october 2013 lig meeting: using kepner-tregoe processes · 2018. 4. 2. · pittsburgh lig be...
TRANSCRIPT
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Pittsburgh LIG
10/18/13
October 2013 LIG Meeting: Using Kepner-Tregoe Processes
Pittsburgh
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Pittsburgh LIG
11:30 am – Networking and sign-in
12:00 pm – Lunch and Overview/Review of K-T
Processes
1:00 pm – Using KT – Case #1 (group discussion)
2:00 pm – Using KT – Case #2 (group discussion)
3:00 pm – Update on LIG/itSMF USA business
Agenda
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Pittsburgh LIG
Be forthcoming and participate – Don’t hold back
Stay engaged
Be respectful
Listen with an open mind
Be courteous to other participants - we welcome constructive
conflict, but let’s remain professional
Keep the meeting focused, make statements short and relevant
Maintain & Retain Confidentiality
Keep it real (No Abilene trips)
Use technology respectfully
Ground Rules
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Pittsburgh LIG
Based from Pittsburgh LIG August 2013 Kepner-Tregoe Meeting:
Shellina Damji presentation at itsmfusa.org
Kepner-Tregoe Processes Overview/Review
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http://www.itsmfusa.org/resource/group/9a7944cb-ea11-47e7-be3f-b91993d0caec/highly_effective_troubleshoo.pdf
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Pittsburgh LIG
Kepner-Tregoe History and Overview
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• Founded in 1958, by Drs. Charles Kepner and Benjamin Tregoe
• Thought leaders in rational process and critical thinking techniques
• Authored numerous books, including New Rational Manager
• Circa 7 million individuals developed from Senior Execs through
line management to direct employees
• Headquartered in Princeton, NJ
• Global footprint, with multi-language capability and presence in 25
countries
Source: Kepner-Tregoe
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Pittsburgh LIG
Kepner-Tregoe Results
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Source: Kepner-Tregoe
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Pittsburgh LIG
Kepner-Tregoe Processes
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Source: Kepner-Tregoe
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Pittsburgh LIG
Kepner-Tregoe Processes
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Source: Kepner-Tregoe
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Pittsburgh LIG
Situation Appraisal (SA) List Threats and Opportunities
Separate and clarify concerns
Consider seriousness, urgency, and growth
Determine analysis needed
Determine help needed
Problem Analysis (PA) State the Problem
Specify the Problem
Develop possible causes from knowledge and experience or distinctions and changes
Test possible causes against the specification
Determine the most probable cause
Verify assumptions, observe, experiment, or try a fix and monitor
Kepner-Tregoe Processes
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Source: The New Rational Manager, by Kepner-Tregoe
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Pittsburgh LIG
Decision Analysis (DA) State the decision
Develop objectives and classify into Musts and Wants
Weigh the Wants
Generate alternatives and screen through the Musts
Compare alternatives against the Wants
Identify adverse consequences
Make the best balanced choice
Potential Problem (Opportunity) Analysis (PPA) State the action
List potential problems (or opportunities)
Consider causes for the potential problem (or opportunity)
Take actions to address likely causes
Prepare actions to reduce (or enhance) likely effects
Set triggers for contingent actions
Kepner-Tregoe Processes
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Source: The New Rational Manager, by Kepner-Tregoe
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Pittsburgh LIG
K-T Reference in ITIL – Problem Analysis
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Source: ITIL
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Pittsburgh LIG
Kepner-Tregoe Processes
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Pittsburgh LIG
Problem Analysis Card
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Source: Kepner-Tregoe
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Pittsburgh LIG
Customer Issue Resolution Card
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Source: Kepner-Tregoe
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Pittsburgh LIG
Using K-T Analytic Troubleshooting
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Instructions
1 Assemble a team of five to eight shop floor or office staff members who have a common stake to the problem and are trained to apply the Kepner-Tregoe ATS. Assign a trained facilitator who has the most experience in the process and can guide the team's discussions.
