solving….. i got 99 problems...problem solving defined problem solving defined: “the act of...
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Solving….. I got 99 Problems
2020 North Carolina Parks and Recreation DirectorsAnnual Conference
Chris Nunes, CPREDirector of Parks and RecreationThe Woodlands Township (Texas)
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Background Information
What are some typical
problems faced in the parks
and recreation profession?
What are some typical
problems you are facing?
https://salisburync.gov/Government/Parks-and-Recreation
“You cant solve problems with the same
thinking that created them”- Einstein
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Background Information
• Lack of resources (space,
time, money, staff)
• Outreach to communities
(disabled, new cultures)
• Politics/Special Interest
Groups
• Innovation
• Other???https://www.wcu.edu/learn/programs/parks-recreation-management-bs/index.aspx
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Background Information
https://www.slideshare.net/oeconsulting/8d-problem-solving-by-operational-excellence-consulting?qid=72058fc2-76cb-4649-80fc-22011e694fbc&v=&b=&from_search=24
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Background Information
Does your agency have
a philosophy/approach
to problem solving?
https://www.cityofshelby.com/departments/parks-and-
recreation/recreation-centers-facilities/aquatics-center
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Session Objectives
• Understand the principles and
key concepts of problem
solving and they relate to
parks and recreation
• Understand the roles and
relationships of the problem-
solving team
• Define critical success factors
for effective problem solvinghttp://townofkenly.com/government/departments/parks-and-recreation/
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Background Information
Individually/Organizationally
why do we have challenges
with problem solving??
https://raleighnc.gov/services/parks
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Background Information
Individual Challenges • Tried it before• Problem is too large• That is always the way it
has been done• Will cause conflict • Will cause change • Other??
https://www.townofzebulon.org/services/parks-and-recreation
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Background Information
Organizational Challenges • Quick fix vs long term
• Political fix vs “right” fix
• Kick the can mentality
• Timing (election, budget,
staffing)
• Other?
https://www.spring-lake.org/recreation-and-parks-department/
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Problem Solving Defined
Problem Solving defined:
“The act of defining a problem;
determining the cause of the
problem; identifying, prioritizing,
and selecting alternatives for a
solution; and implementing a
solution”
2020 American Society for Quality
http://fliphtml5.com/jvtyj/qwrn
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Problem Solving Defined
Problem Solving is a :
• Complex intellectual
function
• Cognitive process
• Creative process
• Need to take self out of
solution
https://www.thomasville-nc.gov/government/departments/parks-and-recreation-1
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Problem Solving Defined
Barriers to Problem Solving
• Knowledge / skills
• Emotions/expectation
• Rigid thinking (one way)
• Lack of understanding
landscape
https://www.knightdalenc.gov/departments/parks-and-recreation
Ever a time when you have been too involved with a problem?
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Problem Solving Defined
Benefits of Problem Solving
• Relevant services
• Increase satisfaction
• Political capital
• Lower costs
• Increased morale
• Continious improvement
process
• Other????
https://townofbenson.com/2158/Parks-Recreation
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Problem Solving steps:
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Step 1a- Identify a Leader
Problem “owner”
• Ability to lead
• Identifies potential conflict
• Seeks to move from problem
to solution
• Understands process and
hazards
Who is this person in your organization?
https://www.southernpines.net/Facilities/Facility/Details/Pool-Park-11
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Step 1- Identify the Problem
Necessary to distinguish
between symptoms of a
problem and the cure, i.e. what
is the real/root cause of the
problem
Broken ankle
• Painkillers for the pain
(symptoms)
• Cast/pins for the broken wrist
(cure)
https://www.harrisburgnc.org/153/Parks-Recreation
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Step 1- Identify the Problem
Fixing the Symptom Curing the Problem
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Step 1- Identify the Problem
Another way to
review this matter-
some times we can
not see the
“causes” of the
problem
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Step 1- Identify the Problem
Fishbone Diagram
• Capture ideas
• Stimulate
discussion
• Forces deep
analysis
What are some
dynamics of the
cause?
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Step 1- Identify the Problem
Problem Dynamics (how we got here)
• Political
• Power/Control
• Social
• Equity
• Financial
• Resource allocation
• Education on issue
• Other??? https://www.knightdalenc.gov/departments/parks-and-recreation
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Step 1- Identify the Problem
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Step 1- Identify the Problem
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Step 1- Identify the Problem
Now what do I do with this information??
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Step 2- Develop AlternativesKeep an open mind
http://www,saharconsulting.com
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Step 2- Develop Alternatives
Three Components
• Creativity
• Developing ideas
• Call a friend
https://www.huntersville.org/162/Parks-Recreation
“If your only tool is a hammer then every
problem looks like a nail.” ― Abraham Maslow
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Step 2- Develop Alternatives
Culture of Creativity-• Hardwire creativity and innovation,
i.e. tolerance for risk/failure
• Become consumer fanatic- forces
constant review/evaluation
• Feed the need for speed- provides
for a sense of urgency
• Adapt or die
https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/creativitys-bottom-line-how-winning-companies-turn-creativity-into-business-value-and-growth
http://kinstonnc.gov/325/Parks-Recreation
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Step 2- Develop Alternatives
Developing ideas
• Brain Storming
• Focus Groups
• Technology Applications
• Other???
