Problem Solving

1. Define the problem:

- Differentiate fact from opinion

- Specify underlying causes

- Consult each faction involved for information

- State the problem specifically

- Identify what standard or expectation is violated

- Determine in which process the problem lies

- Avoid trying to solve the problem without data

2. Generate alternative solutions:

- Postpone evaluating alternatives initially

- Include all involved individuals in the generating of alternatives

- Specify alternatives consistent with organizational goals

- Specify short- and long-term alternatives

- Brainstorm on others' ideas

- Seek alternatives that may solve the problem

3. Evaluate and select an alternative:

- Evaluate alternatives relative to a target standard

- Evaluate all alternatives without bias

- Evaluate alternatives relative to established goals

- Evaluate both proven and possible outcomes

- State the selected alternative explicitly

4. Implement and follow up on the solution:

- Plan and implement a pilot test of the chosen alternative

- Gather feedback from all affected parties

- Seek acceptance or consensus by all those affected

- Establish ongoing measures and monitoring

- Evaluate long-term results based on final solution