Problem Solving

We all solve problems on a daily basis, at work and in our day-to-day lives.  Some of the problems that are typically faced include

• Putting together an argument
• Dealing with an awkward customer
• Thinking about how you are going to manage your budget
• Working out why your printer won’t respond
• Developing a strategy to reach the next level of a computer game.

A fundamental part of every leader’s role is finding ways to solve them. So, being a confident problem solver is really important to your success. Much of that confidence comes from having a good process to use when approaching a problem. With one, you can solve problems quickly and effectively. Without one, your solutions may be ineffective, or you’ll get stuck and do nothing, with sometimes painful consequences.

Problem Types

Problems can also be classified into two different types (ill-defined and well-defined) from which appropriate solutions are to be made. Ill-defined problems are those that do not have clear goals, solution paths, or expected solution. Well-defined problems have specific goals, clearly defined solution paths, and clear expected solutions. These problems also allow for more initial planning than ill-defined problems. Being able to solve problems sometimes involves dealing with pragmatics (logic) and semantics (interpretation of the problem). The ability to understand what the goal of the problem is and what rules could be applied represent the key to solving the problem. Sometimes the problem requires some abstract thinking and coming up with a creative solution.

Problem Solving Steps

The steps in solving a problem, are

• Evaluating the problem – It involves
• Clarifying the nature of a problem
• Formulating questions
• Gathering information systematically
• Collating and organising data
• Condensing and summarising information
• Defining the desired objective
• Managing the problem – It involves
• Using the information gathered effectively
• Breaking down a problem into smaller, more manageable, parts
• Using techniques such as brainstorming and lateral thinking to consider options
• Analysing these options in greater depth
• Identifying steps that can be taken to achieve the objective
• Decision-making – It involves
• deciding between the possible options for what action to take
• deciding on further information to be gathered before taking action
• deciding on resources (time, funding, staff etc) to be allocated to this problem
• Resolving the problem – It involves
• Implementing action
• Providing information to other stakeholders; delegating tasks
• Reviewing progress
• Examining the results – It involves
• Monitoring the outcome of the action taken
• Reviewing the problem and problem-solving process to avoid similar situations in future

Problems can also be opportunities: they allow you to see things differently and to do things in a different way: perhaps to make a fresh start.

Example

Problem Solving Example 1

A large cosmetics company had a problem that some of the soap boxes coming off the production lines were empty. The problem was quickly isolated to the assembly line, which transported the packaged boxes of soap to the delivery department: some soap boxes went through the assembly line empty.

The management asked its engineers to solve the problem. They spent much time and money in devising an X-ray machine with high-res monitors manned by staff to watch all the boxes on the line to make sure they weren’t empty.

A workman hearing about this, came up with another solution. He got a powerful industrial fan and pointed it at the assembly line. As each soap box passed the fan, the empty boxes were blown off the line. Moral: the simplest solution is usually the best!

Problem Solving Example 2

You are driving in your two seater sports car on a wild, stormy night. You pass a bus stop, and you see three people waiting for the bus:

• An old lady who looks as if she is might die.
• An old friend who once saved your life.
• The perfect man/woman you have been dreaming about meeting for years.

Which one would you choose to offer a ride to, knowing that there is only room for one passenger in your car?  This is a moral dilemma question. Should you pick up the old lady? She is likely to die, and so you should save her first. Or you could take your old friend: he once saved your life, and this would be the perfect chance to pay him back. But then you may never be able to find your perfect dream lover again.

An apt answer will be: “I would give my car keys to my old friend, and let him take the lady to the hospital. I would stay behind and wait for the bus with the man / woman of my dreams!”

Problem-solving strategies

Problem-solving strategies are the steps that one would use to find the problem(s) that are in the way to getting to one’s own goal.

Blanchard-Fields looks at problem solving from one of two facets. We first look at those problems that only have one solution (like mathematical problems or fact-based questions) that are grounded in psychometric intelligence. Other is socio-emotional in nature and is unpredictable with answers that are constantly changing (like what’s your favorite color or what you should get someone for Christmas).

Techniques that are usually called problem-solving strategies

• Abstraction: solving the problem in a model of the system before applying it to the real system
• Analogy: using a solution that solves an analogous problem
• Brainstorming: (especially among groups of people) suggesting a large number of solutions or ideas and combining and developing them until an optimum solution is found
• Divide and conquer: breaking down a large, complex problem into smaller, solvable problems
• Hypothesis testing: assuming a possible explanation to the problem and trying to prove (or, in some contexts, disprove) the assumption
• Lateral thinking: approaching solutions indirectly and creatively
• Means-ends analysis: choosing an action at each step to move closer to the goal
• Method of focal objects: synthesizing seemingly non-matching characteristics of different objects into something new
• Morphological analysis: assessing the output and interactions of an entire system
• Proof: try to prove that the problem cannot be solved. The point where the proof fails will be the starting point for solving it
• Reduction: transforming the problem into another problem for which solutions exist
• Research: employing existing ideas or adapting existing solutions to similar problems
• Root cause analysis: identifying the cause of a problem
• Trial-and-error: testing possible solutions until the right one is found

Skills Needed

Solving these problems involves both analytical and creative skills. Which particular skills are needed will vary, depending on the problem and your role in the organisation, but the following skills are key to problem-solving:

• Analytical Ability
• Lateral Thinking
• Initiative
• Logical Reasoning
• Persistence

Analytical and critical thinking skills help you to evaluate the problem and to make decisions. A logical and methodical approach is best in some circumstances: for example, you will need to be able to draw on your academic or subject knowledge to identify solutions of a practical or technical nature.

In other situations, using creativity or lateral thinking will be necessary to come up with ideas for resolving the problem and find fresh approaches. Not everyone has these two types of skills in equal measure: for this reason, team working is often a key component in problem-solving. Further skills, such as communication, persuasion and negotiation, are important in finding solutions to problems involving people.

Developing problem-solving skills

Most problem-solving skills are developed through everyday life and experience. However, the following interests and activities may be useful in demonstrating a high level of these skills – this may be particularly important when applying to employers

• ‘Mind games’ such as cryptic crosswords, Sudoku, chess, bridge, etc
• Computer games – the best of these can involve strategic planning, critical and statistical analysis and assessing the pros and cons of different courses of action
• ‘Practical’ interests such as programming, computer repairs, car maintenance, or DIY
• Academic study: evaluating different sources of information