problem solving & decision making skills

Presentation by GSG

Problem Solving

&

Decision Making Skills

What do

you see ?

Problems

Problems

Problems

Problems

Problems

Problems Problems

Problems Problems

Problems Problems

Problems Problems

Problems Problems

Problems Problems

Problems

Problems

Problems

Problems

Problems

Problems

Problems Problems

Problems

Problems

Problems

Problems

Problems

So What is a

For example you need urgent cash of Rupees One Lakh.

Expectation 1,00,000

Reality

Initial Gap

(Cash on Hand 5,000)

(Loan from Friends 10,000)

Gap

(Loan from Bank 25,000)

Gap

(Pledge Jewels 40,000)

Gap = 20,000 is the

problem

Problem Solving & Decision Making

A Problem can be defined as :

“ A perceived gap between the

desired state and actual state”.

(Expectation versus Reality)

Some more examples

You have to complete the project within next 10 days.

For achieving this target, you need atleast 60 manpower,

whereas the available manpower is only 45. So the gap

of 15 manpower is the problem here.

You are on the way to the railway station, to catch up a

train leaving at 05.30 PM. It is already 5 PM & you are

struck in the traffic. It is likely to take 35 minutes to

reach the station. You are short of 5 minutes to catch the

train. Here the gap of 5 minutes is your problem.

Problem Solving Technique

So the problem solving technique involves the means

and ways of finding the solution by closing the gap.

Although many problems turn out to have several

solutions (the means to close the gap or correct the

deviation), difficulties arise where such means are either

not obvious or are not immediately available.

Reality Gap

Expectation

All problems have two features in common:

Goals Barriers

Goals

What is a Goal ?

Goals can be anything that you wish to achieve,

(or) where you want to be.

Goals may not be strictly measurable or

tangible..

Example :

If you are hungry, then your goal is to eat something.

Barriers

What is a Barrier ?

Barriers are the obstacles that prevent the achievement of

goals in problem solving.

If there are no barriers in the way of achieving a goal, then

there would be no problem.

Following previous example;

If you feel hungry, then your goal is to eat.

A barrier to this may be that you have no food available.

You may take a trip to the supermarket and buy some food,

removing the barrier and thus solve the problem.

Basic Questions to ask in defining the Problem

(Regardless of the technique used)

• Who is causing the

problem?

• Who says this is a problem?

• Who are impacted by this

problem?

Who What Where

When Why How

• What will happen if this

problem is not solved?

• What are the symptoms?

• What are the impacts?

• Where does this problem

occur?

• Where does this problem

have an impact?

• When does this problem

occur?

• When did this problem

first start occurring?

• Why is this problem

occurring?

• Why?

• Why?

• How should the process

or system work?

• How are people currently

handling the problem?

Stages of Problem Solving

Effective problem solving

usually involves working

through a number of steps

or stages.

Stage 1 : Identifying the Problem

Stage 2 : Structuring the Problem

Stage 3 : Looking for Possible Solutions

Stage 4 : Making a Decision

Stage 5 : Implementation

Stage 6 : Monitoring / Seeking Feedback

Stages of Problem Solving :

Stage 1

Stage 1 : Identifying the Problem

Looking at the problem in terms of goals and

barriers can offer an effective way of defining

many problems.

Besides it helps in splitting bigger problems into

smaller ones or manageable sub-problems.

Sometimes it will become apparent that what

seems to be a single problem, is more of a series

of sub-problems.

Stage 1 : Identifying the Problem (Examples)

GOAL BARRIER

Tell a friend that we find

something he does is

irritating and he need to

change his behaviour.

I don't want to hurt his feelings.

Buy a new computer. I'm not sure about the make,

model, price etc.;

Set up a new business. I don't know where to start.

(I want to...) (But…)

Stage 1 : Identifying the Problem

Let us take the following problem:

“I have been offered a job, but I don't have the transport to

get there and I don't have enough money to buy a car.”

