Problem Solving

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 Table of Contents

Section 1: Problem Solving Analysis and Process..........................................................................2

Q1. Identify a problematic situation in ANZ...............................................................................2

a. Analyze the problem according to Ackoff’s concept of Mess..........................................2

b. Differences between solving, resolving and dissolving the problem................................2

c. Problem-solving Process Diagram....................................................................................3

Q2. Importance of “Thinking Skills” in solving Problem...........................................................4

Q3. Two conceptual blocks that affect decision-making Process in the context of becoming a
manager........................................................................................................................................4

Q4. Proposal of strategies to overcome these conceptual blocks................................................5

Section 2: Problem Solving Process................................................................................................5

Q1. Identify the problems............................................................................................................5

Q2. Defining Goals:.....................................................................................................................6

Q3. Exploring Possible Strategies...............................................................................................6

Q4. Expect outcomes and acting.................................................................................................7

Q5. Looking Back and Learning.................................................................................................7

Q1. Applying two models mentioned in the case study and how these could be used to help
Tendercare...................................................................................................................................8

Deming’s PDCA Model..........................................................................................................8

Tony Proctor's Creative Problem-solving Model..................................................................10

Q2. Evaluate and analyze the effectiveness of these problem-solving models.........................12

References......................................................................................................................................14
Part A

Section 1: Problem Solving Analysis and Process

Q1. Identify a problematic situation in ANZ

Recently some technical issues we faced by ANZ. It causes the company to lose many customers
during this period [ CITATION Sop18 \l 1033 ].

a. Analyze the problem according to Ackoff’s concept of Mess

Dr. Russell Ackoff was a philosopher and system thinker. He studied various natures of
human behavior and wrote some theories about the solution. Ackoff described 4 different ways
to treat a problem

Absolution: In this scenario, ANZ could ignore the problem and hope that it will solve
automatically.

Problem Resolution: ANZ could check the past records of technical issues when they faced a
similar situation and make an efficient resolution.

Problem Solving: It involves a research-based solution. However, it can create an additional

problem. So it a temporary solution

Dissolve the Problem: ANZ could solve the technical faults by dissolving the system. It
involves removing the problematic factors by redesigning the organizational structure.

b. Differences between solving, resolving and dissolving the problem

Solving Resolving Dissolving

 It just considers the
present situation
 It is research based
 It could create an
additional problem
 It involves checking past  It involves
records restructuring the
 Some researchers are System
involved  No research required
 The problem may or may  Eliminate the problem
not arise factor

c. Problem-solving Process Diagram

 Define Research and
the validate the

Evaluate the Make a

effectiveness and alter Decision

Plan and
implement
strategies

Figure: Process Diagram of Problem Solving

Source: [ CITATION Col18 \l 16393 ]

The above diagram shows various factors in problem-solving. These can be depicted as follows:

Define the Problem: It is the base of Problem Solving. In this scenario, it is the technical faults
faced by ANZ.

Research and validate the data: It means checking the previous records of handled issues by
ANZ

Make a Decision: Take certain decision to set up a plan to tackle these issues

Plan and implement strategies: Implement a plan to overcome the issues

Evaluate the effectiveness and alter accordingly: Check whether the plan will be effective to
provide a solution or not.
Q2. Importance of “Thinking Skills” in solving Problem

The mental activities that are used to find appropriate information, making decisions, innovating
ideas are called "Thinking Skills". It is a vital skill without it nobody can make rational decisions
or solve problems or make plans. It is also required to organize information and asking questions
[ CITATION Thi18 \l 1033 ].

The simplest thinking skills are: understanding the details and recall them. On the other hand, a
higher level of learning skill involves analysis, problem solving and evaluation.

To solve a problem, thinking skill is always necessary. Without proper thinking ability, nobody
can conclude an effective decision. If the person is unable to correlate the facts specified in the
problem definition, he may not able to necessary research on the collective data which are used
to make the decision. Thus the process of problem-solving will eventually fail. Critical thinking
and analytical skills help to select, compare, and evaluate decisions [ CITATION ITS18 \l
1033 ]. Reasoning helps to understand various possibilities of which can be effective in
providing an optimal solution to the problem.

Q3. Two conceptual blocks that affect decision-making Process in the context of becoming
a manager.

There are many barriers which can affect a person to make effective decisions. Some of the
major conceptual blocks are Commitment, Complacency, Constancy, and Compression.

Two of the major conceptual blocks that influence decision making can be listed as follows:

Complacency: Due to laziness sometimes a person can get into trouble. Complacency is the
result of heavy laziness. A person must ask a lot of questions in order to solve a problem. He
must collect data regarding the problem to make an effective decision. To become a manager, the
person has to be interactive and he must have analytical skills and critical thinking abilities.
However, due to Complacency, the person may not able to achieve the goal [ CITATION
con18 \l 1033 ].

