Chapter 2

Problem Definition
 Introduction
• Defining the problem properly is important to avoid time consuming or
costly steps that will not ultimately provide a good solution to the real
problem.
‫• إن ﺗﺣدﯾد اﻟﻣﺷﻛﻠﺔ ﺑﺷﻛل ﺻﺣﯾﺢ ﻣﮭم ﻟﺗﺟﻧب اﺗﺧﺎذ ﺧطوات ﺗﺳﺗﻐرق وﻗﺗﺎ ً طوﯾﻼً أو ﻣﻛﻠﻔﺔ ﻟن ﺗوﻓر ﻓﻲ ﻧﮭﺎﯾﺔ اﻟﻣطﺎف ﺣﻼً ﺟﯾدا ً ﻟﻠﻣﺷﻛﻠﺔ‬
.‫اﻟﺣﻘﯾﻘﯾﺔ‬

This chapter will:

• Explore why problem solvers need to clearly define the problem.
.‫• اﺳﺗﻛﺷﺎف ﻟﻣﺎذا ﺣل اﻟﻣﺷﺎﻛل ﺑﺣﺎﺟﺔ إﻟﻰ ﺗﺣدﯾد واﺿﺢ ﻟﻠﻣﺷﻛﻠﺔ‬
• It also introduces several tools to use when defining a problem
‫• ﻛﻣﺎ أﻧﮫ ﯾﻘدم اﻟﻌدﯾد ﻣن اﻷدوات ﻻﺳﺗﺧداﻣﮭﺎ ﻋﻧد ﺗﺣدﯾد ﻣﺷﻛﻠﺔ‬
• And writing a problem statement.
‫• ﻛﺗﺎﺑﺔ اﻟﻣﺷﻛﻠﺔ ﺑﺷﻛل ﺻﺣﯾﺢ‬
 What is a Problem?
The Random House Unabridged Dictionary includes several definitions for the
word “problem.” The definitions that we are most concerned with while learning
about the creative problem solving process are: ‫ﻣن اﻟﺗﻌرﯾﻔﺎت اﻟﻣﺷﻛﻠﺔ واﻟﺗﻲ ﺗﺗﻌﻠق ﺑﻌﻣﻠﯾﺔ‬
‫ﺣل اﻟﻣﺷﺎﻛل‬
• “any question or matter involving doubt, uncertainty, or difficulty,”
‫ أو ﺻﻌوﺑﺔ‬، ‫ وﻋدم اﻟﯾﻘﯾن‬، ‫أي ﻣﺳﺄﻟﺔ ﺗﻧطوي ﻋﻠﻰ اﻟﺷك‬

and
• “a question proposed for solution or discussion.”
‫ﺳؤال ﻣﻘﺗرح ﻟﻠﺣل أو ﻟﻠﻣﻧﺎﻗﺷﺔ‬
 What is a Problem?
A problem can be defined as:
:‫ﯾﻣﻛن ﺗﻌرﯾف ﻣﺷﻛﻠﺔ ﻛﻣﺎ ﯾﻠﻲ‬
§ A scenario in which the current situation ‫ﺳﯾﻧﺎرﯾو ﻻ ﯾﺗطﺎﺑق ﻓﯾﮫ اﻟوﺿﻊ اﻟﺣﺎﻟﻲ‬ü
does not match the desired situation, ،‫ﻣﻊ اﻟﺣﺎﻟﺔ اﻟﻣرﻏوﺑﺔ‬
‫أو ﻓﻲ أي وﻗت اﻷداء اﻟﻔﻌﻠﻲ ﻻ ﯾطﺎﺑق‬ü
§ Or anytime actual performance does not
.‫اﻟﺗوﻗﻌﺎت‬
match expectations.
‫وﺗﺷﻣل اﻟﺗﺳﻣﯾﺎت اﻷﺧرى ﻟﻣﺷﻛﻠﺔ‬ü
§ Other labels for a problem include challenges ،‫اﻟﺗﺣدﯾﺎت أو اﻟﻔرص‬
or opportunities, ‫أو أي ﺣﺎﻟﺔ أو ظرف ﯾوﺟد ﻓﯾﮫ ﻣﺟﺎل‬ü
.‫ﻟﻠﺗﺣﺳﯾن‬
§ Or any situation or circumstance for which
there is room for improvement.
 Story