Main Problem

"I want to take a job”

Sub Problem - 1

“But I don't have transport to get there”

Sub Problem - 2

“And I don't have enough money to buy a car”

We shall break this into Main and Sub-Problems

Stage 2 : Structuring the Problem

Structuring the problem is all about gaining

more information about the problem and

increasing its understanding.

This means, observe the nature of the

problem, collect more details and getting a

clear picture of the problem.

Stage 2 : Structuring the Problem

First, the facts need to be checked.

Problem

“I want to take a job, but I

don’t have the transport to

get there and also I don’t

have enough money to

buy a car.”

Checking Facts

Do I really want a job?

Do I really have no access

to transport?

Can I really not afford to

buy a car?

Stage 2 : Structuring the Problem

Following this example

Goal Barrier 1 Barrier 2

Take the job No transport No money

By looking at all the relationship between the key elements, it

appears that the problem is more about how to achieve any one of

three things i.e ;

Job, Transport or Money

Because solving one of the sub-problems will in turn,

solve the others.

Brainstorming:

It is the common

technique used

for generating a

large number of

ideas quickly.

While it can be

done individually,

it is more often

practiced in

groups.

Convergent

thinking:

It is the

subsequent

process of

narrowing

down the

possibilities to

'converge' on

the most

appropriate

form of action.

Divergent

Thinking:

It is the process

of recalling

possible

solutions based

on the past

experiences, or

inventing new

solutions.

Stage 3 : Possible Solutions:

Questioning

Assumptions:

P.S. Decisions

runs into

difficulties

when it is

based on the

wrong

assumptions.

So listing out

all assumptions

is a good

starting point.

In the same example :

Problem

‘I want to take a job, but I don’t have the transport to

get there and I don’t have enough money to buy a car.’

Order in which barriers need to be solved

1. "Do I need to drive to work?"

2. "Do I need money to buy a car?"

3. "Do I want a job?”

Stage - 4

Stage 4 : Making a Decision

This is the most complex part of the problem solving

process. Following the previous steps, it is now time to

look at each potential solution and carefully analyse it.

Some solutions may not be practically possible, due to

other problems. (Like :- time constraints, financial,

resources, materials, or other issues).

It is important at this stage to also consider what might

happen if nothing was done to solve the problem.

Sometimes trying to solve a problem may lead to many

more problems and as such it requires creative thinking

and innovative ideas.

Decision Making

Train Track

and

Children

- A Case Study

The story given here is quite interesting

and really gives us an insight into…….

" Decision Making "

In a small town, there are two

railway tracks crossing, out of

which one track is in use while the

other is disused.

A group of children are playing

on the tracks that is in use.

Decision Making

Only one child is

playing on the

disused track.

Decision Making The train is coming, and you are just beside the track

of interchange.

Now you have to decide whether to change the track

of the train.

Decision Making

You can make the train change its course to the

disused track and save most of the kids.

Decision Making

However, that would also mean

the lone child playing in the

disused track would be

sacrificed.

(Or)

Would you rather let the train

go on its way?

Let's take a pause to think what

kind of decision we could make

on this ......

Analyse the situation !

Think and reflect…….

Decided your answer ?

Now … go ahead

Decision Making

Many people might choose to divert the course of the

train, and sacrifice only one child.

To save many children at the expense of only one

child is a rational decision of most people might take,

morally and emotionally.

Decision Making

But, have you ever thought that the child had in fact

made the right decision to play at a safe place?

It is pity that the child had to be sacrificed because of its

friends who chose to play where the danger was.

Decision Making

This kind of dilemma happens around us everyday.

While we are all aware that life is full of tough decisions

that need to be made, we may not realize that;

“ Hasty decisions may not always be the right one”.

Decision Making

To make the proper decision is not try to change the

course of the train because the kids playing on the

operational track should have known very well that track

Is still in use, and that they should run away if they hear

the train's siren.

Moreover, the disused track was not in use, probably

because it was not safe. If the train is diverted to this

track, we could put the lives of all passengers on board

at stake!

Decision Making

If the train is diverted, that lone child would definitely die

because she never thought the train could come over to

that track!

