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Chapter 2 Problem Definition
Chapter 2 Problem Definition
Chapter 2 Problem Definition
Problem Definition
Introduction
• Defining the problem properly is important to avoid time consuming or
costly steps that will not ultimately provide a good solution to the real
problem.
• إن ﺗﺣدﯾد اﻟﻣﺷﻛﻠﺔ ﺑﺷﻛل ﺻﺣﯾﺢ ﻣﮭم ﻟﺗﺟﻧب اﺗﺧﺎذ ﺧطوات ﺗﺳﺗﻐرق وﻗﺗﺎ ً طوﯾﻼً أو ﻣﻛﻠﻔﺔ ﻟن ﺗوﻓر ﻓﻲ ﻧﮭﺎﯾﺔ اﻟﻣطﺎف ﺣﻼً ﺟﯾدا ً ﻟﻠﻣﺷﻛﻠﺔ
.اﻟﺣﻘﯾﻘﯾﺔ
and
• “a question proposed for solution or discussion.”
ﺳؤال ﻣﻘﺗرح ﻟﻠﺣل أو ﻟﻠﻣﻧﺎﻗﺷﺔ
What is a Problem?
A problem can be defined as:
:ﯾﻣﻛن ﺗﻌرﯾف ﻣﺷﻛﻠﺔ ﻛﻣﺎ ﯾﻠﻲ
§ A scenario in which the current situation ﺳﯾﻧﺎرﯾو ﻻ ﯾﺗطﺎﺑق ﻓﯾﮫ اﻟوﺿﻊ اﻟﺣﺎﻟﻲü
does not match the desired situation, ،ﻣﻊ اﻟﺣﺎﻟﺔ اﻟﻣرﻏوﺑﺔ
أو ﻓﻲ أي وﻗت اﻷداء اﻟﻔﻌﻠﻲ ﻻ ﯾطﺎﺑقü
§ Or anytime actual performance does not
.اﻟﺗوﻗﻌﺎت
match expectations.
وﺗﺷﻣل اﻟﺗﺳﻣﯾﺎت اﻷﺧرى ﻟﻣﺷﻛﻠﺔü
§ Other labels for a problem include challenges ،اﻟﺗﺣدﯾﺎت أو اﻟﻔرص
or opportunities, أو أي ﺣﺎﻟﺔ أو ظرف ﯾوﺟد ﻓﯾﮫ ﻣﺟﺎلü
.ﻟﻠﺗﺣﺳﯾن
§ Or any situation or circumstance for which
there is room for improvement.
Story
• When using this tool, you write a statement of ﺗﻛﺗب ﻋﺑﺎرة،§ ﻋﻧد اﺳﺗﺧدام ھذه اﻷداة
the situation as it currently exists. Then you ﺛم.ﻋن اﻟوﺿﻊ ﻛﻣﺎ ھو ﻣوﺟود ﺣﺎﻟﯾًﺎ
write a statement of where what you would ﺗﻛﺗب ﻋﺑﺎرة اﺧري ﺣول ﻣﺎ ﺗرﻏب ﻓﻲ
like the situation to look like. .أن ﯾﺑدو ﻋﻠﯾﮫ اﻟوﺿﻊ
§ وﯾﻧﺑﻐﻲ أن ﺗﺗﺿﻣن اﻟﻌﺑﺎرة اﻟﻣرﻏوﺑﺔ
• The desired state should include concrete
ﺗﻔﺎﺻﯾل ﻣﻠﻣوﺳﺔ وأﻻ ﺗﺗﺿﻣن أي
details and should not contain any information
ﻣﻌﻠوﻣﺎت ﻋن اﻷﺳﺑﺎب أو اﻟﺣﻠول
about possible causes or solutions.
