Creative Problem SolvingCreative Problem SolvingBuddy D. RatnerBuddy D. Ratner

Based, in part, on: Fogler and LeBlanc, Based, in part, on: Fogler and LeBlanc, “Strategies for Creative“Strategies for Creative

ProblemProblem SolvingSolving,” Prentice Hall, 1995,” Prentice Hall, 1995A set of tools for:A set of tools for:

The 7 Habits of Highly Successful PeopleThe 7 Habits of Highly Successful People

Stephen R. Covey, Simon & Schuster, Inc., Stephen R. Covey, Simon & Schuster, Inc., 19891989

Be Proactive - take the initiativeBe Proactive - take the initiative Visualize the end from the start - know where Visualize the end from the start - know where

you’re goingyou’re going List prioritiesList priorities Think WIN/WINThink WIN/WIN Understand -- listen, listen, listen / learn, learn, Understand -- listen, listen, listen / learn, learn,

learnlearn Synergize -- make the whole more than the sum Synergize -- make the whole more than the sum

of the partsof the parts Personal RenewalPersonal Renewal

Effective problems solver develop a mind set Effective problems solver develop a mind set of effectivenessof effectiveness

Physical:Physical: exercise, nutrition, stress exercise, nutrition, stress managementmanagement

Mental:Mental: reading. Thinking reading. ThinkingSpiritual:Spiritual: value clarification, value clarification,

meditationmeditationSocial/Emotional:Social/Emotional: empathy, self- empathy, self-

esteemesteem

A Recommended Approach to Problem A Recommended Approach to Problem SolvingSolving

DefineDefineGenerate SolutionsGenerate SolutionsDecide a course of actionDecide a course of actionImplement itImplement itEvaluateEvaluate

Problem solving ?Problem solving ?

Two wilderness hikers chanced upon a fierce grizzly Two wilderness hikers chanced upon a fierce grizzly bear. bear.

One of them pulled his running shoes from his pack One of them pulled his running shoes from his pack and and

rapidly laced them up. His companion yelled in rapidly laced them up. His companion yelled in astonishment, astonishment,

““Are you crazy? You can’t outrun a bear.” Are you crazy? You can’t outrun a bear.” His reply as he took off down the trail, His reply as he took off down the trail, ““I don’t have to outrun the bear. I don’t have to outrun the bear. All I have to do is outrun you.”All I have to do is outrun you.”Defining the real Defining the real problemproblem. A difficult task! . A difficult task! DefineDefine

Investigate !!!!!!!!!!!!!!Investigate !!!!!!!!!!!!!!

A flowmeter was installed in a chemical plant to deliver a A flowmeter was installed in a chemical plant to deliver a highlyhighly

corrosive solution. After six months, the solution corroded thecorrosive solution. After six months, the solution corroded theflowmeter and the corrosive liquid leaked on the floor. The flowmeter and the corrosive liquid leaked on the floor. The

plantplantmanager instructed his engineers to find a flowmeter that manager instructed his engineers to find a flowmeter that

resistsresistscorrosion. An extensive search was carried out, both time-corrosion. An extensive search was carried out, both time-

consumingconsumingand expensive, with no success in finding the perfect and expensive, with no success in finding the perfect

flowmeter.flowmeter.The real The real problemproblem is preventing the flowmeter from leaking, is preventing the flowmeter from leaking,

The plantThe plantcrew finally decided that the flow meter leaks at six months. crew finally decided that the flow meter leaks at six months.

ReplaceReplaceit every four months.it every four months.

DefineDefineThe Problem (a “how to”):The Problem (a “how to”):

Know about your subject (read, collect data, Know about your subject (read, collect data, think)think)

Talk with others, especially expertsTalk with others, especially experts Expose yourself to the Expose yourself to the problemproblem -- firsthand -- firsthand Verify your findings -- are you sure you’ve Verify your findings -- are you sure you’ve

got the got the problemproblem?? Should the Should the problemproblem really be solved? really be solved? Gather more informationGather more information Hypothesize -- test the hypothesisHypothesize -- test the hypothesis Brainstorm -- come up with solution Brainstorm -- come up with solution

alternativesalternatives

Step 1. Collect and analyze information and Step 1. Collect and analyze information and datadata

Don't jump to conclusion - Start with a Don't jump to conclusion - Start with a open mind - Look at the big picture open mind - Look at the big picture

Learn as much as you can Determine Learn as much as you can Determine what information is missing and what what information is missing and what information is extraneous The information information is extraneous The information should be properly organized, analyzed, should be properly organized, analyzed, and presented Communicate using and presented Communicate using drawings, sketches, and graphs Display drawings, sketches, and graphs Display numerical or quantitative data graphically numerical or quantitative data graphically

Problem Definition TechniquesProblem Definition Techniques

The Case of the Dead Fish - Consider the case of a chemical plant that The Case of the Dead Fish - Consider the case of a chemical plant that discharges waste into a stream that flows into a relatively wide river. discharges waste into a stream that flows into a relatively wide river. Biologists monitored the river as an ecosystem and reported the Biologists monitored the river as an ecosystem and reported the following data of the number of dead fish in the river and the river following data of the number of dead fish in the river and the river level: level:

Graphs of the type shown above are called time plots and control Graphs of the type shown above are called time plots and control charts. charts.

