MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Osborn-Parnes Creative Problem Solving Process
1. Mess-finding
2. Fact-finding
3. Problem-finding
4. Idea-Finding
5. Solution-finding
6. Acceptance-finding
7. Follow-up (my addition)
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Mess-Finding
Morale
Absenteeism
Turnover
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Mess-Finding
A mess is a system of problems whose interactions are complicated and not clearly understood.
Taken as a system, problems do not exist in isolation; each affects the fate of the mess of which they are a part.
Evans, 1990
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Mess-Finding
Reactive Approach: Observing unexpected change in a metric (e.g. increase in student tardiness, decrease in student performance).
Proactive Approach: Administrators seek messes—never stop looking for ways to improve the operation.
Evans, 1990
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Mess-Finding
A critical aspect of mess-finding is identifying a measure of effectiveness (MOE). MOEs are used to find out how well an existing system works and what it is worth. Change in an MOE can show that a mess exists.
Example: percentage of tardies.
Evans, 1990
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Mess-Finding Tools
Control ChartsIndication of possible
mess
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Another Mess-Finding Tool
Gap Analysis
What SHOULD be
What ACTUALLY is
Gap
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Symptoms: Inconsistencies between how the system is expected to perform and how it is actually performing.
The inconsistency is referred to as a Gap.
Gap
Something’s gone wrong
Gap
Raised expectations
Gap
Double whammy
Gap
It never did work right
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Fact-Finding
Measures of Effectiveness
ObstaclesExisting Models
Organization’s Goals
Basic Issues
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Fact-Finding
The purpose of fact-finding is to gather as much information as possible to increase understanding about the mess.
Fact-finding helps avoid premature evaluation of the specific problems entwined in the mess.
Focus is on mess – not solutions at this stage.
Evans, 1990
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Fact-FindingVanGundy’s Questions for
Diagnosing a Mess
1. What do you know about the situation?
2. What would be better if you resolved this situation? What would
be worse?
3. What is the major obstacle facing you in dealing with this situation?
4. What parts of the situation are related?
5. When is the situation likely to get worse? Get better?
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Fact-FindingKepner & Tregoe’s Questions for
Diagnosing a Mess
1. What is the deviation (versus what it is not)?
2. When did the deviation occur (versus when it did not occur)?
3. Where did the deviation occur (versus where it did not occur)?
4. To what extent did the deviation occur (versus to what extent it
did not occur)?
5. Who is associated with the deviation (versus who is not associated
with it)?
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Fact-FindingSome Helpful Tools
• Flow Charts
• Check SheetsDriver problem
Bus problem
Student problem
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Problem-Finding
Mess Problem
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Problem-Finding
The development of a problem statement for the real problem.
Encompasses:
• Conditions
• Symptoms
• Causes
• Triggering events
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Problem-Finding
Types of errors:
• Type I: Solving a problem that doesn’t exist.
• Type II: Failing to recognize that a problem exists and therefore not solving it.
• Type III: Solving the wrong problem.
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Problem-Finding
Example of Type III error:
Problem identification: Teachers do not smile at students.
Real problem: Teachers have wrong attitudes about students.
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Problem-FindingSome Helpful Tools
• Pareto Charts
• Devil’s Advocacy• Five “Whys?”• Root Cause Analysis
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Idea-Finding
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Idea-Finding
Purpose: To generate alternative ideas for solutions to the problem.
The more ideas the better.
Creativity is important.
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Idea-FindingSome Helpful Tools
• Brainstorming
• Cause-and-Effect Diagrams
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Idea-FindingMore Helpful Tools
• “What if?” questions
• Change the wording of the problem statement.
• Representing the problem in a different form.
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Solution-Finding
Time
Cost
Acceptance
Practicality
Performance
NPVROI
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Solution-Finding
Purpose: To select the best solution from the alternatives identified in the idea-finding stage.
Criteria for “best.”
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Acceptance-Finding
Resources
Obstacles
Policies
“We’ve always done it this way”“That will never
work here”
Plan Risk
Power
Trust
“If it ain’t broke, don’t fix it!”
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Acceptance-Finding
Purpose: To develop a plan of action to implement the solution.
The solution must be sold to the constituents.
MGT 575 Creative Problem Solving
©2006 Victor E. Sower
Acceptance-FindingSome Helpful Tools
• PERT Charts
• Gantt Charts