.اﻟﻣﻣﻛﻧﺔ
• Refine the descriptions for each state until the § ﺗﺣﺳﯾن وﺗوﺿﯾﺢ اﻟوﺻف ﻟﻛل وﺿﻊ
concerns and needs identified in the present ﺣﺗﻰ ﯾﺗم ﻣﻌﺎﻟﺟﺔ اﻟﻣﺧﺎوف
state are addressed in the desired state. واﻻﺣﺗﯾﺎﺟﺎت اﻟﻣﺣددة ﻓﻲ اﻟوﺿﻊ
.اﻟﺣﺎﻟﻲ ﻓﻲ اﻟوﺿﻊ اﻟﻣطﻠوب
Stating and Restating the problem
ﺻﯿﺎﻏﺔ واﻋﺎدة ﺻﯿﺎﻏﺔ اﻟﻤﺸﻜﻠﺔ
• The problem statement and restatement technique § ﯾﺳﺎﻋد ﺻﯾﺎﻏﺔ وإﻋﺎدة ﺻﯾﺎﻏﺔ اﻟﻣﺷﻛﻠﺔ
also helps evolve the understanding of the problem. وﺗﻘﻧﯾﺔ إﻋﺎدة اﻟﺗﻘﯾﯾم ﻋﻠﻰ ﺗطوﯾر ﻓﮭم
• First write a statement of the problem, no matter .اﻟﻣﺷﻛﻠﺔ
how vague. ، أوﻻً أﻛﺗب ﻋﺑﺎرة ﺗﺣدد ﻓﯾﮭﺎ اﻟﻣﺷﻛﻠﺔü
• Then use various triggers to help identify the true .ﻣﮭﻣﺎ ﻛﺎﻧت ﻏﺎﻣﺿﺔ وﻏﯾر ﻣﻔﮭوﻣﮫ
problem. ﺛم اﺳﺗﺧدم ﻣﺣﻔزات ﻣﺧﺗﻠﻔﺔ ﻟﻠﻣﺳﺎﻋدةü
• The triggers are: .ﻓﻲ ﺗﺣدﯾد اﻟﻣﺷﻛﻠﺔ اﻟﺣﻘﯾﻘﯾﺔ
• Place importance on different words in the :اﻟﻣﺣﻔزات ھﻲ
statement and ask questions about each § ﺿﻌوا أھﻣﯾﺔ ﻋﻠﻰ ﻛﻠﻣﺎت ﻣﺧﺗﻠﻔﺔ ﻓﻲ
importance. .اﻟﻌﺑﺎرة وطرح أﺳﺋﻠﺔ ﺣول ﻛل أھﻣﯾﺔ
• Replace one word in the statement with a substitute § اﺳﺗﺑدل ﻛﻠﻣﺔ واﺣدة ﻓﻲ اﻟﻌﺑﺎرة ﺑﻛﻠﻣﺔ
that clearly defines the word to reframe the ﺑدﯾﻠﺔ ﻹﻋﺎدة ﺻﯾﺎﻏﺔ اﻟﻣﺷﻛﻠﺔ ﻣرة
problem. اﺧرى
Analyzing the Problem
ﺗﺤﻠﯿﻞ اﻟﻤﺸﻜﻠﺔ
This tool helps define the problem by ﺗﺳﺎﻋد ھذه اﻷداة ﻓﻲ ﺗﻌرﯾف اﻟﻣﺷﻛﻠﺔ ﻋن
:طرﯾق اﻟﺗﻣﯾﯾز ﺑﯾن اﻟﻔرق ﺑﯾن
distinguishing the difference between:
v When the problem is defined as the ﻋﻧدﻣﺎ ﯾﺗم ﺗﻌرﯾف اﻟﻣﺷﻛﻠﺔ ﻋﻠﻰ أﻧﮭﺎv
number of complaints being made, the ، ﻋدد اﻟﺷﻛﺎوى اﻟﺗﻲ ﯾﺗم ﺗﻘدﯾﻣﮭﺎ
solution turned out to be fairly simple and اﺗﺿﺢ أن اﻟﺣل ﺑﺳﯾط وﻏﯾر ﻣﻛﻠف
inexpensive compared to other solutions إﻟﻰ ﺣد ﻣﺎ ﻣﻘﺎرﻧﺔ ﺑﺎﻟﺣﻠول اﻷﺧرى
the building manager considers. .اﻟﺗﻲ ﯾﻧظر ﻓﯾﮭﺎ ﻣدﯾر اﻟﻣﺑﻧﻰ
v After implementing this solution, the ﺗﺗوﻗف ﺷﻛﺎوى، ﺑﻌد ﺗﻧﻔﯾذ ھذا اﻟﺣلv
hotel complaints stop completely. اﻟﻔﻧدق ﺗﻣﺎًﻣﺎ