be, "Why not stop lecturing and have the students teach each other, working as teams and publishing articles in the academic journals?"

Five Classic Creativity Methods No. 4 - Reapplication

Reapplication. Look at something old in a new way. Discover how something can be reapplied. The key is to see beyond the previous applications to see what other application is possible.

Example, an old unwanted perfume can be used as ‘pepper spray’ in case of emergency.

Five Classic Creativity Methods No. 5 – Changing Direction

Changing Direction. Many creative breakthroughs occur when attention is shifted from one angle of a problem to another. This is sometimes called creative insight.

Example: “The Case of Senator A Presidential Campaign”

Reverse Brainstorming

Example, If you want to find out ways to save the Planet, you ask the question “How could we shorten the life of our planet?” And the possible answers are:Use aerosol spray as often as you canCut down trees like there is no tomorrowThrow everything inside the river Do not do any sort of treatment to the chemical waste that comes out of our factoryStop all research to produce safer, cleaner, sustainable energy sources Stop all recycle initiatives

In Reverse Brainstorming, Instead of asking “How do I achieve these results?" you ask, How could I possibly achieve the opposite effect?"

What is a Problem?“Problem could be define as:i. A question to be considered, solve or answeredii. A situation, matter or person that presents a

perplexity or difficulty iii. A misgiving, objection or complaint.”

www.thefreedictionary.com

“Problem are what people have when they want something and don’t know how to get it.”

Tudor Rickards in “Creativity and Problem Solving at Work”

Different Types of Problems (1)

Different Types of Problems (2)

Explanation of Different Types of Problems (1)Routine

In a routine problem, the problem solver knows a solution method and only needs to carry it out. Example: Training Coordinator searching for a lecturer for his course.

Non Routine

In a non-routine problem, the problem solver does not initially know a method for solving the problem. Example: "Water lilies double in area every twenty-four hours. At the beginning of the summer, there is one water lily on the lake. It takes sixty days for the lake to be completely covered with water lilies. On what day is the lake half covered?"

WickedSituation which important problem solving decisions commit those involved to one solutions and excluding other possibilities. Example: Decision to build a multi-storey car park on a piece of land. Anything that involve a ‘no turning back’ decision.

ViciousProblems in which obvious solutions create bigger problems. Example: Any problems involved sensitive issues have the tendency to become vicious problem.

Explanation of Different Types of Problems (2)

ComplexProblem which involved many variables, many constraints and many parties involved. Example: The problem of ‘Today there are too many illegal and also legal immigrants in Malaysia.’

Moral Dilemma

A situation in which one ought to do A, and one ought to do B, but one cannot do both A and B. Example: One ought to help save his family, but in order to save his family, one must tell a lie but telling a lie is morally unacceptable.

UnfamiliarProblem which you have not had the chance to face. Example: Trying to lead a team in a negotiation with supplier for the first time.

UrgentA problem that needs a decision or a solution right now. Example: How to stop a man from bleeding fro a gunshot wound.

Explanation of Different Types of Problems (3)

CriticalLife and Death Situation. Example if a patient are not being given a blood transfusion in the next 5 minutes his heart will stop beating.

PersistentProblems which keeps on coming. Example: The loud banging noise cause by the piling machines in the construction site next to your office from 9am to 6 pm everyday.

Interpersonal

Problem between 2 or more human beings which effected their lives. Example: The store officer does not process your material request form as soon as possible due to you have not paid back $100 that you have borrowed from him 6 months ago.

Management

Problems that arise in the field of management. Example: How should a HR officer distribute 3 new workers in a factory where 7 Department is short of 24 workers.

Definition of Problem Solving

Problem Solving is a process whereby the problem solver seeks to devise a method for transforming a problem from its current state into a desired state when a solution is not immediately obvious to the problem solver.

Two Basic Problem Solving Steps

Two Basic Problem Solving Steps

Eureka StepsTo Problem Solving

Seven Steps To Problem Solving

Eureka Steps to Problem Solving

1. Preparation: gathering of information and preliminary attempts at a solution.

2. Incubation: putting the problem aside to work on other activities or to sleep.

3. Illumination: appearance of the key to the solution (often referred to as the “Aha!” or “Eureka!” experience).

4. Verification: checking the solution to make sure that it is valid.

Seven Steps Approach to Problem Solving 1. Define and Identify the

Problem 2. Analyze the Problem 3. Identifying Possible

Solutions 4. Evaluating Possible

Solutions 5. Selecting the Best

Solutions 6. Implement the Solution 7. Evaluate the Solution

Explanation of the Seven Steps (1)

Define and identify the problem

Once you are aware that a problem exist, you must define exactly what is the actual problem all about (What are the situation you face now and what are the situation you hope to be in?) Write the problem down to make it clearer.

