CHAPTER 4- CREATIVE PROBLEM SOLVING

TRUE/FALSE

1. A manager’s primary job is to schedule shifts.

ANS: F PTS: 1 DIF: Easy

NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: The Problems Managers Face KEY: Bloom's: Knowledge

2. The first stage of problem solving is to define the problem.

ANS: T PTS: 1 DIF: Easy

NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: Problem Solving Basics KEY: Bloom's: Knowledge

3. To get a grasp on the true nature of a problem, you have to take on the role of a
detective.

ANS: T PTS: 1 DIF: Moderate

NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: Problem Solving Basics KEY: Bloom's: Analysis

4. The first step to determine good alternative solutions is to research on the Internet.

ANS: F PTS: 1 DIF: Moderate

NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: Problem Solving Basics KEY: Bloom's: Analysis

5. Sean has decided to take an immediate solution to a problem that is only 80%
effective instead of waiting five months for a solution that is 100% effective. Sean is satisficing.

ANS: T PTS: 1 DIF: Moderate

NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: Problem Solving Basics KEY: Bloom's: Application

6. Root cause analysis is a systematic approach to finding out what the “true” or root
cause of a problem is instead of continuing to address symptoms of the problem.

ANS: T PTS: 1 DIF: Easy

NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge

7. Brainstorming uses email to communicate group ideas over time to come up with a
wide range of creative ideas.

ANS: F PTS: 1 DIF: Easy

NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Comprehension

8. Mark was appointed the role of devil’s advocate for a group discussion about which
color is best for the magazine cover the group is working on. Based on his position, he purposely
comes up with reasons why someone else’s chosen color is not good.
ANS: T PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Application

9. The innovator style likes to challenge basic assumptions to discover new alternatives.

ANS: T PTS: 1 DIF: Easy

NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Knowledge

10. Escalating commitment refers to the tendency to drop a project at the first sign of
problems.

ANS: F PTS: 1 DIF: Easy

NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value
TOP: Common Mistakes in Problem Solving KEY: Bloom's: Comprehension

MULTIPLE CHOICE

1. A manager’s primary job is ____.

a. managing people c. to solve problems
b. resource management d. making money
ANS: C PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: The Problems Managers Face KEY: Bloom's: Knowledge

2. ____ basically means the process of

taking corrective action to meet objectives and achieve desired results.
a. Problem solving c. Interpreting
b. Managing d. Process improvement
ANS: A PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: The Problems Managers Face KEY: Bloom's: Knowledge

3. Tara is a manager at an insurance

company. One of the simple problems she has is knowing when to reorder paper when inventory drops.
How should she do this?
a. manually reorder every 2 weeks
b. start a task force to determine when to reorder
c. order enough paper to last for years
d. set up an automatic reorder when inventory hits that level
ANS: D PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: The Problems Managers Face KEY: Bloom's: Application

4. A straightforward three-stage process

for problem solving is sometimes called a ___ approach.
a. rational c. intellectual
b. analytical d. both rational and analytical
ANS: D PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Comprehension

5. A radio DJ made an inappropriate

comment on air, and the manager had to recognize the problem. She did this by ____.
a. using rational decision making
b. using intuitive problem identification
c. executing a solution
d. learning to connect the dots
ANS: D PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Application

6. _____ means using your experience

and judgement to make a decision.
a. Rational decision making c. Gathering information
b. Intuitive problem identification d. Learning to connect the dots
ANS: B PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Comprehension

7. Patrick is a manager at AirTran

airlines customer service department. He has a gut feeling that the number of calls people working on
Saturday mornings needs to increase, but he can’t prove that a problem exists. What tool is Patrick
using?
a. Rational decision making c. Gathering information
b. Intuitive problem identification d. Learning to connect the dots
ANS: B PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Application

8. Which step of the problem solving

process is defined by the statement “Grasp the true nature of the problem”?
a. evaluate the solution c. diagnose the problem
b. develop alternatives d. recognize the problem
ANS: C PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Knowledge

9. One of the best ways to clarify

problems, as well as the goals and outcomes desired from a solution, is to _____.
a. search the environment c. diagnose the problem
b. build consensus d. recognize the problem
ANS: B PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Knowledge

