Creative Problem SolvingCorporate Training Materials

Module One: Getting Started

In the past few decades, psychologists and business people alike have discovered that successful problem solvers tend to use the same type of process to identify and implement the solutions to their problems. This process works for any kind of problem, large or small.

This workshop will give participants an overview of the entire creative problem solving process, as well as key problem solving tools that they can use every day.

No problem can withstand the assault of sustained thinking.

Voltaire

Workshop Objectives

• Understand problems and the creative problem solving process• Identify types of information to gather and key questions to ask in problem solving • Identify the importance of defining a problem correctly• Identify and use four different problem definition tools• Write concrete problem statements• Use basic brainstorming tools to generate ideas for solutions• Use idea generating tools, such as affinity diagrams, word chaining, the box method, the

six thinking hats, and the blink method• Evaluate potential solutions against criteria, including cost/benefit analysis and group

voting• Perform a final analysis to select a solution• Understand the roles that fact and intuition play in selecting a solution• Understand the need to refine the shortlist and re-refine it• Understand how to identify the tasks and resources necessary to implement solutions• Evaluate and adapt solutions to reality• Follow up with solution implementation to celebrate successes and identify improvements

Module Two: The Problem Solving Method

To begin, let’s look at the creative problem solving process. In this module, we will define “problem” and other situations that lend themselves to the creative problem solving process. We will introduce the concept of solving problems using a creative process. The approach we use in this course includes six steps, which are also introduced in this module.

Every problem has in it the seeds of its own solution. If you don’t have any problems, you don’t get any seeds.

Norman Vincent Peale

What is a Problem?

The Random House Unabridged Dictionary includes several definitions for the word “problem.” The definitions that we are most concerned with while learning about the creative problem solving process are:

•“any question or matter involving doubt, uncertainty, or difficulty,” and•“a question proposed for solution or discussion.”

What is Creative Problem Solving?

• The creative problem solving process involves creativity. The problem solvers come up with solutions that are innovative, rather than obtaining help to learn the answers or implementing standard procedures.

• The creative problem solving process is at work anytime you identify solutions that have value or that somehow improve a situation for someone.

What are the Steps in the Creative Solving Process?

1. Information Gathering, or understanding more about the problem before proceeding

2. Problem Definition, or making sure you understand the correct problem before proceeding

3. Generating Possible Solutions using various tools4. Analyzing Possible Solutions, or determining the effectiveness of

possible solutions before proceeding5. Selecting the Best Solution(s)6. Planning the Next Course of Action (Next Steps), or implementing

the solution(s)

Module Three: Information Gathering

The first step in the creative problem solving process is to gather information about the problem. In order to effectively solve the correct problem, you need to know as much about it as possible. In this module, we will explore different types of information, key questions, and different methods used to gather information.

For having lived long, I have experienced many instances of being obliged, by better information or fuller consideration, to change opinions, even on important subjects, which I once thought right but found to be otherwise.

Benjamin Franklin

Understanding Types of Information

There are many different types of information. The following list includes information you will need to consider when beginning the creative problem solving process:

•Fact•Opinion•Opinionated Fact•Concept•Assumption•Procedure•Process•Principle

Identifying Key Questions

Here are some examples of more specific questions:•Who initially defined the problem?•What is the desired state?•What extent is the roof being damaged?•Where is the water coming from?•When did the employee finish his training?•How can we increase our market share?•Which equipment is working?

Methods of Gathering Information

When gathering information about a problem, there are several different methods you can use. No one method is better than another. The method depends on the problem and other circumstances. Here are some of the ways you can collect information about a problem:

•Conduct interviews.•Identify and study statistics.•Send questionnaires out to employees, customers, or other people concerned with the problem.•Conduct technical experiments.•Observe the procedures or processes in question first hand.•Create focus groups to discuss the problem.

Module Four: Problem Definition

The next step in the creative problem solving process is to identify the problem. This module will explore why problem solvers need to clearly define the problem. It also introduces several tools to use when defining a problem and writing a problem statement.

No problem can be solved until it is reduced to some simple form. The changing of a vague difficulty into a specific, concrete form is a very essential element in thinking.

J. P. Morgan

Defining the Problem

Four tools to use in defining the problem are:1.Determining where the problem originated2.Defining the present state and the desired state3.Stating and restating the problem4.Analyzing the problem

You may not use all of these tools to help define a problem. Different tools lend themselves to some kinds of problems better than other kinds.