The acceptable level of dead fish was exceeded on August 1 and 15. The acceptable level of dead fish was exceeded on August 1 and 15.

We discover that on July 29 there was a large amount of chemical We discover that on July 29 there was a large amount of chemical waste discharged into the river. Discharges of this size had not waste discharged into the river. Discharges of this size had not caused any problems in the past. caused any problems in the past.

There has been little rain and the water level in the river was low on There has been little rain and the water level in the river was low on August 1 August 1

Step 2. Talk with people familiar with the Step 2. Talk with people familiar with the problemproblem

Looking past the obvious Challenging the basic premise Asking for Looking past the obvious Challenging the basic premise Asking for clarification when you do not understand something clarification when you do not understand something Ask insightful Ask insightful questionsquestions

Seeking AdviceSeeking Advice

Here is a problem encountered by a major hotel a number of years Here is a problem encountered by a major hotel a number of years ago: this hotel had become very popular, the elevators were very ago: this hotel had become very popular, the elevators were very busy, and frequently caused backups in the lobby area. busy, and frequently caused backups in the lobby area.

Adding additional elevator shafts would require removal of a number Adding additional elevator shafts would require removal of a number of rooms and a significant loss of income. of rooms and a significant loss of income.

The doorman, overhearing their conversation, casually mentioned The doorman, overhearing their conversation, casually mentioned that it was too bad they couldn't just add an elevator on the outside that it was too bad they couldn't just add an elevator on the outside of the buildingof the building

A great idea! A great idea!

It occurred to the doorman because he was outside the building much of the It occurred to the doorman because he was outside the building much of the time, and that was his frame of reference. time, and that was his frame of reference.

Step 3. If at all possible, view the problem Step 3. If at all possible, view the problem first handfirst hand

You can see a lot by looking - Yogi Berra You can see a lot by looking - Yogi Berra You should not rely on other people's interpretations of the situation or You should not rely on other people's interpretations of the situation or

problem problem Go inspect the problem yourself Go inspect the problem yourself

In the mid 1970s a company completed a plant to produce a plastic In the mid 1970s a company completed a plant to produce a plastic product (PVC). The main piece of equipment was a large reactor with a product (PVC). The main piece of equipment was a large reactor with a cooling jacket through which water passed to keep the reactor cool. cooling jacket through which water passed to keep the reactor cool.

When the plant was started up, the plastic was dark, nonuniform, and way When the plant was started up, the plastic was dark, nonuniform, and way off design specifications. off design specifications.

The engineers in charge reviewed their design and refined their model and The engineers in charge reviewed their design and refined their model and calculations. However, the problem did not change calculations. However, the problem did not change

Finally after many days, one of the engineers decided to look into the Finally after many days, one of the engineers decided to look into the reactor. He found that a valve had been carelessly switched to the wrong reactor. He found that a valve had been carelessly switched to the wrong position. position.

Step 4. Confirm all findingsStep 4. Confirm all findings

Cross check and cross reference data, facts, and figures Cross check and cross reference data, facts, and figures Challenge assumptions and assertions Challenge assumptions and assertions

Boxright had installed a new process for recovering and Boxright had installed a new process for recovering and recycling their "cooking" chemicals used in the paper recycling their "cooking" chemicals used in the paper making process. making process.

After two years, the process had yet to operate correctly. After two years, the process had yet to operate correctly.

Courtland Construction was the supplier of the recycling Courtland Construction was the supplier of the recycling equipment. equipment.

Courtland presented data and information from an article in the Courtland presented data and information from an article in the engineering literature that they claimed proved Boxright was not engineering literature that they claimed proved Boxright was not operating the process correctly. operating the process correctly.

When Boxright analyzed this information in detail, it was When Boxright analyzed this information in detail, it was stated that the data would not be expected to apply to stated that the data would not be expected to apply to industrial-size equipment or processes. industrial-size equipment or processes.

