111 kepner -tregoe

Rap id Results .

lasting Value.

Kepner-Tregoe®

e s s e n t i a l s k i l l s f o R C h a l l e n g i n g t i m e s

www.kepner-tregoe.com

LEADERSHIP DEVELOPMENT . . . . . . . . . . . . . . . . . . . . p. 3

PROBLEM SOLVING & DECISION MAKING .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 4

ANALYTIC TROUBLE SHOOTING .. . . . . . . . . . . . . . p. 5

IMPLEMENTING LEAN .. . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 6

INCIDENT MAPPING .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 7

PROBLEM SOLVING & DECISION MAKING FOR INVESTIGATIONS AND CAPAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 8

KT ITSM PROBLEM & INCIDENT MANAGEMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .p. 9

PROJECT MANAGEMENT . . . . . . . . . . . . . . . . . . . . . . . p. 10

KT PROCESS FACIL ITATOR AND COACH CERTIF ICATION .. . . . . . . . . . . . . . . . . . . . . . . . p. 11

TRAIN THE TRAINER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 11

to Reg is teR onl ine , V i s i t www.kepneR - t Regoe .Com/ukwoRkshops2

SIMPLE AND STRAIGHTFORWARD IDEAS

Making tough choices. Solving complex problems. Managing various projects. No matter what the last twelve months has thrown at your business, the choices, problems and projects associated with running your business will not get any easier. Indeed the resources become scarcer, the implications of errors greater and therefore the need to ensure results are obtained from all the actions we take is essential. At Kepner-Tregoe (KT) these thoughts are never far from our mind. For over 50 years we’ve been at the forefront of helping leaders in industry improve the efficiency of their business and their people through critical and thought-provoking approaches focused on delivering impactful financial results and sustainable behavior change. Through our open programmes we give our existing clients the opportunity to continue the development of their people in an environment that enables them to draw on the experiences of various industry groups, while new clients the opportunity to see what we are about. No matter what your motivation for using KT I am confident that the experience you have will be second to none and the collective and individual results will be a benchmark for others to achieve. Remember, effective action is always proceeded by clear thinking.

I look forward to welcoming you to one of our events in the very near future.

Regards,

Martin Wing European Managing Partner and Practice Leader

2

o u R w o R k s h o p s

Many Kepner-Tregoe workshops offer college and professional development

credits. Go to www.kepner-tregoe.com/credit to learn more or contact your

local KT office.

L e a d e r s h i p

Leadership Development ..........................3The KT approach

i s s U e r e s O L U T i O N & C r i T i C a L T h i N K i N G s K i L L s

Problem Solving & Decision Making ..........4Enhance your career with the gold standard in critical thinking

Analytic Trouble Shooting .........................5Premier training for a manufacturing environment: root cause analysis and risk management

Implementing Lean ..................................6Build organisational value by driving out waste

Incident Mapping ....................................7Learn an effective approach to gain control, take the right action, prevent other incidents, and influence the future in a positive way after something has gone wrong

Problem Solving and Decision Making For Investigations and CAPAs ...................8

Accelerate, standardise, and improve investigations and CAPAs

KT ITSM Problem & Incident Management .........................................9

The “nuts and bolts” of ITIL® Problem and Incident Management in IT Operations

p r O J e C T M a N a G e M e N T

Project Management ..............................10Improve project work with a systematic approach used in organisations worldwide

T ra iN - The - Tra iNer

KT Process Facilitator and Coach Certification ..........................................11

Certify your employees to support problem solving and decision making in your organisation

KT Train the Trainer ...............................11Certify employees to deliver KT programmes

3

Our clients include: American Express Company • AstraZeneca PLC • Aventis, S.A. • B. Braun Melsungen

AG • BASF AG • BHP Steel, Ltd. • Boise Cascade Corporation • Bristol-Myers Squibb Company • Canon Sales

Co., Inc. • Citigroup, Inc. • Corning, Inc. • The Danon Company • Dell Computer Corporation • Eastman

Kodak Company • Entergy Corporation • ExxonMobil Corporation • FedEx Corporation • Fujitsu, Ltd. •

GlaxoSmithKline PLC • H.J. Heinz Company • Hewlett-Packard Company • Hallmark International • Harley-

Davidson, Inc. • Hitachi, Ltd. • Honda Motor Co., Ltd. • Hong Kong and China Gas Co., Ltd. • Hovensa • IBM Corporation

