详情
Managing Expectation & Problem Solving
Course Duration: 2 Days
Introduction
This program teaches skills that boost better results through increased understanding and effective implementation of the problem solving and decison making processes. It helps sharpen your skills and empowers you to take the best possible actions in any given situations.
Course Objectives
After completing the training, you should be able to:
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Create depth in the thinking process
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Communication essentials on how to manage the customers' expectation
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Develop higher level of problem solving competency
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Improve logical and critical thinking mode
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Inculcate diagnostic and analytical thinking approach
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Make effective decisions
Key Content
Module 1: Problem Solving Cycle
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Problem definition
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Data collection
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Analysis study
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Solution development
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Implementation and monitoring
Module 2: Data Check Sheet
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Questions to ask
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Analysis fact finding
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Selecting the right data
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Data collection and check sheet
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Summarize and make a conclusion
Module 3: Pareto Diagram
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Converting data for analysis
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Being effective prioritizing actions
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Developing the Pareto Diagram
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The Pareto Line
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Getting more done with less
Module 4: Fishbone
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Generating possible causes
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The 6Ms
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Developing fishbone diagram
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Fishbone diagram with T/F Circle
Module 5: The Why-Why Analysis
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Discovery questioning
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The 5W1H/ Starbusting
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The Questioning Funnel
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The art of curiousity
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Drilling down for the root cause
Module 6: Graph & Data Monitoring and Selection Matrix
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Setting control lines for effective monitoring
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Making decisions with multiple considerations
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Selecting choices
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Confirming criteria
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Making analytical decisions
Module 7: 3D Action Planning and Considerations, Pros & Cons
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3 levels of action
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Thoroughness
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Recommendations
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Linking Fishbone to presenting improvement ideas
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Risk assessment and mitigation
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Reasoning
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Reflection
Target Audience
This program is suitable for Senior Executives, Executives, Supervisors and Team Leaders
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