Decision making can be done several different ways, but algorithms and heuristics provide two distinct methods for problem solving. They are similar with regard to each being a problem solving technique. The means by which they serve to solve problems, however, are different (“Algorithms and Heuristics”, n.p.; “Thinking”, n.p.).
An algorithm is a clearly defined set of steps which allow the problem to be solved. An example for this would be the steps to solve a math problem (“Algorithms and Heuristics”, n.p.). For instance, first you solve any problems in parentheses. Next, you complete all multiplication and division problems from left to right across the problem. Finally, you complete addition and subtraction. There is the solution (“Thinking”, n.p).
Heuristics, on the other hand, do not provide step-by-step instructions. Heuristics provide general ideas for reaching a solution (“Algorithms and Heuristics”, n.p.). An example of a heuristic to problem solve would be identifying a wild blackberry bush to pick blackberries. It would provide general ideas for a forager, but would require the person to solve the problem himself. For instance, step one might instruct the forager to find a good plant identification book. Next, the forager would need to find a wooded area appropriate for wild blackberries to grow. Then the person would have to find a bush that has thorns and use the field guide to determine if it is a blackberry bush. Finally, the person would need to remember where it is and come back when blackberries are in season. Heuristic models give general instructions about how to solve a problem, but do not provide specific steps for doing so and the problem-solver has to create their own specific methods (“Thinking”, n.p.).
One problem I was able to resolve had an algorithm in place for the situation, but it was not effective. I used a heuristic approach to solve the issue then created a new and more effective algorithm. I worked for an organization that had specific rules for writing down problems in an incident report. The problem was that any time there was an incident, the quality assurance people would have to interview workers to get the correct information. The original algorithm consisted of policies that directed employees about which form to fill out, and a form that had specific questions to be answered. The visits from quality assurance created its own problem because employees became anxious and always felt they had done something wrong which affected employee morale and made people less likely to complete incident reports because they knew it would lead to those interviews. After being involved in several interviews myself and being told by co-workers about their experiences, the solution came to mind – my insight.
The same types of clarifications were being asked for each time by quality assurance. That told me the forms were not specific enough and employees were confused about the specific information that was important to know. I took it upon myself to recreate the form and consult with members of quality assurance to be sure the specific information they needed was included in the documentation. Once it was done, quality assurance approved it and the new form for incident reporting was introduced. I was allowed to do training on the form and wrote directions to accompany the form which gave specific instructions about what information needed to be included. Almost immediately, there was in increase in appropriate incident documentation but with fewer visits by quality assurance. By providing all of the information initially there was less need for personal interviews. This resulted in employees being unafraid to complete appropriate documentation because they were less concerned about having to be interviewed by quality assurance staff. Documentation improved as did employee morale.
Problem solving is a fluid endeavor. I believe that heuristics often need to be employed first in order to create an algorithm. Once a method is tried and found to be effective, the steps for doing so can be created, thus developing an algorithm. Both are important and need to be utilized, and it is the problem-solver who must use insight and experience to determine which is most appropriate in the decision-making process. When an algorithm is no longer effective, heuristics should be used to modify or update the algorithm.
Works Cited
“Algorithms and Heuristics.” Indiana University. Indiana University, n.d. Web. 13 March 2016.
“Thinking.” AP Psychology. APPsychology.com, n.d. Web. 13 March 2016.
