Problem solving
in Information
Management
System
Lecture 01
Problem solving
1. What is problem solving ?
2. What steps do you take to solve a problem ?
3. Do you think identifying the problem is more
important than its solution ?
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Problem solving
What is problem solving ?
o A process that you go through to find
solutions to problems
o Skills that can be developed over time
o Used when needing to solve problems in
order to achieve a goal
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Problem solving
Definition: Problem-solving is a structured
process used to find effective solutions for
various challenges or goals. It involves
identifying the problem, brainstorming
potential solutions, evaluating those
solutions, and selecting the best one.
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Problem solving
Key Insight: The ability to clearly define the
problem is often more critical than finding
the solution. A poorly defined problem leads
to ineffective solutions.
Example: In a company experiencing slow
network speeds, if the problem is
misidentified as a hardware issue when it is
actually a software configuration issue, the
solution will not work.
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Problem definition
Defining the problem clearly is the first and
most crucial step in solving it.
Misunderstanding the problem will lead to
wasted effort and resources.
Tip: Break down complex problems into smaller parts
to ensure clarity.
Example: In an Information Management System,
a team might think the problem is “data loss,” but
defining the problem further reveals that the data
loss is due to poor backup schedules rather than
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hardware failure.
Problem definition
Questions to ask:
o Is this the real problem or just a symptom ?
o What impact does this problem have on the
system ?
o If the problem has occurred before, what
went wrong with the previous solution ?
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Problem definition
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Defining the problem
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Problem solving
o There are many ways to solve problems
o All ways involve a series of steps
o Seven-Step Problem Solving Model is one of
the most popular methods
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Seven-Step Problem Solving Model
1. Identify the Problem: Clearly define the
issue at hand.
2. Explore the Problem: Understand the
problem fully from different perspectives.
3. Set Goals: Define what you want to
achieve by solving the problem.
4. Look for Alternatives: Brainstorm and
explore different potential solutions.
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Seven-Step Problem Solving Model
5. Select the Best Alternative: Analyze which
solution will work best.
6. Implement the Solution: Put your selected
solution into action.
7. Evaluate the Outcome: Review the
effectiveness of your solution.
Example: Applying this model to improve the
performance of a cloud-based information
system that has slow response times.
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Seven-Step Problem Solving Model
Step 1: Identify the Problem
1. Identify the root cause of the problem rather
than just focusing on symptoms.
2. Ask critical questions
Why is this happening ?
What is the scale of the issue ?
Is this the real problem, or merely a
symptom of a larger one ?
If this is an old problem, what’s wrong
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with the previous solution ?
Seven-Step Problem Solving Model
Step 1: Identify the Problem
Example: If a system crashes often, don’t
just assume it’s hardware-related. It could
be a software issue, outdated patches, or
even a human error.
Key Strategy: Use the “5 Whys” method: Ask
“Why?” five times to dig deeper into the true
cause of the problem.
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Seven-Step Problem Solving Model
Step 2: Explore the Problem
o When you are clear what problems are think
about it from different angles, ask further questions:
How is the problem effecting the business ?
How are other perceiving the problem as well ?
What effect will this problem have on other
parts of the project ?
Fully understand all the problems
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Seven-Step Problem Solving Model
Step 2: Explore the Problem
o Exploring all aspects:
Break down the problem by understanding its
impact from various perspectives: technical,
business, and user perspectives.
Discuss how the problem affects other areas
of the system, project, or team.
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Seven-Step Problem Solving Model
Step 2: Explore the Problem
Example: If an information system is slow, it
could be due to:
Software (inefficient algorithms)
Hardware (outdated servers)
Network (slow bandwidth)
o Use Visualization Tools such as Fishbone
diagram to map out all possible causes.
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Seven-Step Problem Solving Model
Step 3: Set Goals
o Once you have thought about the problem from
different perspectives you can identify goals
o What is it that you [your team] want to achieve ?
o List possible goals:
Scope, time management, risks, content
management systems
Others ?