Commitment: It is also considered as a major conceptual block. If a person becomes committed

to give a solution, he might only focus on some specific ideas to get that solution. Eventually, he
will start ignoring the alternative possibilities. Therefore it can lead him to make an uncertain
and silly solution.

Q4. Proposal of strategies to overcome these conceptual blocks

Some of the following strategies that can be used to overcome these blocks

Take Risks: Focus on the positive solution, however, consider taking risks

Be stress-free: Stress-free thinking will surely lead to fruitful ideas

Encourage others to generate ideas: Everyone should suggest ideas. It could help to choose the
best idea from a huge number of ideas.

Use “what if “questions: Use backtracking methodology to get an effective solution

Make many alternatives: Make many solutions and screen each of them to find the most
effective idea.

Section 2: Problem Solving Process

This section will focus on the case study of a Hotel. Here various problems and solving
processes will be discussed that were faced by “Ocean Manor Resort” [ CITATION Tim18 \l
16393 ].

Q1. Identify the problems

Based on the case study, many problems are found which are heavily affecting the performance
of Ocean Manor Resort. Various issues can be listed as the key problems

Dirty Hotel Rooms: Due to improper cleaning, all the hotels look disgusting. Most of the hotel
visitors find it really difficult to stay in their rooms due to poor looks.

Horrific infrastructure: Most of the rooms and lobbies of the resort are not furnished well. It is
done due to lack of maintenance of the hotel.
Housekeeping Issues: The housekeeping staffs not providing quality service. They are not
cleaning bed sheets and other decorating items in hotel rooms as well as the lobby. Due to this,
the hotel looks dirtier and customers find it really difficult in staying rooms

Customer Service: Food quality is not that good compared to another hotel. Overall customer
service is really bad. The hotel staffs and Front desk do not provide satisfactory service towards
the customer.

Weak Management: The owner and managers are not doing their responsibilities properly. They
are not doing the regular maintenance of the hotel. Also, they are not encouraging hotel staffs to
provide satisfactory service towards customers. Due to these managerial issues, severe damages
has been done in the reputation of the hotel.

Q2. Defining Goals:

The management must take the following steps to improve the Hotel:

Improve the infrastructure: Hotel should add decorations in the hotel and also should improve
looks of the Hotel

Improve the Customer Service: Customer Service is vital for any hotel. The front desk service
and overall hotel service should be improved to increase the satisfaction level of the customer.

Increase Quality of Food: Hotel must provide quality food to the customers

Improve Housekeeping: All the rooms and hotel premises should be kept clean. Dirty looks can
distract customers as well as it is very much unhealthy.

Develop Management: The management must implement various policies to improve the quality
of the hotel. Also, they should motivate and train employees to get satisfactory service from
them.

Q3. Exploring Possible Strategies

The above goals can be achieved by implementing these strategies:

  Change room decorations: Some amount should be invested to improve the design of the
room. Interior decoration should be changed to attract more customers. However, it
should be cost efficient
 Improve the quality of Service: The overall customer service should be improved.
Especially the Front desk should keep all the record regarding customers and they should
show their brand value to the customers.
 Management should take control: The management should monitor everything in the
hotel to track the overall service.

Q4. Expect outcomes and acting

In order to get the expected results, the staffs should change behavioral ethics. The staffs should
use greetings and welcome gestures to impress them. Additionally, the front desk should always
keep a record of the customers who came to the hotel. They should also maintain a record of
complaints and feedbacks. It will help the management and other staff to improve the overall
service.

Q5. Looking Back and Learning

The management and other staffs had already seen the impacts of housekeeping issues and
unsatisfactory customer services. Also, they have faced various challenges with leadership and
management roles. In order to become a successful hotel in the industry, they should follow
corporate ethics and also they should always provide high-class service. Additionally, there
should be regular monitoring done on hotel rooms and relevant areas to decrease customer
complaints.
Part B

Q1. Applying two models mentioned in the case study and how these could be used to help
Tendercare

Based on the case study, Tendercare has planned to promote ozone-based laundry service in NZ.
It is an eco-friendly process and it has huge sustainable options. The ozone is created
automatically whenever an electrical light storm occurs in the higher atmosphere. The company
has designed an ozone generator machine to replicate the process. However, as a small laundry
based in Rotorua, it could be difficult for them to promote this technology all over New Zealand.

The company can use the mentioned marketing models for promoting their business:

 Deming’s PDCA Model

 Tony Proctor’s Creative Problem solving Model

Deming’s PDCA Model

The PDCA (Plan Do Check Act) Model is a four-step methodology used in business for
controlling and improving the process [ CITATION LEA18 \l 1033 ].

Plan: Identify an opportunity and plan a change accordingly. It involves identifying the goal and
collecting related data and finding the best possibility. If necessary change the plan and apply it.

Do: Evaluate whether the changes will work or not.

Check: Perform a review on the test result. Study the result and understand the outcome

Act: Take necessary action based on understanding. If the change does not work as expected,
change the plan and execute the cycle again to find the best outcome.