Problem Definition TechniquesProblem Definition Techniques

Style1Style1Find out where the problem statement came Find out where the problem statement came

fromfrom NeverNever assume the problem statement is correct assume the problem statement is correct

Where did the problem originate? Who posed the problem statement Where did the problem originate? Who posed the problem statement in the first place? Can that person explain the reasoning as to how in the first place? Can that person explain the reasoning as to how they arrived at that particular problem statement? Are the reasoning they arrived at that particular problem statement? Are the reasoning and assumptions valid? Has that person considered the situation from and assumptions valid? Has that person considered the situation from a number of different viewpoints? Have you used the first four steps to a number of different viewpoints? Have you used the first four steps to gather information about the problem? gather information about the problem?

The Case of the Dead Fish The Case of the Dead Fish   The Situation: "The Situation: "Design a new waste treatment plant to reduce Design a new waste treatment plant to reduce

the toxic waste from the chemical plantthe toxic waste from the chemical plant" " Who Posed the Problem?Who Posed the Problem?

(company upper management's) (company upper management's) Can reasons for arriving at the problem statement be Can reasons for arriving at the problem statement be

explained?explained?(company wants to deflect negative press) (company wants to deflect negative press)

Are the assumptions valid?Are the assumptions valid?(company has decided to treat the symptoms) (company has decided to treat the symptoms)

Has sufficient data been collected?Has sufficient data been collected?(our engineer initiates his own investigation(our engineer initiates his own investigation

Style 2 Exploring the Problem Style 2 Exploring the Problem

Exploring the Problem Exploring the Problem    Identify All Available Information Identify All Available Information Recall or Learn Pertinent Theories and Fundamentals Recall or Learn Pertinent Theories and Fundamentals Collect Missing Information Collect Missing Information Solve a Simplified Version of the Problem to Obtain a "Ballpark" Solve a Simplified Version of the Problem to Obtain a "Ballpark"

Answer Answer Hypothesize and Visualize What Could Be Wrong with the Current Hypothesize and Visualize What Could Be Wrong with the Current

Situation Situation Brainstorm to Guess the Answer Brainstorm to Guess the Answer Recall Past or Related Problems and Experiences Recall Past or Related Problems and Experiences Describe or Sketch the Solution in a Qualitative Manner or Sketch Describe or Sketch the Solution in a Qualitative Manner or Sketch

Out a Pathway That Will Lead to the Solution Out a Pathway That Will Lead to the Solution Collect More Data and Information Collect More Data and Information After Using Some or All of the Activities Above, Write a Concise After Using Some or All of the Activities Above, Write a Concise

Statement Defining the Real ProblemStatement Defining the Real Problem

The Case of the Dead Fish The Case of the Dead Fish

The Case of the Dead Fish The Case of the Dead Fish    Our engineer initiates his own investigation Our engineer initiates his own investigation Identify Available Information - toxic discharge, river level Identify Available Information - toxic discharge, river level

low, large number of dead fish Learn Fundamentals - call low, large number of dead fish Learn Fundamentals - call biologist about what could kill fish Missing Information - a biologist about what could kill fish Missing Information - a fungus in nearby lakes could kill fish, temperature was fungus in nearby lakes could kill fish, temperature was quite high, fish dead up and down the river Hypothesis - quite high, fish dead up and down the river Hypothesis - Fish dying because of fungus not discharge More Fish dying because of fungus not discharge More Information - an examination of the fish concluded that Information - an examination of the fish concluded that they did die of a fungus not the discharge Define the they did die of a fungus not the discharge Define the Problem - Identify ways to cure infected fish and prevent Problem - Identify ways to cure infected fish and prevent healthy fish from being infected healthy fish from being infected

Style 3 Present State/Desired StateStyle 3 Present State/Desired State

"You can't get there from here" "You can't get there from here"

Present State/Desired State - help us verbalize where we are and Present State/Desired State - help us verbalize where we are and where we want to go. Present State statement should match the where we want to go. Present State statement should match the Desired State statement The Desired State should not contain Desired State statement The Desired State should not contain solutions to problems that are not in the Present State solutions to problems that are not in the Present State

The Situation: "The Situation: "During WWII, a number of aircraft were shot During WWII, a number of aircraft were shot down over Germany. Many of the planes that made it back down over Germany. Many of the planes that made it back safely to base were riddled with bullet and projectile holessafely to base were riddled with bullet and projectile holes..

