Scenario One Reflection Paper
Pat Anthony, Regina Campbell, Makisha Keith and Marcela Rivera
Learning Team B
University of Phoenix
Foundations of Problem-Based Learning
MBA/500
Dr. James Booker III, PhD.
May 15, 2006
Introduction
While problem-solving is an almost universal aspect of life, very few individuals follow a
structured approach to solving problems. The 9-Step Problem-Solving Model used in the
USAuto and AutoMex scenario can be described as a sequential, step-by-step procedure.
While this makes for easy description, there is, in fact, no simple plan that represents the
universal problem-solving process. Any process one may apply in the workplace or in ones
personal life must be flexible enough to accommodate different work styles, unexpected
discoveries and disappointments, and inevitable fluctuations in effort and creativity
(Couger, 1995).
The objective of this paper is to convey the thoughts and opinions expressed by Learning
Team B on the 9-Step Problem-Solving Model to what we have learned in the exploration
of the 9-Step Problem-Solving Model, why the model was effective in the case of the
USAuto and AutoMex scenario, what challenges were identified and ways to overcome
those challenges as we use the model in the future, how we would apply the model when
solving problems in our workplace, and what factors we would need to consider when
applying the model to those problems (Course Syllabus, p. 19).
Problem-solving is a fundamental skill needed by todays managers. With recent research
and exploration of problem-solving techniques, changing professional standards, new
workplace demands, and recent changes in the economy, this has encouraged managers to
use a higher order thinking skill, and in particular, problem-solving skills (Kirkley, 2003).
Exploration of the 9-Step Problem-Solving Model
When the team discussed what we had learned so far in our exploration of the 9-Step
Problem-Solving Model we determined that any successful problem-solving process
begins with recognition of a problem and ends with implementation of a proposed
solution. All the work that is between these two steps is the problem-solving process
(Learning Team B, 2006).
Effective use of the 9-Step Problem-Solving Model will enable future and present leaders
to define the right problem, decide upon a wise solution, and avoid many of the de-railers
of leadership. The 9-Step Problem-Solving Model is a set of steps which allow the user to
perceive and resolve a gap between a present situation and a desired goal blocked by
known or unknown obstacles. In general, the situation is one not previously encountered,
or where at least a specific solution from past experiences is not known (Problem-Solving
Based Scenarios, n.d.).
The 9-Step Problem-Solving Model is not like most models of problem-solving and
decision-making; the 9-Step Problem-Solving Model incorporates additional components
to traditional approaches of solving problems. Most models of problem-solving include
from 4 to 6 steps (Couger, 1995), whereas the 9-step model incorporates 9 distinct steps;
where appreciative inquiry, defines success in terms of the desired future end-states, and
involves engaging people throughout the process are components normally not addressed
in other models (Problem-Solving Based Scenarios, n.d.).
Use of the problem-solving model enabled the USAuto and AutoMex executives to
understand the challenges of meeting their goals and objectives, the model ensured that
continuous collection and evaluation of facts lead to alternatives and opportunities.
Further exploration of the 9-Step Problem-Solving Model revealed the effectiveness when
used for the USAuto and AutoMex scenario. It allowed both companies to frame the right
problem, identify challenges and opportunities, analyze the risks, offer alternative
solutions and conclude the best solution that would benefit both companies and realize a
win-win relationship.
Effectiveness of the 9-Step Problem-Solving Model
The decision-making process is complicated by the number of alternatives available to
attain a certain objective (Shell & Seltzer, 1971). Use of the 9-Step Problem-Solving
Model is an effective method because it does not tell the decision-maker which decision to
choose. It improves the decision-makers problem-solving capabilities (Shell & Seltzer,
1971). Problems are analyzed and the most efficient solution and alternatives become
clear.
This tool offered some very effective approaches when evaluating the negotiation between
USAuto and AutoMex. This tools investigative approach was needed from the on-set of
negotiations because it identifies the best solution with consideration of all the facts and
conjecture for the existing problem.
The 9-Step Problem-Solving Model illustrates the pros and cons of negotiation, defined the
challenges on both sides and opportunities. Had USAuto defined the challenges of the
cross-border negotiation this would have been advantageous. Buy-in and weigh-in from
both parties would have led to a collaborative effort, instead of opposing side focused on
their position. Perspective thinking achieves these positive effects by leading us to
appreciate others interests without forfeiting our own claims and concerns (Galinsky,
Maddux, & Ku, 2006) several alternatives and evaluation of those alternative as well as
addressing the right problem.
End-state goals are identified which express what both parties want to achieve (Sample
Problem Solution Worksheet, n.d.), for USAuto it would be protecting their patent, a
partnership and entry to the Mexican marketplace. For AutoMex it was the opportunity to
educate and use their labor force on American engineering. Additionally, the 9-Step
Problem-Solving Model identifies the key stakeholders and the values of those
stakeholders. Had the decision-makers used this model there would have been more
understanding, appreciation of each side and a successful negotiation.
As with any effective tool to solve problems, challenges will present themselves in the
design and makeup of the tool, the 9-Step Problem-Solving Model is no exception.
Challenges of the 9-Step Problem-Solving Model
It is very easy to look at a situation and instantly see it as a challenge. This is what often