Who do I invite to the table????
https://www.greensboro-nc.gov/departments/parks-recreation/parks-gardens/keeley-park
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Step 2- Develop Alternatives
Call a Friend/Use your
network
• Someone, somewhere has
already going through this
problem AND;
• Solved it:!!!!!!
https://www.knightdalenc.gov/departments/parks-and-recreation
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Step 3- Select Best Alternatives
https://www.spring-lake.org/recreation-and-parks-department/
Do not want to solve a
problem for 50% of the
people and make the other
50% mad!!!!!
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Step 3- Select Best Alternatives
Can/does this alternative??
• Solve the problem
• Create more problems
• Have synergy with
mission
• Feasibility
• Staff buy in
• Public support
• Other??https://www.morgantonnc.gov/index.php/government/parks-recreation/parks/52-martin-luther-
king-jr-park
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Step 3- Select Best AlternativesChoosing an alternative
based on??
• Financial analysis
• Service levels
• Resource analysis
• Staffing analysis
• Political issues
• Equity analysis
• Best Practices
• CAPRA
• Other???
https://www.smithfield-nc.com/page/parks_home
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Step 3- Select Best AlternativesWho is involved in selection?
• Public/residents
• Board
• City Manager
• Director
• Managers
• Supervisors
• Coordinators
• Front Line Staff
https://www.franklincountync.us/services/aging/services/adult-day-programs
Why do I need to invite these people ?
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Step 3- Select Best AlternativesSometimes……………….. the
alternatives are going to be
chosen for you
(Board/Council)
What do you do????
https://www.townofwrightsvillebeach.com/181/Parks-Recreation
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Step 3- Select Best Alternatives
“In any moment of decision
the best thing you can do
is the right thing, the next
best thin is the wrong
thing, the working thing
that you can do is nothing”
Theodore Roosevelt https://www.wintervillenc.com/youth-athletics
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Step 4- Implement
• Goal Development
• Implementation Tools
• Staff Ownership
• Landmines and Pitfalls
http://www.maidennc.com/parks_recreation.html
Remember you have people who
are going to try to make you fail!
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Step 4- Implement
Goal Development• Specific – target a specific area for
improvement.• Measurable – quantify or at least
suggest an indicator of progress.• Assignable – specify who will do it.• Realistic – state what results can
realistically be achieved, given available resources.
• Time-related – specify when the result(s) can be achieved.
https://townofbenson.com/2158/Parks-Recreation
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Step 4- Implement
https://www.orangecountync.gov/481/Recreation-Division
Implementation Tools
• Beta testing (one element)
• Pilot period
• Short, mid, long term
• All at once
• Staggered/Phased
approach
• Other
What are some of the
pro’s/con’s with each??
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Step 4- Implement
Staff ownership/management• Right people on the BUS!• Wrong people off the Bus!• Right people in the right seats!
Right People• Productively neurotic• Self-motivated• Self-disciplined• Driven to be the best• Desperate craving for meaning
https://www.townofzebulon.org/services/parks-and-recreation
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Step 4- Implement
Avoid pitfalls
• Giving up too early
• Communication
• Staff involvement
• Key stakeholders
• Securing resources
• Other?https://www.ci.davidson.nc.us/655/Town-Day
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Step 5- Did solution work??
How do we measure of our
solution really solved the
problem?
https://www.cityofgastonia.com/i-want-to/learn-about/parks-and-recreation.html
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Step 5- Did solution work??
• Key Performance
Measures (KPI’S)
• Outputs
• Outcomes
• Efficiencies
• Effectiveness
• Satisfaction
• Awareness
http://www.wakegov.com/parks/about/Pages/jrnaturalist.aspxHow do you quantify/tabulate??
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Step 5b- The solution didn’t work
What happens if the
alternative that you
selected did not
produce the desired
outcomes??
https://www.orangecountync.gov/DocumentCenter/View/90
21/Recreation-Program-Guide-Jan-June-2020-PDF
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Final ThoughtsCreating/ensuring a positive
problem solving
philosophy/approach needs• Define the root cause of the
problem
• Understand internal and
external forces
• Embrace creativity/change
• Involve stakeholders
• Measure and evaluate
• Communicate
• Rinse and repeat
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Chris Nunes, Ph.D., CPRE
Director of Parks and Recreation
The Woodlands Township
2801 Technology Forest Blvd
The Woodlands, Texas 77381
281-210-3906
Thank you!!!!