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Seven-Step Problem Solving Model
Step 3: Set Goals
o Goal Setting:
o Set SMART goals (Specific, Measurable,
Achievable, Relevant, Time-Bound) to guide
the problem-solving process
Example: Improve server response time by
30% in the next 2 months by optimizing
database queries
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Seven-Step Problem Solving Model
Step 3: Set Goals
o Other aspects to consider:
Time management
Risk management
Resource allocation
Goal example: Reduce backup failures to
less than 1% by implementing a daily
backup check system
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Seven-Step Problem Solving Model
Step 4: Look for Alternatives
o Once you have identified goals, look for
possible alternatives (solutions)
o The more you find the more you will be able
to discover an effective solution
o Brainstorm within the team to come up with
a list of possibilities [creative thinking]
o The aim is to collect as many alternative
solutions as possible
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Seven-Step Problem Solving Model
Step 4: Look for Alternatives
o Looking for solutions
The more alternatives you generate, the
higher chance of finding a creative and
effective solution
Brainstorm without judgement initially and
then evaluate later
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Seven-Step Problem Solving Model
Step 4: Look for Alternatives
Example: If data is being lost frequently,
alternatives might include:
Switching to cloud storage
Implementing more frequent backups
Introducing automated backup checks
Key Tip: Use a mind map to visualize all
possible solutions
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Seven-Step Problem Solving Model
Step 5: Select the Best Alternative
o From list of possible solutions
Sort out most relevant in priority [realistic
and possible]
Predict possible outcomes from the selected
solutions
Discuss these with team members
When you have explored the consequences,
use this information to identify the most
likely solution Capstone Project I
Seven-Step Problem Solving Model
Step 5: Select the Best Alternative
o Use a decision matrix to weigh the pros and
cons of each solution. Consider feasibility,
cost, effectiveness and time
Example: Compare cost of upgrading
hardware vs optimizing software in a decision
matrix to choose the best solution to system
slowdown
Key Tip: Consider the consequences of each
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option before making final decision
Seven-Step Problem Solving Model
Step 6: Implement a Possible Solution
o Once you have a possible solution you are
ready to put it into action
o You can prepare by planning on how to
undertake the solution
o Talk to your team members about they think
the outcome may be
o What will be the outcome after implementing
this solution ?
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Seven-Step Problem Solving Model
Step 6: Implement a Possible Solution
o Plan how the solution will be implemented. This
should include a timeline, resources needed and
responsible team members
Example: If the selected solution is optimizing
database queries, the action plan might involve:
Testing changes in development environment
Deploying updates during low-traffic periods
o Key Tip: Ensure you have backup plans in case
the solution fails Capstone Project I
Seven-Step Problem Solving Model
Step 7: Evaluate
o Remember that implementing the best
possible solution does not mean you have
automatically solved the problem
o Questions to ask:
How effective was that solution ?
Did it achieve what is required ?
What consequences would there be as
a result ?
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Seven-Step Problem Solving Model
Step 7: Evaluate
o Review the solution’s effectiveness by
comparing the results against the goals you
set earlier
o Measure key metrics such as system response
times, error rates to assess the success
Example: After optimizing the server, evaluate
if the response time has improved by the
targeted 30%. If not, revisit earlier steps and
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make necessary adjustments
When to Use Problem Solving ?
o Use the problem-solving model whenever you
face an issue—whether it's technical,
managerial, or related to teamwork.
o It can be used with issues connected to your life
o You can use it by yourself or with friend or others
o With others is very effective as you have
access to a wide variety of viewpoints
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Thinking Outside the Box
o You are encouraged to approach problem
creatively.
o Sometimes the best solutions come from
unconventional thinking.
Example: Instead of just upgrading hardware for
faster performance, think about optimizing code
or using cloud-based solutions
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Thinking Outside the Box
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THANK YOU