Attempt to narrow down a range of alternatives to the correct answer to a problem

Quality Glossary Definition: Problem solving

Problem solving is the act of defining a problem; determining the cause of the problem; identifying, prioritizing, and selecting alternatives for a solution; and implementing a solution.

• The problem-solving process
• Problem solving resources

Problem Solving Chart

The Problem-Solving Process

In order to effectively manage and run a successful organization, leadership must guide their employees and develop problem-solving techniques. Finding a suitable solution for issues can be accomplished by following the basic four-step problem-solving process and methodology outlined below.

1. Define the problem

Diagnose the situation so that your focus is on the problem, not just its symptoms. Helpful problem-solving techniques include using flowcharts to identify the expected steps of a process and cause-and-effect diagrams to define and analyze root causes.

The sections below help explain key problem-solving steps. These steps support the involvement of interested parties, the use of factual information, comparison of expectations to reality, and a focus on root causes of a problem. You should begin by:

• Reviewing and documenting how processes currently work (i.e., who does what, with what information, using what tools, communicating with what organizations and individuals, in what time frame, using what format).
• Evaluating the possible impact of new tools and revised policies in the development of your "what should be" model.

2. Generate alternative solutions

Postpone the selection of one solution until several problem-solving alternatives have been proposed. Considering multiple alternatives can significantly enhance the value of your ideal solution. Once you have decided on the "what should be" model, this target standard becomes the basis for developing a road map for investigating alternatives. Brainstorming and team problem-solving techniques are both useful tools in this stage of problem solving.

Many alternative solutions to the problem should be generated before final evaluation. A common mistake in problem solving is that alternatives are evaluated as they are proposed, so the first acceptable solution is chosen, even if it’s not the best fit. If we focus on trying to get the results we want, we miss the potential for learning something new that will allow for real improvement in the problem-solving process.

3. Evaluate and select an alternative

Skilled problem solvers use a series of considerations when selecting the best alternative. They consider the extent to which:

• A particular alternative will solve the problem without causing other unanticipated problems.
• All the individuals involved will accept the alternative.
• Implementation of the alternative is likely.
• The alternative fits within the organizational constraints.

4. Implement and follow up on the solution

Leaders may be called upon to direct others to implement the solution, "sell" the solution, or facilitate the implementation with the help of others. Involving others in the implementation is an effective way to gain buy-in and support and minimize resistance to subsequent changes.

Regardless of how the solution is rolled out, feedback channels should be built into the implementation. This allows for continuous monitoring and testing of actual events against expectations. Problem solving, and the techniques used to gain clarity, are most effective if the solution remains in place and is updated to respond to future changes.

Problem Solving Resources

You can also search articles, case studies, and publications for problem solving resources.

Books

Innovative Business Management Using TRIZ

Introduction To 8D Problem Solving: Including Practical Applications and Examples

The Quality Toolbox

Root Cause Analysis: The Core of Problem Solving and Corrective Action

Articles

One Good Idea: Some Sage Advice (Quality Progress) The person with the problem just wants it to go away quickly, and the problem-solvers also want to resolve it in as little time as possible because they have other responsibilities. Whatever the urgency, effective problem-solvers have the self-discipline to develop a complete description of the problem.

Diagnostic Quality Problem Solving: A Conceptual Framework And Six Strategies (Quality Management Journal) This paper contributes a conceptual framework for the generic process of diagnosis in quality problem solving by identifying its activities and how they are related.

Weathering The Storm (Quality Progress) Even in the most contentious circumstances, this approach describes how to sustain customer-supplier relationships during high-stakes problem solving situations to actually enhance customer-supplier relationships.

The Right Questions (Quality Progress) All problem solving begins with a problem description. Make the most of problem solving by asking effective questions.

Solving the Problem (Quality Progress) Brush up on your problem-solving skills and address the primary issues with these seven methods.

Case Studies

Refreshing Louisville Metro’s Problem-Solving System (Journal for Quality and Participation) Organization-wide transformation can be tricky, especially when it comes to sustaining any progress made over time. In Louisville Metro, a government organization based in Kentucky, many strategies were used to enact and sustain meaningful transformation.

Certification

Quality Improvement Associate Certification--CQIA

Courses

Certified Quality Improvement Associate Question Bank

Lean Problem-Solving Tools

Problem Solving Using A3

Root Cause Analysis: Solve Problems by Eliminations Causes

Quality 101

Webcasts

Making the Connection In this exclusive QP webcast, Jack ReVelle, ASQ Fellow and author, shares how quality tools can be combined to create a powerful problem-solving force.

Adapted from The Executive Guide to Improvement and Change, ASQ Quality Press.

