UNIT 4: CREATIVE THINKING AND
The steps of problem solving
PROBLEM SOLVING
1. IDENTIFY THE PROBLEM
•Recognize that there is a problem before it
TROUBLESHOOTING can be solved.
Businesses often have to operate in a •Get information and suggestions from
challenging business environment and may everyone who may be affected to identify
experience many challenges. Businesses the exact problem
need to have mechanisms in place to help
them work through these problems, by 2. DEFINE THE PROBLEM
gathering the facts needed to overcome a
•Gain a deeper understanding of the nature
specific challenge, or by considering
of the problem
several alternatives before deciding on the
best solution to the problem. •Gather as much information as possible to
determine the cause of the problem.
Differences between decision- •Define all the possible causes of the
making and problem-solving problem.
Decision-making Problem solving
• Decision-making • Problems can be 3. IDENTIFY ALTERNATIVE SOLUTIONS
is often done by solved by a
one person/senior group/team or an •Identify different possible solutions by
management. This individual team using a problem-solving technique such as
makes decision- member. This brainstorming or the Nominal Group
making more makes problem Technique
authoritative. solving more
inclusive. •Decide what the best possible solution(s)
• The person/senior • The group/team to the problem could be
management will will
consider several generate/identify
4. EVALUATE ALTERNATIVE SOLUTIONS
alternatives before various solutions
deciding on the and then critically • Use critical evaluation and analytical skills
best one. evaluate each one.
to evaluate each solution
• This process is • This process of • Consider the advantages and
part of the analyzing a disadvantages of each alternative solution
problem-solving situation will help
cycle because the group/team
decisions must be identify strategies 5. CHOOSE THE BEST SOLUTION
made at each step that will bring
of the cycle. about change. •Set criteria for the best solution, taking
into account aspects such as time, cost and
The steps of problem solving and risk involved
their application •Get consensus or identify which solution
will be used
Due to the many challenges that
•The best solution must match the size and
businesses face in complex business
resources of the business
environments, they need to know how to
apply the steps of problem solving when •If there is no clear solution, the business
faced with a challenge. should go back to the first step, i.e.,
identifying the problem
, • The business should invite a panel of
experts to conduct research on the
6. FORMULATE/DEVELOP AN ACTION challenges they face.
PLAN/STRATEGY
• Experts do not need to be in one place
•Arrange the necessary resources and and will be contacted individually.
delegate tasks
• A questionnaire consisting of questions to
•Set a timeline for implementation and collect information from the experts
establish deadlines. regarding the challenges of the business
should be designed.
7. IMPLEMENT THE ACTION PLAN
• The experts will then be requested to
•Execute the planned actions to solve the complete the questionnaire and return it.
problem
• The business should then summarize the
•Communicate delegated tasks and/or experts' responses by compiling a feedback
deadlines to all employees report.
8. EVALUATE THE IMPLEMENTED Positive impact of the Delphi
SOLUTION/ACTION PLAN technique
•Evaluate/Assess whether the problem has • Business can use a group of
been partially or completely solved. experts/experts without bringing them
together.
•Monitor the solution and action plan
continuously using the appropriate tests. • The experts will give the business clear
ideas or solutions on how to improve
•If problems arise, reformulate the problem
productivity and/or profitability.
for improved solutions in the future
• Information received from experts can be
Problem-solving techniques used to solve complex business problems.
There are several problem-solving • Experts can give honest, credible opinions
techniques that businesses can apply to because they do not have a direct or
solve complex business problems. personal interest in the business.
Problem solving techniques: Negative impact of the Delphi
• Delphi technique• Force field analysis•
technique
Brainstorming• Nominal group technique
• It is an expensive technique to use
Delphi technique because of the high administrative costs.
Businesses use the Delphi technique to • It can be time-consuming and
reach a consensus on future trends and complicated to analyze data received from
projections by using a systematic process experts/experts and to design new
of information gathering. The technique is questionnaires.
useful where the opinions and judgment of
experts are needed. The Delphi technique • Not all experts are willing or interested in
is usually conducted through providing feedback or completing
questionnaires. questionnaires.
