4.1 An approach to problem-solving

It is clear that creative problem-solving is a vital activity of business analysis and is difficult to manage. For this reason, a methodical approach needs to be used for avoiding premature solutions/ideas that would not resolve business issues.

Isaksen and Treffinger's (1985) have developed a framework which is composed of 2 stages:

1. understanding and mastering the problem:

• mess finding: so complexity and situation are assessed via a rich picture diagram, mind maps or a fishbone diagram,
• data finding: is about bringing factual data (not personal opinions) behind the mess. 
• problem finding: helps to uncover the heart of the problem.

2. develop and implement the most appropriate solution:

• idea finding: is about brainstorming ideas using creative thinking techniques like Assumption Reversal and Words or Pictures.
• solution finding: requires to develop appropriate solutions for the situation.
• acceptance finding: is about gaining the business acceptance of the solution.