This document discusses problem solving techniques. It begins with an overview and definition of problem solving as a deliberate methodology to improve an undesirable situation. Next, it provides an example of how to solve a problem of a blocked sewer line. It then discusses various problem solving strategies such as abstraction, analogy, brainstorming, and hypothesis testing. Key things to remember are to clearly define the problem, gather relevant information, and consider alternative solutions. Finally, it references George Pólya's four-step approach to problem solving: understand the problem, make a plan, carry out the plan, and review the process.

1. Problem solving:
What to do when you can't figure out
what to fix

2. Agenda
● Overview
● An attempt at a definition
● Example
● Exercise
● Discussion
● Problem solving strategies
● Things to remember
● References

3. Overview
We solve problems all the time and much of the time we don't even think
very much about it. However, we all tend to rely on certain techniques that
may not be effective with unfamiliar problems. Under pressure, our problem
solving skills often seriously deteriorate often when we need them to be at
their peak.
This Lunch and Learn is not meant to be definitive. Learning how to solve
problems is an on-going process and I expect we will all learn something it
today.
While focused on immediate problems, similar techniques are applicable to
larger, more extensive issues.

4. What is problem solving?
My attempt at a definition
Problem solving is a deliberate, conscious methodology to improve some undesirable
situation.
This implies you can recognize both the undesirable situation and what the desired one is.

5. Example
Sunday morning, I decided to wash some laundry so put a load in the
washing machine and turned it on. When I returned an hour later to put the
clean clothes in the dryer, there was water on the basement floor coming
from under the washing machine.
1. Define the problem.
a) I looked under the washing machine and behind it and determined that
water had backed up from a floor drain and did not come out of the washing
machine.
b) What did I know? Water had been pumped out of the washing machine
into our sewer line but then came back into the house.
c) I concluded there was a blockage in our sewer line below the junction of
the floor drain and washer drain.

6. Example (continued)
2. Was there any missing information? I figured I'd try boring through the
blockage with a drain snake so went to Uncle Google to see if there were
any hints on technique.
3. Did I have what I needed to remove the blockage? I had an old snake
which was pretty kinked. I tried it but it was useless and tied itself into a
tangle. So off to the hardware store (nothing appropriate) and then Home
Depot. Serendipity struck and not only did an employee offer to help but he
was a journeyman plumber! He also suggested additional ideas.
4. How did I remove the blockage? Remember, that's the problem I want to
solve! I decided to snake out each drain line on the way to the main house
lateral until I found and removed the blockage.

7. Exercise
● Break into pairs
● Each of you gets your own "problem" to solve
● Each pair has 15 minutes to think about your problem and
describe how you would (attempt to?) solve the problem
● Do not focus on the what you would do but how you would
○ Less interesting that I Googled for snaking drains but more
that I decided to get more information
● We'll talk about these when we resume

8. Exercise results
● What techniques did you use?
● Why?
● Could you use others?

9. Strategies
1. Abstraction - solving the problem in a model of the system
2. Analogy - using a solution that solved an analogous one
3. Brainstorming - suggesting a large number of ideas
4. Divide and conquer - breaking down a problem into smaller ones
5. Hypothesis testing - assuming a possible explanation to the problem
and trying to (dis-) prove
6. Lateral thinking - approaching solutions indirectly and creatively
7. Trial and error - testing possible solutions until the right one is found
8. Root cause analysis - eliminating the cause of the problem

10. Things to remember
1. Deep breath
2. Make sure you know what you think you know and are not being
misled (this may lead to sub-problems to solve)
3. Do you know enough (or have enough tools) to proceed or do
you need outside help
4. Keep track of what you've tried and what happened
5. Always check your assumptions (see #2).
○ It is easy to use the wrong technique if you think you know
what the problem is.
○ It is easy to test the wrong thing (this is more focused on
websites)

11. George Pólya: "How to solve it"
Written in 1945 on how to solve mathematics problems (a major
focus of his).
1. Understand the problem. Do you have enough information? Do
you need to ask questions? Can you restate the problem?
2. Make a plan. Use one of the strategies mentioned earlier.
3. Follow the plan. If it continues to not work, devise another (# 2)
4. Review. What worked and what didn't.

12. References
● http://en.wikipedia.org/wiki/How_to_Solve_It
● Edmunds: http://www.problemsolving.net/
● Business related and mostly focused on decisions: http://www.
businessballs.com/problemsolving.htm
● http://en.wikipedia.org/wiki/Problem_solving
● Off topic but interesting: www.businessballs.
com/ethical_management_leadership.htm