10. An important aspect of collaborative

problem solving is devoting time to talking ____.
a. about the corporate environment
b. about other people’s lives
 c. about the outcomes other people want
d. about the timeline for the solution
ANS: C PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Analysis

11. When developing alternatives for a

solution, what is the first step?
a. search the environment c. satisfice
b. think systemically d. obtain support
ANS: A PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Knowledge

12. When developing alternatives for a

solution, which option below would be best?
a. check what other companies have done
b. create a custom solution
c. satisfice
d. find a solution that worked in the past and build on it
ANS: D PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Analysis

13. What is a set of interacting elements

that continually affect one another over time and work toward a common purpose?
a. team c. system
b. satisfice d. systematic thinking
ANS: C PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Knowledge

14. What term means to see the synergy

of the whole rather than just the separate elements of a system?
a. authoritative thinking c. system
b. satisficing d. systematic thinking
ANS: D PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Knowledge

15. Sandra is a manager at a large

company. There is a problem in her department. What should Sandra do when she is looking at a
solution?
a. find the perfect solution
b. only focus on her department
c. find a solution as quickly as possible
d. look at how this problem also affects other departments
ANS: D PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Application
 16. ____ means to accept a satisfactory
outcome rather than try to achieve the optimal outcome.
a. Satisficing c. Perfecting
b. Accepting d. Evaluating
ANS: A PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Knowledge

17. Jim has an ambiguous, difficult

problem. What is the best way for him to pick the better alternative?
a. satisficing c. using intuition and judgement
b. using data analysis d. rational analysis
ANS: C PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Application

18. When selecting the right alternative,

it is a good idea to ____.
a. make the decision alone c. find the optimal solution
b. obtain support from other managers d. use rational analysis
ANS: B PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Comprehension

19. What is the final stage in the

problem-solving process?
a. define the problem c. execute a solution
b. select a response d. use rational analysis
ANS: C PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Knowledge

20. When executing a solution, ____ is

often routine because the expertise and knowledge rest with the lower-level managers.
a. tracking c. a delay
b. project management d. authorization
ANS: D PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Comprehension

21. Why is it important to build

consensus in the early stage of the problem-solving process?
a. legal reasons
b. to get everyone on the same page
c. some people feel resistance to a new way of doing things
d. authorization
ANS: C PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Analysis
 22. Feedback is important because
problem solving is a ____.
a. long process c. continuous process
b. difficult process d. highly scrutinized process
ANS: C PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Knowledge

23. Tom’s of Maine developed a new

deodorant that only worked half the time and the plastic dial was breaking. He decided to recall the
product. What did Tom decide to do after getting feedback from the decision outcome?
a. establish acorn groups
b. build consensus
c. satisfice
d. redesign the product for an optimal solution
ANS: A PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Problem Solving Basics KEY: Bloom's: Application

24. Which of the following is a technique

to improve problem solving?
a. root cause analysis c. involvement
b. brainstorming d. all of these
ANS: D PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge

25. ___ is a systematic approach to

finding out what the true cause of a problem is instead of addressing symptoms.
a. Root cause analysis c. Creative intuition
b. The five why’s d. all of these
ANS: A PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge

26. Suppose there is a puddle of oil on a

manufacturing plant floor. Wiping it up will fix the problem but what will find the reason of the
leaking oil?
a. Root cause analysis c. Creative intuition
b. The five why’s d. all of these
ANS: A PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Application

27. What is one down side to root cause

analysis?
a. it is more expensive than the 5 why’s
b. it is time consuming
c. it may not lead to a clear answer
 d. none of these
ANS: B PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Analysis

28. ___ is a problem-solving technique

that involves asking “why” over and over.
a. Root cause analysis c. The four why’s
b. The five why’s d. Why? analysis
ANS: B PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge

29. What is the first step in the five

why’s technique?
a. describe the problem in writing
b. ask why the problem has occurred
c. keep asking why at least 4 more times
d. from the answers recorded, the cause can be determined
ANS: A PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge

30. ___ can be defined simply as

generating new and potentially useful ideas.
a. Freewheeling c. Creativity
b. Creative intuition d. Brainstorming
ANS: C PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge

