Osborn-Parnes Creative Problem
Solving Process
1.
2.
3.
4.
5.
6.
7.
Mess-finding
Fact-finding
Problem-finding
Idea-Finding
Solution-finding
Acceptance-finding
Follow-up (my addition)
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Mess-Finding
Absenteeism
Morale
Turnover
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Mess-Finding
A mess is a system of problems whose
interactions are complicated and not
clearly understood.
Taken as a system, problems do not exist in
isolation; each affects the fate of the mess
of which they are a part.
Evans, 1990
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Mess-Finding
Reactive Approach: Observing unexpected
change in a metric (e.g. increase in
student tardiness, decrease in student
performance).
Proactive Approach: Administrators seek
messes—never stop looking for ways to
improve the operation.
Evans, 1990
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Mess-Finding
A critical aspect of mess-finding is identifying
a measure of effectiveness (MOE). MOEs
are used to find out how well an existing
system works and what it is worth.
Change in an MOE can show that a mess
exists.
Example: percentage of tardies.
Evans, 1990
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Mess-Finding Tools
Control Charts
Indication of possible
mess
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Another Mess-Finding Tool
Gap Analysis
What SHOULD be
Gap
What ACTUALLY is
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Symptoms: Inconsistencies between how the system
is expected to perform and how it is actually performing.
The inconsistency is referred to as a Gap.
Something’s gone wrong
Raised expectations
Gap
Gap
Double whammy
It never did work right
Gap
MGT 575 Creative Problem
Solving
Gap
©2006 Victor E. Sower
Fact-Finding
Measures of Effectiveness
Organization’s Goals
Basic Issues
Existing Models
Obstacles
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Fact-Finding
The purpose of fact-finding is to gather as much
information as possible to increase
understanding about the mess.
Fact-finding helps avoid premature evaluation of
the specific problems entwined in the mess.
Focus is on mess – not solutions at this stage.
Evans, 1990
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Fact-Finding
VanGundy’s Questions for
Diagnosing a Mess
1. What do you know about the situation?
2. What would be better if you resolved this situation? What would
be worse?
3. What is the major obstacle facing you in dealing with this situation?
4. What parts of the situation are related?
5. When is the situation likely to get worse? Get better?
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Fact-Finding
Kepner & Tregoe’s Questions for
Diagnosing a Mess
1. What is the deviation (versus what it is not)?
2. When did the deviation occur (versus when it did not occur)?
3. Where did the deviation occur (versus where it did not occur)?
4. To what extent did the deviation occur (versus to what extent it
did not occur)?
5. Who is associated with the deviation (versus who is not associated
with it)?
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Fact-Finding
Some Helpful Tools
• Flow Charts
• Check Sheets
Driver problem
Bus problem
Student problem
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Problem-Finding
Mess
Problem
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Problem-Finding
The development of a problem statement for
the real problem.
Encompasses:
• Conditions
• Symptoms
• Causes
• Triggering events
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Problem-Finding
Types of errors:
• Type I: Solving a problem that doesn’t
exist.
• Type II: Failing to recognize that a
problem exists and therefore not solving it.
• Type III: Solving the wrong problem.
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Problem-Finding
Example of Type III error:
Problem identification: Teachers do not
smile at students.
Real problem: Teachers have wrong
attitudes about students.
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Problem-Finding
Some Helpful Tools
• Pareto Charts
• Devil’s Advocacy
• Five “Whys?”
• Root Cause Analysis
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Idea-Finding
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Idea-Finding
Purpose: To generate alternative ideas for
solutions to the problem.
The more ideas the better.
Creativity is important.
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Idea-Finding
Some Helpful Tools
• Brainstorming
• Cause-and-Effect Diagrams
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Idea-Finding
More Helpful Tools
• “What if?” questions
• Change the wording of the problem
statement.
• Representing the problem in a different
form.
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Solution-Finding
Acceptance
Practicality
Cost
Performance
Time
ROI
NPV
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Solution-Finding
Purpose: To select the best solution from
the alternatives identified in the ideafinding stage.
Criteria for “best.”
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Acceptance-Finding
“If it ain’t broke, don’t fix it!”
Policies
Obstacles
Trust
“We’ve always done
it this way”
“That will never
work here”
Resources
Power
Risk
Plan
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Acceptance-Finding
Purpose: To develop a plan of action to
implement the solution.
The solution must be sold to the constituents.
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower
Acceptance-Finding
Some Helpful Tools
• PERT Charts
• Gantt Charts
MGT 575 Creative Problem
Solving
©2006 Victor E. Sower