Cracked It!

Chapter 1. The most important skill you never learned

* Fast and slow problem solving

* Problem solving and the expertise trap

* Complex problems and "unknown unknowns"

* The need for a disciplined problem solving process

* Chapter 1 in one page



Chapter 2. The five pitfalls of problem solving

* Case 1: When the music industry went out of tune

* Pitfall 1: Flawed problem definition

* Case 2: The Grameen-Danone strengthening yogurt

* Pitfall 2: Solution confirmation

* Case 3: The call center story

* Pitfall 3: Wrong framework

* Case 4: New strategy at J.C. Penney

* Pitfall 4: Narrow framing

* Case 5: A fat chance for sugar

* Pitfall 5: Miscommunication

* Chapter 2 in one page



Chapter 3. The 4S method

* Where does the 4S method come from?

* An overview of the 4S method

* State: A problem well posed is half-solved

* Structure: The architecture of problem solving

* Solve: Between analysis and creativity

* Sell: Choose the approach that suits your audience

* Chapter 3 in one page



Chapter 4. State the problem: the TOSCA framework

* Trouble: What makes this problem real and present?

* Owner: Whose problem is this?

* Success criteria: What will success look like, and when?

* Constraints: what limitations and trade-offs constrain the problem-solving process and the solution?

* Actors: who has a say in the way we solve this problem, and what do they want?

* Write the core question

* Singing TOSCA as a choir

* Chapter 4 in one page



Chapter 5. Structure the problem: pyramids and trees

* Hypothesis-driven problem structuring

* Building a hypothesis pyramid

* Hypothesis-driven problem structuring: pros and cons

* Issue-driven problem structuring

* Growing issue trees

* Growing a tree or building a pyramid?

* Chapter 5 in one page



Chapter 6. Structure the problem: analytical frameworks

* The power of frameworks: MECE breakdowns of generic problems

* The danger of frameworks: Frameworks as mental models

* Industry frameworks: value drivers

* Functional frameworks

* When all else fails, try good old logic

* Chapter 6 in one page



Chapter 7. Solve the problem: eight degrees of analysis

* From structuring to analyses

* Eight degrees of analysis

* Planning the work

* Conducting the analysis

* Chapter 7 in one page



Chapter 8. Redefine the problem: the design thinking path

* Design thinking, and when to use it

* Five phases, one mindset

* Phase 1: Empathize

* Phase 2: Define

* Chapter 8 in one page



Chapter 9. Structure and solve the problem using design thinking

* Phase 3: Ideate

* Phase 4: Prototype

* Phase 5: Test

* Chapter 9 in one page



Chapter 10. Sell the solution: core message and storyline

* Don't tell the story of the search, tell the story of the solution

* The pyramid principle

* Pave the way for a dialogue

* Design your "storyline"

* Go for either a grouping or an argument

* Chapter 10 in one page



Chapter 11. Sell the solution: recommendation report and delivery

* Manage communications throughout the problem-solving process

* Beware the PowerPoint curse

* Create an effective, modular report

* Develop the content pages

* Make quantitative charts relevant and simple

* Use conceptual charts sparingly

* Trim the deck ruthlessly

* Quality control

* Beyond slide presentations

* Chapter 11 in one page





Chapter 12. The 4S method in action

* Case study: The Kangaroo opportunity

* What is the problem?

* Structuring the problem

* Solving the problem

* Selling the solution

* Appendix: First section of a report on the Kangaroo case study





Chapter 13. Conclusion: Becoming a problem-solving master