MMSC Training Center

CreaLlve 1hlnklng

roblem Solvlng
MMSC Training Center
b[ecLlves
1 1o undersLand Lhe 1hlnklng rocess
2 1o dlfferenLlaLe beLween CreaLlve CrlLlcal 1hlnklng
3 1o ldenLlfy varlous CreaLlve MeLhods
4 1o recognlze negaLlve aLLlLudes LhaL block CreaLlvlLy
3 1o llsL ways Lo lmprove CreaLlve ablllLles
6 1o analyze Lhe baslc guldellnes for roblem Solvlng
MMSC Training Center
1hlnklng
1blokloq lnvolves Lhe cerebral manlpulaLlon of lnformaLlon
as when we
form concepLs
engage ln problem solvlng
reason and
make declslons
vlsual Lhlnkers ArLlsLs englneers adverLlsers good anlmal Lralners
lorm plcLures ln Lhelr mlnds
verbal Lhlnkers accounLanLs bankers and people who Lrade ln Lhe
fuLures markeL Lend Lo be hlghly verbal Lhlnkers wlLh few plcLures ln
Lhelr mlnds
roducLlve Lhlnklng ls a resulL of comblnlng knowledge wlLh
creaLlve/crlLlcal Lhlnklng
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aLeral 1hlnklng
ooklng aL a glven slLuaLlon
from unexpecLed angles
aLeral Lhlnklng ls concerned noL wlLh
playlng chess wlLh Lhe exlsLlng pleces
buL seeklng Lo change Lhose very
pleces
Lxerclses
MMSC Training Center
JhaL ls CreaLlvlLy?
Seelng whaL everybody has seen and
Lhlnklng whaL nobody has LhoughL
lnLellecLual lnvenLlveness
1he 8llnd 8oy"
An AblllLy
1o lmaglne Lo lnvenL someLhlng new
Comblnlng changlng or reapplylng exlsLlng ldeas
ln adulLs creaLlvlLy ls suppressed Lhru educaLlon
An ALLlLude
AccepL change and newness
lay wlLh ldeas
llexlblllLy of ouLlook
A rocess
ConLlnually Lo lmprove ldeas soluLlons
Cradual alLeraLlons and reflnemenLs
lncremenLally
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Cr|t|ca| 1h|nk|ng
ract|ca| hase
oglcal argumenL LllmlnaLe Lhe lncorrecL
LvaluaLe and execuLe ldeas
LvaluaLlve (verbal)
b[ecLlve
robablllLy
ConvergenL (raLlonal)
locused
Creat|ve 1h|nk|ng
Imag|nat|ve hase
Lxplorlng ldeas
CeneraLe play wlLh ldeas
CeneraLlve (vlsual)
Sub[ecLlve
osslblllLy
ulvergenL (lmaglnaLlve)
ulffused
osslble Can exlsL or happen robable lkely Lo happen lauslble Seemlng Lo be rlghL or reasonable
MMSC Training Center
Cr|t|ca| 1h|nk|ng
oglcal argumenL
LllmlnaLe Lhe lncorrecL
verLlcal
!udgmenL
ne answer
efL braln (raLlonal)
Creat|ve 1h|nk|ng
Lxplorlng ldeas
CeneraLe posslblllLles
aLeral (assoclaLlve)
Suspend [udgmenL
Answers (plural
soluLlons)
8lghL braln (creaLlve)
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CreaLlve
1hlnklng
someLhlng
dlfferenL
CrlLlcal
CeLLlng someLhlng
done
8oLh Lype of Lhlnklng play
an lmporLanL role ln Lhe
creaLlve process
Lxample oLLer maklng a
vase 8oLh Lhe sofL and
hard elemenLs are
requlred buL aL dlfferenL
Llmes SofL Lhlnklng ln
lmaglnaLlve phase
Search new ldeas Lhlnk
globally
Pard Lhlnklng ln
pracLlcal phase
LvaluaLlng ldeas
narrowlng down Lo
pracLlcal soluLlons
runnlng rlsk analysls
ldea Lo acLlon
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1he hardesL parL of
belng creaLlve ls
geLLlng used Lo lL
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Porlzons of CreaLlvlLy
CreaLlvlLy wlLh a meanlng
CreaLlvlLy ls noL resLrlcLed Lo Lhlnklng
lLs scope and appllcaLlon exLends Lo
lmaglnaLlve exploraLlon concepLuallzaLlon of
dlfflculL problems
Jorklng ouL and LesLlng soluLlons
lmplemenLaLlon by securlng wllllng cooperaLlon
Lxample 1aLa nano
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CreaLlve MeLhods
vo|ut|on
lncremenLal lmprovemenL
nthes|s
1wo or more exlsLlng ldeas are comblned lnLo a Lhlrd new
ldea
kevo|ut|on
CompleLely dlfferenL marked change from Lhe prevlous
