Solving….. I got 99 Problems...Problem Solving Defined Problem Solving defined: “The act of...

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

3

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

cnunes@thewoodlandstownship-tx.gov

Thank you!!!!