Each of us, then, draws conclusions based on incomplete pictures. It would be wrong for me to assume that my limited view is necessarily better.

We deal with complex systems whose structure we can understand only imperfectly. The problems we face are rarely completely specified, and the environment in which we tackle them contains irresolvable uncertainties.

Oblique problem solving relies on constant experiment ‘because human nature and general circumstances are constantly changing’, and it is only through experiment— putting new lines on the shelves— that we find out what they are.

12. Abstraction

Everyone else knows that our approach to problem solving is more oblique. We are influenced by the context. We like the other person or we want to develop a reputation as a tough negotiator. We feel angry at a derisory offer; we think that an equal division is fair.

The person closest to the problem often has the most accurate information about it. What they tend to lack is a broader perspective. The person working on the line at McDonald’s knows how to fix a recurring problem at their restaurant better than a person merely analyzing some data. What they don’t know is how it fits into the bigger picture. They don’t know whether the problem exists everywhere, or whether the solution wold cause more harm than good if implemented globally, or how to roll the idea out to everyone.