Present StatePresent State Desired StateDesired State -Many bullets penetrating aircraft -Many bullets penetrating aircraft

Desired state -Fewer planes shot downDesired state -Fewer planes shot down

Present State- Many bullets penetrating aircraft Present State- Many bullets penetrating aircraft

Desired State -Fewer bullet holesDesired State -Fewer bullet holes

Style 4 -The Duncker Style 4 -The Duncker DiagramDiagram

The Duncker DiagramThe Duncker Diagram    The Duncker Diagram points out ways to solve the problem The Duncker Diagram points out ways to solve the problem

by making it OK not to reach the desired state. There are by making it OK not to reach the desired state. There are two General Solutions: two General Solutions:

1.1. Solutions that move from the present state to the desired Solutions that move from the present state to the desired statestate

2.2. Solutions that modify the desired state until it conforms to Solutions that modify the desired state until it conforms to the present state the present state

Functions Solutions are possible paths to the desired state Functions Solutions are possible paths to the desired state Specific Solutions implement the functional solutions Specific Solutions implement the functional solutions

Functional Solutions - What to do. Specific Solutions - How Functional Solutions - What to do. Specific Solutions - How to do it. to do it.

The Duncker diagramThe Duncker diagram

Kindergarten Cop Kindergarten Cop

The real problem was how to lower her The real problem was how to lower her stress at her workplace stress at her workplace

To Market to MarketTo Market to Market

# 4 Statement-Restatement # 4 Statement-Restatement "A problem well-stated is a problem half solved" "A problem well-stated is a problem half solved"

Similar to Present State/Desired State Restating the problem is Similar to Present State/Desired State Restating the problem is important to inject ideasimportant to inject ideas

Problem Statement TriggersProblem Statement Triggers

Vary the stress pattern-try placing emphasis on different Vary the stress pattern-try placing emphasis on different words and phrases. words and phrases.

Choose a term that has an explicit definition and substitute Choose a term that has an explicit definition and substitute the explicit definition in each place that the term appears. the explicit definition in each place that the term appears.

Make an opposite statement, change positives to negatives, Make an opposite statement, change positives to negatives, and vice versa. and vice versa.

Change "every" to "some," "always" to "sometimes," Change "every" to "some," "always" to "sometimes," "sometimes" to "never," and vice versa. "sometimes" to "never," and vice versa.

Replace "persuasive words" in the problem statement such Replace "persuasive words" in the problem statement such as "obviously," "clearly," and "certainly" with the argument as "obviously," "clearly," and "certainly" with the argument it is supposed to be replacing. it is supposed to be replacing.

Express words in the form of an equation or picture, and Express words in the form of an equation or picture, and vice versa. vice versa.

Style 5 - The Kepner-Tregoe (K.T.) methodStyle 5 - The Kepner-Tregoe (K.T.) method The Kepner-Tregoe (The Kepner-Tregoe (K.T.K.T.) method) method Problems are rated according to:Problems are rated according to: • • Timing (urgency)Timing (urgency) • • Trend (potential for growth or disaster)Trend (potential for growth or disaster) • • Impact (how serious; how will it affect others?)Impact (how serious; how will it affect others?)

High (H); Medium (M); Low (L)High (H); Medium (M); Low (L) Also, what type of K.T. to carry out?Also, what type of K.T. to carry out?

Problem analysis (PA); Problem analysis (PA); Decision analysis (DA);Decision analysis (DA); Potential Problem analysis (PPA)Potential Problem analysis (PPA)

Core Core K.T.K.T. ideas: ideas: Things were OK; they’re not now. What’s changed?Things were OK; they’re not now. What’s changed? Something distinguishesSomething distinguishes what is a what is a problemproblem and and what is not.what is not. Who was involved?Who was involved? Who was not?Who was not? Why was it important?Why was it important? Why is it unimportant?Why is it unimportant? How was the conclusion reached?How was the conclusion reached?

Key Tricks in Creative Problem SolvingKey Tricks in Creative Problem Solving

Key Tricks in Creative Problem SolvingKey Tricks in Creative Problem Solving Identify the Identify the problemproblem (the real (the real problemproblem)) Welcome new ideasWelcome new ideas Explore alternativesExplore alternatives - mind map- mind map - matrix- matrix Think dimensionally - quantify ideas on a line (vector)Think dimensionally - quantify ideas on a line (vector) Understand clearly -- be knowledgeable; avoid mistaken assumptionsUnderstand clearly -- be knowledgeable; avoid mistaken assumptions Group brainstorming (creativity is not necessarily a solo act)Group brainstorming (creativity is not necessarily a solo act) Understand people (E.Q.) (so many problems are with people)Understand people (E.Q.) (so many problems are with people) Review your goalsReview your goals Try “blanking” your mind for a few minutes (relax!)Try “blanking” your mind for a few minutes (relax!) Use these tools in any orderUse these tools in any order Take action...Take action... Does it solve the Does it solve the problemproblem?? Handling criticismHandling criticism (mostly from “Creative (mostly from “Creative ProblemProblem Solvers Toolbox”) Solvers Toolbox”)