Ø A classic story of the issue of problem

‫ﻗﺼﺔ ﻛﻼﺳﯿﻜﯿﺔ ﻣﻦ ﻣﺴﺄﻟﺔ ﺗﻌﺮﯾﻒ‬ §
definition is the case of a high-rise hotel
‫اﻟﻤﺸﻜﻠﺔ ھﻮ ﺣﺎﻟﺔ ﻓﻨﺪق ﺷﺎھﻖ ﺣﯿﺚ‬
where guests begin complaining that the
‫ﯾﺒﺪأ اﻟﻀﯿﻮف ﯾﺸﻜﻮن ﻣﻦ أن اﻟﻤﺼﺎﻋﺪ‬
elevators are too slow.
.‫ﺑﻄﯿﺌﺔ ﺟﺪا‬
Ø The building manager instructs the ‫ﯾﺄﻣﺮ ﻣﺪﯾﺮ اﻟﻤﺒﻨﻰ اﻟﻤﮭﻨﺪﺳﯿﻦ ﻹﯾﺠﺎد‬ §
engineers to find a way to speed up
.‫وﺳﯿﻠﺔ ﻟﺘﺴﺮﯾﻊ اﻟﻤﺼﺎﻋﺪ‬
Ø the elevators.
‫ وﻗﺎل اﻧﮫ ﺣﻞ‬، ‫ﺑﻌﺪ ﻣﺰﯾﺪ ﻣﻦ اﻟﻤﺮاﺟﻌﺔ‬ §
Ø After further review, he refines the problem
‫اﻟﻤﺸﻜﻠﺔ وذﻟﻚ ﻣﻦ ﺧﻼل ﺗﺮﻛﯿﺐ‬
to address how to install additional
.‫ﻣﺼﺎﻋﺪ إﺿﺎﻓﯿﺔ‬
elevators. ‫ وﻗﺎل اﻧﮫ ﻋﺎدت‬، ‫وﻋﻠﻲ اﻟﺮﻏﻢ ﻣﻦ ذﻟﻚ‬ §
Ø However, he ultimately refines the problem
‫اﻟﻤﺸﻜﻠﺔ ﻣﺮة أﺧﺮى‬
once again.
 Tools for defining the problem
‫أدوات ﻟﺘﻌﺮﯾﻒ اﻟﻤﺸﻜﻠﺔ‬
•it is important to identify the underlying ‫ ﻣن اﻟﻣﮭم ﺗﺣدﯾد اﻟﻣﺷﻛﻠﺔ‬v
problem in order to generate the right ‫اﻷﺳﺎﺳﯾﺔ ﻣن أﺟل ﺗوﻟﯾد اﻟﺣﻠول‬
solutions. .‫اﻟﺻﺣﯾﺣﺔ‬
• Problem solvers can go down the wrong ‫ ﯾﻣﻛن ﻟﻠﻘﺎﺋﻣﯾن ﻋﻠﻲ ﺣل‬v
path with possible solutions if they do ‫اﻟﻣﺷﺎﻛل اﻟذھﺎب إﻟﻰ اﻟطرﯾق‬
not understand the true problem. ‫اﻟﺧﺎطﺊ إذا ﻛﺎﻧوا ﻻ ﯾﻔﮭﻣون‬
.‫اﻟﻣﺷﻛﻠﺔ اﻟﺣﻘﯾﻘﯾﺔ‬
• These possible solutions often only ‫ ھذه اﻟﺣﻠول اﻟﻣﻣﻛﻧﺔ ﻏﺎﻟﺑﺎ ً ﻣﺎ‬v
treat the symptoms ‫اﻟﻌرض‬of the ،‫ﺗﻌﺎﻟﺞ ﻓﻘط أﻋراض ﻣن اﻟﻣﺷﻛﻠﺔ‬
problem, and not the real problem .‫وﻟﯾس اﻟﻣﺷﻛﻠﺔ اﻟﺣﻘﯾﻘﯾﺔ ﻧﻔﺳﮭﺎ‬
itself.
 Tools for defining the problem
‫أدوات ﻟﺘﻌﺮﯾﻒ اﻟﻤﺸﻜﻠﺔ‬
Four tools to use in defining the problem are: ‫أرﺑﻌﺔ أدوات ﻻﺳﺗﺧداﻣﮭﺎ ﻓﻲ ﺗﻌرﯾف‬
:‫اﻟﻣﺷﻛﻠﺔ‬
• Determining where the problem originated
‫ ﺗﺣدﯾد أﯾن ﻧﺷﺄت اﻟﻣﺷﻛﻠﺔ‬ü
• Defining the present case and the desired ‫ ﺗﻌرﯾف اﻟوﺿﻊ اﻟﺣﺎﻟﻲ واﻟوﺿﻊ‬ü
case ‫اﻟﻣرﻏوب‬
• Stating and restating the problem ‫ ﺻﯾﺎﻏﺔ واﻋﺎدة ﺻﯾﺎﻏﺔ اﻟﻣﺷﻛﻠﺔ‬ü
• Analyzing the problem ‫ ﺗﺣﻠﯾل اﻟﻣﺷﻛﻠﺔ‬ü
‫ ﻣن اﻟﻣﻣﻛن ﻋدم اﺳﺗﺧدام ﻛل ھذه‬-
- You may not use all of these tools to help .‫اﻷدوات ﻟﻠﻣﺳﺎﻋدة ﻓﻲ ﺗﺣدﯾد ﻣﺷﻛﻠﺔ‬