• International Paper Company • J.M. Smucker Company • J.P. Morgan Chase & Co. • Johnson & Johnson •

Motorola, Inc. • Oracle Corporation • Por t of Seattle • Procter & Gamble Company • Ricoh Corporation •

Rio Tinto • Royal Dutch/Shell Group of Companies • Seagate Technology, Inc. • Siemens AG • Sony

Corporation • Sun Microsystems, Inc. • Unilever PLC. • U.S. Office of Personnel Management • Verizon

Wireless, Inc.

l e a d e R s h i p d e V e l o p m e n t

t h e k t a p p R o a C h

To move your organisation forward, your high potential people, team leaders, managers, project managers, supervisors, and executives, need a set of skills that will coordinate the efforts of the organisation and move it forward. You need leaders who have the skills to set direction, make decisions, guide others, communicate clearly and appropriately, energise people, remove barriers for success, and resolve conflicts.

Kepner-Tregoe can help you build these skills with systematic approaches that have been tested, fine-tuned, and proven for 50 years. Based on pioneering research, our methods help your leadership teams and the people they manage to work more effectively alone and in groups. KT has been credited with advancing the careers of generations of leaders and for building organisational success that can be expressed in profits and growth.

While KT approaches apply across industries, technologies, geographies and cultures, our in-company training can be customised to address the issues that are unique to your organisation and to the needs of supervisory, managerial, and executive levels. This accelerates understanding and application, rapidly moving new capabilities from the classroom to the workplace.

At the end of the day,

what counts most is

not the documents

produced, meetings

chaired, or good

intentions expressed

by your organisation’s

leaders. It is the

results they achieve.


B E N E F I T S

Enhance your critical thinking skills with processes that dramatically improve the way you organise and analyse information. Our process approach improves your ability to solve problems, make the best-balanced choice, measure risk and opportunity, and prioritise activities and concerns.

p R o b l e m s o lV i n g & d e C i s i o n m a k i n g

The gold standard in critical thinking skills

This workshop will pay for itself—again and again! w o R k s h o p d e s C R i p t i o n Our classic workshop is the gold standard in critical thinking skills training. The workshop is presented in a live classroom environment by a certified instructor. The workshop helps you learn and apply KT questioning techniques that improve the ability to cut through complex situations, use data effectively, weigh options logically, and act decisively. You will have the opportunity to use your new skills in realistic case studies and to address your own work-related issues. You will learn to maximise your critical thinking skills, systematically organise and prioritise information, set objectives, evaluate alternatives, and analyse impact.

w h o s h o u l d at t e n d Managers and executives as well as any employee who must solve problems, make decisions, and implement plans will benefit from this workshop—now and for years to come. Individuals thank us for helping broaden their critical thinking capabilities, improve their performance, and advance their careers.

w h at y o u w i l l l e a R nDuring this workshop, you will learn to use four distinct processes and apply them to your work: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem/Opportunity Analysis.

“Some view these processes as tools, but the processes have a use that is more important, yet more subtle. Rational process teaches people to think before they act. People learn that they don’t have to know the answer right away. They don’t have to have a theory immediately. First you think.”

— Joseph Carl Allen, Plant Manager, Erwin Complex

Corning Environmental Technologies

5to Reg is teR onl ine , V i s i t www.kepneR - t Regoe .Com/ukwoRkshops

B E N E F I T S

Troubleshooting skills are highly valued in today’s fast-paced, data-rich environment. Now you can become an expert troubleshooter by learning the tried-and-tested approach that is used in manufacturing environments throughout the world.

Root cause analysis and risk management for manufacturing

a n a ly t i C t R o u b l e s h o o t i n g ®

w o R k s h o p d e s C R i p t i o n Find root cause and take action with speed and accuracy. During this 3-day workshop, you learn to differentiate between types of problems, ask focused, probing questions, and find, test and confirm true cause before undertaking expensive fixes. Additional key concepts include balancing risk before fixing a problem, examining other areas that could be similarly affected, planning the implementation of actions, and preparing for the unexpected.

The KT approach to root cause analysis provides a logical framework that supports statistical process control, Lean Manufacturing, Six Sigma, total productive maintenance, self-managed work teams, and other programmes. Over 70% of the workshop is spent on application and case study practice to ensure that you can apply your new skills at work.

w h o s h o u l d at t e n d Anyone working in a production environment will benefit from this workshop.

w h at y o u w i l l l e a R n This programme focuses on two fundamental skill areas: Find Cause and Take Action. Each skill is broken down into separate processes to use on the job:

Recognise a Problem Sort out complex situations, separate problems from decisions or actions, set priority to choose what to work on first, and plan next steps.