Determining Where the Problem Originated

Successful problem solvers get to the root of the problem by interviewing or questioning anyone who might know something useful about the problem. Ask questions about the problem, including questions that:

•Clarify the situation•Challenge assumptions about the problem•Determine possible reasons and evidence•Explore different perspectives concerning the problem•Ask more about the original question

Defining the Present State and the Desired State

When using this tool, you write a statement of the situation as it currently exists. Then you write a statement of where what you would like the situation to look like. The desired state should include concrete details and should not contain any information about possible causes or solutions. Refine the descriptions for each state until the concerns and needs identified in the present state are addressed in the desired state.

Stating and Restating the Problem

• Place emphasis on different words in the statement and ask questions about each emphasis.

• Replace one word in the statement with a substitute that explicitly defines the word to reframe the problem.

• Rephrase the statement with positives instead of negatives or negatives instead of positives to obtain an opposite problem.

• Add or change words that indicate quantity or time, such as always, never, sometimes, every, none or some.

• Identify any persuasive or opinionated words in the statement. Replace or eliminate them.

• Try drawing a picture of the problem or writing the problem as an equation.

Analyzing the Problem

When the cause of the problem is not known, such as in troubleshooting operations, you can look at the what, where, who, and extent of the problem to help define it.

•What? - “What” questions help to identify the problem. •Where? - “Where” questions help to locate the problem. •When? - “When” questions help discover the timing of the problem. •Extent? – Questions that explore the magnitude of the problem.

Writing the Problem Statement

The problem statement should:•Include specific details about the problem, including who, what, when, where, and how•Address the scope of the problem to identify boundaries of what you can reasonably solve

The problem statement should not include:•Any mention of possible causes•Any potential solutions

Module Five: Preparing for Brainstorming

Before we learn ways to generate solutions in the problem solving process, we will prepare the way for creativity. This module introduces common mental blocks to productive brainstorming, as well as techniques for dealing with the mental blocks. It also presents some ideas for stimulating creativity.

No idea is so outlandish that it should not be considered with a searching but at the same time steady eye.

Winston Churchill

Identifying Mental Blocks

• Emotions: Emotional blocks can include anything from a fear of risk taking to a tendency to judge or approach the problem with a negative attitude.

• Distractions: Too much information, irrelevant information, or environmental distractions can prevent a productive brainstorming session.

• Assumptions: If problem solvers assume there is only one correct solution, they will be unable to generate additional ideas.

• Culture: Culture defines the way we live and limits the ideas we may generate or consider.

• Communication difficulties: If we cannot communicate our ideas in some way – speaking, writing, or pictures – these communication difficulties can block our progress in generating ideas.

Removing Mental Blocks

• The first technique is an attitude adjustment. • The next technique deals with risk taking. To remove emotional blocks

arising from a fear of failure, define the risk, then indicate why it is important.

• The next technique encourages you to break the rules. • The fourth technique is to allow imagination, feelings, and a sense of

humor to overcome a reliance on logic.• The fifth technique involves encouraging your creativity. We’ll look at

that in more detail in the next topic.

Stimulating Creativity

Here are some tips for creating a creative mental space to encourage productive brainstorming sessions.

•Go outside for a few minutes, especially for a nature walk or bike ride.• Change your perspective. Work on the floor or go to the park for you brainstorming session.•Breathe deeply. Especially when stressed, we tend to become shallow breathers.•Meditate. Focus intently on a candle flame or find another way to quiet your mind of all of your responsibilities and distractions. •Write in a journal. Write for 15-20 minutes in a spare notebook or plain paper.

Module Six: Generating Solutions (I)

It is important to generate as many solutions as possible before analyzing the solutions or trying to implement them. There are many different methods for generating solutions. This module begins with some ground rules for brainstorming sessions. Then it presents several idea-generating techniques, including free-association style brainstorming, brainwriting, mind mapping, and Duncker Diagrams.

Imagination is more important than knowledge.

Albert Einstein

Brainstorming Basics

• Some of the ideas will not be good. If you start analyzing the ideas while you are generating them, the creative process will quickly come to a halt, and you may miss out on some great ideas.

• Allow creativity and imagination to take over in this phase of the process. The next rule for brainstorming is to come up with the wildest, most imaginative solutions to your problem that you can.