2 State the problem in clear, unequivocal terms. Don't use "motherhood" generalizations: Zero in on the condition that deviates from expected behavior in your operation. Concentrate on only one problem at a time. Pay no attention to problems beyond your control.
3 Prepare a five-row and five-column working spreadsheet. Use a white board or computer projection that team members can focus on as they contribute their thoughts.
4 Leave the first cell in the first row empty and label the succeeding cells in the first row with the following titles in succession: "Is"; "Is Not"; "Peculiarities/Differences"; and "Changes."
5 Populate the first column with the following question areas, one for each cell in succession: (1) What is the problem object or situation, and its unique quality or process. (2) Where the problem occurs in the system. (3) When the problem occurs, its frequency or specific times when it occurs. (4) The extent of the problem, percentage of error compared to the whole, and whether it is static or getting worse.
6 Answer in the second column the questions in the first column. Be specific.
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Pittsburgh LIG
7 Define in the third column the limits of the problem by answering the contra positive of each question area or each row.
8 Identify any condition that distinguishes the "is" from the "is not" columns and put the answers in the "Peculiarities/Difference" column. Indicate the condition that could have led from a normal to a problem condition in each ofthe question areas.
9 Identify the changes that led to the conditions in the "is" column based on the peculiarities or differences noted in the fourth column, and note them in the last column.
10 Infer from the facts in the "Is," "Is Not," "Peculiarities/Difference" and "Changes" columns to arrive at hypothetical causes. List them in a separate worksheet.
11 Test the hypothetical causes by asking the question: "If [cause A] comprises the root cause, can it explain the "is" and "is not" columns? Eliminate any causes that do not explain the "is" and "is not" columns; leave only the one that does and that clearly shows the most direct relationship to any of the situations you have indicated in the four columns.
12 Verify that the cause left is the root cause if it's a change in condition or an event that has directly led to the problem or caused the change to happen. Recommend as a team to conduct a test where the proposed solution can reverse the change or root cause of the problem.
Using K-T Analytic Troubleshooting (cont.)
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Source::Alex Lim, eHow Contributor
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Pittsburgh LIG
Is Is Not Peculiarities/
Differences
Changes
What is the
Problem Object
or Situation?
Where the
problem occurs
in the system?
When the
Problem occurs
– frequency or
time?
Extent of
Problem –
percentage of
errors, static, or
getting worse?
K-T: Analytic Troubleshooting
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Pittsburgh LIG
K-T Use Cases
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Pittsburgh LIG
Read the Use Case
Analyze the Problem using K-T Processes
Pittsburgh LIG Case Study
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Pittsburgh LIG
Is Is Not Peculiarities/
Differences
Changes
What is the
Problem Object
or Situation?
Where the
problem occurs
in the system?
When the
Problem occurs
– frequency or
time?
Extent of
Problem –
percentage of
errors, static, or
getting worse?
K-T: Analytic Troubleshooting
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Pittsburgh LIG
What do we recommend?
Results Review
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Pittsburgh LIG
itSMF Pittsburgh LIG Business
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Pittsburgh LIG
LIG Survey Results
Nominations and Elections
– Chapter Board
– LIG Leadership
Upcoming Events
New logo for Pittsburgh LIG!
priSM re-launches
Update on LIG/itSMF USA business
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Pittsburgh LIG
Survey Active 8/29 – 9/4/13 with 17 Survey Respondents
Membership Survey Results
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Pittsburgh LIG
Membership Survey Results
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Pittsburgh LIG26
Question: Additional Comments or Feedback:• More Events!• I am really not involved enough in LIGs and am thinking that I should be. I've presented on many
topics at various national conferences, most recently Pink 12 and 13 and their ITSM Leadership forum. One thought is to move away from the presentation format to more of a panel discussion on various topics that should be of interest to ITSM Leaders. We can talk about specific areas where our organization has had success.
