p.xi After studying this book, the reader will be able to encounter an ill-defined problem, identify
the real problem, generate and implement solutions, and then evaluate what you have accomplished. You will
develop the skills needed to achieve these goals by examining the components of a problem-solving algorithm and studying a
series of graduated exercises intended to familiarize, reinforce, challenge, and stretch your creativity in the problem-solving
process.
To cut through the maze of obstacles blocking the pathway to the solution to the
problem, we need skills analogous to a pair of scissors with two special blades.
[picture of scissors]
One of the shears is made of the knowledge necessary to understand the problem and to develop technically
feasible solutions. Of course, no cutting can be done - and no problems of invention can be solved - with just one shear.
The other shear contains creativity that can generate new and creative ideas. Likewise, creativity alone will
not necessarily generate solutions that are technically feasible - and no cutting can be done with just this single shear,
either. Instead, the combination of creativity with a strong technical foundation allows us to cut through the problem
to obtain original solutions.
p.xi-xii A number of the engineers and managers provided examples of industrial
problems that were incorrectly defined. These examples of ill-defined problems vividly illustrate the need
to define the real problem as opposed to the perceived problem. We believe that if a problem-solving
heuristic had been applied to some of these problems in the first place, then the true problem would have been uncovered more
rapidly.
A problem-solving heuristic
is a systematic approach to problem solving that helps guide us through the solution process and generate alternative solution
pathways. The heuristic in this book is quite robust and therefore applicable to many types of problems.
p.9 The goal of this book is to structure the process of defining and solving real problems in a
way that will be useful to you in everyday life, both on and off the job. We shall achieve this goal by providing
a structure to the problem-solving process called a heuristic. A problem-solving heuristic is a systematic approach
that helps guide us through the solution process and generate alternative solution pathways. While a heuristic
cannot prevent people from making errors, it provides a uniform, systematic approach to deal with any problem.
p.15 The most important factors that appear to distinguish effective from ineffective problem
solvers are the attitudes with which they approach the problem, their aggressiveness in the problem-solving process, their
concern for accuracy, and the solution procedures they use.
p.41 Often, one of the most difficult aspects of problem solving is understanding and defining the
real problem (sometimes referred to as the underlying or root problem).
p.42 The first four steps to understand and define the real problem focus on gathering information.
1. Collect and analyze information and data.
2. Talk with people who are familiar with the problem.
3. If possible, view the problem firsthand.
4. Confirm all findings and continue to gather information.
p.48 Throughout the problem-solving process, you should continue to gather
as much information as possible by reading texts and literature related to the problem to learn the underlying fundamental
principles and peripheral concepts.
p.94 Common causes of Mental Blocks
- Defining the problem too narrowly
- Attacking the symptoms, rather than the real problem
- Assuming there is only one right answer
- Getting 'hooked' on the first solution that comes to mind
- Getting 'hooked' on a solution that almost works (but really doesn't)
- Being distracted by irrelevant information, called "mental dazzle"
- Getting frustrated by a lack of success
- Being too anxious to finish
- Defining the problem ambiguously
p.273 McMaster Five-Point Strategy
[Excerpts]
1. Define:
a. Identify the unknown or stated objective.
b. Isolate the system and identify the knowns
and unknowns (inputs, laws, assumptions, criteria, and constraints) stated in the problem.
c. List the inferred constraints and inferred
criteria.
d. Identify the stated criteria.
2. Explore:
a. Identify tentative pertinent relationships
among inputs, outputs, and unknowns.
b. Recall past related problems or experiences,
pertinent theories, and fundamentals.
c. Hypothesize, visualize, idealize, generalize.
d. Discover what the real problem and the real
constraints are.
e. Consider both short-time and long-time
implications.
f. Identify meaningful criteria.
g. Choose a basis or a reference set
of conditions.
h. Collect missing information, resources, or
data.
i. Guess the answer or result.
j. Simplify the problem to obtain an "order of
magnitude" result.
k. If you cannot solve the proposed problem,
first solve some related problems or solve part of the problem.
3. Plan:
a. Identify the problem type and select
among the various heuristic tactics.
b. Generate alternative ways to achieve the objective.
c. Map out the solution procedure (algorithm)
to be used.
d. assemble the resources needed.
