10/17/2021
Problem Solving
SKILLS
Session Objectives
Recognize the importance of problem
solving
Understand the positive impact of input
Identify problem-solving steps
Use effective problem-solving techniques
and tools
1
10/17/2021
Prequiz:
How Much Do You Know?
You should be able solve all work
problems on your own.
You can’t begin to solve a problem until
you’ve clearly defined it.
Once you’ve decided on a solution and
implemented it, the problem-solving
process is complete.
Drawing a picture of a problem can
sometimes help you solve it.
1. Got Problems?
Problem—n. an obstacle to achieving goals;
a question raised for inquiry, consideration,
or solution.
Problem—n. a situation that needs to be
dealt with.
2
10/17/2021
Find a Solution!
If it doesn’t have a solution,
it isn’t a problem.
What is your
problem now?
3
10/17/2021
2. The Impact of Input
NEW IDEAS
SOLUTIONS POSSIBILITIES
ASSOCIATIONS
3. Six Steps to More Effective
Problem Solving
6
1. Define 4. Generate ideas
2. Prioritize 5. Pick best solution
3. Inform yourself 6. Double check -
Feedback
4
10/17/2021
4. Techniques to define
problem
Three tools:
• The 5 whys
• Cause & Effect
Analysis
• CATWOE
Techniques to define problem
The 5 whys:
• Simply asking “why”
until finding the real
cause of the problem
• Simple and flexible
technique => uncover
the deepest causes of
problem.
5
10/17/2021
Ask Why 5 Times
Question #1 Answer #1
Question #2 Answer #2
Question #3 Answer #3
Question #4 Answer #4
Question #5 Answer #5
© BLR®—Business & Legal Resources 1408
Techniques to define problem
The Cause & Effect tool:
• Identify the problem.
• Work out the major
factors involved.
• Identify possible
causes for each of the
factors.
• Analyze the diagram.
6
10/17/2021
Techniques to define problem
Cause & Effect Diagram
Techniques to define problem
The CATWOE analysis:
• C - Clients
• A - Actors
• T – Transformation
• W – World View
• O – Owner
• E – Environmental
constraints
7
10/17/2021
Define your
problem using
appropriate
techniques
5. Decision making process
Generating, Action &
Creating a Checking &
exploring &
constructive choosing
verifying communica
environment decision -tion
alternatives
8
10/17/2021
How to generate ideas
• Brainstorming &
reverse brainstorming
• Charette procedure
• Crawford Slip Writing
Technique
• Concept fan Technique
• Affinity Diagrams
How to generate ideas
Brainstorming & reverse brainstorming
• Flip the question
• Opposite
thinking
• Start with a
solution
9
10/17/2021
How to generate ideas
How to generate ideas
Crawford’s Slip Writing Method
10
10/17/2021
How to generate ideas
Concept Fan example
How to generate ideas
Affinity Diagram example
11
10/17/2021
Brainstorm about
solutions
Techniques to choose solutions
• Decision matrix
• Paired comparison
analysis
• Decision trees
• Voting
12
10/17/2021
Techniques to choose solutions
Decision Matrix example
Techniques to choose solutions
Paired Comparison Analysis example
13
10/17/2021
Techniques to choose solutions
Decision trees example
Roadblocks to Successful
Problem Solving
Assumptions
FEAR OF
RUSHING
ASSUMPTIONS
Rushing
MISTAKES
Fear of Mistakes
14
10/17/2021
Roadblocks to Successful
Problem Solving (cont.)
BEING
Being too logical
LACKDenialOF
TOO
GIVING
DENIAL UP
Lack of confidence
CONFIDENCE
LOGICAL
Giving up
Review
Focus attention and observe
with an open mind
Identify the real problem
EXamine the details
Invent a solution
Test your solution
15
10/17/2021
Key Points to Remember
Problem solving is an important part of your job.
The skill with which you solve problems has a
direct impact on your effectiveness on the job
and your career success.
Be sure to take advantage of input from others
to help you solve problems.
By taking a step-by-step approach and applying
a variety of techniques, you can solve any
problem.
16
