Problem Solving & Decision Making Skills
-
Upload
suresh-gopal -
Category
Leadership & Management
-
view
415 -
download
25
Transcript of Problem Solving & Decision Making Skills
Presentation by GSG
Problem Solving
&
Decision Making Skills
What do
you see ?
Problems
Problems
Problems
Problems
Problems
Problems Problems
Problems Problems
Problems Problems
Problems Problems
Problems Problems
Problems Problems
Problems
Problems
Problems
Problems
Problems
Problems
Problems Problems
Problems
Problems
Problems
Problems
Problems
So What is a
For example you need urgent cash of Rupees One Lakh.
Expectation 1,00,000
Reality
Initial Gap
(Cash on Hand 5,000)
(Loan from Friends 10,000)
Gap
(Loan from Bank 25,000)
Gap
(Pledge Jewels 40,000)
Gap = 20,000 is the
problem
Problem Solving & Decision Making
A Problem can be defined as :
“ A perceived gap between the
desired state and actual state”.
(Expectation versus Reality)
Some more examples
You have to complete the project within next 10 days.
For achieving this target, you need atleast 60 manpower,
whereas the available manpower is only 45. So the gap
of 15 manpower is the problem here.
You are on the way to the railway station, to catch up a
train leaving at 05.30 PM. It is already 5 PM & you are
struck in the traffic. It is likely to take 35 minutes to
reach the station. You are short of 5 minutes to catch the
train. Here the gap of 5 minutes is your problem.
Problem Solving Technique
So the problem solving technique involves the means
and ways of finding the solution by closing the gap.
Although many problems turn out to have several
solutions (the means to close the gap or correct the
deviation), difficulties arise where such means are either
not obvious or are not immediately available.
Reality Gap
Expectation
All problems have two features in common:
Goals Barriers
Goals
What is a Goal ?
Goals can be anything that you wish to achieve,
(or) where you want to be.
Goals may not be strictly measurable or
tangible..
Example :
If you are hungry, then your goal is to eat something.
Barriers
What is a Barrier ?
Barriers are the obstacles that prevent the achievement of
goals in problem solving.
If there are no barriers in the way of achieving a goal, then
there would be no problem.
Following previous example;
If you feel hungry, then your goal is to eat.
A barrier to this may be that you have no food available.
You may take a trip to the supermarket and buy some food,
removing the barrier and thus solve the problem.
Basic Questions to ask in defining the Problem
(Regardless of the technique used)
• Who is causing the
problem?
• Who says this is a problem?
• Who are impacted by this
problem?
Who What Where
When Why How
• What will happen if this
problem is not solved?
• What are the symptoms?
• What are the impacts?
• Where does this problem
occur?
• Where does this problem
have an impact?
• When does this problem
occur?
• When did this problem
first start occurring?
• Why is this problem
occurring?
• Why?
• Why?
• How should the process
or system work?
• How are people currently
handling the problem?
Stages of Problem Solving
Effective problem solving
usually involves working
through a number of steps
or stages.
Stage 1 : Identifying the Problem
Stage 2 : Structuring the Problem
Stage 3 : Looking for Possible Solutions
Stage 4 : Making a Decision
Stage 5 : Implementation
Stage 6 : Monitoring / Seeking Feedback
Stages of Problem Solving :
Stage 1
Stage 1 : Identifying the Problem
Looking at the problem in terms of goals and
barriers can offer an effective way of defining
many problems.
Besides it helps in splitting bigger problems into
smaller ones or manageable sub-problems.
Sometimes it will become apparent that what
seems to be a single problem, is more of a series
of sub-problems.
Stage 1 : Identifying the Problem (Examples)
GOAL BARRIER
Tell a friend that we find
something he does is
irritating and he need to
change his behaviour.
I don't want to hurt his feelings.
Buy a new computer. I'm not sure about the make,
model, price etc.;
Set up a new business. I don't know where to start.
(I want to...) (But…)
Stage 1 : Identifying the Problem
Let us take the following problem:
“I have been offered a job, but I don't have the transport to
get there and I don't have enough money to buy a car.”