Find True Cause Solve problems by first describing the problem in detail. Identify and test causes to see if they explain the problem description. Prove the true cause of a problem before making expensive fixes. Use techniques to handle multiple problems, start-up problems, and recurring problems.

Select a Fix Make choices to resolve problems once the cause is known by considering objectives, alternatives, and risks to help select or recommend a fix.

Think Beyond the Fix The best troubleshooters think beyond the immediate problem. Learn to look for other damage created by the cause and ask, “What else needs the same fix?” and “What other problems could this fix create?”

Avoid Future Problems Think ahead before implementing a fix or other action. Anticipate potential problems and likely causes, recommend preventive action, and plan contingent action.

“For me, the Kepner-Tregoe Analytic Trouble Shooting approach is not just another problem solving tool. It is a great enabler on our journey to empowered teams. It delivers solutions that really work and that are owned by varying levels of employees within the business, often preventing the problems being pushed up or down the traditional hierarchy. It fuels, in an unequalled way, the building of the trust between management and factory employees.”

— Operations Director, Consumer Products


B E N E F I T S

Are you ready for Lean? Are you up to speed on Lean concepts? Our three-day introduction to Implementing Lean helps you begin your Lean journey or accelerate your contribution to an existing Lean programme.

w o R k s h o p d e s C R i p t i o nThis programme incorporates nine modules that help you learn, practice, and apply the major Lean concepts to improve quality, control cost, build customer satisfaction, and achieve competitive advantage.

w h o s h o u l d at t e n dThis workshop is recommended for anyone involved in implementing a new Lean programme, improving their understanding of Lean, or working in a Lean environment.

what you wil l leaRnDuring this workshop you will be introduced to the cornerstones of Lean which form the fundamentals of implementing a culturally based, customer focused continuous improvement methodology. Our workshops combine theory, application, and practice to help you transfer Lean concepts to your workplace. Begin your Lean journey or accelerate your participation with a KT Lean Implementation workshop.

i n t R o d u C t i o n t o i m p l e m e n t i n g l e a n

Build value by driving out waste

w o R k s h o p o u t l i n eDay 1Introduction to Lean Lean Simulation Identification & Elimination of Waste

Day 2Value Stream MappingSpaghetti DiagramsMistake Proofing

Day 35SRapid Improvement Process (Kaizen)StandardisationPull Systems

T h e L e a N Way

Purpose

Principles

Cornerstones

{ { {

Customer Perceived

Value

Value StreamWaste

Elimination

Leadership Involvement Discipline Observation

Flow Pull Systems Perfection


B E N E F I T S

Safety, the environment, quality, and reliability—threats to these standards and other risks force organisations to be vigilant and proactive. Yet despite the best efforts to prevent problems, things can go wrong. When a problem, incident or disaster occurs, the pressure to act swiftly and effectively mounts— even while consequences continue to unfold.

What do you do when things have gone wrong? How do you manage the unexpected?

i n C i d e n t m a p p i n g

w o R k s h o p d e s C R i p t i o nIn this NEW 2 day workshop, you will learn how to use incident mapping to bring clarity needed to gain control of incidents, take the right actions, prevent other incidents and influence the future in a positive way.

w h o s h o u l d at t e n dAnyone who is involved in Incident Management, Problem Management, Accident Investigation, Issue Resolution, Safety and finding the root causes of problems.

w h at y o u w i l l l e a R nComplex issues that seem impenetrable are usually bound by several closely related themes. Incident Mapping allows you to systematically unravel and elucidate complex and impenetrable issues by providing a clear and complete overview of the full scope of an incident. The result is a visual map of mutual relationships and interdependencies that provides the basis of a meaningful and creative approach to finding solutions. Benefits of this program:

Teaches you to create a visual map of an incident that is easily understood and easy •to communicate to others

Helps you to reveal •earlier steps that may have caused a failure/incident, not just the last step

Removes the need for •thick reports when documenting incidents

Helps you to prevent •recurrence of incidents

Allows you to act swiftly •and effectively when under pressure

The Incident Mapping process consists of eight steps, taken in the following order:


B E N E F I T S

KT’s systematic approach to handling and responding to regulatory issues, quality problems, validations, complaints and recalls is used by life science organisations worldwide to meet the challenges of operating in a regulated environment efficiently and economically.

pRoblem solVing & deCision making

foR inVestigations and Capas

w o R k s h o p d e s C R i p t i o nIn this 3-day work session, you will learn our acclaimed process approach to respond to deviations—an approach that is focused, rapid, and fully documented. Cut through the complexity of compliance by setting priorities, troubleshooting issues, and taking the most effective and efficient corrective and preventive actions. Learn to control risk and recognise opportunities for ongoing improvement. Using our FDA-recognised, step-by-step approach, learn to close out these issues with complete and well-written investigations. Using the KT approach in investigations will dramatically reduce the cycle time for approval and the number of open investigations.

w h o s h o u l d at t e n dAnyone involved with writing, approving, or providing input to investigations in the areas of quality assurance, quality control, regulatory, audit, compliance or manufacturing in a regulated environment.

w h at y o u w i l l l e a R nBy using KT’s standard, best-practice approach for every non-conformance, you will remarkably improve the quality of your investigations and reduce approval cycle time by:

Assessing complex issues and breaking them down systematically to correctly •create and support investigationsListing and prioritising issues relevant to the investigation•Using a logical and systematic process to find and confirm true and root causes •Finding the true cause of a problem before investing in expensive CAPAs •Accessing relevant information by using incisive questioning techniques •Dealing rationally and constructively with emergency situations•Writing investigations that demonstrate structured thinking•

Use the acclaimed KT processes to address

the deviations affecting compliance, production, and

quality issues

Accelerate and improve investigations and CAPAs


B E N E F I T S

Demonstrate a level of knowledge of the KT processes in an ITIL Incident and Problem Management environment.

The “nuts and bolts” of Problem and Incident Management in IT Service Operations

K T i T s M p R o b l e m & i n C i d e n t m a n a g e m e n t

Incident and Problem Management are at the heart of customer support and are essential to organizations transitioning to ITIL V3. Reduce Time-To-Close, increase First Time Fix rate, reduce No Fault Found, increase Customer Satisfaction and lower operating costs of your customer support center. Heralded as best practices for support organizations. In addition this course will prepare you for the ISEB Foundation Examination in KT ITSM Problem & Incident Management.

w o R k s h o p d e s C R i p t i o nKT ITSM Problem & Incident Management covers the core critical thinking skills of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis in an IT Service Operations environment. You will also learn proven tools and techniques for the implementation of KT’s processes into an IT support organization to improve its performance. This workshop will prepare students for the ISEB Foundation Examination in KT ITSM Problem & Incident Management.

w h o s h o u l d at t e n dService and support professionals participating in or charged with improving incident and problem management according to ITIL standards. Managers seeking ways to build customer value and business results through service and support. (Alumni of the KT ResolveSM, ATS or PSDM workshops in an IT environment looking for external accreditation as independent proof of their knowledge of KT’s rational processes are invited to take the examination portion)

w h at y o u w i l l l e a R nDuring this workshop you will learn the topics that will prepare you for the ISEB Foundation Examination in KT ITSM Problem & Incident Management. Topics include the core concepts of the rational processes of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. You will also learn KT’s Performance System model, a Service Desk analysis process and models and pre-requisites for successful implementation of KT’s processes in an IT Service Operations environment.You will have the opportunity to take the ISEB examination at the end of the workshop where available or through ISEB’s affiliation with the Prometric testing network at invigilated examination centers located worldwide.

C h a R t e R e d i n s t i t u t e f o R i tBCS, the Chartered Institute for IT, promotes wider social and economic progress through the advancement of information technology, science and practice. As the professional membership and accreditation body for IT, its serves over 70,000 members including practitioners, academics and students, in the UK and internationally. As a leading IT qualification body, its offers a range of widely recognised professional and end-user qualifications.

For more information visit www.bcs.org

i s e bThe Information Systems Examinations Board (ISEB) is part of BCS, The Chartered Institute for IT and is an international examination body created to raise the standard of competence and performance of people working in IT. ISEB does this by offering a range of relevant industry recognised qualifications.

For more information visit www.iseb-exams.com

e X a m i n at i o n d e s C R i p t i o nThe 40 question, multiple choice examination will test your understanding of the contents of the syllabus. If a paper based exam is taken, it is administered by an invigilator/proctor under ISEB specified examination conditions. If computer testing is used, the examination will take place at an established testing centre under strict examination conditions.