• The LIG is most valuable when we combine efforts with other local organizations like HDI or perhaps even the PMI which has a strong presence in the city. I think a topic on project management for IT Service Management projects might be interesting as well.
• Timing of the meetings. I would prefer they run from 11-3ish. Anything later makes it difficult due to family obligations
• The board makes every effort to cover all areas of ITSM. Most recently, the Kepner-TregoeMethodology was awesome. Location is convenient.
• I value the sharing of information and experiences• I value the other people in the LIG that do ITSM• Hoping to speak at the HDI conference in the spring. Looking forward to October meeting to
brainstorm how we boost membership. We are also focused on the Service Desk Operations functions - QA, Training, WFM, KM. I hope to attend the HDI conference in the spring.
• Not attending any of the listed conferences• Regional Educause Manager training and Conference
Membership Survey Results
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Pittsburgh LIG
LIG Leadership
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Term Successions Voting
Past President 1 0 No
President 1 0 Yes
President-Elect 1 0 Yes
Secretary 2 2 Yes
Awards / Recognition Chair 1 2 Yes
Communications Chair 1 2 Yes
Event / Program Chair 1 2 Yes
Membership Chair 1 2 Yes
Sponsorship Chair 1 2 Yes
Volunteer Coordinator Chair 1 2 Yes
Total Number Officers per LIG / SIG 10
itSMF USA LIG / SIG Officer Structure
2013 - 2014 Fiscal Year Forward
Officer Roles
Annually Appointed Chair Roles
Notes:
1.The individual who is elected to the
President‐Role will effectively serve forthree years: one year as President‐Elect,one year as President and one year as
Past‐President.
2.The Secretary serves a two‐year term,with a possibility of serving in two consecu
tive terms.
3.The President will appoint all Chair roles
Individuals in these roles will serve one‐year terms, with a maximum possibility of
serving two consecutive terms
4.All individuals fulfilling any LIG leader
position must pass the Governance review
at the Chapter Board level.
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Pittsburgh LIG
Positions in Current Election Fall 2013
President – Elect:This leadership role participates in the development, growth and planning of the LIG, is
mentored by the President and serves in the absence of the President. The individual elected
to this position will become the President at the end of their term as President-Elect. In
addition, this role supports the committees and event functions, assisting in planning and
volunteers at LIG events.
Secretary:This leadership role maintains the records of the LIG, to include correspondence, meetings,
proceedings and records. The individual elected to this position will manage the distribution
and maintenance of meeting agendas, minutes, pre- and post- event activity summaries,
planning sessions and leadership decisions. Where necessary, the Secretary will submit
requisite information to itSMF USA Chapter resources, to include but not limited to expense
reports, release forms and event attendance reports. This role is elected to serve for a two
year period.
Notes:
1. All LIG Leadership team members must be voting members of itSMF USA in good standing.
2. LIG Leadership team members must sign the Chapter’s Leaders Code of Ethics and Affiliation
Agreement.
LIG Elections
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Pittsburgh LIG
Nomination forms will be accepted
7 October through 27 October
Member & Student voting period:
1 November through 15 November
New leadership team members will be announced 21
November
Position transitions occur in December
Be sure to cast your vote! Chapter Board in Oct. LIG in Nov.
LIG Election Schedule
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Pittsburgh LIG
Upcoming LIG Events
– December (joint mtg w/ Awards Banquet HDI?)
– February 14 – TBD
– 1Q 2014 - Vendor Fair / One Day Conference
Upcoming itSMF USA Events
– Fusion - 20-23 October+
– Brighttalk Sessions
Emerging Trends and Technologies in ITSM - 16 Oct
– Now available On Demand
Service Catalogue - 14 Nov
Problem and Incident Management - 12 Dec
Upcoming LIG Events
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Pittsburgh LIG
Logos
priSM – to be re-launched next week! CPD/CPE credits available
for meetings
Chapter Updates
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Pittsburgh LIG
Volunteer, Volunteer, Volunteer…
Connect, Learn, Grow!
Questions/Other Items?