CHAPTER 4- CREATIVE PROBLEM SOLVING. All Answers

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CHAPTER 4- CREATIVE PROBLEM SOLVING TRUE/FALSE 1. A manager’s primary job is to schedule shifts. F PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: ... The Problems Managers Face KEY: Bloom's: Knowledge 2. The first stage of problem solving is to define the problem. T PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: Problem Solving Basics KEY: Bloom's: Knowledge 3. To get a grasp on the true nature of a problem, you have to take on the role of a detective. T PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: Problem Solving Basics KEY: Bloom's: Analysis 4. The first step to determine good alternative solutions is to research on the Internet. F PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: Problem Solving Basics KEY: Bloom's: Analysis 5. Sean has decided to take an immediate solution to a problem that is only 80% effective instead of waiting five months for a solution that is 100% effective. Sean is satisficing. T PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: Problem Solving Basics KEY: Bloom's: Application 6. Root cause analysis is a systematic approach to finding out what the “true” or root cause of a problem is instead of continuing to address symptoms of the problem. T PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge 7. Brainstorming uses email to communicate group ideas over time to come up with a wide range of creative ideas. F PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Comprehension 8. Mark was appointed the role of devil’s advocate for a group discussion about which color is best for the magazine cover the group is working on. Based on his position, he purposely comes up with reasons why someone else’s chosen color is not good. T PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Application 9. The innovator style likes to challenge basic assumptions to discover new alternatives. T PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Knowledge 10. Escalating commitment refers to the tendency to drop a project at the first sign of problems. F PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Creation of Value TOP: Common Mistakes in Problem Solving KEY: Bloom's: Comprehension MULTIPLE CHOICE 1. A manager’s primary job is ____. a. managing people c. to solve problems b. resource management d. making money C PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: The Problems Managers Face KEY: Bloom's: Knowledge 2. ____ basically means the process of taking corrective action to meet objectives and achieve desired results. a. Problem solving c. Interpreting b. Managing d. Process improvement A PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: The Problems Managers Face KEY: Bloom's: Knowledge 3. Tara is a manager at an insurance company. One of the simple problems she has is knowing when to reorder paper when inventory drops. How should she do this? a. manually reorder every 2 weeks b. start a task force to determine when to reorder c. order enough paper to last for years d. set up an automatic reorder when inventory hits that level D PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: The Problems Managers Face KEY: Bloom's: Application 4. A straightforward three-stage process for problem solving is sometimes called a ___ approach. a. rational c. intellectual b. analytical d. both rational and analytical D PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Comprehension 5. A radio DJ made an inappropriate comment on air, and the manager had to recognize the problem. She did this by ____. a. using rational decision making b. using intuitive problem identification c. executing a solution d. learning to connect the dots D PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Application 6. _____ means using your experience and judgement to make a decision. a. Rational decision making c. Gathering information b. Intuitive problem identification d. Learning to connect the dots B PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Comprehension 7. Patrick is a manager at AirTran airlines customer service department. He has a gut feeling that the number of calls people working on Saturday mornings needs to increase, but he can’t prove that a problem exists. What tool is Patrick using? a. Rational decision making c. Gathering information b. Intuitive problem identification d. Learning to connect the dots B PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Application 8. Which step of the problem solving process is defined by the statement “Grasp the true nature of the problem”? a. evaluate the solution c. diagnose the problem b. develop alternatives d. recognize the problem C PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Knowledge 9. One of the best ways to clarify problems, as well as the goals and outcomes desired from a solution, is to _____. a. search the environment c. diagnose the problem b. build consensus d. recognize the problem B PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Knowledge 10. An important aspect of collaborative problem solving is devoting time to talking ____. a. about the corporate environment b. about other people’s lives c. about the outcomes other people want d. about the timeline for the solution C PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Analysis 11. When developing alternatives for a solution, what is the first step? a. search the environment c. satisfice b. think systemically d. obtain support A PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Knowledge 12. When developing alternatives for a solution, which option