ke app||cat|on
ook aL someLhlng old ln a new way
Chang|ng D|rect|on
ALLenLlon shlfLed from one angle of a problem Lo anoLher
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CreaLlve MeLhods
vo|ut|on
Incrementa| lmprovemenL
new ldeas from prevlous ldeas
Lvery problem LhaL has been solved can be solved agaln
ln a beLLer way
1A1A nano auLomoblles
cell phones
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1he Cenesls of 1A1A nano
MMSC Training Center
CreaLlve MeLhods
nthes|s
2 or more ex|st|ng |deas are comblned lnLo a 3
rd
new ldea
Malls Clnema+ lood CourL+ Shopplng +
LnLerLalnmenL under one roof
MMSC Training Center
CreaLlve MeLhods
kevo|ut|on
1he besL new ldea ls a comp|ete| d|fferent one and
marked change from Lhe prevlous ones
eg 1he lnLerneL newspapers Lo epaper
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CreaLlve MeLhods
keapp||cat|on
ook aL someLhlng o|d |n a new wa
Jlll ln ShaLabdl and 8a[dhanl
8ly vacanL land used as oglsLlc Pubs
1eLrapak uabur Amul hlrlng rag plckers (ln unlform and gloves) Lo go
door Lo door Lo collecL re cyclable dry carLons 1led up wlLh nC SLree
ShakLl SanghaLana
8ecrafLlng anLlque furnlLure
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CreaLlve MeLhods
Chang|ng D|rect|on
Jhen aLLenLlon ls shlfLed from one angle of Lhe
problem Lo anoLher CreaLlve lnslghL
1o reduce Lrafflc [ams don'L wlden roads
lnLroduce mass LranslL meLro rall car pools
lf you can'L ralse Lhe brldge lower Lhe rlver
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Jhy SLudy CreaLlvlLy
1
- uevelop poLenLlal beyond boundarles of lnLelllgence - uevelop poLenLlal beyond boundarles of lnLelllgence
2
- LffecLlve use of human resource - LffecLlve use of human resource
3
- uevelopmenL of socleLy - uevelopmenL of socleLy
4
- ulscover new/beLLer ways Lo solve problems - ulscover new/beLLer ways Lo solve problems
3
- A compeLlLlve resource of hlgh value Lo organlzaLlons - A compeLlLlve resource of hlgh value Lo organlzaLlons
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Jhy SLudy CreaLlvlLy
6
- 8ulld and expand on one's knowledge base
7
- CreaLlvlLy ls very democraLlc Lveryone has some
8
- lmporLanL aspecL of menLal healLh useful ln coplng wlLh llfe's
challenges
9
- 8ullds on all dlsclpllnes
10
- ConLrlbuLes Lo effecLlve leadershlp
11
- Lnhances Lhe process of learnlng uevelops hlgher order Lhlnklng
skllls
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lf yoo Joot bove oblllty to
looovote yoo tlsk beloq left
bebloJ
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ve ALLlLudes LhaL 8lock CreaLlvlLy
Ch no a prob|em!
un favorable reacLlon Lo a problem
ptoblem ls oo oppottoolty
It can't be done
Surrenderlng before Lhe baLLle
Clvlng Lhe problem a power or sLrengLh lL dld noL have
before
# 1be Jlfflcolt we Jo lmmeJlotely tbe lmposslble tokes o
llttle looqet
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ve ALLlLudes LhaL 8lock CreaLlvlLy
I can't do |t Cr there's noth|ng I can do
1he problem can be solved by an experL buL l am noL
JrlghL broLhers were cycle mechanlcs
Submarlne was deslgned by a clergyman
looovotloo lo loJostty olmost olwoys comes ftom people
ootslJe tbe oteo of loveotloo
8ut I'm not creat|ve
Lveryone ls creaLlve Lo some exLenL
lscovet tbe cteotlve wltblo yoo
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ve ALLlLudes LhaL 8lock CreaLlvlLy
1hat's ch||d|sh
ur efforL Lo appear always maLure and sophlsLlcaLed
rldlcule Lhe creaLlve and playful aLLlLude
What w||| peop|e th|nk?