define a problem. ‫ وﻣن اﻟﻣﻣﻛن اﺳﺗﺧدام أدوات ﻣﺧﺗﻠﻔﺔ‬-
- Different tools lend themselves to some kinds ‫اﺧري ﺗﺻﻠﺢ ﻟﺑﻌض أﻧواع اﻟﻣﺷﺎﻛل أﻓﺿل‬
of problems better than other kinds. .‫ﻣن اﻷﻧواع اﻷﺧرى‬
 Determining where the problem originated
‫ﺗﺤﺪﯾﺪ أﯾﻦ ﻧﺸﺄت اﻟﻤﺸﻜﻠﺔ‬
• Successful problem solvers get to the root of the ‫ﯾﺳﺗطﯾﻊ اﻟﻘﺎﺋﻣون ﻋﻠﻲ ﺣل اﻟﻣﺷﺎﻛل اﻟﻣﺣﺗرﻓون‬
problem by interviewing or questioning anyone ‫اﻟوﺻول إﻟﻰ ﺟذور اﻟﻣﺷﻛﻠﺔ ﻣن ﺧﻼل إﺟراء‬
who might know something useful about the ‫ﻣﻘﺎﺑﻼت أو اﺳﺗﺟواب أي ﺷﺧص ﻗد ﯾﻌرف ﺷﯾﺋﺎ‬
problem. .‫ﻣﻔﯾدا ﻋن اﻟﻣﺷﻛﻠﺔ‬
Ask questions about the problem, including
questions that: ‫ ﺑﻣﺎ ﻓﻲ ذﻟك اﻷﺳﺋﻠﺔ‬،‫اطرح أﺳﺋﻠﺔ ﺣول اﻟﻣﺷﻛﻠﺔ‬
:‫اﻟﺗﻲ‬
• Clarify the situation
‫• ﺗوﺿﯾﺢ اﻟﻣوﻗف واﻟﺣﺎﻟﺔ‬
• Challenge assumptions about the problem ‫• ﻣﺎ ھﻲ ﻓرﺿﯾﺎت وﺗﺣدﯾﺎت اﻟﻣﺷﻛﻠﺔ؟‬
• Determine possible reasons and evidence ‫• ﺗﺣدﯾد اﻷﺳﺑﺎب واﻷدﻟﺔ اﻟﻣﺣﺗﻣﻠﺔ‬
‫• اﺳﺗﻛﺷﺎف وﺟﮭﺎت ﻧظر ﻣﺧﺗﻠﻔﺔ ﺑﺷﺄن‬
• Explore different perspectives concerning the
problem ‫اﻟﻣﺷﻛﻠﺔ‬
‫• اﺳﺄل اﻟﻣزﯾد ﻋن اﻟﺳؤال اﻷﺻﻠﻲ‬
• Ask more about the original question
 Story
q A classic story of the issue of problem ‫ﻗﺻﺔ ﻛﻼﺳﯾﻛﯾﺔ ﻣن ﻣﺳﺄﻟﺔ ﺗﻌرﯾف‬ q
definition is the case of a high-rise hotel ‫اﻟﻣﺷﻛﻠﺔ ھو ﺣﺎﻟﺔ ﻓﻧدق ﺷﺎھق ﺣﯾث ﯾﺑدأ‬
where guests begin complaining that ‫اﻟﺿﯾوف ﯾﺷﻛون ﻣن أن اﻟﻣﺻﺎﻋد ﺑطﯾﺋﺔ‬
the elevators are too slow. .‫ﺟدا‬
q The building manager instructs the ‫ﻣدﯾر اﻟﻣﺑﻧﻰ ﯾﺄﻣر اﻟﻣﮭﻧدﺳﯾن ﻹﯾﺟﺎد‬ q
engineers to find a way to speed up .‫وﺳﯾﻠﺔ ﻟﺗﺳرﯾﻊ اﻟﻣﺻﺎﻋد‬
q the elevators. ‫ وﻗﺎل اﻧﮫ ﺣل‬، ‫ﺑﻌد ﻣزﯾد ﻣن اﻟﻣراﺟﻌﺔ‬ q
q After further review, he refines the ‫اﻟﻣﺷﻛﻠﺔ ﻋن طرﯾق ﺗرﻛﯾب ﻣﺻﺎﻋد‬
problem to address how to install .‫إﺿﺎﻓﯾﺔ‬
additional elevators. ‫ وﻗﺎل اﻧﮫ ﻓﻲ ﻧﮭﺎﯾﺔ اﻟﻣطﺎف‬، ‫وﻣﻊ ذﻟك‬ q
q However, he ultimately refines the .‫ﻋﺎدت اﻟﻣﺷﻛﻠﺔ ﻣرة أﺧرى‬
problem once again.
 Defining the present state and the desired state
‫ﺗﻌﺮﯾﻒ اﻟﻮﺿﻊ اﻟﺤﺎﻟﻲ واﻟﻮﺿﻊ اﻟﻤﺮﻏﻮب‬