• If the experts are not selected well, some
experts may not have a deeper knowledge
Ways in which the business can of certain topics.
apply the Delphi technique
The steps of problem solving
PROBLEM SOLVING
1. IDENTIFY THE PROBLEM
•Recognize that there is a problem before it
TROUBLESHOOTING can be solved.
Businesses often have to operate in a •Get information and suggestions from
challenging business environment and may everyone who may be affected to identify
experience many challenges. Businesses the exact problem
need to have mechanisms in place to help
them work through these problems, by 2. DEFINE THE PROBLEM
gathering the facts needed to overcome a
•Gain a deeper understanding of the nature
specific challenge, or by considering
of the problem
several alternatives before deciding on the
best solution to the problem. •Gather as much information as possible to
determine the cause of the problem.
Differences between decision- •Define all the possible causes of the
making and problem-solving problem.
Decision-making Problem solving
• Decision-making • Problems can be 3. IDENTIFY ALTERNATIVE SOLUTIONS
is often done by solved by a
one person/senior group/team or an •Identify different possible solutions by
management. This individual team using a problem-solving technique such as
makes decision- member. This brainstorming or the Nominal Group
making more makes problem Technique
authoritative. solving more
inclusive. •Decide what the best possible solution(s)
• The person/senior • The group/team to the problem could be
management will will
consider several generate/identify
4. EVALUATE ALTERNATIVE SOLUTIONS
alternatives before various solutions
deciding on the and then critically • Use critical evaluation and analytical skills
best one. evaluate each one.
to evaluate each solution
• This process is • This process of • Consider the advantages and
part of the analyzing a disadvantages of each alternative solution
problem-solving situation will help
cycle because the group/team
decisions must be identify strategies 5. CHOOSE THE BEST SOLUTION
made at each step that will bring
of the cycle. about change. •Set criteria for the best solution, taking
into account aspects such as time, cost and
The steps of problem solving and risk involved
their application •Get consensus or identify which solution
will be used
Due to the many challenges that
•The best solution must match the size and
businesses face in complex business
resources of the business
environments, they need to know how to
apply the steps of problem solving when •If there is no clear solution, the business
faced with a challenge. should go back to the first step, i.e.,
identifying the problem
, • The business should invite a panel of
experts to conduct research on the
6. FORMULATE/DEVELOP AN ACTION challenges they face.
PLAN/STRATEGY
• Experts do not need to be in one place
•Arrange the necessary resources and and will be contacted individually.
delegate tasks
• A questionnaire consisting of questions to
•Set a timeline for implementation and collect information from the experts
establish deadlines. regarding the challenges of the business
should be designed.
7. IMPLEMENT THE ACTION PLAN
• The experts will then be requested to
•Execute the planned actions to solve the complete the questionnaire and return it.
problem
• The business should then summarize the
•Communicate delegated tasks and/or experts' responses by compiling a feedback
deadlines to all employees report.
8. EVALUATE THE IMPLEMENTED Positive impact of the Delphi
SOLUTION/ACTION PLAN technique
•Evaluate/Assess whether the problem has • Business can use a group of
been partially or completely solved. experts/experts without bringing them
together.
•Monitor the solution and action plan
continuously using the appropriate tests. • The experts will give the business clear
ideas or solutions on how to improve
•If problems arise, reformulate the problem
productivity and/or profitability.
for improved solutions in the future
• Information received from experts can be
Problem-solving techniques used to solve complex business problems.
There are several problem-solving • Experts can give honest, credible opinions
techniques that businesses can apply to because they do not have a direct or
solve complex business problems. personal interest in the business.
Problem solving techniques: Negative impact of the Delphi
• Delphi technique• Force field analysis•
technique
Brainstorming• Nominal group technique
• It is an expensive technique to use
Delphi technique because of the high administrative costs.
Businesses use the Delphi technique to • It can be time-consuming and
reach a consensus on future trends and complicated to analyze data received from
projections by using a systematic process experts/experts and to design new
of information gathering. The technique is questionnaires.
useful where the opinions and judgment of
experts are needed. The Delphi technique • Not all experts are willing or interested in
is usually conducted through providing feedback or completing
questionnaires. questionnaires.
• If the experts are not selected well, some
experts may not have a deeper knowledge
Ways in which the business can of certain topics.
apply the Delphi technique
