Deck 5: Creative Problem Solving

Question 1

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.

Answer 1

True

Question 2

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

Answer 2

False

Question 3

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

Answer 3

False

Question 4

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
B) Intuitive problem identification
C) Gathering information
D) Learning to connect the dots

Question 5

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
B) build consensus
C) diagnose the problem
D) recognize the problem

Question 6

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

Question 7

Which step of the problem solving process is defined by the statement "Grasp the true nature of the problem"?

A) evaluate the solution
B) develop alternatives
C) diagnose the problem
D) recognize the problem

Question 8

A manager's primary job is to schedule shifts.

Question 9

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

Question 10

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

Question 11

A straightforward three-stage process for problem solving is sometimes called a ___ approach.

A) rational
B) analytical
C) intellectual
D) both rational and analytical

Question 12

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

Question 13

A manager's primary job is ____.

A) managing people
B) resource management
C) to solve problems
D) making money

Question 14

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.

Question 15

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

Question 16

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

Question 17

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

Question 18

____ basically means the process of taking corrective action to meet objectives and achieve desired results.

A) Problem solving
B) Managing
C) Interpreting
D) Process improvement

Question 19

_____ means using your experience and judgement to make a decision.

A) Rational decision making
B) Intuitive problem identification
C) Gathering information
D) Learning to connect the dots

Question 20

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.

Question 21

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
B) The five why's
C) Creative intuition
D) all of these

Question 22

___ is a systematic approach to finding out what the true cause of a problem is instead of addressing symptoms.

A) Root cause analysis
B) The five why's
C) Creative intuition
D) all of these

Question 23

___ is a problem-solving technique that involves asking "why" over and over.

A) Root cause analysis
B) The five why's
C) The four why's
D) Why? analysis

Question 24

What is a set of interacting elements that continually affect one another over time and work toward a common purpose?

A) team
B) satisfice
C) system
D) systematic thinking

Question 25

What is the final stage in the problem-solving process?

A) define the problem
B) select a response
C) execute a solution
D) use rational analysis

Question 26

When developing alternatives for a solution, what is the first step?

A) search the environment
B) think systemically
C) satisfice
D) obtain support

Question 27

___ can be defined simply as generating new and potentially useful ideas.

A) Freewheeling
B) Creative intuition
C) Creativity
D) Brainstorming

Question 28

When selecting the right alternative, it is a good idea to ____.

A) make the decision alone
B) obtain support from other managers
C) find the optimal solution
D) use rational analysis

Question 29

____ means to accept a satisfactory outcome rather than try to achieve the optimal outcome.

A) Satisficing
B) Accepting
C) Perfecting
D) Evaluating

Question 30

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

Question 31

Feedback is important because problem solving is a ____.

A) long process
B) difficult process
C) continuous process
D) highly scrutinized process

Question 32

What term means to see the synergy of the whole rather than just the separate elements of a system?

A) authoritative thinking
B) satisficing
C) system
D) systematic thinking

Question 33

Which of the following is a technique to improve problem solving?

A) root cause analysis
B) brainstorming
C) involvement
D) all of these

Question 34

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

Question 35

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

Question 36

When executing a solution, ____ is often routine because the expertise and knowledge rest with the lower-level managers.

A) tracking
B) project management
C) a delay
D) authorization

Question 37

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

Question 38

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

Question 39

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

Question 40

Jim has an ambiguous, difficult problem. What is the best way for him to pick the better alternative?

A) satisficing
B) using data analysis
C) using intuition and judgement
D) rational analysis

Question 41

What do managers use to make sure a proposed solution is put into action?

A) communication
B) motivation
C) leadership skills
D) all of these

Question 42

The following terms describe which problem-solving style: approaches tasks from unexpected angles, discovers problems, questions current assumptions and approaches

A) innovator style
B) adaptor style
C) creative style
D) status-quo style

Question 43

Which technique breaks a decision-making group into two subgroups and assigns them different, often competing, responsibilities?

A) brainstorming
B) point-counterpoint
C) devil's advocate
D) rigorous debate

Question 44

The negativity bias is also called a ___.

A) sunk-cost trap
B) downside bias
C) overconfidence
D) escalating commitment

Question 45

A ____ has the role of challenging the assumptions and assertions made by the group.

A) brainstorming committee
B) point-counterpoint
C) devil's advocate
D) rigorous debater

Question 46

Where do a lot of people typically get their best ideas?

A) in the shower
B) while studying
C) while watching TV
D) while playing a sport

Question 47

The ___ seeks to expand on and improve something that already exists.

A) innovator style
B) adaptor style
C) creative style
D) status-quo style

Question 48

___ refers to a tendency to continue investing time, money, and energy in something despite evidence that it is not working.

A) Sunk cost
B) Negativity bias
C) Overconfidence
D) Escalating commitment

Question 49

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
B) Negativity bias
C) Overconfidence
D) Escalating commitment

Question 50

___ uses a face-to-face interactive group to spontaneously suggest a wide range of creative ideas.

A) Freewheeling
B) Focus group
C) Creativity
D) Brainstorming

Question 51

____ is constructive conflict based on divergent points of view.

A) Brainstorming
B) Creative intuition
C) Devil's advocate
D) Rigorous debate

Question 52

____ bring people together either in person or in an interactive group over a computer network.

A) Brainwriting
B) Electronic brainstorming
C) both of these
D) neither of these

Question 53

Good managers are usually ____.

A) innovator style
B) adaptor style
C) a mix of both innovator and adaptor
D) status-quo style

Question 54

____ leads to a manager making flawed decisions because he is overly sure of himself.

A) Sunk-cost trap
B) Downside bias
C) Overconfidence
D) Escalating commitment

Question 55

Which of the following is a key to effective brainstorming?

A) no criticism
B) freewheeling is welcome
C) quantity desired
D) all of these

Question 56

The Army's use of ____ is shown in their procedure of asking four simple questions after a field operation or training exercise.

A) feedback
B) motivation
C) involving stakeholders
D) after-action reviews

Question 57

Managers frequently solve problems ____.

A) by exploring new options
B) based on what worked in the past
C) digging for additional information
D) investing in new technologies

Question 58

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

Question 59

An example of ___ is pouring more and more effort into a failing employee instead of simply firing the employee.

A) a rising cost
B) negativity bias
C) overconfidence
D) escalating commitment

Question 60

Which type of personal approach to problem solving likes to challenge basic assumptions to discover new alternatives?

A) innovator style
B) adaptor style
C) both of these
D) neither of these

Question 61

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

Question 62

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

Question 63

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

Question 64

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.

Question 65

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

Question 66

Explain the entire problem-solving process using an outline.

Question 67

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