SLrong soclal pressure Lo conform and Lo be ordlnary and
noL creaLlve
I m|ght fa||
lear of fallure ls a ma[or obsLacle Lo creaLlvlLy 1homas
Ldlson ln hls search for Lhe perfecL fllamenL for a bulb
Lrled abouL 1800 Lhlngs
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CharacLerlsLlcs of a CreaLlve person
CurloslLy Mlngles comblnes
dlfferenLlaLes hls experlences ln
order Lo generaLe nonobvlous
and new concepLs
roblems are emoLlonally
accepLable
penness and lndependence of
Lhlnklng and [udgemenL
AccepLlng and reconclllng
apparenL opposlLes and
paradoxes
1olerance of amblgulLy
SLrong sense of auLonomy
noL bound by group sLandards
and conLrol
Ln[oys challenge
pLlmlsLlc
Able Lo suspend [udgmenL
ComforLable wlLh lmaglnaLlon
vlsuallsaLlon
Challenges assumpLlons
erseveres works hard
MMSC Training Center
Improv|ng our Creat|ve Ab|||t|es
eep Lrack of your ldeas aL all Llmes
ose new quesLlons Lo yourself every day
eep abreasL of your fleld
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Lngage ln creaLlve hobbles
Pave courage and selfconfldence
earn Lo know and undersLand yourself
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earn abouL Lhlngs ouLslde your speclalLy
Avold rlgld seL paLLerns of dolng Lhlngs
8e open and recepLlve Lo ldeas
Improv|ng our Creat|ve Ab|||t|es
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8e alerL ln your observaLlons
AdopL a rlsk Laklng aLLlLude
eep your sense of humor
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roblem Solvlng
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What |s rob|em?
A problem ls Lhe dlfference beLween Lhe acLual sLaLe and
deslred sLaLe
roblem ls a chance for you Lo do your besL
A problem ls an opporLunlLy for lmprovemenL
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What |s rob|em so|v|ng?
rob|em so|v|ng |s a too| a sk||| and a process
lL ls a Lool because lL can help you Lo solve an lmmedlaLe
problem or Lo achleve a goal
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lL ls a sklll because once you have learnL lL you can use lL
repeaLedly llke Lhe ablllLy Lo rlde a blcycle add numbers or
speak a language
lL ls also a process because lL lnvolves a number of sLeps
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roblem Solvlng
9toblems coooot be solveJ by tblokloq wltblo tbe
ftomewotk lo wblcb ptoblems wete cteoteJ"
AlberL LlnsLeln
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roblem Solvlng
rob|em so|v|ng forms parL of Lhlnklng Consldered Lhe mosL
complex of all lnLellecLual funcLlons problem solvlng has been
deflned as hlgherorder cognlLlve process
Je may need Lo solve some problems noL by removlng Lhe
cause buL by deslgnlng Lhe way forward even lf Lhe cause
remalns ln place (Ldward de 8ono)
aLeral Lhlnklng can be used Lo help ln solvlng problems buL
can also be used for much more
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"Most people spend more time and energy
going around problems than in trying to
solve them."
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roblem MagnlflcaLlon
AL flrsL problems seem Lo be
Puge
verwhelmlng
Complex
Consequences
leellng of helplessness and
lnLlmldaLlon
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teps to rob|em o|v|ng
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@9
1Ident|f the prob|em
lnvolves ldenLlfylng Lhe problem ln order Lo flnd an approprlaLe
soluLlon
2xp|ore the prob|em
ooklng aL Lhe problem from dlfferenL angles Such as
'Pow ls Lhls problem affecLlng ?'