• When using this tool, you write a statement of ‫ ﺗﻛﺗب ﻋﺑﺎرة‬،‫§ ﻋﻧد اﺳﺗﺧدام ھذه اﻷداة‬
the situation as it currently exists. Then you ‫ ﺛم‬.‫ﻋن اﻟوﺿﻊ ﻛﻣﺎ ھو ﻣوﺟود ﺣﺎﻟﯾًﺎ‬
write a statement of where what you would ‫ﺗﻛﺗب ﻋﺑﺎرة اﺧري ﺣول ﻣﺎ ﺗرﻏب ﻓﻲ‬
like the situation to look like. .‫أن ﯾﺑدو ﻋﻠﯾﮫ اﻟوﺿﻊ‬
‫§ وﯾﻧﺑﻐﻲ أن ﺗﺗﺿﻣن اﻟﻌﺑﺎرة اﻟﻣرﻏوﺑﺔ‬
• The desired state should include concrete
‫ﺗﻔﺎﺻﯾل ﻣﻠﻣوﺳﺔ وأﻻ ﺗﺗﺿﻣن أي‬
details and should not contain any information
‫ﻣﻌﻠوﻣﺎت ﻋن اﻷﺳﺑﺎب أو اﻟﺣﻠول‬
about possible causes or solutions.
.‫اﻟﻣﻣﻛﻧﺔ‬
• Refine the descriptions for each state until the ‫§ ﺗﺣﺳﯾن وﺗوﺿﯾﺢ اﻟوﺻف ﻟﻛل وﺿﻊ‬
concerns and needs identified in the present ‫ﺣﺗﻰ ﯾﺗم ﻣﻌﺎﻟﺟﺔ اﻟﻣﺧﺎوف‬
state are addressed in the desired state. ‫واﻻﺣﺗﯾﺎﺟﺎت اﻟﻣﺣددة ﻓﻲ اﻟوﺿﻊ‬
.‫اﻟﺣﺎﻟﻲ ﻓﻲ اﻟوﺿﻊ اﻟﻣطﻠوب‬
 Stating and Restating the problem
‫ﺻﯿﺎﻏﺔ واﻋﺎدة ﺻﯿﺎﻏﺔ اﻟﻤﺸﻜﻠﺔ‬
• The problem statement and restatement technique ‫§ ﯾﺳﺎﻋد ﺻﯾﺎﻏﺔ وإﻋﺎدة ﺻﯾﺎﻏﺔ اﻟﻣﺷﻛﻠﺔ‬
also helps evolve the understanding of the problem. ‫وﺗﻘﻧﯾﺔ إﻋﺎدة اﻟﺗﻘﯾﯾم ﻋﻠﻰ ﺗطوﯾر ﻓﮭم‬
• First write a statement of the problem, no matter .‫اﻟﻣﺷﻛﻠﺔ‬
how vague. ،‫ أوﻻً أﻛﺗب ﻋﺑﺎرة ﺗﺣدد ﻓﯾﮭﺎ اﻟﻣﺷﻛﻠﺔ‬ü
• Then use various triggers to help identify the true .‫ﻣﮭﻣﺎ ﻛﺎﻧت ﻏﺎﻣﺿﺔ وﻏﯾر ﻣﻔﮭوﻣﮫ‬
problem. ‫ ﺛم اﺳﺗﺧدم ﻣﺣﻔزات ﻣﺧﺗﻠﻔﺔ ﻟﻠﻣﺳﺎﻋدة‬ü
• The triggers are: .‫ﻓﻲ ﺗﺣدﯾد اﻟﻣﺷﻛﻠﺔ اﻟﺣﻘﯾﻘﯾﺔ‬
• Place importance on different words in the :‫اﻟﻣﺣﻔزات ھﻲ‬
statement and ask questions about each ‫§ ﺿﻌوا أھﻣﯾﺔ ﻋﻠﻰ ﻛﻠﻣﺎت ﻣﺧﺗﻠﻔﺔ ﻓﻲ‬
importance. .‫اﻟﻌﺑﺎرة وطرح أﺳﺋﻠﺔ ﺣول ﻛل أھﻣﯾﺔ‬
• Replace one word in the statement with a substitute ‫§ اﺳﺗﺑدل ﻛﻠﻣﺔ واﺣدة ﻓﻲ اﻟﻌﺑﺎرة ﺑﻛﻠﻣﺔ‬
that clearly defines the word to reframe the ‫ﺑدﯾﻠﺔ ﻹﻋﺎدة ﺻﯾﺎﻏﺔ اﻟﻣﺷﻛﻠﺔ ﻣرة‬
problem. ‫اﺧرى‬
 Analyzing the Problem
‫ﺗﺤﻠﯿﻞ اﻟﻤﺸﻜﻠﺔ‬

