ABSTRACT
Deviation is the basis for defining problems in quality manufacturing or service industry environments involving control of a work or manufacturing process through the application of statistical process control. The first problem-analysis stage in Kepner-Tregoe's influential 'new rational manager' is called the 'deviation statement', linking a specific object with a malfunction which we wish to explain. Difference is the basic problem-solving or 'gap' model: looking at where we are, and where we would like to be, and then analysing that gap in terms of the obstacles which we have to overcome within it. Problem-solving levels are like the problem of what to do with an organizational 'dead cat'. Daniel Isenberg studied the cognitive process used by managers when understanding or solving business problems. By solving problems we can learn. We can demonstrate that we have learnt by the changes in behaviour we are prepared to adopt.