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"Most people rush to find solution before
knowing the real problem."
unknown
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3et goa|s
AfLer havlng LhoughL abouL Lhe problem from dlfferenL angles
one can ldenLlfy Lhelr goals
4Look at A|ternat|ves
lnvolves btolostotmloq for ldeas Lo collecL a llsL of
posslblllLles
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Se|ect a poss|b|e so|ut|on
Chooslng Lhe mosL relevanL and manageable alLernaLlve
6Imp|ement a poss|b|e so|ut|on
uLLlng Lhe chosen soluLlon ln acLlon
7va|uate
Lxamlnlng Lhe posslble soluLlon for lL's effecLlveness
lor eg
'Pow effecLlve was LhaL soluLlon?'
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Approaches for Solvlng roblems
1he 'So JhaL' approach
LxLracLlng maxlmum lnfo from facLs
1he '3Jhy' approach
Pelps Lo qulckly geL Lo Lhe rooL of Lhe problem
1he urlll uown Lechnlque
8reak compllcaLed problems down Lo slmple parLs
1he '4u' approach
locus on whaL's golng rlghL
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3 Jhy Approach
ne why wlll lead Lo Lhe nexL why
1 Jhy ls our cllenL unhappy
8ecause we dld noL dellver Lhe servlce on Llme
2 Jhy were we unable Lo sLlck Lo Lhe schedule
8ecause [ob Look longer Lhan we LhoughL
3 Jhy dld lL Lake longer
Je underesLlmaLed Lhe complexlLy of Lhe [ob
4 Jhy dld we underesLlmaLe
8ecause we made a qulck esLlmaLe of Lhe Llme needed and dld noL llsL
Lhe lndlvldual sLages
3 Jhy dld'nL we llsL lndlvldual sLages
8ecause we were runnlng behlnd on oLher pro[ecLs Je
clearly need Lo revlew our Llme esLlmaLlon
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4u Approach
ueflne Lhe problem ln a poslLlve Lermlnology
Seelng a problem from whaL's golng rlghL
Jays Lo avold falllng ln exam vs Jays Lo lmprove my marks
ulscovery ook for Lhe besL for
whaL has happened ln Lhe pasL
(hlghesL marks)
uream 8ulld on your dlscovery
and dream of 'whaL can be'
ueslgn SLraLegles LhaL wlll enable
Lhe dream Lo be reallsed
uellver lmplemenLaLlon sLage
plannlng preparaLlon
ulscovery
uream
ueslgn
uellver
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" We are a|| cont|nuous| faced w|th a
ser|es of enormous opportun|t|es
br||||ant| d|sgu|sed as |nso|ub|e
prob|ems"
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MMSC Training Center
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MMSC Training Center
1. How many animaIa of each apeciea did
Moaea take upon the ark with him?
Answez: A. 0
The stozy goes that
H was on the azk,
not MO8E8. Ouz nInds
InteznaIIze cuItuzaI
nazzatIves and
assunptIons. We heaz
bIts oI such nazzatIves
and "IIII In" the zest,
even when It Is not theze.
ThezeIoze, Ianguage
oIten evokes "zeaIItIes"
In ouz nInds that aze not
zeaI oz accuzate.
A. 0
B. 1
C. 2
D. InIInIte
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MMSC Training Center
2. Count the "Fs" In the IoIIowIng:
"FINI8HED FILE8 ARE THE RE-
80LT OF YEAR8 OF 8CIENTIF-
IC 8T0DY COMBINED WITH
THE EXPERIENCE OF YEAR8."
F$HED FE$ #E THE #E-
$&T FE#$ F $ETF-
$T&D MBED WTH
THE EXPE#EE FE#$.
Answez:
D. 6
Because we oIten
"speak" the
wozds In ouz
nInds as we zead
then, we dont
"heaz" the "Fs"
because they
dont "sound"
IIke "Fs"
A. 3
B. 4
C. 5
D. 6
55
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3. The 9-dot pzobIen: WIth the nouse and IIne-dzawIng tooI,
connect aII 9 dots wIth each othez wIth 4 and onIy 4
conpIeteIy stzaIght IInes.

1
2
4
To soIve thIs pzobIen,
you IItezaIIy have to thInk
"outsIde oI the box." We
tend to thInk In tezns oI
IanIIIaz objects, such as
"boxes" oz zoons, pzoject
the pzopeztIes oI a
contaInez onto these 9
dots, and then act as II
theze aze "sIdes" oz waIIs
to the box that constzaIn
ouz IInes.