From organizing your movie collection to deciding to buy a house, problem-solving makes up a large part of daily life. Problems can range from small (solving a single math equation on your homework assignment) to very large (planning your future career).

In cognitive psychology, the term problem-solving refers to the mental process that people go through to discover, analyze, and solve problems. The steps in the problem process include:

• The discovery of the problem
• The decision to tackle the issue
• Understanding the problem
• Researching the available options
• Taking actions to achieve your goals

Before problem-solving can occur, it is important to first understand the exact nature of the problem itself. If your understanding of the issue is faulty, your attempts to resolve it will also be incorrect or flawed.

There are a number of mental processes at work during problem-solving. These include:

• Perceptually recognizing a problem
• Representing the problem in memory
• Considering relevant information that applies to the current problem
• Identify different aspects of the problem
• Labeling and describing the problem

There are a number of different ways that people go about solving a problem. Some of these strategies might be used on their own, but people may also employ a range of approaches to figuring out and fixing a problem.

An algorithm is a step-by-step procedure that will always produce the correct solution. A mathematical formula is a good example of a problem-solving algorithm.

While an algorithm guarantees an accurate answer, it is not always the best approach to problem-solving.

This strategy is not practical for many situations because it can be so time-consuming. For example, if you were trying to figure out all of the possible number combinations to a lock using an algorithm, it would take a very long time.

A heuristic is a mental rule-of-thumb strategy that may or may not work in certain situations. Unlike algorithms, heuristics do not always guarantee a correct solution.

However, using this problem-solving strategy does allow people to simplify complex problems and reduce the total number of possible solutions to a more manageable set.

A trial-and-error approach to problem-solving involves trying a number of different solutions and ruling out those that do not work. This approach can be a good option if you have a very limited number of options available.

If there are many different choices, you are better off narrowing down the possible options using another problem-solving technique before attempting trial-and-error.

In some cases, the solution to a problem can appear as a sudden insight. This can occur because you realize that the problem is actually similar to something that you have dealt with in the past. However, the underlying mental processes that lead to insight happen outside of awareness.

Of course, problem-solving is not a flawless process. There are a number of different obstacles that can interfere with our ability to solve a problem quickly and efficiently. Researchers have described a number of these mental obstacles, which include functional fixedness, irrelevant information, and assumptions.

• Assumptions: When dealing with a problem, people often make assumptions about the constraints and obstacles that prevent certain solutions.
• Functional fixedness: This term refers to the tendency to view problems only in their customary manner. Functional fixedness prevents people from fully seeing all of the different options that might be available to find a solution.
• Irrelevant or misleading information: When you are trying to solve a problem, it is important to distinguish between information that is relevant to the issue and irrelevant data that can lead to faulty solutions. When a problem is very complex, the easier it is to focus on misleading or irrelevant information.
• Mental set: A mental set is the tendency people have to only use solutions that have worked in the past rather than looking for alternative ideas. A mental set can often work as a heuristic, making it a useful problem-solving tool. However, mental sets can also lead to inflexibility, making it more difficult to find effective solutions.

Hosted by Editor-in-Chief and therapist Amy Morin, LCSW, this episode of The Verywell Mind Podcast shares how you can stop dwelling in a negative mindset.

Follow Now: Apple Podcasts / Spotify / Google Podcasts

Verywell Mind uses only high-quality sources, including peer-reviewed studies, to support the facts within our articles. Read our editorial process to learn more about how we fact-check and keep our content accurate, reliable, and trustworthy.

1. Sarathy V. Real world problem-solving. Front Hum Neurosci. 2018;12:261. doi:10.3389/fnhum.2018.00261

2. Gigerenzer G, Gaissmaier W. Heuristic decision making. Annu Rev Psychol. 2011;62(1):451-482. doi:10.1146/annurev-psych-120709-145346

3. Chrysikou EG, Motyka K, Nigro C, Yang SI, Thompson-Schill SL. Functional fixedness in creative thinking tasks depends on stimulus modality. Psychol Aesthet Creat Arts. 2016;10(4):425‐435. doi:10.1037/aca0000050

4. Huang F, Tang S, Hu Z. Unconditional perseveration of the short-term mental set in chunk decomposition. Front Psychol. 2018;9:2568. doi:10.3389/fpsyg.2018.02568

• Schooler, J. W., Ohlsson, S., & Brooks, K. Thoughts Beyond Words: When Language Overshadows Insight. Journal of Experimental Psychology: General. 1993;122, 166-183.

• Mayer, R. E. Thinking, Problem Solving, Cognition. (2nd Ed.). New York: W. H. Freeman and Company; 1992.