This tool helps define the problem by ‫ﺗﺳﺎﻋد ھذه اﻷداة ﻓﻲ ﺗﻌرﯾف اﻟﻣﺷﻛﻠﺔ ﻋن‬
:‫طرﯾق اﻟﺗﻣﯾﯾز ﺑﯾن اﻟﻔرق ﺑﯾن‬
distinguishing the difference between:

• what is and what is not, ‫ﻣﺎ ھﻲ اﻟﻣﺷﻛﻠﺔ؟‬ ü

‫أﯾن ﺗﻛﻣن اﻟﻣﺷﻛﻠﺔ؟‬ ü
• where the problem is, and where it is not, ‫ﻣﺗﻰ ﺗﻛون اﻟﻣﺷﻛﻠﺔ؟‬ ü
‫إﻟﻰ أي ﻣدى ﺗوﺟد اﻟﻣﺷﻛﻠﺔ؟‬ ü
• when the problem is, and when it is not,

• To what extent the problem exists, and

what extent it does not exist.
 Analyzing the Problem
• Examining the distinctions between what, where, ‫دراﺳﺔ اﻟﻔروق ﺑﯾن ﻣﺎ ھو وأﯾن وﻣﺗﻰ وﻣدى‬
when, and to what extent the problem is and what, ‫اﻟﻣﺷﻛﻠﺔ وﻣﺎذا وأﯾن وﻣﺗﻰ وإﻟﻰ أي ﻣدى ﯾﻣﻛن‬
where, when and to what extent it can lead to helpful .‫أن ﺗؤدي إﻟﻰ رؤى ﻣﻔﯾدة ﺣول اﻟﻣﺷﻛﻠﺔ‬
insights about the problem. ‫ ﻣﺎ ھﻲ اﻷﺳﺋﻠﺔ اﻟﺗﻲ ﺗﺳﺎﻋد ﻋﻠﻰ ﺗﺣدﯾد‬ü
.‫اﻟﻣﺷﻛﻠﺔ‬
• what questions help to identify the problem. ‫ ﺗﺳﺎﻋداﻷﺳﺋﻠﺔ ﻋﻠﻰ ﺗﺣدﯾد ﻣوﻗﻊ اﻟﻣﺷﻛﻠﺔ‬ü
•where questions help to locate the problem ‫ ﻣﺗﻰ ﺗﺳﺎﻋداﻷﺳﺋﻠﺔ ﻋﻠﻰ اﻛﺗﺷﺎف ﺗوﻗﯾت‬ü
• when questions help discover the timing of the ‫اﻟﻣﺷﻛﻠﺔ‬
problem ‫ إﻟﻰ أي ﻣدى ﺗﺷﻣل اﻷﺳﺋﻠﺔ اﻟﺗﻲ ﺗﺳﺗﻛﺷف‬ü
•To what extent Questions that explore the :‫ﺣﺟم اﻟﻣﺷﻛﻠﺔ‬
magnitude ‫ ﺣﺟم‬of the problem include: ‫• إﻟﻰ أي ﻣدى ﻣﻘﺎﺑل ﻛﯾﻔﯾﺔ ﺗﺣدﯾد‬
•How far vs. how localized? ‫ﻣوﻗﻌﮭﺎ؟‬
‫• ﻛم ﻋدد اﻟوﺣدات اﻟﻣﺗﺄﺛرة ﻣﻘﺎﺑل ﻋدد‬
•How many units are affected vs. how many units ‫اﻟوﺣدات اﻟﺗﻲ ﻻ ﺗﺗﺄﺛر؟‬
are not affected? ‫• ﻛﯾﻔﯾﺔ ﺗﺄﺛر آو ﻋدم ﺗﺄﺛر ﺷﻲء ﻣﺎ ﻣﻘﺎﺑل‬
•How much of something is affected vs. how much is ‫اﻵﺧر؟‬
not affected?
 Writing the Problem Statement
‫ﺻﯿﺎﻏﺔ اﻟﻤﺸﻜﻠﺔ ﻓﻲ ﻋﺒﺎرة‬