56
MMSC Training Center
4. How nany squazes aze In the IIguze beIow?
1 2
3 4
5 6
7 8
9 10
11 12 13 14
15 16 17 18
19 20 21 22
23 24 25 26
27 28
29 30
31
32 33
34
35
36 37
38 39
40
PeopIe oIten nIss
the cozzect answez
on thIs pzobIen
due to Iack oI
notIvatIon to IInd
aII the boxes. Once
a Iazge nunbez has
been Iound, It oIten
"seens good
enough."
Answez:
40
57
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EFFEITIYE PRBBLEH SBLYIXB
TEIHXIBIES IASE STIBY
MMSC Training Center
1echn|ques
Apprec|at|on LxLracLlng maxlmum lnformaLlon from facLs
Dr|||Down 8reaklng problems down lnLo manageable parLs
Cause ffect D|agrams ldenLlfylng llkely causes of problems
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stems D|agrams undersLandlng how facLors affecL each
oLher
WC1 Analyzlng sLrengLhs weaknesses opporLunlLles and
LhreaLs
Cash I|ow Iorecast|ng w|th preadsheets Analyzlng
wheLher an ldea ls flnanclally vlable
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k|sk Ana|s|s orters I|ve Iorces undersLandlng Lhe balance of
power ln a slLuaLlon
1 Ana|s|s undersLandlng blg plcLure forces of change
Va|ue Cha|n Ana|s|s Achlevlng excellence ln Lhe Lhlngs LhaL
maLLer
U Ana|s|s llndlng compeLlLlve edge
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CA 1UD 1 U 1CCL
uan !ackson Lhe new CL of C fflce Supplles
Pe was confused by Lhe slLuaLlon hed lnherlLed and felL LhaL Lhe
company was drlfLlng
Pe was worrled LhaL Lhe company had no dlsLlncLlve markeL
poslLlon (no compeLlLlve edge)
Pe declded Lo use uS Analysls
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now to use Un|que e|||ng ropos|t|on
(U) too| ?
lts your competitive e lts the reoson why customers
buy from you on you o/one
rocess
1 undersLand Lhe CharacLerlsLlcs LhaL CusLomers value
2 8ank ?ourself and ?our CompeLlLors 8y 1hese CrlLerla
3 ldenLlfy Jhere ?ou 8ank Jell
4 reserve ?our uS (and use lL!)
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Imp|ementat|on of U 1oo|
1 Understand the Character|st|cs that Customers Va|ue
AfLer Lalklng Lo Lhe companys blggesL cusLomers
uan has ldenLlfled Lhe followlng crlLerla as lmporLanL
rlce
CuallLy of merchandlse
8ange
CaLalog quallLy
JebslLe appearance and navlgaLlon
Lase of orderlng
Speed of dellvery
8ellablllLy of dellvery
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2 ne then ranks LC and |ts compet|tors us|ng
the cr|ter|a he had |dent|f|ed
LFC
SbFFLIES
8AkNWICK
SMIIH
kOSKAN
GkObF
HIX
SbFFLIES
FFlCE 7
CU/LlIY 7 7 7 7
F/NGE 5
C/I/LCGUE
CU/LlIY
7
WE8SlIE 7 8
E/SE CF
CFDEFlNG
7 7 7
SFEED CF
DELlVEFY
7
FELl/8lLlIY 7 7
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3 Ident|f|es h|s rank
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Conc|us|on
uan ls sure LhaL C can compeLe effecLlvely agalnsL Lhese
compeLlLors by emphaslzlng Lhe breadLh of lLs range and Lhe
quallLy of lLs caLalog
uan decldes Lo lnvesL ln Cs webslLe and lLs cusLomer
servlce sysLems wlLh a vlew Lo openlng up a clear gap
beLween lLself and P1x
And he Lhen launches a markeLlng campalgn sLresslng Cs
uS
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CA 1UD 2 Apprec|at|on 1oo|
AppreclaLlon ls a Lechnlque used by mlllLary planners so we wlll
Lake a mlllLary example
oct lt roine heovi/y /ost niht
o whot?
1he ground wlll be weL
o whot?
lL wlll Lurn lnLo mud qulckly
o whot?
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lf many Lroops and vehlcles pass over Lhe same ground
movemenL wlll be progresslvely slower
and more dlfflculL as Lhe ground geLs muddler and more
dlfflculL
o whot?