Analyze the problem

Find out the 5W + 1H of the problem. List all the symptoms and root causes. Clarify the problem. Example: "Cure condition X" might be problematic until we discover for certain whether condition X is an infectious kind of disease, a hereditary condition, a chemical poison, or what.

Identify Possible Solutions

Read, research, think, ask questions, discuss. Look for ideas and solutions. Begin with a period of information gathering and mental stimulation.

Define and identify the problem (1)

You must define exactly what is the actual problem all about. What are the situation you face now and what are the situation you hope to be in?

Analyze the problem(2)

Find out the 5W + 1H of the problem. List all the symptoms and root causes. Clarify the problem. Example: In order to cure condition X, we need to discover whether condition X is an infectious kind of disease, a hereditary condition, a chemical poison, or something else.

Identify Possible Solutions(3)

Read, research, think, ask questions, discuss. Look for ideas and solutions.


Evaluating Possible Solutions(4)

What possible solutions, either individually or in conjunction with each other, will solve this problem? You may want to adopt 2 or 3 separate solution paths at the same time--kind of like the triple antibiotic treatment. You might also want to set up "Plan B," a possible solution approach that can be implemented if your main plan does not work

Selecting the best solution (5)

Select one or more solutions to try. Choose from among those near the top of the list of ranking. However the very top ranked solution is not always the one to get chosen for implementation. Emotional factors, sudden changes, peculiar circumstances, the desire for beneficial side effects not directly related to the solution, and so forth, often shift the logical ranking


Implement the solution(6)

Try out the solution(s). The key concept here is action. Get going and begin the solution. Once you choose a solution path, get to work on it.

Evaluate the solution (7)

Investigate to determine whether the solution(s) worked, and to what extent. Do modifications need to be made? Do other solutions need to be selected and tried? Is a different approach needed? One of the most frequent failures of problem solving is the lack of evaluation of the implemented solution. Too often in the past, once a solution has been chosen and implemented, people have wandered off, assuming that the problem was solved and everything was fine. But the solution may not have worked or not worked completely, or it may have caused other problems in the process.

The Connection between Problem Solving and Decision Making Process

Although the terms "problem-solving" and "decision-making" are sometimes used interchangeably, management literature makes a clear distinction between the two.

Problem-solving is a larger process that starts with the identification of a problem and ends with an evaluation of the effectiveness of the chosen solution.

Decision-making is a subset of the problem-solving process and refers only to the process of identifying alternative solutions and choosing from among them.

Rational Reasoning vs Intuitive Reasoning (According to Chris Blake)

Rational Reasoning Intuitive Reasoning Slow – it takes time for analysis Logical – It uses symbols and logical deductions A conscious process – we are aware of the process Not context specific – can be applied in any situation

Fast – it allows immediate action Emotional – it based on our emotional preference Based on experience – it captures the sum of past experiences Self evident – you are not aware of the process of deciding Context specific – Intuitions from one sphere may not translate to another

Problem Solving & Decision Making Tools

Some of the tools used are:

i. SWOT Analysis

ii. McKinsey 7-S

iii.PESTELI

iv.Ishikawa / Fishbone / Cause & Effects Diagram

v. Pareto Analysis

P. Solving & D. Making Tools: SWOT

A decision (for example, investment in a new production plant) could be considered not only in financial terms but also to apply other techniques of decision making to look at wider issues:

A SWOT analysis might be part of this:StrengthsWeaknessesOpportunitiesThreats

P. Solving & D. Making : McKinsey Seven-S

Might also need to consider the internal elements that might influence the decision making process which can be summarised as:Shared valuesSystemsStaffStructureStyleStrategySkills

P. Solving & D. Making : PESTELI

Might also need to consider factor in other external issues that might influence the decision making process which can be summarised as: Political factors Economic factors Social factors Technological factors Ecological factors Legal factors International factors

Political could be in its widest sense, e.g. the internal politics of a firm as well as the national and international political effect

P. Solving & D. Making: PESTELI

The decision to site a series of wind turbines in a coastal area or incinerator plant in Broga might be justified on financial grounds but: What is the reaction of the local

community? Does government policy support

such planning developments? Are there social impacts – e.g.

noise pollution, damage to eco-systems, etc?