The problem statement should: The problem statement should not include:
• Include specific details about • Any mention of possible causes
the problem, including who, • Any potential solutions
what, when, where, and how • A detailed, clear, and concise problem
• Address the scope of the statement will provide clear-cut goals
problem to identify boundaries for focus and direction for coming up
of what you can reasonably with solutions.
solve
:‫• ﯾﺟب أن ﺗﺣﺗوي ﺻﯾﺎﻏﺔ ﻋﺑﺎرة اﻟﻣﺷﻛﻠﺔ‬ :‫ﻻ ﯾﺟب أﻻ ﺗﺣﺗوي ﺻﯾﺎﻏﺔ ﻋﺑﺎرة اﻟﻣﺷﻛﻠﺔ‬
‫ ﺑﻣﺎ ﻓﻲ‬،‫ ﺗﺿﻣﯾن ﺗﻔﺎﺻﯾل ﻣﺣددة ﺣول اﻟﻣﺷﻛﻠﺔ‬ü ‫ أي ذﻛر ﻷي أﺳﺑﺎب ﻣﺣﺗﻣﻠﺔ‬ü
،‫ أﯾن‬،‫ ﻣﺗﻰ‬،‫ وﻣﺎذا‬،‫ذﻟك ﻣن‬ ‫ أي ﺣﻠول ﻣﺣﺗﻣﻠﺔ‬ü
‫ ﺑﯾﺎن ﻣﻔﺻل وواﺿﺢ وﻣوﺟز ﻟﻠﻣﺷﻛﻠﺔ ﺗﻘدم أھداف واﺿﺣﺔ‬ü
‫ وﻛﯾف ﻣﻌﺎﻟﺟﺔ ﻧطﺎق اﻟﻣﺷﻛﻠﺔ ﻟﺗﺣدﯾد ﺣدود اﻟﺣد‬ü
.‫ﻟﻠﺗرﻛﯾز واﻟﺗوﺟﯾﮫ ﻣن أﺟل اﻟﺗوﺻل إﻟﻰ ﺣﻠول‬
‫اﻟﻔﺎﺻل ﻟﻣﺎ ﯾﻣﻛﻧك ﺣﻠﮫ ﺑﺷﻛل ﻣﻌﻘول‬
 Writing the Problem Statement
‫ﺻﯿﺎﻏﺔ اﻟﻤﺸﻜﻠﺔ ﻓﻲ ﻋﺒﺎرة‬
• Writing an accurate problem statement can ‫ﺻﯾﺎﻏﺔ ﻋﺑﺎرة اﻟﻣﺷﻛﻠﺔ ﺑﺷﻛل دﻗﯾق‬ •
‫ﯾﻣﻛن أن ﺗﺳﺎﻋد ﻋﻠﻰ ﺗﻣﺛﯾل اﻟﻣﺷﻛﻠﺔ‬
help accurately represent the problem.
.‫ﺑدﻗﺔ‬
• This helps clarify unclear problems. ‫وھذا ﯾﺳﺎﻋد ﻋﻠﻰ ﺗوﺿﯾﺢ اﻟﻣﺷﺎﻛل‬ •
.‫ﻏﯾر اﻟواﺿﺣﺔ‬
• The problem statement may evolve through ‫ﻗد ﺗﺗطور اﻟﻣﺷﻛﻠﺔ ﻣن ﺧﻼل‬ •
the use of the four problem definition tools ‫اﺳﺗﺧدام أدوات ﺗﻌرﯾف اﻟﻣﺷﻛﻠﺔ‬
and any additional information gathered ‫اﻷرﺑﻌﺔ وأﯾﺔ ﻣﻌﻠوﻣﺎت إﺿﺎﻓﯾﺔ ﯾﺗم‬
about the problem. .‫ﺟﻣﻌﮭﺎ ﺣول اﻟﻣﺷﻛﻠﺔ‬
• As the statement becomes more refined ,the ‫ﻛﻣﺎ ﺗﺻﺑﺢ ﺻﯾﺎﻏﺔ اﻟﻌﺑﺎرة أﻛﺛر‬ •
types and effectiveness of potential ‫ ﯾﺗم ﺗﺣﺳﯾن أﻧواع وﻓﻌﺎﻟﯾﺔ‬،‫دﻗﺔ‬
solutions are improved. .‫اﻟﺣﻠول اﻟﻣﺣﺗﻣﻠﺔ‬
 Story

