Problems, different types of challenges in the business and workplace and the need to improve products and services are at the centre of what many people have to deal with daily handling of work. By employing process approach intervention with practical tools and techniques, employees will be equipped to plan, do, check and act systematically and timely to handle challenges and corrections in project development, implementation and improvement of the organisation’s products and services.
KEY LEARNING OBJECTIVES OF PROBLEM-SOLVING TRAINING
- Define the accuracy of a true problem and the effect of eventual consequences of an unsolved problem
- Gain an understanding of the stages of the problem to decide objectively in applying relevant approaches for effective results
- Examine relevant tools to apply within the process approach intervention to resolve problems, effective implementation of projects, monitor progress and improve products and services
- Develop focused-attention and discipline ways to mitigate problems till solved
WHO SHOULD ATTEND PROBLEM-SOLVING TRAINING:
Managers, Team Leaders, Supervisors, Customer Service Executives or Sales Executives.
KEY CONTENTS OF PROBLEM-SOLVING TRAINING
MODULE 1: FUNDAMENTALS OF PROBLEM-SOLVING AND DECISION MAKING
- What is the problem and the eventual consequences of not taking relevant mitigation actions
- Common errors in problem-solving and decision making
- Decision-making checklist with ORAPAPA model
- Basic steps in problem-solving: Identify /Analyse / Develop / Selection / Implement/ Review
- Overview of process approach intervention
- Whole brain application – understanding the thinking brain, styles and approaches
MODULE 2: PLANNING STAGE
- Define the problem by writing a clear and concise Problem Statement
- Collecting data/Information with
- Brainstorming with Affinity Diagram
- Parallel thinking with Six Thinking Hat – Blue / What hats
- Focused on Mindfulness
- Analyse the Information
- Finding out if Facts or Opinion
- Six Frames of Thinking about the information
- 4M Root Cause Analysis
- Parallel thinking with Six Thinking Hat – Black
- Develop Possible Solutions and Alternative Solutions
- Monte Carlo Chances
- Parallel Thinking with Six Thinking Hat – Yellow / Green / Red
- Emotions vs rational and its impacts on the decision
- Decision-making to plan the implementation with defined activities and schedules
MODULE 3: DO/ CHECK/STUDY
- Implementation of the selected solutions with a planned schedule
- Monitor the implementation test – collecting data on test results
- Document the progress
- Measure and evaluate the test results against the planned activities/results in a continuous feedback loop
- Review and decide to determine if further changes to the test activities and revert to Plan-Do-Check where necessary until the results are satisfactory
MODULE 4: ACT
- Take relevant actions to implement the successfully tested solutions
- Revision of documentation on the new changes and circulation to all relevant parties
- Communication on Act (new changes, improved processes)
Training methodology
- 20% theory facilitation 80% highly interactive activities based workshop style
- Practical in using the tools to solve assignments in the workshop
- Applying hands-on experiential games, brainstorming, debriefing and sharing to enhance learning take-backs