below would be best? a. check what other companies have done b. create a custom solution c. satisfice d. find a solution that worked in the past and build on it D PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Analysis 13. What is a set of interacting elements that continually affect one another over time and work toward a common purpose? a. team c. system b. satisfice d. systematic thinking C PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Knowledge 14. What term means to see the synergy of the whole rather than just the separate elements of a system? a. authoritative thinking c. system b. satisficing d. systematic thinking D PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Knowledge 15. Sandra is a manager at a large company. There is a problem in her department. What should Sandra do when she is looking at a solution? a. find the perfect solution b. only focus on her department c. find a solution as quickly as possible d. look at how this problem also affects other departments D PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Application 16. ____ means to accept a satisfactory outcome rather than try to achieve the optimal outcome. a. Satisficing c. Perfecting b. Accepting d. Evaluating A PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Knowledge 17. Jim has an ambiguous, difficult problem. What is the best way for him to pick the better alternative? a. satisficing c. using intuition and judgement b. using data analysis d. rational analysis C PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Application 18. When selecting the right alternative, it is a good idea to ____. a. make the decision alone c. find the optimal solution b. obtain support from other managers d. use rational analysis B PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Comprehension 19. What is the final stage in the problem-solving process? a. define the problem c. execute a solution b. select a response d. use rational analysis C PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Knowledge 20. When executing a solution, ____ is often routine because the expertise and knowledge rest with the lower-level managers. a. tracking c. a delay b. project management d. authorization D PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Comprehension 21. Why is it important to build consensus in the early stage of the problem-solving process? a. legal reasons b. to get everyone on the same page c. some people feel resistance to a new way of doing things d. authorization C PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Analysis 22. Feedback is important because problem solving is a ____. a. long process c. continuous process b. difficult process d. highly scrutinized process C PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Knowledge 23. Tom’s of Maine developed a new deodorant that only worked half the time and the plastic dial was breaking. He decided to recall the product. What did Tom decide to do after getting feedback from the decision outcome? a. establish acorn groups b. build consensus c. satisfice d. redesign the product for an optimal solution A PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Problem Solving Basics KEY: Bloom's: Application 24. Which of the following is a technique to improve problem solving? a. root cause analysis c. involvement b. brainstorming d. all of these D PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge 25. ___ is a systematic approach to finding out what the true cause of a problem is instead of addressing symptoms. a. Root cause analysis c. Creative intuition b. The five why’s d. all of these A PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge 26. Suppose there is a puddle of oil on a manufacturing plant floor. Wiping it up will fix the problem but what will find the reason of the leaking oil? a. Root cause analysis c. Creative intuition b. The five why’s d. all of these A PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Application 27. What is one down side to root cause analysis? a. it is more expensive than the 5 why’s b. it is time consuming c. it may not lead to a clear answer d. none of these B PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Analysis 28. ___ is a problem-solving technique that involves asking “why” over and over. a. Root cause analysis c. The four why’s b. The five why’s d. Why? analysis B PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge 29. What is the first step in the five why’s technique? a. describe the problem in writing b. ask why the problem has occurred c. keep asking why at least 4 more times d. from the answers recorded, the cause can be determined A PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge 30. ___ can be defined simply as generating new and potentially useful ideas. a. Freewheeling c. Creativity b. Creative intuition d. Brainstorming C PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge 31. ___ uses a face-to-face interactive group to spontaneously suggest a wide range of creative ideas. a. Freewheeling c. Creativity b. Focus group d. Brainstorming D PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge 32. Which of the following is a key to effective brainstorming? a. no criticism c. quantity desired b. freewheeling is welcome d. all of these D PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Synthesis 33. ____ bring people together either in person or in an interactive group over a computer network. a. Brainwriting c. both of these b. Electronic brainstorming d. neither of these C PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Synthesis 34. Where do a lot of people typically get their best