Sharpening Your Skills for Critical Thinking, Problem Solving, and Decision Making
Gone are the days when management expected workers to check their brains at the door and do only as told. Today, you will be expected to use your brains when thinking critically. You will be solving problems and making decisions. Much of this book is devoted to helping you solve problems and communicate those decisions to management, fellow workers, clients, the government, and the public. Faced with a problem or an issue, most of us do a lot of worrying before separating the issues or making a decision. You can change all that worrying to directed thinking by channeling it into the following procedure:
• Identify and clarify the problem. Your first task is to recognize that a problem exists. Some problems are big and unmistakable, such as failure of an air-freight delivery service to get packages to customers on time. Other problems may be continuing annoyances, such as regularly running out of toner for an office copy machine. The first step in reaching a solution is pinpointing the problem area.
• Gather information. Learn more about the problem situation. Look for possible causes and solutions. This step may mean checking files, calling suppliers, or brainstorming with fellow workers. For example, the air-freight delivery service would investigate the tracking systems of the commercial airlines carrying its packages to determine what is going wrong.
• Evaluate the evidence. Where did the information come from? Does it represent various points of view? What biases could be expected from each source? How accurate is the information gathered? Is it fact or opinion? For example, it is a fact that packages are missing; it is an opinion that they are merely lost and will turn up eventually.
• Consider alternatives and implications. Draw conclusions from the gathered evidence and pose solutions. Then weigh the advantages and disadvantages of each alternative. What are the costs, benefits, and consequences? What are the obstacles, and how can they be handled? Most important, what solution best serves your goals and those of your organization? Here is where your creativity is especially important.
• Choose the best alternative and test it. Select an alternative, and try it out to see if it meets your expectations. If it does, implement your decision and put it into action. If it doesn't, rethink your alternatives. The freight company decided to give its unhappy customers free delivery service to make up for the lost packages and downtime. Be sure to continue monitoring and adjusting the solution to ensure its effectiveness over time.
Career Application. Let's return to the McDonald's problem (discussed on page 33) in which some franchise owners are unhappy with the multiple lines for service. Customers don't seem to know where to stand to be the next served. Tempers flare when aggressive customers cut in line, and other customers spend so much time protecting their places in line that they are not ready to order. As a franchise owner, you want to solve this problem. Any new procedures, however, must be approved by a majority of McDonald's owners in a district. You know that McDonald's management feels that the multiline system accommodates higher volumes of customers more quickly than a single-line system. In addition, customers are turned off when they see a long line.
Task:-
• Individually or with a team, use the critical-thinking steps outlined here. Begin by clarifying the problem.
• Where could you gather information? Would it be wise to see what your competitors are doing? How do banks handle customer lines? Airlines?
• Evaluate your findings and consider alternatives. What are the pros and cons of each alternative?
• Within your team choose the best alternative. Present your recommendation to your class and give your reasons for choosing it.