9-1 copyright © 2005 prentice-hall chapter 9 creative problem solving management: a skills...

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Copyright © 2005 Prentice-Hall

Chapter 9Chapter 9Creative Problem SolvingCreative Problem Solving

Management: A Skills Approach, 2/eManagement: A Skills Approach, 2/eby Phillip L. Hunsakerby Phillip L. Hunsaker


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Learning ObjectivesLearning Objectives• Stimulate Creativity and Innovation• Apply the Five Steps of the Rational

Problem Solving Process• Appreciate the Value of Ethics in Decision

Making• Utilize the Strengths and Avoid the

Weaknesses of Groups in Solving Problems

• Apply Quality Management Tools for Problem Solving

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The Importance of Effective The Importance of Effective Problem SolvingProblem Solving

• Managerial success depends on making the right decisions at the right times.

• The Problem Solving Process Generates Creative Solutions to Problems.

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What is Problem Solving?What is Problem Solving?

The process of eliminating the discrepancy between actual and desired outcomes

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Decision MakingDecision Making

Selecting the best solution from among feasible alternatives

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The Rational Problem Solving ProcessThe Rational Problem Solving Process

Problem Awareness

Problem Definition

Decision Making

Action Plan Implementation

Follow-through

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Managers are alerted to problems by:

• Deviation from past experiences

• Deviation from set plan

• Communications from others

• Better performance by competitors

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Steps for Problem AwarenessSteps for Problem Awareness

• Establish Trust• Clarify Objectives• Assess the Current

Situation• Identify Problems

• Routine Problems• Nonroutine Problems• Flowcharts

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• Programmed Programmed decisionsdecisions – standard responses based on procedures that have been effective in the past

• Non-programmed Non-programmed decisionsdecisions – innovative solutions tailored to fit specific dilemmas

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Receiving Parts

Boxes damaged?

OK?

OK

Vendor QualityApproved?

To Final Assembly

Return parts

Take sample

Heat test

Continuity Test

Notify Carrier

Yes

Yes

Yes

No

No

No

No

Yes

FlowchartFlowchart

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Problem Definition ProcessProblem Definition Process• Analyze Problems

• Cause-and-Effect Diagram• Fishbone

• Agree on Problems to Be Solved

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Cause-and-Effect DiagramCause-and-Effect Diagram

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Major Causes Of Problems

Manpower

MaterialMachines

Methods

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Decision-Making ProcessDecision-Making Process• Establish Decision-Making Criteria

• Specific, Measurable, and Attainable• Complementary• Ethical• Acceptable

• Develop Action Alternatives

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Decision-Making Process Decision-Making Process [cont.][cont.]

• Evaluate Benefits and Risks of Alternatives• Certainty• Known Risk• Uncertainty• Turbulence

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Decision-Making Process Decision-Making Process [cont.][cont.]

• Perfect Rationality• Bounded Rationality• Satisficing

• Decide on a Plan

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Action Plan ImplementationAction Plan Implementation

• Assign Tasks and Responsibilities

• Establish an Implementation Schedule• Time line• Gantt Chart

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Gantt chartGantt chart

• Graphic planning and control method that breaks down a project into separate tasks and estimates the time needed for their completion

• Makes certain that all implementation tasks are considered in relation to each other and appropriate people are assigned

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Gantt ChartGantt Chart

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Follow-ThroughFollow-Through

• Establish Criteria for Measuring Success

• Monitor the Results• Take Corrective Action

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Degrees of Decision ParticipationDegrees of Decision Participation

• Autocratic• Consultative• Group

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Criteria for ParticipationCriteria for Participation

• Quality Requirements

• Acceptance Requirements

• Time Requirements

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Decision Tree for Decision Making ParticipationDecision Tree for Decision Making Participation

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• Advantages in Making Group Decisions Advantages in Making Group Decisions • Greater amounts of knowledge• More diverse viewpoints• Increased probability of acceptance • Better implementation

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• Disadvantages of Making Group Disadvantages of Making Group DecisionsDecisions• More Time Investment• Individual Agendas• Diffusion of Responsibility• Pressure to Conform

• Groupthink

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Characteristics of Managers Who Characteristics of Managers Who Generate CreativityGenerate Creativity• Absorb Risks• Can Live with Half-Developed Ideas• Stretch Normal Policies• Good Listeners• Don’t Dwell on Mistakes• Trust Their Intuition• Are Enthusiastic

and Invigorating

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• Promoting Creative Thinking in Organizations• Brainstorming• Nominal Group Technique• Delphi Technique• Group Decision Support Systems

Encouraging Creativity Encouraging Creativity

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9-1 copyright © 2005 prentice-hall chapter 9 creative problem solving management: a skills...

Documents

right decisions

implementation tasks

process cont

decision makingutilize

creative solutions

separate tasks

better performance

right times