Problem Solving

Problem Solving/Decisi on Making

actual = desired

Problem

The Rational Problem-Solving Process 1. Problem Awareness 2. Problem Definition 3. Decision Making 4. Action Plan Implementation 5. Follow-Through

Problem Awareness 1. Establish trust

Types of Trust ★ Emotional ★ Reliability

Emotional Trust Never intentionally misrepresent my point of view to other people Don’t break confidences

Reliability ★ ★ ★

Carry out promises Show up for appointments Return money lent

Overall Trust ★ ★ ★

Fair play Desire to listen Truth

Levels of Trust ★

★

★

High trust - give and take spontaneously Low trust - give and take, but watch each other carefully Trust bankruptcy - get them before they get you

How to Build Trust ★

Communication ★ Support ★ Fairness

Problem Awareness 1. Establish trust 2. Clarify objectives

Purpose for Setting Objectives 1. Clear documented statement what to accomplish 2. Basis for measuring performance 3. Positive motivation to achieve goals 4. Increased likelihood of getting there

Qualities of Good Objectives ★ ★ ★ ★ ★ ★ ★

Acceptable Flexible Measurable Suitable Understandable Achievable Realistic

Specific Measurable Achievable Realistic

Time bound

Problem Awareness 1. Establish trust 2. Clarify objectives 3. Assess the current situation

Assess the Current Situation

What

Situation

How

People

Are our goals being met?

Problem Awareness 1. Establish trust 2. Clarify objectives 3. Assess the current situation 4. Identify problems

Types of Problems Routine ★ Unique ★

Problem Definition 1. Analyze problems

Four Major Causes of Problems

Manpower - people ★ Methods ★ Machine ★ Material ★

Sources of Pertinent Information

★ Observations ★ Discussions ★ Surveys,

Focus groups ★ Published Materials

Problem Definition 1. Analyze problems 2. Agree on problems to be solved

Problem Statement

Combine: Why with In What Ways Might We (IWWMW)

Question:

Why do we want to reduce employee accidents?

Answer:

To protect employees from physical harm

Redefine:

IWWMW protect employees from physical harm?

Question:

Why do we want to protect employees from physical harm?

Answer:

So that they may be able to perform their jobs

Redefine:

IWWMW help workers perform their jobs?

Question:

Answer: Redefine:

Why do we want to help employees perform their jobs?

To increase company profits profit IWWMW increase company profits?

Question:

Answer: more

Why do we want to improve quality? To make our company competitive?

Redefine:

IWWMW make NFL more competitive?

A problem well stated is half solved John Dewey

Decision Making 1. Establish decision-making criteria

Decision-Making Criteria

★ Specific,

Measurable, and Attainable ★ Complementary ★ Ethical ★ Acceptable

Decision Making 1. Establish decision-making criteria 2. Develop action alternatives 3. Evaluate alternatives

Evaluate Benefits and Risks

Certainty ★ Known risk ★ Turbulence ★

Decision Making 1. Establish decision-making criteria 2. Develop action alternatives 3. Evaluate alternatives 4. Decide on a plan

Decide on a Plan Perfect Rationality ★Bounded Rationality ★

– Satisficing – Optimizing

Action Plan Implementation 1. Assign tasks & responsibilities 2. Establish an implementation schedule 3. Reinforce commitment 4. Activate the Plan

Action Plan Implementation ★ Who ★ Where ★ When ★ With

whom ★ What Resources ★ Potential Problems

Follow-Through 1. Establish criteria for success 2. Determine how to measure performance 3. Monitor the results 4. Take corrective action

Ethical Decision Making

Ethical Behavior ★ Ethical Reasoning ★ Ethical Dilemma ★

Moral Principles

Utilitarianism ★ Rights ★ Justice ★

Individual Decision Styles Information Use:

# of Alternatives: Satisficer Optimizer Unifocus

Decisive

Multifocus

Flexible Integrative

Hierarchic

Degrees of Participation

Autocratic ★ Consultative ★ Group ★

Criteria for Participation ★

Quality

★Time