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IMPACT OF PROBLEM SOLVING TECHNIQUE ON PERFORMANCE OF TRANSCORP HILTON HOTEL ABUJA, NIGERIA

Business Administration & Management Project Topics

CHAPTER ONE

INTRODUCTION

Background of the Study

Problem solving is a constant feature of life, in individual(s), team(s)/group(s) and organization(s) etc. According to Armstrong (2012:495), who opine problem solving as the process of analysis and understanding a problem, diagnosing its causes and deciding on solution that solves the problem and prevents it being repeated. We will often have to react to problems as they arise in our homes and work places, but as far as possible a proactive approach is desirable, involving anticipating potential problem(s) and dealing with them in advance by taking preventive actions using the normal approach to problem solving steps, which requires logical creative thinking; such a logical approach is desirable but is not always easy because the situations where problems have to be solved are often messier with conflicting evidence(s), lack of data, political and emotional issues affecting those involved. In the event where it is possible to apply neat logical sequential methods, the principles of getting and analyzing what information is available, considering alternative solutions and making the best choice based on the evidence, and analysis of the context and an assessment of the possible consequences, remain the same.

However, the purpose and reasons for problem solving technique is to ensure that if properly analyzed, such a mistake does not repeat again. Drucker (1995) cited in Armstrong (2012), points out that when trying to understand, the root causes of a problem you may have to start with an opinion based on events and facts. He assert that opinions are perfectly good starting point as long as they are brought out into the open at once and tested against reality and subjected  to hypothesis test analytically. Collaborating Follett’s (1924), law of the situation cited in Armstrong (2012) states that fact and event should rule in the end. According to Armstrong (2012:494), to improve problem solving technique skills is necessary to improve your analytical abilities, be creative, be simplistic and focus on implementation. He postulated twelve (12) steps of problem solving technique to include

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