Chapter ii

Chapter II

Problem Solving & Decision

Making Process

“There are no problems, only opportunities”

A problem stuck in the middle of your way, by using logical problem solving and decision making system will create opportunities from this problem.

Introduction:

The biggest problem solving mistake is dealing with the symptoms of a problem rather than its root causes.

By taking the steps of systematic problem solving and decision-making you can prevent problems from recurring.

Step by Step Method:

Occurs when there is a difference between one’s desired State and Actual State is sufficient to activate the decision process.

Desired State is the way a person would like for a need to be met.

Actual State is the way a need is being met/unmet at a particular point in time.

1st Step: Problem Recognition

To specify the problem what it is ?!

2nd Step: Problem Labeling

Specifying the causes of the problem and analyzing it.

3rd Step: Problem-Cause Analysis:

To put set of solutions for the problem.

4th Step: Optional Solution

The thought process of selecting a logical choice from the available options.

5th Step: Decision Making

A sequence of steps that must be taken, or activities that must be performed well for a strategy to succeed.

6th Step: Action Planning

The advantages of following the Step-by-Step method

The Benefits & Skills:

Definitions: You will learn to accurately define the real problem avoid solving symptoms.

Solutions: you can implement once-and-for all solutions instead of temporary band-aid fixes.

Decisions: The decisions you make will be good decisions that can be implemented and that will stick.

Meetings: Your meetings will reflect productive problem solving and decision-making.

Buying-in: You will learn to obtain buy-in from conflicting viewpoints to help define problems, reach decisions, clarify solutions and implement action plans.

Teamwork: You will enjoy effective teamwork between differing individuals and groups while solving problems.

Personal Expectations Worksheet

1What problem Situations would you like to correct?

2What difficult decisions do you need to work through logically?

3Which recurring Problems and decisions would like to resolve once and for all?

4

Which of your Problem Solving and Decision Making skills would you like to improve?

Personal Expectations:

Understand the steps of the problem solving system

Know how to use analytical techniques of problem solving

Recognize the vital role of communication in problem solving

Know what questions to use to stimulate discussion of problem

Understand the anatomy of problems and why they persist

Section I Objective:

Understand how to confront problems to prevent future stress

Know how to distinguish between the causes and effects of problems

Know how to label a problem to facilitate discussion and analysis

Know how to find the real root cause of the problem

Know how to brainstorm alternative or optional solutions

Know how to decide on most workable solution or strategy

Understand the importance of action planning to implement solution

Know how to apply the problem solving system when problems occur

Personal Learning Contract

ItemCheck Your Commitme

nt1. I plan to be more logical, analytical, creative, and systematic in solving problems and making decisions.  

2. I want to take steps to ensure I find the "real problem" before beginning to solve it.  

3. I am willing to involve others affected by the problem in the solution process in order to promote support and teamwork.  

4. I am willing to work through the exercises in this course, do my best to relate them to the problem to be solved and then implement my solutions.

5. I will mange my time so I can concentrate on learning the skills presented in the Course by without distraction or interruption.  

6. I intend to use what I learn and consciously put it into practice.  Agreement: I want to receive maximum benefit from this Course by carrying out this learning contractName: ………………………… Signature: …………………………Date: ………………………..  

Personal Commitment:

Student Definition of the Term "Problem"

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Problem Definition:

Section II Process OverviewThe general characteristics of problems; some of items seems to be true which qualifies as a true problem.

Problem characteristics checklist

1- Incomplete communication

Conversation have broken down or have not even been started so that full understanding is lacking

2- Unknowns Information is missing

3- Inaccurate Information

Some of the information is wrong

4-Confusion People involved to find themselves in a mental fog, stressed ….

5-Hidden emotions

Emerging feelings tend to come out as you examine the situation

Different view points

You & other have conflicting ideas

A problem is basically a dilemma Undesirable situation without a decision Question cant be answered Something that cant be fixed no matter what you do Something that cant be explained A conflict or crisis that appears no matter what you do

about it An idea opposed by a counter idea An force opposed by a counter force An goal opposed by a counter goal

Problem Anatomy

A small company, which develops & sells new products based on technology. They have an extremely successful product; “Automatic toothbrush” which was invented by the engineering department.

Engineering managers want to introduce the new development right away, but the manufacturing manager has encountered problems by producing the new components. In addition to the quality manager who is trying to figure out the cause of the problem.

The marketing manager is urging in producing the product, but the finance manager is worried of making this huge inventory an obsolete if it was launched directly to the market.

Meeting was done, led to a quickly deteriorate into heated arguments without any decision.

Consumer Tech-Problem

I- Define the problem II- Decide how to solve it The ideal method of resolving problems and

making difficult decisions through these 2 steps.

Problem-solving Methodology

Problem Definition Process

Results

1. Recognition Discuss & document individual views, facts, &

relevant symptoms, until everyone involved accepts that there is a problem.

Agreement that an issue needs resolution.

2. Label Clearly document both sides of the exact conflict you want to resolve.

An agreed-upon statement of the problem.

3. Analysis Find & agree on the single fundamental sources of the problem.

Unanimous identification of the root cause which needs recommendation.

Solution Decision Making Process

Results

4.Options List all the alternative strategies that have slightest chance of resolving the problem & its root cause.

A complete list of possible solutions.

5. Decision-Making Choose the best solution in your list by objectively evaluating the optional strategies.

A firm. joint decision on the chosen solution.

6. Action PlanOrganize systematic steps of tasks, timing, staff, 7 resources to implement the decision in the real world.

A complete step-by-step map to translate the decision to reality.

Submitted to : Dr. Wajdi Naaman Prepared by: : Suhail Adel Ali atwah Karen Zeinab