This process can be done repeatedly to improve the plan

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Figure 1: PDCA Cycle

Based on the above case study it can be applied as follows:

Plan: Tendercare can certain plans to showcase the usefulness of the ozone technology:

 The company should educate the people that the ozone technology is eco-friendly.
 Ozone is a renewable source. It is available in the atmosphere.
 The Clothes can become brighter than a normal wash.
 The gas destroys all the germs in the clothes.

Do: Tendercare must take certain promotional steps to highlight the technology in the laundry
market, such as:

 The company could use online advertisements (social media)

 Could spread awareness among local people through various campaigns
 However, the technology could be cost-effective. It means to generate enough ozone it
needs heavy electricity. The technicians working on this technology must be well-trained
to understand and use it.
 If sufficient ozone is not produced it could affect washing of clothes.
Check: The managing director, Phillipa Lewis must review the results after implementing the
technology. Various kinds of analysis must be performed to check the effectiveness of the
technology [ CITATION Mar18 \l 16393 ]. She should consider the following factors:

Cost: The manager should reconsider the technology if it has the high cost of operations

Productivity: If the technology can clean the clothes better than the convenient wash mechanism,
it can be implemented

Service quality: However, the technology should not impact the quality of the clothes. It means
the clothes should not get damaged after regular ozone wash.

Act: If any challenges found during the review step, necessary alternation must be done in the
technology. The ozone generator uses high water pressure to generate ozone. If the technician
thinks the structure of the machine is not strong enough to maintain this high pressure, the
machine can be redesigned. In this way, the environmental effects due to the heavy usage of
detergent can be reduced.

Tony Proctor’s Creative Problem solving Model

The effectiveness of this Model lies in the creativity of a business person [ CITATION Ton18 \l
1033 ]. The person must have the following qualities to promote the business successfully:

 The person must be creative

 Should think visually
 Must motivate others
 Should see possibilities in risk
 Should adapt to any situation
 Should have a positive attitude

In order to solve the problem, the model follows the below-mentioned principles:
The balance between different and traditional thinking: The learning is done by identifying
and balancing different and traditional thinking. However, both processes are done in a separate
manner[ CITATION Cre181 \l 16393 ].

Ask Problems as questions: Here open-ended questions should be used to find more possible
answers. It provides a great amount of quality information. Close-ended questions are not used as
they provide very short answers.

Suspend Judgment: The decision maker should not judge the possible solutions at the initial
stage itself. However, he can get enough time in the future to judge the solution.

Focus on positive answers, ignore negative answers and possibilities: The person should
consider all positive solutions. On the other hand, negative solution and possibilities should be
ignored

Figure 2: Creative Problem-solving Model Source:[ CITATION Cre18 \l 1033 ]

Figure 3: Creative Problem-solving Model

Source: [ CITATION Cre181 \l 16393 ]

Based on the case study, the manager can make a decision as follows:

The balance between different and traditional thinking: It is used to find the objective
(promotion of Ozone technology). The manager should consider general opinion and different
opinion altogether.

Ask Problems as questions: The manager has to ask many questions to find facts. It is done to
find problem definition. Additionally, it will help to many ides to get a solution.

Suspend Judgment: After asking questions, the manager should not judge any solution. She
should consider all the facts and find the effectiveness of those solutions.

Focus on positive answers, ignore negative answers and possibilities: After finding a positive
solution it should be accepted. If any negative outcome comes it should be eliminated from the
model.
Q2. Evaluate and analyze the effectiveness of these problem-solving models

PDCA Model: PDCA Model is very much useful in making a decision. The model uses four
basic steps (Plan, Do, Check and Act) to make an effective decision. It is a simple problem-
solving model. Most of the people will understand the processes followed to implement a
strategic plan. PDCA use various plans during the initial stage, in the second stage it execute the
plans and check the effectiveness of each of the plans. If the plan is not found good enough,
necessary changes are made. Further, again the PDCA model executes it. If in the last stage also
it is found inconvenient for the operation it gets eliminated from the model. Next, a fresh start is
done with the same cycle [ CITATION Dem18 \l 16393 ].

Therefore, the problem-solving model could be time-consuming and thus, it may become a
costly model. However, due to simplicity and effectiveness, this model is much more
recommended by most of the organizations.

In the contrast of the case study, The PDCA model is much effective in providing a solution.

Tony Proctor's Creative Problem-solving Model: This model is a very complex model. It
requires high knowledge in decision making. If the person does not have rational thinking, the
finding may become useless. The Model only focuses on positive solutions. It does not consider
any possibilities. Thereby some useful cost-efficient solution may get eliminated in the process.
The model processes a huge number of solutions to get an effective solution. However, most of
the solutions are removed while taking the final decision. It can cause the high cost to the
company. Also, it requires a strong decision maker to understand and operate the model.

Based on the case study, it will require a huge amount of finance to operate this model. The
decision maker requires many possibilities to search the solution in this model.
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