PROBLEM SOLVING REPORT

PROBLEM SOLVINGREPORT

Problem solvingconsists of using generic orad hocmethods, in an orderly manner, for finding solutions to problems.Problems are at the center of what many people do at work every day. Whether you're solving a problem for a client (internal or external), supporting those who are solving problems, or discovering new problems to solve, the problems you face can be large or small, simple or complex, and easy or difficult.

There are two important things to remember about problems and conflicts:

They happen all the time and they are opportunities to improve the system and the relationships. They are actually providing us with information that we can use to fix what needs fixing and do a better job. Looked at in this way, we can almost begin to welcome problems! (Well, almost.)Because people are born problem solvers, the biggest challenge is to overcome the tendency to immediately come up with a solution. Let me say that again. The most common mistake in problem solving is trying to find a solution right away. That's a mistake because it tries to put the solution at the beginning of the process, when what we need is a solution at the end of the process.

Steps to Solve a Problem

Identify the issues. Be clear about what the problem is.

Remember that different people might have different views of what the issues are.

Separate the listing of issues from the identification of interests.

2. Understand everyone's interests.

This is a critical step that is usually missing.

Interests are the needs that you want satisfied by any given solution. We often ignore our true interests as we become attached to one particular solution.

The best solution is the one that satisfies everyone's interests.

This is the time for active listening. Put down your differences for awhile and listen to each other with the intention to understand.

Separate the naming of interests from the listing of solutions.

3. List the possible solutions (options)

This is the time to do some brainstorming. There may be lots of room for creativity.

Separate the listing of options from the evaluation of the options.

4. Evaluate the options.

What are the pluses and minuses? Honestly!

Separate the evaluation of options from the selection of options.

5. Select an option or options.

What's the best option, in the balance?

Is there a way to "bundle" a number of options together for a more satisfactory solution?

6. Document the agreement(s).

Don't rely on memory.

Writing it down will help you think through all the details and implications.

7. Agree on contingencies, monitoring, and evaluation.

Conditions may change. Make contingency agreements about foreseeable future circumstances (If-then!).

How will you monitor compliance and follow-through?

Create opportunities to evaluate the agreements and their implementation. ("Let's try it this way for three months and then look at it.")

Effective problem solving does take some time and attention more of the latter than the former. But less time and attention than is required by a problem not well solved. What it really takes is a willingness to slow down. A problem is like a curve in the road. Take it right and you'll find yourself in good shape for the straightaway that follows. Take it too fast and you may not be in as good shape.

Write an organizational problem-solving report of four to five pagesFor a decision-making audience in a large and complex organization on a topic of technical or professional interest to you and to others in your field of study and/or work. Consider both immediate and more remote readers and the potential long-term file life of your report, and interpretproblembroadly to include problems, needs, or opportunities such as a need for new equipment or software or an opportunity to improve productivity or performance. Include a heading, introduction, and summary at the beginning of your report, and present the details of your discussion in a logical order. Use headings and topic or main-idea sentences to clarify the organization.

HeadingIn your heading, include To, From, Subject, and Date information, plus courtesy copies and attachments. For the To and From lines, include both name and organizational title or role. For the Subject line, include both the topic and purpose of your memo (e.g., to present findings and recommendations).

Introduction and SummaryIn your introduction, include a statement of the organizational problem, your technical work completed in response to the problem, and your reason for writing, with more than one reason, if appropriate (e.g., "to describe the problem and my proposed solution"). Consider not onlyproblemsin the literal and restricted sense of the term but also needs and opportunities (e.g., to improve productivity, performance, etc.). In your summary, present your principal findings or conclusions and your recommendations (if any), and include an overview of the organization of your discussion, with explicit claims about the problem, your proposed solution, your reasons or justifications for the solution, and perhaps also your action or implementation plan.

Body of the Discussion

In the body of your discussion, establish a logical order (e.g., problem, solution, reasons or justifications, implementation plan, etc.). Describe the problem in one section of the body, your proposed solution in another, and your reasons or justifications in another. If you evaluate possible solutions or options on the basis of explicit criteria, include a separate section in which you define the criteria or specifications. If you evaluate more than one solution, describe each of the solutions in a separate section and present your evaluation of each of the solutions in yet another. Put the details in the appropriate section, i.e., details about the problem in the problem section, solution in the solution section, reasons or justifications in the reasons or justifications section, etc. Do not put the solution in the problem section, the reasons or justifications in the solution section, etc.

Headings and Topic SentencesInclude headings to clarify the organization of your report, and begin each section and each paragraph with a topic or main-idea sentence. Never include only one subheading (i.e., do not divide a section into only one part), and never include a main heading and then subheadings without a topic or main-idea sentence to introduce the main ideas that follow, i.e., the main ideas as represented by each of the subheadings. In your topic sentences, do not just point ahead to the information that follows (e.g., "This section describes the problem"). Instead, present your principal conclusions or findings (e.g., "The proposed solution meets the criteria or specifications of reliability, efficiency, cost-effectiveness, etc.).

Due Date and Submission Guidelines

Your problem-solving report is due Friday, November 5, 5:00 p.m. Please post your report in .doc, docx, or .pdf in your public_html directory and make a link to it from your Technical Writing Web Page.However, if your report contains any confidential or proprietary information, please do not post it to the web. Instead, send it to me via email or hand it to me in hard copy, marked "Proprietary" or "Confidential."

EXAMPLES OF PROBLEM SOLVING REPORT