31. ___ uses a face-to-face interactive

group to spontaneously suggest a wide range of creative ideas.
a. Freewheeling c. Creativity
b. Focus group d. Brainstorming
ANS: D PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge

32. Which of the following is a key to

effective brainstorming?
a. no criticism c. quantity desired
b. freewheeling is welcome d. all of these
ANS: D PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Synthesis

33. ____ bring people together either in

person or in an interactive group over a computer network.
a. Brainwriting c. both of these
 b. Electronic brainstorming d. neither of these
ANS: C PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Synthesis

34. Where do a lot of people typically get

their best ideas?
a. in the shower c. while watching TV
b. while studying d. while playing a sport
ANS: A PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Comprehension

35. ____ is constructive conflict based on

divergent points of view.
a. Brainstorming c. Devil’s advocate
b. Creative intuition d. Rigorous debate
ANS: D PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Comprehension

36. A ____ has the role of challenging

the assumptions and assertions made by the group.
a. brainstorming committee c. devil’s advocate
b. point-counterpoint d. rigorous debater
ANS: C PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge

37. Which technique breaks a decision-

making group into two subgroups and assigns them different, often competing, responsibilities?
a. brainstorming c. devil’s advocate
b. point-counterpoint d. rigorous debate
ANS: B PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge

38. What do managers use to make sure a

proposed solution is put into action?
a. communication c. leadership skills
b. motivation d. all of these
ANS: D PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Analysis

39. The Army’s use of ____ is shown in

their procedure of asking four simple questions after a field operation or training exercise.
a. feedback c. involving stakeholders
b. motivation d. after-action reviews
ANS: D PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Application

40. Which type of personal approach to

problem solving likes to challenge basic assumptions to discover new alternatives?
a. innovator style c. both of these
b. adaptor style d. neither of these
ANS: A PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Comprehension

41. The ___ seeks to expand on and

improve something that already exists.
a. innovator style c. creative style
b. adaptor style d. status-quo style
ANS: B PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Knowledge

42. The following terms describe which

problem-solving style: approaches tasks from unexpected angles, discovers problems, questions
current assumptions and approaches
a. innovator style c. creative style
b. adaptor style d. status-quo style
ANS: A PTS: 1 DIF: Moderate
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Analysis

43. Good managers are usually ____.

a. innovator style c. a mix of both innovator and adaptor
b. adaptor style d. status-quo style
ANS: C PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Analysis

44. Managers frequently solve problems

____.
a. by exploring new options c. digging for additional information
b. based on what worked in the past d. investing in new technologies
ANS: B PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Common Mistakes in Problem Solving KEY: Bloom's: Comprehension

45. What can managers do to avoid the

status quo trap?
a. ask “What if our strategy is wrong?”
b. ask “What not do this?”
c. over-searching when considering critical problems
d. all of these
ANS: D PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Common Mistakes in Problem Solving KEY: Bloom's: Comprehension

46. ___ refers to a tendency to continue

investing time, money, and energy in something despite evidence that it is not working.
a. Sunk cost c. Overconfidence
b. Negativity bias d. Escalating commitment
ANS: D PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Common Mistakes in Problem Solving KEY: Bloom's: Knowledge

47. An example of ___ is pouring more

and more effort into a failing employee instead of simply firing the employee.
a. a rising cost c. overconfidence
b. negativity bias d. escalating commitment
ANS: D PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Common Mistakes in Problem Solving KEY: Bloom's: Application

48. The negativity bias is also called a

___.
a. sunk-cost trap c. overconfidence
b. downside bias d. escalating commitment
ANS: A PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Common Mistakes in Problem Solving KEY: Bloom's: Knowledge

49. ____ leads to a manager making

flawed decisions because he is overly sure of himself.
a. Sunk-cost trap c. Overconfidence
b. Downside bias d. Escalating commitment
ANS: C PTS: 1 DIF: Easy
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Common Mistakes in Problem Solving KEY: Bloom's: Comprehension