• Finally, use early ideas as springboards to other ideas. This is called “piggybacking” and is the next rule for brainstorming.

• Basic brainstorming is a free-association session of coming up with ideas.

Brain writing and Mind Mapping

• Brainwriting is similar to free-association brainstorming, except that it is conducted in silence. This method encourages participants to pay closer attention to the ideas of others and piggyback on those ideas.

• Mind mapping is another method of generating ideas on paper, but can be conducted alone. The problem solver starts by writing one main idea in the center of the paper. Write additional ideas around the sheet of paper, circling the idea and connecting the ideas with lines. This technique allows for representing non-linear relationships between ideas.

.

Duncker Diagrams

Quit Public Accounting

Make it okay to NOT Quit Public

AccountingGeneral Solutions

Find a new job

Take a leave of absence More

family timeLess Stress

Functional Solutions

Hire recruite

r

Specific Solutions

Start working at 5:00 am to finish by 5 pm

Cash in savings; win the lottery

Talk to partner about moving to industry

Take a long break in afternoon/evening to spend with family before working late

Module Seven: Generating Solutions (II)

This module presents additional tools and information to consider when generating solutions as part of the creative problem solving process.

If you find a good solution and become attached to it, the solution may become your next problem

Robert Anthony

The Morphological Matrix

The Morphological Matrix is a grid with several different columns. The problem solvers enter a specific attribute or issue about the item or problem at the top of each column. Then for each column, problem solvers generate a list of examples for that attribute. Once there are many different ideas in the columns, the solutions can be combined strategically or randomly. While some combinations naturally are incompatible, problem solvers should not rule out ideas until they reach the analysis phase of the problem-solving process.

The Six Thinking Hats

• White hat – Facts and Information: This hat includes Information collected or identified as missing.

• Red Hat – Feelings and Emotion: This hat includes feelings, including gut reactions to ideas or items identified in another area.

• Black Hat – Critical Judgment: This hat includes details about obstacles to solving the problem or other negative connotations about an item or idea.

• Yellow Hat – Positive Judgment: This hat is the opposite of the black hat. It includes details about the benefits of an idea or issue, or thoughts about favoring an idea.

• Green Hat – Alternatives and Learning: This hat concerns ideas about new possibilities and thinking about implications rather than judgments.

• Blue Hat – The Big Picture: This hat serves as the facilitator of the group thinking process.

The Blink Method

• Malcolm Gladwell popularizes scientific research about the power of the adaptive unconscious in his book Blink: The Power of Thinking Without Thinking. Gladwell’s premise is that in an age of information overload, our decisions based on limited information are often as good as or better than decisions made with ample critical thinking.

• In the examples and research Gladwell presents, experts and average subjects alike are better able and happier with choices made through what he calls “thin-slicing,” or coming to a conclusion with limited information.

Module Eight: Analyzing Solutions

With many different solutions in hand, the problem solvers need to analyze those solutions to determine the effectiveness of each one. This module helps participants consider is the criteria or goals for solving the problem, as well as distinguishing between wants and needs. This module also introduces the cost/benefit analysis as a method of analyzing solutions.

When I’m working on a problem, I never think about beauty. I think only how to solve the problem. But when I have finished, if the solution is not beautiful, I know it is wrong.

R. Buckminster Fuller

Developing Criteria

When developing criteria that possible solutions to the problem should meet, also consider the following:

• Ask questions such as “Wouldn’t it be nice if...” • Think about what you want the solution to do or not

do.• Think about what values should be considered.

Analyzing Wants and Needs

• Needs are items the potential solution absolutely must meet. If the potential solution does not meet a need requirement, you can disregard it from further analyzing.

• Wants are nice to have items. You can provide a weight to each item to indicate its importance. For each potential solution, you can provide a rating for how well the solution addresses the selected want. Multiply the rating by the weight of the want to score the potential solution.

Using Cost/Benefit Analysis

• Cost – benefit analysis is a method of assigning a monetary value to the potential benefits of a solution and weighing those against the costs of implementing that solution.

• It is important to include ALL of the benefits and costs. This can be tricky, especially with intangible benefits (or costs). Some benefits or costs may be obvious, but others may take a little digging to uncover.

Module Nine: Selecting a Solution

In the previous step, you will have eliminated many of the possibilities. With a short list of possibilities, you can do a final analysis to come up with one or more of the best solutions to the problem. This module discusses that final analysis, as well as a tool for selecting a solution called Paired Comparison Analysis. It also discusses analyzing potential problems that may arise with a selected solution.

