How Humans Really Solve Complex Problems Time
How Humans Really Solve Complex Problems • Problem solving is Opportunity-Driven • Early attempts at solutions • Experiments • Prototypes • Hunches • Late efforts to understand the real problem
“Wicked Problems” n You don’t understand the problem ‘til you have a solution n Many stakeholders n Changing constraints – $$, time, players n Run out of resources © 1997 GDSS, Inc.
Study: How Humans Really Work
The Great Mystery n Everyone knows that the linear approach doesn’t work on most problems n We all sense that there is a way out … something better than “work harder” n Yet … we don’t directly address the organizational pain & frustration n Why?
The End of the Age of Science Individual Facts The Right Answer GAFI* You Social Are Here Meaning (stories) Ownership & understanding Meetings! * Gather, Analyze, Formulate, Implement
Skills for the Age of Design n Communication – Listening – Making a compelling case, story telling – Collaboration & teamwork Ability to bring coherence to chaos n Creativity n Facilitating wicked problem solving sessions (meetings!) n
Tools for the Age of Design n Shared space to create/nurture shared understanding n A “grammar”/structure to penetrate the fog of complexity, e. g. Visual Issue Mapping System (VIMS) © 1997 GDSS, Inc.
Visual Issue Mapping System n A simple, elegant grammar for problem solving & decision making n Extremely powerful – exposes the structure of any wicked problem n Based on the Issue-Based Information System (IBIS) concept (1972) © 1997 GDSS, Inc.
Visual Issue Mapping System n Questions State a problem or issue n Ideas Offer a possible solution n Pros Support an Idea n Cons Object to an Idea © 1997 GDSS, Inc.
Visual Issue Mapping System Get what we want + Build a new one What should we do about the tracking system? + Buy one Takes longer External support Which one to buy? © 1997 GDSS, Inc.
Quest. Map™ n n www. softbicycle. com n © 1997 GDSS, Inc. Supports VIMS plus Notes, References … Fast interface, easy to learn No limit to size or number of maps Prints maps and outlines Windows, Win 95, Win 98, NT
Case Studies Electric Utility: Environmental policy planning & compliance n Military: Organizational design n Telecommunications company: Requirements analysis, modeling n Trade association: Strategic planning n
Tips for Wicked Problems Create a VIMS map n Acknowledge each comment by capturing it (build trust) n Validate the map with the group n Structure into chunks by topic n Bring others up to speed by sharing the map with them n © 1997 GDSS, Inc.
More Tips for Wicked Problems Pay attention to the kinds of questions that are hidden in the discussion: n Deontic “What should we do? ” n Instrumental “How should we do it? ” n Meaning n Criterial “What are the criteria? ” n Factual “What is the case re. …? ” “What does … mean? ” © 1997 GDSS, Inc.
Summary n n We are trying to solve wicked problems with tame problem tools Meetings are an occasion for learning: – Learning about collaboration – Learning tools for wicked problems
Next Steps n Start using VIMS informally – Private notes, family decisions – Group meetings, planning sessions n Take the 2 -day VIMS course – Facilitation skills are for everyone! Buy Quest. Map ($89 single user) n Investigate Web-based collaboration tools (www. softbicycle. com) n
© 1997 GDSS, Inc.
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