A manager of a shipping department was concerned about an order that a customer reported as several weeks late. To define the problem, the manager asked an employee in the shipping department why the order had not arrived. The employee said, "Someone probably made a mistake on the address. That would be my guess." Thus, the manager asked the employee to reship the order. What characteristic of good problem definition is most violated by this manager?
A) The problem factual information should be differentiated from opinion or speculation.
B) The problem should be stated explicitly.
C) The problem definition should be different than a disguised solution.
D) The problem definition should be written down.

Question

Quizplus · Accepted Answer

The manager did not differentiate between factual information and speculation, as the employee's statement was merely a guess and not based on any verified information. A good problem definition should only include factual information that has been verified.

A Manager of a Shipping Department Was Concerned About an Order