Main Problem
"I want to take a job”
Sub Problem - 1
“But I don't have transport to get there”
Sub Problem - 2
“And I don't have enough money to buy a car”
We shall break this into Main and Sub-Problems
Stage 2 : Structuring the Problem
Structuring the problem is all about gaining
more information about the problem and
increasing its understanding.
This means, observe the nature of the
problem, collect more details and getting a
clear picture of the problem.
Stage 2 : Structuring the Problem
First, the facts need to be checked.
Problem
“I want to take a job, but I
don’t have the transport to
get there and also I don’t
have enough money to
buy a car.”
Checking Facts
Do I really want a job?
Do I really have no access
to transport?
Can I really not afford to
buy a car?
Stage 2 : Structuring the Problem
Following this example
Goal Barrier 1 Barrier 2
Take the job No transport No money
By looking at all the relationship between the key elements, it
appears that the problem is more about how to achieve any one of
three things i.e ;
Job, Transport or Money
Because solving one of the sub-problems will in turn,
solve the others.
Brainstorming:
It is the common
technique used
for generating a
large number of
ideas quickly.
While it can be
done individually,
it is more often
practiced in
groups.
Convergent
thinking:
It is the
subsequent
process of
narrowing
down the
possibilities to
'converge' on
the most
appropriate
form of action.
Divergent
Thinking:
It is the process
of recalling
possible
solutions based
on the past
experiences, or
inventing new
solutions.
Stage 3 : Possible Solutions:
Questioning
Assumptions:
P.S. Decisions
runs into
difficulties
when it is
based on the
wrong
assumptions.
So listing out
all assumptions
is a good
starting point.
In the same example :
Problem
‘I want to take a job, but I don’t have the transport to
get there and I don’t have enough money to buy a car.’
Order in which barriers need to be solved
1. "Do I need to drive to work?"
2. "Do I need money to buy a car?"
3. "Do I want a job?”
Stage - 4
Stage 4 : Making a Decision
This is the most complex part of the problem solving
process. Following the previous steps, it is now time to
look at each potential solution and carefully analyse it.
Some solutions may not be practically possible, due to
other problems. (Like :- time constraints, financial,
resources, materials, or other issues).
It is important at this stage to also consider what might
happen if nothing was done to solve the problem.
Sometimes trying to solve a problem may lead to many
more problems and as such it requires creative thinking
and innovative ideas.
Decision Making
Train Track
and
Children
- A Case Study
The story given here is quite interesting
and really gives us an insight into…….
" Decision Making "
In a small town, there are two
railway tracks crossing, out of
which one track is in use while the
other is disused.
A group of children are playing
on the tracks that is in use.
Decision Making
Only one child is
playing on the
disused track.
Decision Making The train is coming, and you are just beside the track
of interchange.
Now you have to decide whether to change the track
of the train.
Decision Making
You can make the train change its course to the
disused track and save most of the kids.
Decision Making
However, that would also mean
the lone child playing in the
disused track would be
sacrificed.
(Or)
Would you rather let the train
go on its way?
Let's take a pause to think what
kind of decision we could make
on this ......
Analyse the situation !
Think and reflect…….
Decided your answer ?
Now … go ahead
Decision Making
Many people might choose to divert the course of the
train, and sacrifice only one child.
To save many children at the expense of only one
child is a rational decision of most people might take,
morally and emotionally.
Decision Making
But, have you ever thought that the child had in fact
made the right decision to play at a safe place?
It is pity that the child had to be sacrificed because of its
friends who chose to play where the danger was.
Decision Making
This kind of dilemma happens around us everyday.
While we are all aware that life is full of tough decisions
that need to be made, we may not realize that;
“ Hasty decisions may not always be the right one”.
Decision Making
To make the proper decision is not try to change the
course of the train because the kids playing on the
operational track should have known very well that track
Is still in use, and that they should run away if they hear
the train's siren.
Moreover, the disused track was not in use, probably
because it was not safe. If the train is diverted to this
track, we could put the lives of all passengers on board
at stake!
