Problem Solving Techniques. There are many approaches to problem solving, depending on the problem. The traditional approach involves: Clarifying

Problem Solving Problem Solving TechniquesTechniques

Problem Solving TechniquesProblem Solving Techniques

There are many approaches to problem There are many approaches to problem solving, depending on the problem.solving, depending on the problem.

The traditional approach involves:The traditional approach involves: Clarifying the problemClarifying the problem Analyzing causesAnalyzing causes Identifying alternativesIdentifying alternatives Assessing each alternativeAssessing each alternative Choosing oneChoosing one Implement Implement EvaluateEvaluate


Other approaches:Other approaches: Assume the absurd –Assume the absurd – Putting a store in the home was absurd, Putting a store in the home was absurd,

but not anymore.but not anymore. Pick few absurd solutionsPick few absurd solutions If “assuming the absurd” is difficult then If “assuming the absurd” is difficult then

“assume the opposite.”“assume the opposite.”


Solve problems by causing them –Solve problems by causing them – Ask how you can cause problems.Ask how you can cause problems. If you want to reduce stress, try first to If you want to reduce stress, try first to

increase it even more.increase it even more. If you want more customers, try to scare If you want more customers, try to scare

them away first.them away first. Knowing the causes of the problem can Knowing the causes of the problem can

help you find a better solution.help you find a better solution.


AppreciationAppreciation – – Appreciation is a very simple but powerful Appreciation is a very simple but powerful

technique for extracting the maximum amount of technique for extracting the maximum amount of information from a simple fact.information from a simple fact.

How to use tool:How to use tool: Starting with a fact, ask the question 'So what?' - Starting with a fact, ask the question 'So what?' -

i.e. what are the implications of that fact? Keep i.e. what are the implications of that fact? Keep on asking that question until you have drawn all on asking that question until you have drawn all possible inferences.possible inferences.

Problem Solving TechniquesProblem Solving Techniques Fact: It rained heavily last nightFact: It rained heavily last night So What?So What? - The ground will be wet- The ground will be wet So What?So What? - It will turn into mud quickly- It will turn into mud quickly So What?So What? - If many troops and vehicles pass over the same - If many troops and vehicles pass over the same

ground, movement will be progressively slower and more ground, movement will be progressively slower and more difficult as the ground gets muddier and more difficult.difficult as the ground gets muddier and more difficult.

So What?So What?- Where possible, stick to paved roads. Otherwise expect - Where possible, stick to paved roads. Otherwise expect movement to be much slower than normalmovement to be much slower than normal


PMI - Plus/Minus/InterestingPMI - Plus/Minus/Interesting What is PMI?What is PMI? PMI stands for 'Plus/Minus/Interesting'. It PMI stands for 'Plus/Minus/Interesting'. It

is a valuable development (by Edward de is a valuable development (by Edward de Bono) of the 'pros and cons' technique Bono) of the 'pros and cons' technique used for centuries. used for centuries.


Should I move to the big city? Should I move to the big city? Plus ------- Minus -------- InterestingPlus ------- Minus -------- Interesting


Brainstorming –Brainstorming – Brainstorming is a group creativity

technique that was designed to generate a large number of ideas for the solution of a problem.


Focus on quantityFocus on quantity: : quantity breeds qualityquantity breeds quality. . No criticismNo criticism: It is often emphasized that in : It is often emphasized that in

group brainstorming, group brainstorming, criticismcriticism should be put 'on should be put 'on hold'. hold'.

Unusual ideas are welcomeUnusual ideas are welcome: : To get a To get a good and long list of ideas, unusual ideas are good and long list of ideas, unusual ideas are welcomed. welcomed.

Combine and improve ideasCombine and improve ideas: : Good ideas Good ideas can be combined to form a single very good idea. can be combined to form a single very good idea.


Nominal Group TechniqueNominal Group Technique is a is a structured from of structured from of BrainStorming with up with up to 10 participants and an experienced to 10 participants and an experienced facilitator (or up to 3-4 groups of up to 10 facilitator (or up to 3-4 groups of up to 10 participants, with a spokesperson for each participants, with a spokesperson for each group and a single facilitator overall) group and a single facilitator overall)

Problem Solving TechniquesProblem Solving Techniques Anonymous generation of ideas in writing, begins with Anonymous generation of ideas in writing, begins with

the facilitator stating the problem and giving the the facilitator stating the problem and giving the participants up to 10 minutes to jot down any initial ideas participants up to 10 minutes to jot down any initial ideas privately. privately.

