osborn-parnes-creative-problem-solving-process英语教学课件

MGT561CreativeProblemSolvingOsborn-ParnesCreativeProblemSolvingProcessMess-findingFact-findingProblem-findingIdea-FindingSolution-findingAcceptance-findingFollow-up(myaddition)MGT561CreativeProblemSolvingMess-FindingMoraleDefectsTurnoverMGT561CreativeProblemSolvingMess-FindingAmessisasystemofproblemswhoseinteractionsarecomplicatedandnotclearlyunderstood.Takenasasystem,problemsdonotexistinisolation;eachaffectsthefateofthemessofwhichtheyareapart.Evans,1990MGT561CreativeProblemSolvingMess-FindingReactiveApproach:Observingunexpectedchangeinametric(e.g.dropinsales,increaseinrework).ProactiveApproach:Managersseekmesses—neverstoplookingforwaystoimprovethebusiness.Evans,1990MGT561CreativeProblemSolvingMess-FindingAcriticalaspectofmess-findingisidentifyingameasureofeffectiveness(MOE).MOEsareusedtofindouthowwellanexistingsystemworksandwhatitisworth.ChangeinanMOEcanshowthatamessexists.Example:percentageofon-timedeliveries.Evans,1990MGT561CreativeProblemSolvingMess-FindingToolsControlChartsIndicationofpossiblemessMGT561CreativeProblemSolvingAnotherMess-FindingToolGapAnalysisWhatSHOULDbeWhatACTUALLYisGapMGT561CreativeProblemSolvingFact-FindingMeasuresofEffectivenessObstaclesExistingModelsOrganization’sGoalsBasicIssuesMGT561CreativeProblemSolvingFact-FindingThepurposeoffact-findingistogatherasmuchinformationaspossibletoincreaseunderstandingaboutthemess.Fact-findinghelpsavoidprematureevaluationofthespecificproblemsentwinedinthemess.Focusisonmess–notsolutionsatthisstage.Evans,1990MGT561CreativeProblemSolvingFact-FindingVanGundy’sQuestionsforDiagnosingaMessWhatdoyouknowaboutthesituation?Whatwouldbebetterifyouresolvedthissituation?Whatwould beworse?3. Whatisthemajorobstaclefacingyouindealingwiththissituation?4. Whatpartsofthesituationarerelated?5. Whenisthesituationlikelytogetworse?Getbetter?MGT561CreativeProblemSolvingFact-FindingKepner&Tregoe’sQuestionsforDiagnosingaMessWhatisthedeviation(versuswhatitisnot)?Whendidthedeviationoccur(versuswhenitdidnotoccur)?Wheredidthedeviationoccur(versuswhereitdidnotoccur)?Towhatextentdidthedeviationoccur(versustowhatextentit didnotoccur?Whoisassociatedwiththedeviation(versuswhoisnotassociated withit)?MGT561CreativeProblemSolvingFact-Finding

SomeHelpfulToolsFlowChartsCheckSheetsSplitWrongColorTooLongMGT561CreativeProblemSolvingProblem-FindingMessProblemMGT561CreativeProblemSolvingProblem-FindingThedevelopmentofaproblemstatementfortherealproblem.Encompasses:ConditionsSymptomsCausesTriggeringeventsMGT561CreativeProblemSolvingProblem-FindingTypesoferrors:TypeI:Solvingaproblemthatdoesn’texist.TypeII:Failingtorecognizethataproblemexistsandthereforenotsolvingit.TypeIII:Solvingthewrongproblem.MGT561CreativeProblemSolvingProblem-FindingExampleofTypeIIIerror:Problemidentification:Nursesdonotsmileatpatients.Realproblem:Nurseshavewrongattitudesaboutpatients.MGT561CreativeProblemSolvingProblem-Finding

SomeHelpfulToolsParetoChartsDevil’sAdvocacyFive“Whys?”RootCauseAnalysisMGT561CreativeProblemSolvingIdea-FindingMGT561CreativeProblemSolvingIdea-FindingPurpose:Togeneratealternativeideasforsolutionstotheproblem.Themoreideasthebetter.Creativityisimportant.MGT561CreativeProblemSolvingIdea-Finding

SomeHelpfulToolsBrainstormingCause-and-EffectDiagramsMGT561CreativeProblemSolvingIdea-Finding

MoreHelpfulTools“Whatif?”questionsChangethewordingoftheproblemstatement.Representingtheprobleminadifferentform.MGT561CreativeProblemSolvingSolution-FindingTimeCostAcceptancePracticalityPerformanceNPVROIMGT561CreativeProblemSolvingSolution-FindingPurpose:Toselectthebestsolutionfromthealternativesidentifiedintheidea-findingstage.Criteriafor“best.”MGT561CreativeProblemSolvingAcceptance-FindingResourcesObstaclesPolicies“We’vealwaysdoneitthisway”“Thatwillneverworkhere”PlanRiskPowerTrustMGT561CreativeProbl