Problem Solving

After reading a few books about ‘creative thinking’ I came to one conclusion; it seems that at least one big part of creative thinking is to follow a certain process, i.e. you are requested to look at a challenge from different angles by following a certain sequence of questions or taking up different mental positions. That makes a lot of sense to me as nobody really seems to know exactly how to open the ‘little drawer’ in your brain which contains the ‘creative idea’. So, it is more like looking at the challenge from all sorts of different angles systematically creating a bigger chance that the right idea ‘pops up’. Discipline to go through this process, obviously combined with knowledge, is a good bet to be a good problem solver.

Here is my checklist. I suggest always follow the process, INDICATED BY THE NUMBERED HEADINGS EXPRESSED IN CAPITAL LETTERS. The text below the headlines are ‘mind-ticklers’. Look at them and some may cause you to come up with some ideas and some my not apply to your particular challenge, so pick and choose.

1. DESCRIBE SITUATION BY OBSERVABLE FACTS ONLY

2. DEFINE DESIRED OBJECTIVE
- Consider cost / time / quality / people. In business you, typically, work with limited
resources and one cannot always have the perfect solution, but need to settle for the
workable one.

3. INVESTIGATE & ASSEMBLE INFORMATION
- Which facts & figures are required before making a decision? Separate into ‘must
know’ & ‘like to know’.
- Can I guess the causes of problem, if yes, verify the logic?
- Can I interpret meanings; if yes, analyze the logic.
- Who can I consult, in particular people who may be affected by problem or have to
implement the solution?
- Is my source of information correct? - If in any doubt, verify information personally.

4. GENERATE SOLUTIONS
- Have a discussion or brainstorm.
- ‘Kidnap’ ideas and improve on them. My favorite example is : McDonalds serves their
customer within 60 seconds. You most likely work in a different industry, but it may
still be worth having a look at their systems if fast delivery is important to your
company.
- Think hard, if you can’t find a solution, take a break. Sometimes the challenge has to
‘simmer a bit’ in your subconscious mind.
- Seek outside advice.
- Ask reverse question - How to achieve the opposite?
- What can be replaced / combined / adapted / modified / improved / repaired / put to
better use / done / away with / reversed?

5. DECIDE BASED ON FACTS
- Narrow down by eliminating solutions which are easy to disqualify.
- Write down pro’s & con’s.
- How would you argue the logic to somebody disagreeing with that solution?
- Make a cost vs. benefit calculation.
- Evaluate risks. Ask yourself, how big is the chance of that risk happening?

6. VERIFY AGAINST FEELINGS
- Is solution in agreement with personal / company values? E.g. it is easy to make more
money by cheating on taxes, however that will certainly not be in line with the relevant
values.
- Is the selection made without prejudice? Prejudice normally works against the decision
maker as it means ‘labelling’ and often excluding optional good solutions without really
evaluating them.
- Don’t act on fear – Ask yourself, what would you do, if you would not be fearful?
- Check – Do you favor a solution (wrongly) for personal reasons, e.g. ‘It was my idea’,
‘Want to win’, ‘Best for me, not necessarily the team’, etc. etc

- Verify against your decision making mentality by looking at your past record. Are you generally too slow / fast / optimistic / pessimistic / detail orientated / soft / hard-nosed?

7. COMMUNICATE
- What was the problem?
- What is the decision?
- Who will be affected?
- When will it happen?
- What changes to expect?
- How and by whom it will be implemented?
- Key arguments why you chose this solution & other solutions didn’t make it.

8. IMPLEMENT & REVIEW
- Implementation plan
- Review date