Again and again, the impossible problem is solved when we see that the problem is only a tough decision waiting to be made.

Robert H. Schuller

Doing a Final AnalysisFor each potential solution, you must weigh the

potential advantages and disadvantages. Consider the compatibility with your priorities and values. Consider how much risk the solution involves. Finally, consider the practicality of the solution. It may be helpful to create a map for each solution that addresses all of the relevant issues.

• Consider the potential results of each solution, both the immediate results and the long-term possibilities.

• In the final analysis, you will refine your shortlist and keep re-refining it until you determine the most effective solution.

Paired Comparison Analysis

• The Paired Comparison Analysis tool is a method of prioritizing a small number of workable solutions. The first step for using this tool is to list all of the possible solutions. Label each potential solution with a letter or number.

• Next, compare the solutions in pairs. Decide only between those two which solution is preferable. Assign a number to indicate the strength of the preference for each option.

• This first round continues two at a time until all of the solutions are ranked. Then all the ranks are added together to obtain a priority score for each item. The top score is the preferred solution.

Analyzing Potential Problems

• Brainstorm for potential problems related to the solution. Consider how likely potential problems might occur and how serious they are. These potential issues can then be evaluated as needs and wants along with the other criteria for evaluating the solution.

• Sometimes this analysis can uncover a potential hardship or opportunity that changes the criteria, problem definition, or other aspects of the problem solving process. Remember to be flexible and revisit the other stages of the process when necessary.

Module Ten: Planning Your Next Steps

Once you have selected one or more solutions to the problem, it is time to implement them. This module looks at identifying tasks and resources, and re-evaluating the solution and adapting as necessary.

Even if you’re on the right track, you’ll get run over if you just sit there.

Will Rogers

Identifying Tasks

• Brainstorm with people involved with the problem to determine the specific steps necessary to make the solution become a reality.

• While making that list, identify any tasks that are critical to the timing of the solution implementation.

• Critical tasks are items that will delay the entire implementation schedule if they are not completed on time.

Identifying Resources• Time: How will you schedule the project? When would you like the solution

completed?

• Personnel: Who will complete each identified task?

• Equipment: Is there any special equipment required to implement the task?

• Money: How much will the solution cost? Where will the money come from?

• Information: Is any additional information required to implement the solution?

Implementing, Evaluating, and Adapting• As part of the implementation process, you will also continue to

evaluate the solution(s). It is important to be flexible and adapt the solutions as necessary, based on the evaluation of the solution’s effectiveness at solving the problem.

• You may need to make adjustments to the plan as new information about the solution comes to light.

Module Eleven: Recording Lessons Learned

Once you have solved the problem successfully, it is time to apply what you have learned to make solving future problems easier.

The real problem is what to do with problem solvers after the problem is solved.

Gay Talese

Planning the Follow-Up Meeting

Here are some things to consider when planning this meeting:•Make sure you have a clear agenda for the meeting. •Make sure to invite all of the team members involved with the creative problem solving process and the solution implementation.•Consider the meeting arrangements.•Invite the participants in plenty of time, to make sure that all key members can be present for the meeting.

Celebrating Successes

• After the problem has been solved, take the time to celebrate the things that went well in the problem solving process.

• Alternatively, you can have a party or other form of celebration. A good activity just needs to help the team celebrate a job well done.

Identifying Improvements

Meeting with team members and stakeholders to identify improvements is a valuable exercise for several reasons.

• It ensures everyone is aware of the challenges encountered and what was done to resolve them.

• If something is learned from a mistake or failed endeavor, then the effort put into the task is not entirely wasted.

• Participants can apply these lessons to future problems and be more successful.

Module Twelve: Wrapping Up

Although this workshop is coming to a close, we hope that your journey to improve your creative problem solving skills is just beginning. Please take a moment to review and update your action plan. This will be a key tool to guide your progress in the days, weeks, months, and years to come. We wish you the best of luck on the rest of your travels!

The problem is not that there are problems. The problem is expecting otherwise and thinking that having problems is a problem.

Theodore Rubin

Words from the Wise

• John Foster Dulles: The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had last year.

• Henri Kaiser: Problems are only opportunities in work clothes.“

• Albert Einstein: The significant problems we face cannot be solved at the same level of thinking we were at when we created them.