About Kepner-Tregoe analysis methodology:
Ben Tregoe and Charles Kepner converted their findings into a set of processes in the late 1950s. These processes were further tested and refined and resulted into the now known Kepner-Tregoe analysis methodology processes, namely the Situation Appraisal, Problem Analysis, Potential Problem (or Opportunity) Analysis and the Decision Analysis. This approach became the international leader in developing critical thinking skills. Kepner-Tregoe is a global leader in improving business performance through proprietary organizational transformation and troubleshooting methodologies. This proven methodology has been used to maximize service performance at global organizations, such as NASA, IBM, Sun Microsystems and Siemens.
This Foundation course introduces a systematic process of problem solving when responding to incidents and problems. This approach is known in the process and production industry and is often recommended as a best practice in the service industry. Why? Ben Tregoe and Charles Kepner, two social scientists, studied up-close the problem-solving and decision-making habits of managers. Some were constructive and successful, others were less a less contribution to better results. The distinctions between both sets of habits provided rich insights into the fundamentals of effective problem solving and decision making.
This course allows participants to deliver a higher level of quality and consistency analysis. The course equips participants with the terminology, structure and basic concepts of Kepner-Tregoe’s analysis techniques, such as Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the Foundation course, participants will receive the proper training and guidance to optimally prepare them to take and pass the Kepner-Tregoe Foundation examination.
Core benefits of the Kepner-Tregoe Foundation course include:
- Establish a common troubleshooting language that ensures consistency in customer support in a Service Management environment.
- Trained and certified in a best practice that is recommended for problem analysis (Kepner-Tregoe is referenced as a best practice in the official ITIL® Service Operation publication).
- Introduce structured, critical thinking techniques to analyze problems, make decisions and proactively avoid problems, which can make the difference for (project) managers.
- Use a systematic approach independent of technical expertise.
Introduction to the Kepner-Tregoe analysis process:
Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis.
- Situation Appraisal: The definition of an incident and a concern. How to “List Threats and Opportunities“, “Separate and Clarify“, “Set Priority“, “Plan Next Steps“ and the role of questioning in “Situation Appraisal”.
- Problem Analysis:The Kepner-Tregoe definition of a problem. How to “Describe Problem“, “Identify Possible Causes”, “Evaluate Possible Causes“, “Confirm True Cause“, explain the role of questioning in “Problem Analysis”.
- Decision Analysis: The definition of a decision. How to “Clarify Purpose“, “Identify Alternatives“, “Evaluate Alternatives“, “Make Decision”. The role of questioning in “Decision Analysis”. How to effectively “Present Recommendations“ and “Assess Recommendations“.
- Potential Problem Analysis: The definition of an action and a plan. How to “Identify Potential Problems“, “Identify Likely Causes“, “Take Preventive Action“, “Plan Contingent Action and Set Triggers“. The role of questioning in “Potential Problem Analysis”.
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