Solve Business Challenges with Wicked ProblemSolving Nagaraja Gundappa NetCom Learning
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AGENDA What is wicked Problem
Characteristics of Wicked Problem Wicked Problem Examples Five Pillars of Problem Solving Approach to Solve Wicked Problem
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WHAT IS A WICKED PROBLEM • The phrase was originally used in social planning. Its modern sense was introduced in 1967 by C. West Churchman • A tricky problem that has no straightforward solution • A problem that cannot be solved using standard problem-solving approaches such as cause effect analysis • A problem that is difficult or impossible to solve because of incomplete, contradictory, and changing requirements that are often difficult to recognize • The term wicked indicates trickiness of the problem and not lending to a solution rather than evilness.
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CHARACTERISTICS OF WICKED PROBLEM • They do not have a definitive formulation. • They do not have a “stopping rule.” In other words, these problems lack an inherent logic that signals when they are solved. • Their solutions are not true or false, only good or bad. • There is no way to test the solution to a wicked problem. • They cannot be studied through trial and error. Their solutions are irreversible so, as Rittel and Webber put it, “every trial counts.” • There is no end to the number of solutions or approaches to a wicked problem. • All wicked problems are essentially unique. • Wicked problems can always be described as the symptom of other problems. • The way a wicked problem is described determines its possible solutions. • Planners, that is those who present solutions to these problems, have no right to be wrong. Unlike mathematicians, “planners are liable for the consequences of the solutions they generate; the effects can matter a great deal to the people who are touched by those actions.” © 1998-2021 NetCom Learning
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WICKED PROBLEM EXAMPLES
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THE FIVE PILLARS OF PROBLEM SOLVING
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THE FIVE PILLARS OF PROBLEM SOLVING • • • • • • • •
Benefits Reliability Consistency Reusability / Repeatability Efficiency Pedictability Relatability Competitive Edge. Customer Satisfaction
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BENEFITS OF STANDARDIZATION
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APPROACH TO SOLVE WICKED PROBLEMS • Break down information into nodes and links. • Visualize the information.
• Collaborate and include stakeholders in the process. • Release solutions quickly and gather continuous feedback. • Carry out multiple iterations.
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