50. Two thirds of mergers fail, but many

CEOs will still try for a merger and risk millions of dollars because they believe that this one will be
the exception. What mistake do these CEOs make?
a. Sunk-cost trap c. Overconfidence
b. Negativity bias d. Escalating commitment
ANS: C PTS: 1 DIF: Challenging
NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles
TOP: Common Mistakes in Problem Solving KEY: Bloom's: Application

SHORT ANSWER

1. What are the three stages to the problem-solving process?

ANS:
Stage 1: Define the problem
Stage 2: Select a response
Stage 3: Execute a solution

PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking

LOC: DISC: Leadership Principles TOP: Problem Solving Basics
KEY: Bloom's: Knowledge

2. What are the three techniques for improving “selection of response”? Of these, pick
one and explain why you think it is the most effective technique.

ANS:
Brainstorming
Creative Intuition
Rigorous debate

Students’ answers will vary.

PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking

LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness
KEY: Bloom's: Evaluation

3. Explain the two types of personal approach to problem solving, and which type makes
the best manager.

ANS:
1. Innovator style- likes to challenge basic assumptions to discover new alternatives
2. Adaptor style- seeks to expand on and improve something that already exists

A mix of these two styles makes for the best managers.

PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking

LOC: DISC: Leadership Principles TOP: Personal Approaches to Creative Problem-Solving
KEY: Bloom's: Analysis

4. Why is always perpetuating the status quo not a good idea, and what are some ways to
overcome the status quo trap?

ANS:
Always staying with the status quo can lead to problems because things are always changing and not
adapting to the changes can cause failures. For example, Swiss watchmakers invented quartz
technology, but failed to adapt to changes in the market and instead continued to make a product that
was now longer desired.
Some ways to overcome the status quo trap are:
1. ask “What if our strategy is wrong?
2. ask “Why not do this?”
3. over-searching, which is digging deeper than you think is necessary

PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking

LOC: DISC: Leadership Principles TOP: Common Mistakes in Problem Solving
KEY: Bloom's: Synthesis

ESSAY
 1. Explain the entire problem-solving process using an outline.

ANS:
Stage 1: Define the problem
A: Recognize
B: Diagnose
Stage 2: Select a response
A: Develop alternatives
B: Select the best option
Stage 3: Execute a solution
A: Implement the selected alternative
B: Evaluate the solution

PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking

LOC: DISC: Leadership Principles TOP: Problem Solving Basics
KEY: Bloom's: Knowledge

2. Describe in detail the techniques for improving problem definition. Give an example
of each one.

ANS:
1. Root cause analysis (RCA) is a systematic approach to finding out what the true or root cause of a
problem is. It is a step-by-step problem solving method that slows things down to find out what has
occurred and why it occurred. An example is if there is a puddle of oil on the floor. First you would
define the problem: oil on the floor. Then you would try to learn the process associated with the
problem: in this case it might be a machine that uses oil could be leaking. Then you identify possible
causes of the leaking machine. Next you would collect data on the leak and finally you would analyze
the data to determine the root cause.

2. The five why’s is a technique where you repeatedly ask why (at least five times) until the real cause
of the problem is discovered. There are four steps:
1. Describe the problem in writing
2. Ask “why” the problem occurred. Keep track of the answers
3. Keep asking “why” until cause of problem is determined.
4. The cause can be determined but you should check with the team before implementing the solution
An example is given in the text. Joel Spolsky was putting on conferences for Fog Software, and he was
unable to switch video fast enough. Through the five why’s technique, he discovered the root cause
was that the event planning company did not have a standard checklist of procedures to follow for each
conference.

PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking

LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness
KEY: Bloom's: Synthesis

3. Explain how justifying previous solutions and overconfidence can lead to problem
solving mistakes.

ANS:
When you justify previous solutions, you often will have escalating commitment and as a result you
might use sunk-costs to make decisions, which can lead to poor decisions.
Overconfidence can lead to flawed decisions because a manager is overly sure he is correct, even if
there is overwhelming evidence he could be wrong. For example, when companies experience a long
string of success, managers tend to believe that whatever they do will lead to continued success.

PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking

LOC: DISC: Leadership Principles TOP: Common Mistakes in Problem Solving
KEY: Bloom's: Analysis