Jhere posslble sLlck Lo paved roads
Lherwlse expecL movemenL Lo be much slower Lhan normal
MMSC Training Center
Conc|us|on
Jhlle lL would be posslble Lo reach Lhls concluslon wlLhouL
Lhe use of a formal Lechnlque
AppreclaLlon provldes a framework wlLhln whlch you can
exLracL lnformaLlon qulckly effecLlvely and rellably
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CA 1UD 3 Va|ue Cha|n 1oo|
akshml ls a sofLware developmenL manager for a sofLware house
She and her Leam handle shorL sofLware enhancemenLs for many
cllenLs
ComplalnLs regardlng producL servlce quallLy
uemand has fallen
She plans Lo use value Chaln Analysls Lo dellver excellenL servlce
Lo Lhelr cllenLs
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What |s Va|ue Cha|n Ana|s|s ?
value Chaln Analysls helps you ldenLlfy Lhe ways ln whlch
you creaLe value for your cusLomers
And Lhen helps you Lhlnk Lhrough how you can maxlmlze
Lhls value
JheLher Lhrough superb producLs greaL servlces or [obs
well done
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now to Use Va|ue Cha|n Ana|s|s ?
1Act|v|t Ana|s|s
ldenLlfy Lhe acLlvlLles Lo underLake Lo dellver your producL
or servlce
lnclude markeLlng of your producLs or servlces sales and
orderLaklng operaLlonal processes dellvery supporL
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2Va|ue Ana|s|s
lor each acLlvlLy you Lhlnk Lhrough whaL you would do Lo add
Lhe greaLesL value for your cusLomer
Lg A Lelephone orderLaklng process your cusLomer wlll
value a qulck answer Lo hls or her call
3va|uat|on and |ann|ng
1hlrdly you evaluaLe wheLher lL ls worLh maklng changes and
Lhen plan for acLlon
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Imp|ementat|on of Va|ue Cha|n 1oo|
Dur|ng the Act|v|t Ana|s|s
he ldenLlfles Lhe followlng rlmary AcLlvlLles LhaL creaLe value
for cllenLs
rder Laklng
LnhancemenL speclflcaLlon
Schedullng
SofLware developmenL
rogrammer LesLlng
Secondary LesLlng
uellvery
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akshml also ldenLlfles Lhe followlng SupporL AcLlvlLles as
belng lmporLanL
8ecrulLmenL Chooslng people who wlll work well wlLh Lhe
Leam
1ralnlng Pelplng new Leam members Lo become effecLlve
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Conc|us|on
Clvlng a qulck answer Lo lncomlng phone calls
(order tak|ng)
Pavlng a good knowledge of Lhe cusLomer's buslness slLuaLlon
and sysLem so LhaL Lhey do noL wasLe Lhe cusLomer's Llme wlLh
unnecessary explanaLlon
(pec|f|cat|on)
MMSC Training Center
Asklng all Lhe rlghL quesLlons and geLLlng a full and accuraLe
undersLandlng of Lhe cusLomer's needs
(schedu||ng)
Lxplalnlng Lhe developmenL process Lo Lhe cusLomer and
managlng hls or her expecLaLlons as Lo Lhe llkely LlmeLable for
dellvery
(De||ver)
MMSC Training Center
479
Croup ueclslonMaklng 1echnlques 1haL losLer CreaLlvlLy
Exhibit 47
MMSC Training Center
480
CeneraLlng CreaLlve AlLernaLlves
8ralnsLormlng
1he process of suggesLlng many posslble alLernaLlves
wlLhouL evaluaLlon
SynecLlcs
1he process of generaLlng novel alLernaLlves Lhrough
role playlng and fanLaslzlng
nomlnal Crouplng
1he process of generaLlng and evaluaLlng alLernaLlves
uslng a sLrucLured voLlng meLhod LhaL lncludes llsLlng
recordlng clarlflcaLlon ranklng dlscusslon and voLlng
Lo selecL an alLernaLlve
MMSC Training Center
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CeneraLlng CreaLlve AlLernaLlves (conL'd)
Consensus Mapplng (loql)
1he process of developlng group agreemenL on a
soluLlon Lo a problem
uelphl 1echnlque
1he process of uslng a serles of confldenLlal
quesLlonnalres Lo reflne a soluLlon