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Course Code

MQ661

Duration

2 Days

None

This course provides a systematic method of assuring the identification of root cause and the selection of a “best choice” response to assure optimal effectiveness. Organizations today are limited in terms of their success by how effective they are in solving problems and making decisions. To solve seemingly impossible problems and make consistently sound decisions, you can’t always make a “best guess” and hope for the best. Submitting to time constraints or giving in to panic under pressure can have disastrous outcomes. Hunches, instinct, and pure intuition may be inspiring, but they can lead to unforeseen problems and erroneous decisions.

This course is designed for anyone.

Upon completion of this course, participants will be able to:

  • Describe the steps in a systematic problem solving process
  • Define a problem in specific terms to focus problem solving efforts
  • Select and ask the appropriate questions to gather problem related information
  • Prioritize and select problems for resolution based upon predetermined criteria
  • Determine the appropriate level of participation in problem solving situations
  • Accurately and adequately define and describe problem conditions
  • Employ a set of tools to determine root cause
  • Test conclusions to assure identification of root cause
  • Create targeted decision statements
  • Involve the appropriate people in the decision making process.
  • Identify objectives to be accomplished differentiating between those that are needed and those that are wanted
  • Weight objectives by desirability or importance
  • Identify potential alternatives
  • Assess risks associated with potential alternatives
  • Determine the best possible choice

DAY 1
Introduction to the session
Instructor/participant introductions
Program introduction 
    Program objectives 
    Materials review 
    Pre-test
Session guidelines 
    Logistics (phones, facilities, etc.) 
    Schedule 
    approach 
    Expectations 
    Sabotage or actions that would minimize learning potential
Discovery case study

Program overview
Process of problem solving 
    Definition of process 
    Process example – work related 
    Process example - problem solving 
    Current approach to problem solving – CASE STUDY 
    Characteristics of current approach 
    Need for a systematic approach
Questioning skills 
    Types of questions 
    Asking the right question 
    Asking enough questions 
    What to do with responses

Define the problem
Problems versus issues
What is a problem?
Tools for listing and sorting
Developing problem definitions

Determine level of participation by others

Describe the problem
Identity
Location
Timing
Impact
PRACTICE - CASE STUDY

Evaluate causes
Identify possible causes 
    Experience 
    Cause and Effect Diagram 
    Data comparison
Test possible causes

Confirm cause
Observation
Simulation/experimentation
Pilot solutions
7.4. PRACTICE - CASE STUDY

Application to work related problem
Selection
Execution of process

DAY 2
Program overview

Process of decision-making 
    Definition of process 
    Process example – work related 
    Process example – decision making 
    Current approach to decision making – CASE STUDY 
    Characteristics of current approach 
    Need for a systematic approach

Decision making process
Creating a purposeful decision statement 
    Elements of statement 
    Focus activity
Determining level of involvement 
    Skills 
    Number
Listing objectives 
    Sources 
    Completeness
Categorizing objectives as “needs” or “wants”
Weighting “want” objectives
Definition and objectives – CASE STUDY
Identifying alternatives 
    Techniques 
    Collecting data
Eliminating alternatives 
    Determining alternative satisfaction of objectives 
    Quantifying alternative performance
Selecting “best choice” candidates
Assessing risk associated with successful alternatives 
    Identifying risk 
    Determining probability of occurrence 
    Determining severity of occurrence
Making the best possible choice

Group CASE STUDY
Group work
Case debrief
Tips for application

Application to work related problem
Selection
Execution of process

Program closure
Program summary
Program evaluation
Post-test

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