Reduce the time you spend on each case. Kepner-Tregoe is a methodology to collect, organize and analyze information so that you can quickly and easily solve problems, make decisions and manage risks. For more than 50 years, Kepner-Tregoe, one of the world’s leading management companies used this methodology to increase the effectiveness of global organizations, such as NASA, IBM, Sun Microsystems, RIM and Siemens.
Kepner Tregoe Foundation
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Description
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Kepner Tregoe Foundation
Reduce the time you spend on each case. Kepner-Tregoe is a methodology to collect, organize and analyze information so that you can quickly and easily solve problems, make decisions and manage risks. For more than 50 years, Kepner-Tregoe, one of the world’s leading management companies used this methodology to increase the effectiveness of global organizations, such as NASA, IBM, Sun Microsystems, RIM and Siemens.
Too often we spend too much time and attention to processes and tools, and less to behavioral skills, but the process does not add any value before the people doing the real work has changed their behavior. This two-day course develops critical thinking in the situation assessment, problem analysis and decision analysis and gives participants the skills to use these skills for troubleshooting, regardless of the underlying technology. After the course, you can get certified in Kepner Tregoe Foundation.
| Length | 2 days |
| Target group | All roles that have some form of managerial or responsibility function benefit from this course. Groups that handle many cases between each other, such as a management team, a troubleshooting team or all responsible within a specific department has the greatest power to take the course along which all have a common methodology that can be used directly after the course. |
| Exam | We do not write the exam during the course. The recommendation is that you write the exam within 2 weeks after completing the course. The exam is 60 minutes. |
| Prerequisites | No previous knowledge required. |
You’ll learn
- Establish a common methodology to analyze problems, make decisions and proactively prevent problems.
- The use of a systematic method that is independent of the situation and environment.
This course gives you the practical knowledge of Kepner-Tregoe’s methods for problem analysis, situation assessment, proactive problem analysis and decision analysis for you after the course can use to streamline your professional life. (Kepner-Tregoe referenced as best practices in the Official ITIL® Service Transition book).
Course content
- Introduction to Kepner-Tregoe rational 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
About Kepner-Tregoe
Founded in 1958 in Princeton. N.J.-based Kepner-Tregoe is an international leader in the development of critical thinking. Kepner-Tregoe is a global leader in improving performance through organizational development and debugging methods.
Founded in 1958 in Princeton. N.J.-based Kepner-Tregoe is an international leader in the development of critical thinking. Kepner-Tregoe is a global leader in improving performance through organizational development and debugging methods.
Methodology
We take for granted that IT specialists are good at resolving incidents and problems as they are technically competent, but the fact is that their incident and problem solving skills are limited to a theory of how something works, the practical ways to make it work, the typical way the breaks, and common way to fix it. It is not enough when dealing with complex incidents and problems. What they need is a method to manage their way through complex incidents and problems, manage chaos and fragmentation of information, and safely, quickly and inexpensively find the immediate cause of restoring the service or cause to prevent a recurrence. In ITIL®s publishing Service Operation is a reference to the Kepner-Tregoe, but only in connection with the problem investigation and diagnosis.
Kepner-Tregoe is much more than that, and can be used to improve all ITIL® processes and activities significantly. The two frameworks complement each other well. ITIL describes the “what” and “why”, Kepner-Tregoe describes “how” – focusing on people and their behavioral skills.
Kepner-Tregoe Foundation course, in two days, presents a systematic approach to troubleshooting and resolving customer issues faster and more effectively to improve customer satisfaction. It gives students techniques of structured critical thinking to make better decisions and proactively analyze and avoid problems.
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Additional information
| City | Taastrup |
|---|---|
| Date | 2018-02-01, 2018-04-19, 2018-09-06, 2018-11-01 |
| Training Provider | Peopleteam |