Decision Making
If the train is diverted, that lone child would definitely die
because she never thought the train could come over to
that track!
And in your attempt to save a few kids by sacrificing one
child, you might end up sacrificing hundreds of people
inside the train to save few kids.
So the right decision is not try to change the course of
the track and allow the train to go in its regular track
which is in use.
Remember that
“What's right isn't always popular”
and
“What's popular isn't always right.“
Everybody makes mistakes;
That's why they put erasers on pencils.
Timing of
Decision Making
Timing of
Decision Making
Timing of Decision Making
Delay is a tactic of slowing down a decision-making
process in order to maintain the status quo.
Decision making dilemmas can arise, because
errors may result either from deciding too soon or
from delaying decisions too long.
Delay in decision making can result in lost
opportunities and sometimes can be deadly too.
Case Study -2
Boiling Frog Theory
Put a frog in a vessel of
water and start heating the
water slowly.
As the temperature of the
water increases, the frog is
able to adjust its body
temperature accordingly...
The frog keeps on adjusting
its body with increase in
temperature..
Decision Making
Just when the water is
about to reach boiling
point, the frog is not able
to adjust anymore...
At that point the frog
decides to jump out...
Loosing Strength
The frog tries to jump but
is unable to do so, because
it has lost all its energy &
strength in adjusting with
the rising temperature of
the water.
Soon the frog dies.
What killed the frog?
What killed the frog?
Many of us would say the
boiling water...
But the truth is that what killed
the frog was its own inability
to decide when it has to jump
out…..
When to Jump ?
We all need to adjust with people and situations,
but we need to be sure when we need to adjust and
when we need to face.
There are times when we need to face the situation
and take the appropriate action...
If we allow people to exploit us physically, mentally,
emotionally, financially or by any other means, they
will continue to do so. So we have to decide when
to jump.
Stage - 5
Stage 5 : Implementation:
This stage involves accepting and carrying out
the chosen course of action.
Implementation means acting on the chosen
solution to the problem.
During implementation stage, more problems
may arise especially if identification or
structuring of the original problem was not
carried out fully.
Stage - 6
Stage 5 : Monitoring/Seeking Feedback:
The final stage of problem solving is concerned
with checking that the process was successful.
This can be achieved by monitoring and gaining
feedback from people affected by any changes
that occurred.
It is good practice to keep a record of outcomes
and any additional problems that occurred.
Do you think, every problem have solutions ?
If so, try this Case ….
Many years ago, a Law teacher came across a student who
was willing to learn but was unable to pay the fees.
The student struck a deal saying, "I will pay your fee, the
day I win my first case in the court".
Teacher agreed with the deal and the student proceeded
with the law course. When the course was finished and
teacher started pestering the student to pay up the fee, the
student reminded him of the deal and pushed days.
Fed up with this, the teacher decided to sue the student in
the court of law and both of them decided to argue the
case for themselves.
Legal Problem
The teacher put forward his argument saying:
"If I win this case, as per the court of law, the
student has to pay me, as the case is about his
non-payment of dues.
And if I lose the case, the student will still pay
me because he would have won his first case...
So either way I will get the money".
The Battle ?
Equally brilliant, the student argued back saying:
"If I win the case, as per the court of law, I don't
have to pay anything to the teacher as the case is
about my non-payment of dues.
And if I lose the case, I don't have to pay him
because I haven't won my first case yet....
So either way, I am not going to pay the teacher
anything".
Now the Counter Attack ?
This is one of the greatest paradoxes ever recorded.
This is part of ancient Greek history.
This is known as Protagoras's Paradox.
The lawyer teacher was Protagoras (485-415 BC) and the
student was Euthalos.
The most interesting part - this is still debated (even
today) in law schools as a logic problem!
Paradox
" I am confused".. What about you ?
To Conclude
Problem Solving & Decision Making are two important
management functions.
In this competitive world, organization can exist, when
the correct and appropriate decisions are made in time.
Avoiding decisions often seems easier because almost
any decision involves some conflicts or dissatisfaction.
Yet, making your own decisions and accepting the
consequences is the only way to stay in control of time,
success, and your life.