B E N E F I T S

Software doesn’t manage projects, people do! Improve your project results with a logical process that is easy to learn and apply, and enhance your use of project management software. Aligned with the PMI®’s Project Management Body of Knowledge, KT Project Management is used in organisations worldwide to ensure that projects are delivered on time, on budget, and with the desired results.

KT Project Management supports use of Microsoft® Office Project and other PM software. Our Project Logic® software provides a bridge between our process and Microsoft Project. Please contact us for information about ordering Project Logic software.

w o R k s h o p d e s C R i p t i o nKT Project Management workshop provides you with capabilities that you can immediately apply to enhance your project work. In the classroom, certified instructors teach you project management concepts and standard project management tools, and help you use them in a way that eases transition from the classroom to your projects. A realistic, hands-on project helps you use the KT approach for defining, planning, and implementing a project during class. In addition, a portion of the workshop is dedicated to applying skills to a project you manage or contribute to at work, and to receiving expert advice and coaching.

Before the workshop, you will receive pre-work that helps you identify your own project work to bring to class.

During the workshop, over half of your time is spent on applying what you learn to simulations and your own projects. After the workshop, to assist you in using new skills, KT professionals are available by phone or e-mail and your fellow KT practitioners share an online users forum.

w h o s h o u l d at t e n dProject managers at any skill level and any individuals working in a project environment will benefit from this workshop. Bring your project team and prepare for your next project, or get a project back on track.

w h at y o u w i l l l e a R nKT Project Management is four distinct processes; definition, planning, implementation and communication. Each designed to address a specific aspect of project management while combining to form a comprehensive and effective methodology.

p R o j e C t m a n a g e m e n t

Simple, scaleable 13-step process!

Organise people, thinking, and action


B E N E F I T S

Become an advanced process user and help others apply process thinking in their jobs. As a certified facilitator and coach, you will assist your colleagues as they solve difficult problems, make tough decisions, set priority, and plan ahead.

B E N E F I T S

One of the most effective methods for embedding KT skills in an organisation is the Leader Development Institute (LDI). The experience prepares select employees to assume Programme Leader roles with their organisations and to deliver KT training.

Certify employees to deliver KT programmes

t R a i n - t h e - t R a i n e R

w o R k s h o p d e s C R i p t i o nEmployees from diverse companies train together to become certified as instructors. LDIs are held throughout the year for Problem Solving & Decision Making, Analytic Trouble Shooting, KT Resolve® and Project Management.

Programme Leaders are internal training resources who can tailor the workshop for different audiences, provide authentic examples and experiences related to the participants’ own environment, and update the workshop structure to meet the needs of the organisation.

Organisations commit a substantial amount of time and resources to the development of Programme Leaders, who then capitalise on their organisation’s investment to achieve tangible results. In essence, they become leaders of the organisation’s rational process.

w h o s h o u l d at t e n d / p R e R e Q u i s i t eThe LDI is a key part of a larger Programme Leader development process that begins with the identification of qualified candidates and ends with a successful first teach. To be considered for Programme Leader certification, you must attend a 3-day (or longer) Problem Solving & Decision Making, Analytic Trouble Shooting, Resolve or Project Management workshop depending on what workshop you will be teaching. In addition, all candidates are interviewed by a KT professional and a representative of your organisation. Final selections are based on pre-set criteria that include experience and willingness to acquire the skills needed to serve as a Programme Leader.

k t p R o C e s s fa C i l i tat o R a n d C o a C h C e Rt i f i C at i o n

Certify employees to support Problem Solving & Decision Making in your organisation

w o R k s h o p d e s C R i p t i o nThis workshop is the final training requirement for Process Facilitator & Coach certification. You deepen your understanding of the KT process concepts and advance your abilities to facilitate and coach your colleagues in applying KT processes. Through role modeling, you learn to lead others in typical facilitations and build cross-functional troubleshooting teams who have the content expertise needed to expedite solutions. You learn to identify opportunities for coaching others in applying KT processes to real issues and help others clarify their objectives and issues. You build advanced listening and questioning skills and learn to tailor your approach to individual needs.

w h o s h o u l d at t e n d / p R e R e Q u i s i t eKT works with organisations to help select the best candidates and define their roles. This workshop is part of a certification programme for Process Facilitators and Coaches. Participants must have completed the approved KT workshops. Certification requires successful on-site observation and review of application write-ups by a KT coach.


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