PROBLEM SOLVING

1. PROBLEM SOLVING

• Meaning of problem-solving
• It is the process of analyzing a situation to identify strategies that can be used to change the situation. Problem-solving requires creative thinking.
• Problem-solving is a mental process that involves problem finding, which is the ability to identify the problem.
• It also involves problem shaping, which is the ability to break down the problem in such a way that a clear solution can be found.
• Meaning of decision making
• Decision-making is a choice made by using one's judgment.
• It is also aimed at finding a solution to a problem by choosing the best solution or course of action.

1.1 Differences between problem-solving and decision making

• DECISION MAKING
• -It is often done by one person/a member of senior management who makes it authoritarian.
• Various alternatives are considered before deciding on the best one.
• It is part of the problem-solving cycle as decisions need to be taken in each step.
• PROBLEM-SOLVING
• Problems can be solved by a group/ team or an individual team member.
• Alternative solutions are generated/ identified and critically evaluated
• Process of analyzing a situation to identify strategies to bring about change.

1.2 Problem solving steps

• Identify the problem.
• Define the problem.
• Identify possible solutions to the problem.
• Select the most appropriate alternative.
• Develop an action plan.
• Implement the suggested solution/action plan.
• Monitor the implementation of the solution/action plan.
• Evaluate the implemented solution.
• Formulate strategy
• Implement strategy
• Evaluate strategy
• NOTE: Steps can be in any order

1.3 Application/Discussion of problem solving steps

• identify the problem
• Acknowledge that there is a problem
• Identify the exact problem
• Break down the problem into smaller parts that are easier to solve separately
• Define the problem
• Name the problem by stating exactly what the problem is.
• Find different ways of defining the problem.
• Define the possible causes of the problem
• The nature of the problem must be precise.
• Gather as much information as possible to establish the cause of the problem.
• Identify alternative solutions
• Identify all different possible solutions
• Use creative thinking strategies to generate a wide range of solutions
• Focus on generating as many ways as possible through using creative thinking.
• Collect as many ideas as possible and find the best idea/decide on one strategy to follow.
• Evaluate alternative solutions
• Use critical evaluation and analytical skills to evaluate each solution.
• Consider the advantages and disadvantages of each alternative solution.
• Choose the best solution
• Set criteria for the best solution, in terms of aspects such as time/cost/risk involved
• Identify which solution will be used
• The best solution should match the size and the resources of the business.
• If the solution is not appropriate, the business should go back to defining the problem.
• Formulate/Develop an action plan/strategy
• Arrange the necessary resources and delegate tasks.
• Establish a timeline for implementation and set deadlines
• Implement the action plan
• Carry out the planned actions/solution.
• Communicate delegated tasks/deadlines to employees.
• Evaluate the solution/action plan
• Assess whether the problem has been solved partially or entirely
• Monitor/test the solution/action plan/strategy continuously.
• If problems emerge, they must recognize and re-formulate the problem for improved solutions in the future.

2. Problem-solving techniques

• Delphi technique
• Force field analysis
• Brainstorming
• Nominal group technique
• NOTE: You only need to focus on the above-mentioned problem solving techniques

2.1 Application of the problem-solving techniques

• Application of the Delphi technique
• Businesses must invite a panel of experts to research the complaints from customers.
• Experts do not have to be in one place and will be contacted individually.
• Design a questionnaire consisting of questions on how to improve the quality of their products and distribute it to the panel members/experts.
• Request the panel to individually respond to the questionnaire/suggest improve-ments to the products and return it to the business
• Summarise the responses from the experts in a feedback report.
• Send the feedback report and a second set of questions/questionnaire based on the feedback report to the panel members.
• Request panel members to provide further input/ideas on how to improve the quality of products after they have studied the results/documentation.
• Application of Force-Field Analysis
• Describe the current situation/problem and the desired situation.
• List all driving/pros and restraining/cons forces that will support and resist change.
• Allocate a score to each force using a numerical scale, where 1 is weak and 5 is strong.
• Weigh up the positives and negatives then decide if the project is viable.
• Choose the force with the highest score as the solution.
• If the project is viable, find ways to increase the forces for change.
• Identify priorities and develop an action plan.

2.1 Application of the problem-solving techniques

• Application of brainstorming
• State/Define the business problem clearly so that all participants/stakeholders understand the problem.
• Members state possible causes of the business problems.
• Set a time limit for each brainstorming session.
• Record/Write ideas down, where all participants can see them./Ideas may also be shared online during an E-brainstorming session.
• Use each suggestion, to inspire new thoughts/ideas.
• Do not judge/criticize/discuss the ideas, so that many ideas could be generated as quickly as possible.
• All members of the group randomly make suggestions.
• The group rates ideas according to their usefulness/success/difficulty/cost to implement.
• The group evaluates all ideas and combines similar ones/draw up a refined list.
• Application of the nominal group technique
• Encourage groups to clearly define the problem/to improve the quality of their products due to various complaints so that all the small groups can work on the same problem.
• The business must divide the employees into smaller groups.
• Request each employee to silently brainstorm /generate many ideas on his/her own, on how the quality of the product can be improved, and to write it down.
• Each employee in the small group has the opportunity to give one of his/her ideas/solutions with a short explanation.
• Appoint one employee to write the ideas/solutions on a large sheet of paper/ capture solutions electronically on the computer for all to see.
• Allow each employee to give a second solution until all possible solutions have been recorded.
• Encourage employees to ask clarity-seeking questions.

2.2 Impact of Delphi technique

• Impact of the Delphi technique
• Positives/Advantages
• Businesses may use a group of experts without bringing them together.
• The experts will give the business clear ideas/solutions on how to improve on productivity/profitability.
• Information received from experts can be used to solve complex business problems.
• Experts may give honest/credible opinions as they do not have a direct/personal interest in the business.
• Conflict may be avoided especially if all employees are knowledgeable and well qualified.
• Negatives/Disadvantages
• It is an expensive technique to use due to high administrative costs.
• Not all experts are willing/interested to give feedback/complete questionnaires.
• Some experts might not have an in-depth knowledge of certain topics.
• Experts' suggestions may not be considered by some employees so consensus may not be reached.
• May be time consuming/complicated to analyse data received from experts.

3. CREATIVE THINKING

• Meaning of creative thinking
• Creative thinking is the ability to think of original and innovative ideas.
• It focuses on exploring ideas/generating possibilities and looking for many answers.
• Advantages/Benefits of creative thinking in the workplace
• Better/Unique/Unconventional ideas/solutions are generated.
• Complex business problems may be solved.
• Improves motivation amongst staff members.
• Management/employees may keep up with fast-changing technology.
• Creativity may lead to new inventions which improve the general standard of living.
• May give the business a competitive advantage if unusual/unique solutions/ ideas/strategies are implemented.
• Productivity increases as management/employees may quickly generate multiple ideas which utilize time and money more effectively.
• Managers/Employees have more confidence as they can live up to their full potential.
• Managers will be better leaders as they will be able to handle/manage change(s) positively and creatively.
• Managers/Employees can develop a completely new outlook, which may be applied to any task(s) they may do.

4. Ways in which a business can create an environment that stimulates/promote creative thinking

• Encourage alternative ways of working/doing things.
• Encourage staff to come up with new ideas/opinions/solutions.
• Respond enthusiastically to all ideas and never let anyone feel less important.
• Place suggestion boxes around the workplace and keep communication channels open for new ideas
• Emphasize the importance of creative thinking to ensure that all staff knows that management wants to hear their ideas.
• Make time for brainstorming sessions to generate new ideas, e.g. regular workshops/ generate more ideas/build on one another's ideas.