OH 9-1

Agenda

Review articles from Chapter 8

Test Your Knowledge Questions, page 202

Chapter 9– Dimensions of Problem Solving

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Dimensions of Problem Solving

Hospitality and Restaurant Management

9OH 9-2

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Chapter Learning Objectives

Explain the need for problem solving in daily operations.

Describe and apply problem-solving tactics.

Give examples of consequences of improper problem resolution.

Describe how crises can be prevented.

Create an evacuation plan.

Describe elements in an effective media policy.

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Need for Effective Problem Solving

Managers must be effective problem solvers.

Managers can rarely be 100% certain about their decisions and must be comfortable with risks that occur as decisions are made.

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Steps in the Problem-Solving Model

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Problem-Solving Model Step 1 – Define the Problem

A problem should be defined as precisely as possible.

Identify who or what is affected.

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Problem-Solving ModelStep 2 – Determine Root Cause

Root Cause—the action or situation that initiates the problem

Causes are typically system breakdowns or human errors.

Be sure to identify the real root cause and not just contributing factors or symptoms.

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Problem Solving ModelStep 3 – Determine Alternative Solutions

Generate a list of potential solutions to the problem.

Use a questioning process: What are consequences of this action?

Is it cost effective?

Is it reasonable?

Will it be effective?

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Problem-Solving ModelStep 4 – Select the Best Solution

Alternative solutions should be evaluated.

A shortened list should be re-evaluated.

Evaluation factors should consider questions about systems, processes, behavior, and outputs.

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Problem-Solving ModelStep 5 – Develop an Action Plan

Action plan—strategy of steps to implement so the problem will not reoccur

An action plan should identify Each step

The person responsible

Resources needed

Completion date

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Problem-Solving ModelStep 6 – Implement the Action Plan

Communicate the plan to affected individuals.

Follow-up to assure that action plan’s message was received, and that the solution was accepted.

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Problem-Solving ModelStep 7 – Document the Problem

Documentation involves a report written by managers to note the problem and its solution.

A summary of problem resolution should be added to this report.

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Hospital High Food Cost

What do you think is the root cause of the problem?

What are alternative solutions and consequences?

What do you think is the best solution?

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Consequences of Improper Problem Resolution

Problem gets worse

Decrease in employee morale

Increase in employee turnover

Reduction of sales

Increased costs

Lost profit

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How Would You Answer the Following Questions?

1. What is the first step in the problem-solving model?

2. Root causes occur because of what two problems?

3. When determining alternative solutions, only reasonable solutions should be on the list. (True/False)

4. The last step in the problem solving model is to implement the action plan. (True/False)

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The Case of the Disappearing Liquor

Let’s look at “The Case of the Disappearing Liquor” on page 212

Take 15 minutes to work in a group and discuss a solution and the 3 questions presented.

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Crisis Management

Crisis—an event that happens without warning and normally affects a number of people

Plans for a crisis should be developed before it happens.

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Two Types of Crises

Preventable crisis—one that can be stopped from happening (example: fire)

Unpreventable crisis—one that cannot be stopped from happening (example: robbery)

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Crisis Example

Hopefully, a crisis management plan to prevent loss of life and injuries to employees and customers was in place when this crisis occurred.

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Evacuation Planning

Building exit routes must be planned and posted.

Management should call emergency officials and assist them when they arrive.

Management should secure all cash and other valuables, if possible.

Employees and customers should be evacuated to a pre-determined location outside the building.

All employees should practice the plan.

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Crisis Management Policy— Role of Personnel

Roles and responsibilities should be in writing and listed by position (not persons).

Develop a key contact list.

Determine how and what information to share.

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Media Policy

Only one person should talk to the media.

If possible, the media should be kept off the property.

Be brief; place positive thoughts into the public’s mind.

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Additional Concerns when Developing Crisis Policies

Incorporate policies into company documents and training.

Document and complete all necessary paperwork.

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How Would You Answer the Following Questions?

1. Since a crisis is an event that happens without warning, it cannot be planned for. (True/False)

2. Managers should develop plans for unpreventable crises. (True/False)

3. How many persons should be designated to talk the media?

4. What are two words to remember when speaking to the media?

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Lost on the Moon NO discussion for this exercise, please separate

yourselves by at least 2 spaces

Put your name at the top of the sheet

Complete the Lost on the Moon Survival Test ordering the items from 1 to 15, most to least important

Maximum time, 15 minutes

Hand in your sheet

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Lost on the Moon

Now, as a group, discuss the same items and come up with a consensus ranking of the items from 1 to 15, most to least important

Settle differences of opinion by taking a group vote

Maximum time, 15 minutes

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Lost on the Moon

Grade the group work discussing the reasons why for each item

Compare individual scores to group score

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Key Term Review

Action plan

Alternative

Contact list

Crisis

Documentation

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Key Term Review continued

Evacuation

Media policy

Preventable crisis

Problem

Problem solving

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Key Term Review continued

Problem-solving model

Root cause

Spin

Unpreventable crisis

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Chapter Learning Objectives— What Have You Learned?

Explain the need for problem solving in daily operations.

Describe and apply problem-solving tactics.

Give examples of consequences of improper problem resolution.

Describe how crises can be prevented.

Create an evacuation plan.

Describe elements in an effective media policy.

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Next Week

Read Chapter 10– Planning and Conducting Effective Meetings

Due: Article Review for Chapter 9– Dimensions of Problem Solving