And in your attempt to save a few kids by sacrificing one

child, you might end up sacrificing hundreds of people

inside the train to save few kids.

So the right decision is not try to change the course of

the track and allow the train to go in its regular track

which is in use.

Remember that

“What's right isn't always popular”

and

“What's popular isn't always right.“

Everybody makes mistakes;

That's why they put erasers on pencils.

Timing of

Decision Making

Timing of

Decision Making

Timing of Decision Making

Delay is a tactic of slowing down a decision-making

process in order to maintain the status quo.

Decision making dilemmas can arise, because

errors may result either from deciding too soon or

from delaying decisions too long.

Delay in decision making can result in lost

opportunities and sometimes can be deadly too.

Case Study -2

Boiling Frog Theory

Put a frog in a vessel of

water and start heating the

water slowly.

As the temperature of the

water increases, the frog is

able to adjust its body

temperature accordingly...

The frog keeps on adjusting

its body with increase in

temperature..

Decision Making

Just when the water is

about to reach boiling

point, the frog is not able

to adjust anymore...

At that point the frog

decides to jump out...

Loosing Strength

The frog tries to jump but

is unable to do so, because

it has lost all its energy &

strength in adjusting with

the rising temperature of

the water.

Soon the frog dies.

What killed the frog?

What killed the frog?

Many of us would say the

boiling water...

But the truth is that what killed

the frog was its own inability

to decide when it has to jump

out…..

When to Jump ?

We all need to adjust with people and situations,

but we need to be sure when we need to adjust and

when we need to face.

There are times when we need to face the situation

and take the appropriate action...

If we allow people to exploit us physically, mentally,

emotionally, financially or by any other means, they

will continue to do so. So we have to decide when

to jump.

Stage - 5

Stage 5 : Implementation:

This stage involves accepting and carrying out

the chosen course of action.

Implementation means acting on the chosen

solution to the problem.

During implementation stage, more problems

may arise especially if identification or

structuring of the original problem was not

carried out fully.

Stage - 6

Stage 5 : Monitoring/Seeking Feedback:

The final stage of problem solving is concerned

with checking that the process was successful.

This can be achieved by monitoring and gaining

feedback from people affected by any changes

that occurred.

It is good practice to keep a record of outcomes

and any additional problems that occurred.

Do you think, every problem have solutions ?

If so, try this Case ….

Many years ago, a Law teacher came across a student who

was willing to learn but was unable to pay the fees.

The student struck a deal saying, "I will pay your fee, the

day I win my first case in the court".

Teacher agreed with the deal and the student proceeded

with the law course. When the course was finished and

teacher started pestering the student to pay up the fee, the

student reminded him of the deal and pushed days.

Fed up with this, the teacher decided to sue the student in

the court of law and both of them decided to argue the

case for themselves.

Legal Problem

The teacher put forward his argument saying:

"If I win this case, as per the court of law, the

student has to pay me, as the case is about his

non-payment of dues.

And if I lose the case, the student will still pay

me because he would have won his first case...

So either way I will get the money".

The Battle ?

Equally brilliant, the student argued back saying:

"If I win the case, as per the court of law, I don't

have to pay anything to the teacher as the case is

about my non-payment of dues.

And if I lose the case, I don't have to pay him

because I haven't won my first case yet....

So either way, I am not going to pay the teacher

anything".

Now the Counter Attack ?

This is one of the greatest paradoxes ever recorded.

This is part of ancient Greek history.

This is known as Protagoras's Paradox.

The lawyer teacher was Protagoras (485-415 BC) and the

student was Euthalos.

The most interesting part - this is still debated (even

today) in law schools as a logic problem!

Paradox

" I am confused".. What about you ?

To Conclude

Problem Solving & Decision Making are two important

management functions.

In this competitive world, organization can exist, when

the correct and appropriate decisions are made in time.

Avoiding decisions often seems easier because almost

any decision involves some conflicts or dissatisfaction.

Yet, making your own decisions and accepting the

consequences is the only way to stay in control of time,

success, and your life.