1) The document discusses different approaches to problem solving including the creative, rational, and soft system approaches. 2) It notes that the rational approach is not often used on its own as it benefits from incorporating the creative approach. However, a purely creative approach can also be dangerous if discipline is not applied. 3) The soft system approach requires understanding complex systems but can provide a holistic view of problems. The best approach depends on factors like the problem, individuals involved, organizational culture, and environment.

1. Chapter 2: Approaches to problem
solving and the stages involved
By Sounay Phothisane

2. Different approach to problem solving
The creative approach
• Have you ever say something like
‘That’s a really clever/new/elegant idea
– it’s so simple! If only I could think like
that…”
• Creative Problem-Solving process
(CPS)
– Used in group settings, improves
communication skills and team work
– Open and Supportive group climate in
order to think and say “strange things”

3. Different approach to problem solving
• The rational (logical) approach
– Stage to stage analysis, letting our
thoughts and logical analysis dictate our
way.
– This is appropriate of proceeding, but
we often forget the importance choice
of starting point.
– Before solving, we need evaluate,
examined and formulate assumptions so
the problem solved will be on the right
track

4. Different approach to problem solving
• The Soft system approach
– Problems today are complex and
interrelated (interconnected to each
other) which leads us to tackle the
situation as a whole
– We need to “model” in its all
complexity – taking a holistic view.
– Soft system approach helps us
improve problem situation by
building abstract system model

5. Which Approach?
• Logical approach is not often used because it will
benefit from the creative approach
• A purely creative approach is sometimes dangerous
and we can get hooked and shy away from disciplines
to develop and implement the idea
• Soft system approach requires understanding and
experience of various systems concept and it is
debatable
– The question is, which one? It all depends on your
systematic problem solving strategy. Ex: Individuals,
Organizational culture, Conditions, Environment…
– Can we be the people who can solve or it must be those
engineers or geniuses?

6. Systematic Innovation
• There is a myth that innovation is
relied on the genius in the
industries. They are born to be
innovation experts thus other
people who do not have this genius
can only follow instead of innovate.
This myth has been proved to be
wrong. In fact, most people have
hidden genius. People can be trained
to equip with some techniques to
become innovative. Systematic
Innovation (SI) is a guided approach
to train engineers, managers to
become creative idea generators.

7. Why we need creativity in all problem
solving
• We live in a rapidly changing world, creativity
is important because:
– Inadequacies of logical thinking gives less insight
– Provides the means in coping with fast pace of
change
– Gain competitive edge
– An increasing number of problem have a few or
no precedents.
– Vital asset in leadership role

8. Choosing a problem-solving approach
• Machine Problems Vs Problem approach
– A Machine is ill defined, we may not know
precisely what the cause. If we did, we would not
have a machine problem
– We might have a replacement problem-part problem
– Work-rescheduling problem
– Logical/rational approach like Kepner-Tregoe (KT)
problem solving strategy known as “Probabilistic
Replacement”

9. Machine Problems Vs Problem
approach
• Kepner-Tregoe (KT): What is “Probabilistic
Replacement”
– Assuming that the cause is the most likely one and
replace the supposed faulty part, then if that does
not do it, you move on to the next most likely
cause.

10. Ex: Zenith Engineering Ltd: a ‘machine’
problem?
• A new machine bought recently by
Zenith Engineering Ltd is not
performing up to specification. It
will not shape the thickness of
alloy used to the desired level of
precision. On contacting the
designer of the machine, Zenith
Engineering Ltd were told that
their problem was due to the fact
that they were expecting the new
machine to do something for which
it was never intended, so what did
they expect?

11. Solution?
• We know that:
– Zenith Engineering has a machine problem
– Found possible cause which has verified by the designer
• Machine or People problem? It is people problem!
• Problem Descriptions people problem:
– How do we encourage the designer to work with us to modify the
machine to deal with the necessary alloy thickness?
– How could we persuade our customers to accept the slight reshaping
of our product that is necessary with the new machine?
– How do we redesign our product to use either the same alloy only
thinner, or a ‘softer’ alloy of the same thickness so that the machine
can cope with it?
– How do we persuade the machine’s supplier to exchange it for a more
powerful variant of offering us recompense for the bad advice
received?

12. Innovation?
• Do we require a particular innovation solution to
our problem situation? Such might be the case if
our problem could be stated as:
– How can we ‘invent’ a new range of
products/services?
– How can we improve an existing product/service to
make it more appealing to our customers?
• If innovation is paramount in our consideration, then we
should adopt creative approach “Brain Storming”
– Brainstorming is still useful technique for acquiring large numbers
of conceptually simple ideas: Product names, adding values to
existing product.

13. Innovation?
• Brainstorming: Idea Development
– Sometimes the problem situation is likely to
require considerable development of an idea
before it becomes a possible solution
– Ex: How can we increase our revenue from
tourism without spoiling the environment?
• Attract only rich tourist? It has possibilities but we may
have some concerns. It needs developing before we can
judge whether it is possible solution or not! ( are there
any other ways to overcome those concerns?)