Round-robin recording of ideas, allows each person in Round-robin recording of ideas, allows each person in turn to read out one idea, which the facilitator writes up turn to read out one idea, which the facilitator writes up on a flip chart for all to view and numbered sequentially. on a flip chart for all to view and numbered sequentially.

Serial discussion to clarify ideas and check Serial discussion to clarify ideas and check communication is encouraged by the facilitator. communication is encouraged by the facilitator.

Preliminary anonymous vote on item importance is Preliminary anonymous vote on item importance is usually carried out. usually carried out.

Further discussion and voting, takes place if the voting is Further discussion and voting, takes place if the voting is not consistent. not consistent.


Delphi Technique:Delphi Technique: Finding experts.Finding experts. Sending them a letter explaining the Sending them a letter explaining the

problem.problem. Returning back the letters.Returning back the letters. Sending them back again.Sending them back again. Commenting on other’s ideas.Commenting on other’s ideas. Continuing until we reach a consensus. Continuing until we reach a consensus.


The Edison TechniqueThe Edison Technique


The Edison Technique –The Edison Technique – He left 3500 notebooks, which are He left 3500 notebooks, which are

preserved today in New Jersey.preserved today in New Jersey. He was granted 1093 patents of invention.He was granted 1093 patents of invention. No formal educationNo formal education


1. Quantity:1. Quantity: Generating as many ideas as possible.Generating as many ideas as possible. Out of quantity comes quality.Out of quantity comes quality. Setting idea quotas (minor invention in 10 Setting idea quotas (minor invention in 10

days and a major one in 6 months).days and a major one in 6 months). More than 50000 experiments to invent More than 50000 experiments to invent

alkaline storage cell battery, and 9000 alkaline storage cell battery, and 9000 experiments to perfect the light bulb.experiments to perfect the light bulb.

Initial ideas are usually poorer.Initial ideas are usually poorer.


2. Challenge all assumptions –2. Challenge all assumptions – His lack of formal education was “his His lack of formal education was “his

blessing.”blessing.” Too much education corrupted people.Too much education corrupted people. Approaching any idea with wild Approaching any idea with wild

enthusiasm and would try anything out of enthusiasm and would try anything out of the ordinary.the ordinary.

If seasoning the soup before tasting it he If seasoning the soup before tasting it he would not hire anyone for research.would not hire anyone for research.


Challenging assumptions:Challenging assumptions: List your assumptions about a subject.List your assumptions about a subject. Challenge your fundamental assumptions Challenge your fundamental assumptions

by reversing them. Write down the by reversing them. Write down the opposite of each assumption.opposite of each assumption.

Ask yourself how to accomplish each Ask yourself how to accomplish each reversal. List as many useful viewpoints as reversal. List as many useful viewpoints as you can.you can.


Reversal is a good tool for improving a product Reversal is a good tool for improving a product or a service. To use it, ask the opposite of the or a service. To use it, ask the opposite of the question you want to ask, and apply the results. question you want to ask, and apply the results.

Example:Example: Imagine that you want to improve the response Imagine that you want to improve the response

of a service center. Using Reversal you would of a service center. Using Reversal you would ask 'How would I ask 'How would I reduce reduce customer customer satisfaction?'. After considering this question you satisfaction?'. After considering this question you might give the following answers:might give the following answers:


Not answering the phone when customers Not answering the phone when customers call call

Not returning phone calls Not returning phone calls Have people with no product knowledge Have people with no product knowledge

answering the phone answering the phone Use rude staff Use rude staff Give the wrong advice Give the wrong advice


After using Reversal, you would ensure After using Reversal, you would ensure that appropriate staff members were that appropriate staff members were handling incoming phone calls efficiently handling incoming phone calls efficiently and pleasantly. You would set up training and pleasantly. You would set up training programs to ensure that they were giving programs to ensure that they were giving accurate and effective advice. accurate and effective advice.


Example (start a novel restaurant)Example (start a novel restaurant) 1. List assumptions about restaurants. 1. List assumptions about restaurants.

(Like all restaurants have menus)(Like all restaurants have menus) 2. Reverse this assumption (without menu)2. Reverse this assumption (without menu) 3. List all possible ideas to make the 3. List all possible ideas to make the

reversal work (How can I operate a reversal work (How can I operate a restaurant that does not have a menu).restaurant that does not have a menu).