ideas? a. in the shower c. while watching TV b. while studying d. while playing a sport A PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Comprehension 35. ____ is constructive conflict based on divergent points of view. a. Brainstorming c. Devil’s advocate b. Creative intuition d. Rigorous debate D PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Comprehension 36. A ____ has the role of challenging the assumptions and assertions made by the group. a. brainstorming committee c. devil’s advocate b. point-counterpoint d. rigorous debater C PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge 37. Which technique breaks a decision-making group into two subgroups and assigns them different, often competing, responsibilities? a. brainstorming c. devil’s advocate b. point-counterpoint d. rigorous debate B PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Knowledge 38. What do managers use to make sure a proposed solution is put into action? a. communication c. leadership skills b. motivation d. all of these D PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Analysis 39. The Army’s use of ____ is shown in their procedure of asking four simple questions after a field operation or training exercise. a. feedback c. involving stakeholders b. motivation d. after-action reviews D PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Maximize Your Problem Solving Effectiveness KEY: Bloom's: Application 40. Which type of personal approach to problem solving likes to challenge basic assumptions to discover new alternatives? a. innovator style c. both of these b. adaptor style d. neither of these A PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Comprehension 41. The ___ seeks to expand on and improve something that already exists. a. innovator style c. creative style b. adaptor style d. status-quo style B PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Knowledge 42. The following terms describe which problem-solving style: approaches tasks from unexpected angles, discovers problems, questions current assumptions and approaches a. innovator style c. creative style b. adaptor style d. status-quo style A PTS: 1 DIF: Moderate NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Analysis 43. Good managers are usually ____. a. innovator style c. a mix of both innovator and adaptor b. adaptor style d. status-quo style C PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Personal Approaches to Creative Problem-Solving KEY: Bloom's: Analysis 44. Managers frequently solve problems ____. a. by exploring new options c. digging for additional information b. based on what worked in the past d. investing in new technologies B PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Common Mistakes in Problem Solving KEY: Bloom's: Comprehension 45. What can managers do to avoid the status quo trap? a. ask “What if our strategy is wrong?” b. ask “What not do this?” c. over-searching when considering critical problems d. all of these D PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Common Mistakes in Problem Solving KEY: Bloom's: Comprehension 46. ___ refers to a tendency to continue investing time, money, and energy in something despite evidence that it is not working. a. Sunk cost c. Overconfidence b. Negativity bias d. Escalating commitment D PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Common Mistakes in Problem Solving KEY: Bloom's: Knowledge 47. An example of ___ is pouring more and more effort into a failing employee instead of simply firing the employee. a. a rising cost c. overconfidence b. negativity bias d. escalating commitment D PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Common Mistakes in Problem Solving KEY: Bloom's: Application 48. The negativity bias is also called a ___. a. sunk-cost trap c. overconfidence b. downside bias d. escalating commitment A PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Common Mistakes in Problem Solving KEY: Bloom's: Knowledge 49. ____ leads to a manager making flawed decisions because he is overly sure of himself. a. Sunk-cost trap c. Overconfidence b. Downside bias d. Escalating commitment C PTS: 1 DIF: Easy NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Common Mistakes in Problem Solving KEY: Bloom's: Comprehension 50. Two thirds of mergers fail, but many CEOs will still try for a merger and risk millions of dollars because they believe that this one will be the exception. What mistake do these CEOs make? a. Sunk-cost trap c. Overconfidence b. Negativity bias d. Escalating commitment C PTS: 1 DIF: Challenging NAT: BUSPROG: Reflective Thinking LOC: DISC: Leadership Principles TOP: Common Mistakes in Problem Solving KEY: Bloom's: Application SHORT ANSWER 1. What are the three stages to the problem-solving process? 2. What are the three techniques for improving “selection of response”? Of these, pick one and explain why you think it is the most effective technique. 3. Explain the two types of personal approach to problem solving, and which type makes the best manager. 4. Why is always perpetuating the status quo not a good idea, and what are some ways to overcome the status quo trap? ESSAY 1. Explain the entire problem-solving process using an outline. 2. Describe in detail the techniques for improving problem definition. Give an example of each one. 2. The five why’s is a technique where you repeatedly ask why (at least five times) until the real cause of the problem is discovered. There are four steps: 3. Explain how justifying previous solutions and overconfidence can lead to problem solving mistakes. [Show More]

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