101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 67. Stage Right: Creative Process

Creative problem solving combines structured (analytical or rational) thinking with imaginative and innovative “repatterning,” or looking at things in a totally different way. To solve problems more creatively, try using the creative process described here.

Stage 1: Preparation

Gain foundational information from school, training, reading, traveling, life experiences, and so forth, to scrutinize the need for a solution.

• Finding facts and thinking logically

• Laying the groundwork and learning the background of the problem

• Learning creativity procedures

Stage 2: Concentration

Focus on a specific problem and generate basic ideas.

• Becoming totally absorbed in the problem

• Allowing enough time

• Engaging in basic planning and idea formation

Stage 3: Incubation

Step away from the problem to see hidden associations or connections.

• Taking time for reflection

• Seeking distractions

• Working on other things

Stage 4: Illumination

Open the mind so that new, useful ideas emerge.

• Relaxing

• Combining ideas

• Using resources that help stimulate ideas (for example, art, books, magazines)

Stage 5: Implementation

Make modifications and use the idea.

• Solving practical problems

• Putting ideas into action plans

• Gaining commitment of others

Stage 6: Evaluation

Judge the overall impact of the implemented solution(s).

• Reviewing tangible and intangible outcomes

• Using both objective and subjective measures

• Revising actions as necessary