Problem solving is an important part of the managerial role. Few writers have written exclusively on this topic, but those who have agree broadly on the key stages of a systematic approach required to take effective decisions. First, there are different types of problems - mysteries, difficulties, assignments, opportunities, puzzles, dilemmas - each of which requires a different problem-solving approach. There are then different stages in the problem-solving process: analysing the problem, setting objectives and establishing criteria for success, information gathering, decision making, implementation and reviewing success.

There are a number of techniques that can be used to solve problem techniques more effectively. Problem identification techniques include situational appraisal and significance analysis.  Brainstorming, the fishbone technique, Pareto charts and historograms are used for information gathering and analysis. Team-based problem solving has increased importance for a number of reasons; as organizational problems become more complex, more than one person is often involved in a particular problem, making a team approach more suitable.

Problem-solving processes are at the heart of total quality management, project management and continuous improvement programmes. Recent writers have also drawn attention to the need to create the right organization culture and climate for problems to be solved innovatively, particularly when the organization is undergoing dramatic change.

Jane Cranwell-Ward