PROBLEM SOLVING

Most people spend more time and energy going around problems than in trying to

solve them.”

Good problem solving skills empower managers in their professional and personal lives. Good problem solving skills seldom come naturally; they are consciously learnt and nurtured. The repertoire of good problem solving skills includes:

• developing creative and innovative solutions;

• developing practical solutions;

• showing independence and initiative in identifying problems and solving

them;

• applying a range of strategies to problem-solving;

• applying problem-solving strategies across a range of areas;

What is a Problem?

1. A problem is an opportunity for improvement. “Every problem has a gift for you in its hands,” says Richard Bach. Someone coined the word “probortunity” – an acronym combining the words “problem” and “opportunity”. A probortunity is a reminder to look at problems as possible opportunities. An optimist looks at challenging or problematic events as potential opportunities for improvement. He is seen always seeking answers

for the questions such as:

• Is there more than one probortunity?

• Is it my personal probortunity? Is it the organization’s probortunity?

• Is it an actual probortunity or just an annoyance?

• Is this the real probortunity, or merely a symptom of a larger one?

2. A problem is the difference between the actual state and desired state. A

problem could also be the result of the knowledge that there is a gap between the actual and desired or ideal state of objectives. Clarity of the problem is determined by the clarity of the knowledge of what precisely one wants and what one has. Greater clarity of the problem helps in finding a better and effective solution.

3. A problem results from the recognition of a present imperfect and the belief in the possibility of a better future. The belief that one’s hopes can be achieved will give one the will to aim towards a better future. Hopes challenge one’s potential, and challenge is another definition of a problem. When confronted with a problem, according to Robert Harris (“Introduction to Problem Solving”), people are likely to adopt either of the two approaches – spot it or mop it.

1. Stop It

A stop-it approach seeks to solve a problem, so that the problem no longer exists. Its

three forms are prevention, elimination, and reduction.

• Prevent It. Preventing a problem from occurring or recurring is the most ideal solution. The prevention approach is often a difficult one to apply because it requires predictive foresight (“this might be a problem someday if we don’t act now”). For example, by preventing a cold, or an automobile accident, one can avoid the need to deal any further with a problem or its effects.

• Eliminate It. Eliminating a problem once and for all is also an ideal way of attacking a problem. If a tank were leaking, an elimination solution would be to plug/seal or otherwise repair the leak, the cause of the problem. To solve by

eliminating should be considered in nearly every problem situation.

• Reduce It. The magnitude of any problem can be lessened by reducing its size. Suppose the tank is leaking and a repair (an elimination-solution) is not possible until a day or two later. The problem could be reduced by turning off the incoming water. Without line pressure on the tank, the leak would slow down;

that would be better than a full force leak.

2. Mop It

A mop-it approach focuses on the effects of a problem. Instead of treating the leak itself, the water on the floor is mopped up - the effects of the problem.

• Treat It. Here the damage caused by the problem is repaired or treated. The water on the floor is mopped up and the damaged floor is fixed. But, it should be noted that: (1) by itself a treat-it solution is not going to be nearly as effective as some form of stop-it solution and (2) treat-it solutions are often needed in addition to an elimination or reduction form of solution.

• Tolerate It. In this form of mop-it approach, the effects of the problem are put up with. In the leaky water example, one might install a drain in the floor, or waterproof the floor. The effects are taken for granted and measures are taken to endure them.

• Redirect It. Here the problem is deflected. Sometimes the problem will simply be redefined as not a problem. It is hard to think of a legitimate redirection for the leaking water problem, but suppose that the leak is small and the floor is not being damaged. One might say, “Well, I need the humidity; the leak is actually a good thing.” It should be remembered that a problem is a problem only when someone defines it as such. Managers must take cognizance of the fact that problem solving is an ongoing activity.

Prof. Jeff Malpas (“Problem solving for Managers”) says: “No problem is ever totally solved. Every problem has a solution, but every solution with it brings a new problem. Some well-known management techniques emphasize the idea of continuous improvement and successful problem-solving is seen as part of such continuous

improvement.” Managers should know that problem-solving is less a matter of continuous improvement as of continuous adjustment. Every solution will have unintended consequences. Every effective system gives rise to friction and failure. Good management and effective problem-solving depend upon a willingness to adapt to the situation and recognize the ongoing and partial character of all attempts to manage or to solve.

Just ask ‘Why?’

Sometimes, as we look for approaches to creative thinking, we forget that many of the

most powerful techniques are also the simplest... Leonardo da Vinci, one of the most creative thinkers in history, says of his inspiration: “I roamed the countryside searching for answers to things I did not understand. Why shells exist on the tops of mountains along with imprints of plants usually found in the sea. Why thunder lasts longer than that which causes it. How circles of water form around the spot which has been struck by a stone. And how a bird suspends itself in the air. Questions like these engaged my thought throughout my life”. It is easy to forget, as we rush through our lives, that curiosity is an essential foundation for creativity.

Look around the world, keep asking ‘Why?’ and ‘Why not?’, and you will soon see new opportunities.