AMOUNT OF TIME
Twice a week
Step 4. Combining attributes:
A 30-minute lunch beginning at 12:30 in the conference room with the boss once a week.
A 90-minute lunch beginning at 11:30 in the conference room with co-workers twice a week.
A 45-minute lunch beginning at 11:00 in the cafeteria with the management team every other day.
A 30-minute lunch beginning at 12:00 alone in the office on alternate days.
Step 3. Alternative attributes:
Step 1. Problem statement: The operator takes extended lunch breaks every day with friends in the cafeteria.
Step 2. Major attributes of the problem:
AMOUNT OF TIME
More than 1 hour
example, the following is a list of some relational
To illustrate the use of this technique, suppose you are faced with the following problem: Our cus- tomers are dissatisfied with our service. The two major elements in this problem are customers and service. They are connected by the phrase are dissatisfied with. With the relational algorithm technique, the rela- tional words in the problem statement are removed and replaced with other relational words to see if new ideas for alternative solutions can be identified. Consider the following connections in which new rela- tional words are used:
❏ Customers among service (e.g., customers interact with service personnel)
❏ Customers as service (e.g., customers deliver service to other customers)
❏ Customers and service (e.g., customers and ser- vice personnel work collaboratively together)
❏ Customers for service (e.g., customer focus groups can help improve service)
❏ Service near customers (e.g., change the loca- tion of the service to be nearer customers)
❏ Service before customers (e.g., prepare person- alized service before the customer arrives)
❏ Service through customers (e.g., use customers to provide additional service)
❏ Service when customers (e.g., provide timely service when customers want it)
By connecting the two elements of the problem in different ways, new possibilities for problem solution can be formulated.
The perspective taken in this chapter has a clear bias toward Western culture. It focuses on analytical and creative problem solving as methods for addressing specific issues. Enhancing creativity has a specific
SOLVING PROBLEMS ANALYTICALLY AND CREATIVELY