v The solution to the real problem is to ‫ اﻟﺣل ﻟﻠﻣﺷﻛﻠﺔ اﻟﺣﻘﯾﻘﯾﺔ ھو ﺗﺛﺑﯾت‬v

install mirrors in front of the elevators to ‫اﻟﻣراﯾﺎ أﻣﺎم اﻟﻣﺻﺎﻋد ﻟﺻرف‬
distract guests from the wait time. .‫اﻟﺿﯾوف ﻣن وﻗت اﻻﻧﺗظﺎر‬

v When the problem is defined as the ‫ ﻋﻧدﻣﺎ ﯾﺗم ﺗﻌرﯾف اﻟﻣﺷﻛﻠﺔ ﻋﻠﻰ أﻧﮭﺎ‬v
number of complaints being made, the ، ‫ﻋدد اﻟﺷﻛﺎوى اﻟﺗﻲ ﯾﺗم ﺗﻘدﯾﻣﮭﺎ‬
solution turned out to be fairly simple and ‫اﺗﺿﺢ أن اﻟﺣل ﺑﺳﯾط وﻏﯾر ﻣﻛﻠف‬
inexpensive compared to other solutions ‫إﻟﻰ ﺣد ﻣﺎ ﻣﻘﺎرﻧﺔ ﺑﺎﻟﺣﻠول اﻷﺧرى‬
the building manager considers. .‫اﻟﺗﻲ ﯾﻧظر ﻓﯾﮭﺎ ﻣدﯾر اﻟﻣﺑﻧﻰ‬

v After implementing this solution, the ‫ ﺗﺗوﻗف ﺷﻛﺎوى‬،‫ ﺑﻌد ﺗﻧﻔﯾذ ھذا اﻟﺣل‬v
hotel complaints stop completely. ‫اﻟﻔﻧدق ﺗﻣﺎًﻣﺎ‬