4. Asking chef to present what he has 4. Asking chef to present what he has bought; present ingredients to customer.bought; present ingredients to customer.


3. Nothing is wasted –3. Nothing is wasted – Ask what the failure reveals.Ask what the failure reveals. Reviewing ideas aborted earlier.Reviewing ideas aborted earlier. Learning all the time from mistakes and Learning all the time from mistakes and

failures.failures. Learning from trial and error. Learning from trial and error.


The Einstein TechniqueThe Einstein Technique


The Einstein Technique:The Einstein Technique: "Imagination is more important than "Imagination is more important than

knowledge“ knowledge“ (Albert Einstein)Some researchers credit 90 to 95% of the Some researchers credit 90 to 95% of the major discoveries made during the past major discoveries made during the past two centuries to Einstein-style visual two centuries to Einstein-style visual thinking, though the method became thinking, though the method became public only in the 1930s and 1940s when public only in the 1930s and 1940s when Albert Einstein popularized it.Albert Einstein popularized it.


Let the mind enter into the problem.Let the mind enter into the problem. Sitting for hours almost dead.Sitting for hours almost dead. Going off in space analyzing the faults in Going off in space analyzing the faults in

his theory.his theory.

Problem Solving Problem Solving TechniquesTechniques

Lecture SummaryLecture Summary


There are many approaches to problem There are many approaches to problem solving, depending on the problem. Which solving, depending on the problem. Which one of the following is not part of the one of the following is not part of the traditional approach?traditional approach?

A) clarifying the problemA) clarifying the problem B) analyzing causesB) analyzing causes C) choosing an alternativeC) choosing an alternative D) assuming the absurdD) assuming the absurd


Sometimes it is quite difficult to assume Sometimes it is quite difficult to assume the absurd. If this is the case then the best the absurd. If this is the case then the best thing to do is:thing to do is:

A) find an alternativeA) find an alternative B) assume the oppositeB) assume the opposite C) assume the unthinkableC) assume the unthinkable D) none of the aboveD) none of the above


True/FalseTrue/False If we want to solve a problem we should If we want to solve a problem we should

first try to cause it.first try to cause it.

If we know the causes of the problem can If we know the causes of the problem can help us finding better solutions.help us finding better solutions.


____________ is a group creativity technique that was designed to generate a large number of ideas for the solution of a problem.

A) Delphi technique B) Nominal Group Technique C) Brainstorming D) Edison Technique


Which one of the following is not part of Which one of the following is not part of brainstorming technique?brainstorming technique?

A) focus on quantityA) focus on quantity B) no criticismB) no criticism C) improve ideasC) improve ideas D) critique ideasD) critique ideas


BrainstormingBrainstorming ExampleExample Problem: How to reduce road accidents?Problem: How to reduce road accidents?


1. Less cars1. Less cars 2. Less people2. Less people 3. Teach people to be careful3. Teach people to be careful 4. Teach drivers to be careful4. Teach drivers to be careful 5. 5. MakeMake drivers more careful drivers more careful 6. Put dead people in the road6. Put dead people in the road 7. Put policemen at every junction7. Put policemen at every junction 8. Put cameras at every junction8. Put cameras at every junction 9. Put cameras in every car9. Put cameras in every car


What is Nominal Group Technique?What is Nominal Group Technique?

What is Delphi Technique?What is Delphi Technique?


What are the three most important What are the three most important elements of Edison’s Technique?elements of Edison’s Technique?


We can challenge our assumptions by We can challenge our assumptions by taking into consideration the following taking into consideration the following element (s):element (s):

A) LA) List your assumptions about a subjectist your assumptions about a subject B) Challenge your fundamental B) Challenge your fundamental

assumptions by reversing themassumptions by reversing them C) Ask yourself how to accomplish each C) Ask yourself how to accomplish each

reversalreversal D) All of the aboveD) All of the above


Why reversal is a good tool for solving our Why reversal is a good tool for solving our problems?problems?

Was Edison right when he claimed that Was Edison right when he claimed that nothing is wasted; that we can learn so nothing is wasted; that we can learn so many things through trial and error? many things through trial and error?


Do you agree with scholars who claim that Do you agree with scholars who claim that Einstein’s visual thinking is a great Einstein’s visual thinking is a great technique of finding solutions to various technique of finding solutions to various problems?problems?

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Problem Solving Techniques. There are many approaches to problem solving, depending on the problem. The traditional approach involves: Clarifying