©2006 Victor E. Sower MGT 560 Creative Problem Solving Osborn-Parnes Creative Problem Solving Process 1.Mess-finding 2.Fact-finding 3.Problem-finding.

©2006 Victor E. SowerMGT 560 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)


Mess-Finding

Morale

Absenteeism

Turnover


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


Mess-Finding

Reactive Approach: Observing unexpected change in a metric (e.g. increase in student tardiness, decrease in student performance).

Proactive Approach: Administrators seek messes—never stop looking for ways to improve the operation.

Evans, 1990


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 tardies.

Evans, 1990


Mess-Finding Tools

Control ChartsIndication of possible

mess


Another Mess-Finding Tool

Gap Analysis

What SHOULD be

What ACTUALLY is

Gap


Symptoms: Inconsistencies between how the system is expected to perform and how it is actually performing.

The inconsistency is referred to as a Gap.

Gap

Something’s gone wrong

Gap

Raised expectations

Gap

Double whammy

Gap

It never did work right


Fact-Finding

Measures of Effectiveness

ObstaclesExisting Models

Organization’s Goals

Basic Issues


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


Fact-FindingVanGundy’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?


Fact-FindingKepner & 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)?


Fact-FindingSome Helpful Tools

• Flow Charts

• Check SheetsDriver problem

Bus problem

Student problem


Problem-Finding

Mess Problem


Problem-Finding

The development of a problem statement for the real problem.

Encompasses:

• Conditions

• Symptoms

• Causes

• Triggering events


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.


Problem-Finding

Example of Type III error:

Problem identification: Teachers do not smile at students.

Real problem: Teachers have wrong attitudes about students.


Problem-FindingSome Helpful Tools

• Pareto Charts

• Devil’s Advocacy• Five “Whys?”• Root Cause Analysis


Idea-Finding


Idea-Finding

Purpose: To generate alternative ideas for solutions to the problem.

The more ideas the better.

Creativity is important.


Idea-FindingSome Helpful Tools

• Brainstorming

• Cause-and-Effect Diagrams


Idea-FindingMore Helpful Tools

• “What if?” questions

• Change the wording of the problem statement.

• Representing the problem in a different form.


Solution-Finding

Time

Cost

Acceptance

Practicality

Performance

NPVROI


Solution-Finding

Purpose: To select the best solution from the alternatives identified in the idea-finding stage.

Criteria for “best.”


Acceptance-Finding

Resources

Obstacles

Policies

“We’ve always done it this way”“That will never

work here”

Plan Risk

Power

Trust

“If it ain’t broke, don’t fix it!”


Acceptance-Finding

Purpose: To develop a plan of action to implement the solution.

The solution must be sold to the constituents.


Acceptance-FindingSome Helpful Tools

• PERT Charts

• Gantt Charts

©2006 Victor E. Sower MGT 560 Creative Problem Solving Osborn-Parnes Creative Problem Solving Process 1.Mess-finding 2.Fact-finding 3.Problem-finding.

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