Last month I wrote about the Creative Problem Solving process (CPS) and its importance in tackling complex problems. Picking up from there, I will now review the first stage of the CPS process, which is to gain an understanding of the problem. This stage consists of a divergent followed by a convergent phase as shown in the diagram here.
This is crucial because often the wrong problem is ‘solved’ if there is not enough time spent on determining the true nature of the problem.
A typical example could be the following:
You have been told that there is a problem with the productivity of a team who also have a high level of absenteeism. The team leader has assumed that the problem is to do with levels of motivation. She has asked for them to be offered an increase in pay as a solution as this team are crucial in the setting up of a new product line. After a process of fully exploring the problem, it is established that the levels of motivation are low. However this is considered to be an effect, not the cause of the problem. The cause is that the team have been recruited with a low level of competencies needed for the current tasks they are performing.