Such factors may make the difference between success and failure

P. Solving & D. Making : Fishbone / Ishikawa / Cause and Effect Diagram

To Have A Clearer Picture of the Cause and Effect of A Particular Issue

The 7 M’s [Man, Machine, Material, Method, Measurement, Maintenance, Environment]

The 8 P's [Price, Promotion, People, Processes, Place / Plant, Policies, Procedures & Product (or Service)] (recommended for administration and service industry)

The 4 S's [Surroundings, Suppliers, Systems, Skills] (recommended for service industry).

P. Solving & D. Making: Pareto Analysis

A way to separate the major causes of a problem (the vital few) from the minor ones (the trivial many). It is based on the 80/20 rule: The idea that 80% of problems are due to 20% of causes.

Individual vs. Group Problem Solving

If it is up to the individual to solve the problem then it is less difficult…what if we have to solve the problem as a group?

What are some of the obstacles we might encounter?

Obstacles in group problem solving / decision making process

1. Unclear objective – group are not totally sure what they are suppose to achieve.

2. Blurred responsibility – group is unclear about authority of the group. Who are they reporting to? What is the authority and responsibility of the group leader? Who will make the decision?

3. Status – Working in a group will not necessarily iron out perceived differences in authority. People with higher status may be dangerously influential in manipulating ideas and information.


4. Expertise – Appointing people on the basis of their expertise can also prove dangerous. Experts may concentrate on their specialist areas, ignoring areas they know little about

5. Time constraint (both too much and too little)

6. Conflicting Goals – Among members of the group


7. Self censorship – Group members avoid speaking up against the majority for fear of being ridiculed or because they do not want to waste the group’s time.

8. Pressure on dissenters – Those who insists on dissenting are branded as a nuisance or nay-sayers. Their loyalty questioned.

Some Problem Solving & Decision Making Realities

Leaders face multiple and sometimes complex choice processes. Problem Solving & Decision making information may not be available. The way people think affect the way people define problems, identify alternatives, and choose preferred solutions.

Some Problem Solving & Decision Making Realities

Most decision making in organisations goes beyond step-by-step rational choice. Decisions must be made under risk and uncertainty. Decisions must be made under time pressures and information limitations. Decisions that is ethical is usually hardest to make.

Islamic Perspectives

Problem Solving and Decision Making In Islam

The important step in decision making in Islam is quite clear. What ever decision we want to make, must not defer from what is stated in Al-Quran and also in Hadith.

Whatever problem that we want to solve, we are taught to work hard to find the solution ask for help from Allah through doa.

Conclusion

Lastly, let us remind ourselves what Albert Einstein once wrote:

"The significant problems we face cannot be solved at the same level of thinking we were at when we created them."

Questions and Answer

Session …

Suggested Readings

Rickards, Tudor (1990), Creativity and Problem Solving at Work , Gower Publishing Company, Vermont Explain Types of Problems & Problem Solving Steps

Linstone, Horald A (1999), Decision Making for Technology Executive , Artech House, London Expose 8 Usual Perspectives in Decision Making and Its Limitation

Blake, Chris (2008), The Art of Decisions, Prentice Hall, London The Easy to Understand, Basics in Decision Making Process

Barker, Alan (1996), How to be a Better Decision Maker, Kogan Page Limited, London Explain Styles of Decision Making

www.mindtools.com

Russo, Edward J. & Schoemaker, Paul J. (2002) Winning Decision, Doubleday, New York Basic Decision Making Tips

Thank you and may all of us be able to solve any

problem that comes our way creatively and smoothly

Thank you and may all of us be able to solve any

problem that comes our way creatively and smoothly

Muhammad Nazim Bin Abd. RahmanStrategic Management Programme

National Institute of Public Administration (INTAN)[email protected]

Tel: 03-2084 7378

Version: March 2009

creative thinking & problem solving [march 09]

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