Is Problem Solving an Art or Science?
Problem solving is taught and deemed as numbers game.
The general practice is to fire-up Microsoft Excel (or its equivalent), list parameters to evaluate, give weightage to these parameters and then list out numbers in favor or against each of the options. Every problem solving method is a derivative of SODAS methodology.
But does this cover all aspects of problem solving?
Let us take a simple example of buying a tablet. For simplicity, let us limit the choices between Apple iPad and Samsung Tablet.
| Factor | iPad | Samsung Tab |
|---|---|---|
| Price | + | - |
| Design | + | x |
| Availability of Applications | + | - |
| Size & Weight | + | - |
| User Experience | + | x |
(+ = advantage; – = disadvantage; x = more or less the same)
In most of the factors iPad comes out on the top. So objectively (which is just another term for scientific analysis) iPad is the choice. Having decided to buy a tablet, I should visit the nearest Apple store and buy an iPad.
But there is another side to this decision.
As an Indian, I think Apple considers India as a dumping ground for its iPad 1. Apple introduced iPad 1 just before introducing iPad 2 and not announced any roadmaps for introducing iPad 2 in India. So I have chosen to believe that Apple is not treating India (and Indians) with respect. And that is a blow to my big ego. So what do I do? Swallow my pride and buy iPad 1 or choose an alternative?
You might say I’m clouding the solution with emotion. Absolutely. And that is my exact point too.
Tell me, honestly, which of the organization problem can be solved without emotions playing a role?
From hiring to termination and sales to customer service, every single activity in an organization deals with problems where interplay of emotions are involved.
You may analyze a situation objectively and arrive at a solution statistically; but to solve a problematic situation, you will have to treat people impacted with empathy.
That is an art.
This post is part of ‘Be a Problem Solver‘ series.
I totally agree with all your points (if I understood...