Problem

Solving/Decisi
on Making
actual = desired

Problem
 The Rational
Problem-Solving Process

1. Problem Awareness

2. Problem Definition
3. Decision Making
4. Action Plan Implementation

5. Follow-Through
 Problem Awareness

1. Establish trust
 Types of Trust
★ Emotional
★ Reliability
Emotional Trust
Never intentionally
misrepresent my point of
view to other people

Don’t break confidences

 Reliability
★ Carry out promises
★ Show up for appointments
★ Return money lent
 Overall Trust
★ Fair play
★ Desire to listen
★ Truth
 Levels of Trust
★ High trust - give and take
spontaneously
★ Low trust - give and take, but
watch each other carefully
★ Trust bankruptcy - get them
before they get you
How to Build Trust

★ Communication
★ Support
★ Fairness
 Problem Awareness

1. Establish trust

2. Clarify objectives
 Purpose for Setting
Objectives
1. Clear documented statement -
what to accomplish
2. Basis for measuring performance
3. Positive motivation to achieve goals
4. Increased likelihood of getting there
 Qualities of Good Objectives
★
★
Acceptable
Flexible
Specific
★ Measurable Measurable
Suitable
Achievable
★
★ Understandable
★ Achievable Realistic
★ Realistic
Time bound
 Problem Awareness

1. Establish trust

2. Clarify objectives
3. Assess the current situation
Assess the Current Situation

What Situation
How People
Are our goals being met?
 Problem Awareness

1. Establish trust

2. Clarify objectives
3. Assess the current situation
4. Identify problems
Types of Problems
★ Routine
★ Unique
 Problem Definition

1. Analyze problems
 Four Major Causes of
Problems
★ Manpower - people
★ Methods
★ Machine
★ Material
 Sources of Pertinent
Information
★ Observations
★ Discussions
★ Surveys,Focus groups
★ Published Materials
 Problem Definition

1. Analyze problems

2. Agree on problems to be solved

 Problem
Statement
 Combine:

Why with
In What Ways Might
We (IWWMW)
Question: Why do we want to reduce
employee accidents?

Answer: To protect employees from

physical harm

Redefine: IWWMW protect employees

from physical harm?
Question: Why do we want to protect
employees from physical
harm?

Answer: So that they may be able to

perform their jobs

Redefine: IWWMW help workers

perform their jobs?
Question: Why do we want to help
employees perform their
jobs?

Answer: To increase company profits

profit

Redefine: IWWMW increase company

profits?
Question: Why do we want to improve
quality?

Answer: To make our company

more
competitive?

Redefine: IWWMW make NFL more

competitive?
A problem well
stated is half
solved

John Dewey
 Decision Making

1. Establish decision-making criteria

 Decision-Making
Criteria
★ Specific,
Measurable, and
Attainable
★ Complementary
★ Ethical
★ Acceptable
 Decision Making

1. Establish decision-making criteria

2. Develop action alternatives

3. Evaluate alternatives
Evaluate Benefits and Risks
★ Certainty
★ Known risk
★ Turbulence
 Decision Making

1. Establish decision-making criteria

2. Develop action alternatives

3. Evaluate alternatives
4. Decide on a plan
 Decide on a Plan
★Perfect Rationality
★Bounded Rationality

– Satisficing
– Optimizing
 Action Plan Implementation

1. Assign tasks & responsibilities

2. Establish an implementation schedule

3. Reinforce commitment

4. Activate the Plan

Action Plan Implementation
★ Who
★ Where
★ When
★ Withwhom
★ What Resources
★ Potential Problems
 Follow-Through

1. Establish criteria for success

2. Determine how to measure performance

3. Monitor the results
4. Take corrective action
 Ethical Decision Making
★ Ethical Behavior
★ Ethical Reasoning
★ Ethical Dilemma
 Moral Principles
★ Utilitarianism
★ Rights
★ Justice
 Individual Decision
Styles
Information Use:
# of
Alternatives: Satisficer Optimizer

Unifocus Decisive Hierarchic

Multifocus Flexible Integrative

 Degrees of Participation
★ Autocratic
★ Consultative
★ Group
 Criteria for Participation
★ Quality

★Time