workshops 2012 - home - kepner-tregoe

Skills that Benefit You Now and Throughout Your Career

Problem Solv ing and Decis ion Making

Project Management

Analyt ic Trouble Shoot ing® for Manufactur ing

KT Process Faci l i ta t ion Workshop

Problem Solv ing and Decis ion Making for Inves t igat ions and CAPAs

Conduct ing and Document ing Inves t igat ions

Shutdowns-Turnarounds-Outages

KT Train- the-Trainer Programs

www.kepner-tregoe.com

Kepner-Tregoe®

W O R K S H O P S 2 0 1 2

2 register online at www.kepner-tregoe.com/workshops 800-537-6378

O u r W O r K s h O p s

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

Analytic Trouble Shooting .......................... 6Premier training for a manufacturing environment: root cause analysis and risk management

Process Facilitation Workshop .................... 7Review and build advanced expertise in KT issue resolution processes

Problem Solving and Decision Making for Investigations and CAPAs ..................... 8Accelerate, standardize, and improve investigations and CAPAs

Conducting and Documenting Investigations ........................................... 8The next step in GMP and compliance

Project Management ................................. 9Improve project work with our systematic approach used in organizations worldwide

Shutdown-Turnarounds-Outages ............... 11Minimize risk for your business shutdown

Leader Development Institute .................... 12Certify employees to deliver KT programs

eThink Software ........................................ 7

Project Logic .......................................... 10

Portfolio Manager .................................. 10

Operational Excellence ........................... 13

Service Excellence .................................. 14

Registration Information .......................... 15

Course Credits ....................................... 15

Join Our Network ................................... 15

I s s u E r E s O L u T I O N a N d C r I T I C a L T h I N K I N G s K I L L s

C E r T I F I C aT I O N

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

r E G I s T r aT I O N

K T s O F T Wa r E T O O L s

B E y O N d T r a I N I N G : T h E C O N s u L T I N G s I d E O F K T

3register online at www.kepner-tregoe.com/workshops 800-537-6378

O u r C L I E N T s

Aventis • AstraZeneca PLC • BAE Systems • BASF SE • BHP Steel • Boise Cascade Corporation • Baltimore Gas & Electric

Bristol Myers Squibb Company • Chrysler • Cisco • Citigroup, Inc. • Corning • Covidien • Dell Computer Corporation

Eastman Kodak Company • Entergy Corporation • Exxon Mobil Corporation • FedEx Corporation • Georgia Pacific

GlaxoSmithKline • PLC • Hewlett-Packard Company • Hitachi, Ltd • Honda Motor Co., LTD • Hovensa • IBM Corporation

Interbake Foods • Johnson & Johnson • JP Morgan Chase • Kraft Foods • Lockheed Martin • Mars • Merck & Co.

Motorola, Inc • Nissan • Ontario Power Generation • Procter & Gamble Company • Oracle Corporation • Rio Tinto • Roche

Sun Microsystems • Siemens AG • Sony Corporation • Suncor Energy • US General Accounting Office • Verizon Wireless, Inc.

Wm. Wrigley Jr. Company and many, many more.

K T C E L E B R AT E S O V E R 5 0 Y E A R S o f C O R P O R AT E P R O B L E M S O LV I N G

I N N O VAT I O NT E s T I M O N I a L s

“Though my training was some years ago, KT has been one of my most useful tools for facilitation of difficult decisions in the nonprofit settings. I would not be where I am in my career if I had not had the training at AHA.”

“While I was in the Air Force I took an Analytical Troubleshooting course from your company. I remember the lessons that still aid me today. Hands down, it was one of the best courses in my life.”

“The clearest difference KT Project Management tools made was that our people were forced to organize their thoughts in advance, rather than leap from one task to the next.”

C O N G R AT U L AT I O N S T O O U R 2 0 1 1 P R O C E S S A C H I E V E M E N T AWA R D W I N N E R S

Grand Winner of Operational Excellence Category: Griffin’s Foods Limited of New Zealand

Griffin’s Foods Limited used KT’s Step Change model to improve the Operational Efficiency of a new production line which was struggling with high waste, high downtime and planning deficiencies. A series of improvement initiatives

were selected from a detailed analysis and implemented using KT processes. At the conclusion of the project the line had achieved a 30% improvement in Production Rate and a 47% improvement in Operational Efficiency. This step change

improvement represented an ROI over a 12 month period of 12:1.

Single Use Category Winner: UBE Group of Thailand

UBE Group’s timely use of KT processes in a Pure Lactam Condensation Tube (1330 E7-2) chemical leakage situation, enabled the plant to avoid an unplanned shutdown and deal with quality issues, resulting in a cost savings of around US $100,000. Using the KT Problem Analysis process, the maintenance team focused on gathering relevant factual

information, systematically eliminating irrelevant possible causes, collaborating and saving time in finding true cause.

“We have been able to solve customer problems in half the time where we’ve engaged and used the KT process.”

“The KT processes provided a common approach and helped sift through tons of data, ask penetrating questions, and take the emotion out of decision making.”

“KT’s project management process is simple elegance. It is far superior to the rote project management you see out there.”

“Initially I went in with all the ‘engineerish’ skepticism. But it taught me how to ask the right questions to understand and solve problems.”

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B E N E F I T S

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

Please call 800-537-6378 for pricing information Group discounts are available. Workshop hours are 8:30 to 5:00. Dress is business casual.

2012 SCHEDULEMar 20-22 Toronto, ON

May 08-10 Calgary, AB

Jun 05-07 Toronto, ON

Jun 26-28 Edmonton, AB

Sep 18-20 Winnipeg, MB

Oct 16-18 Toronto, ON

CANADAJan 24-26 Chicago, IL

Jan 31-Feb 2 Dallas, TX

Feb 07-09 San Francisco, CA

Feb 21-23 Hartford, CT

Feb 28-Mar 01 Atlanta, GA

Mar 06-08 Salt Lake City, UT

Mar 13-15 Princeton, NJ

Mar 27-29 Austin, TX

Apr 17-19 Phoenix, AZ

Apr 24-26 Chicago, IL

May 01-03 San Jose, CA

May 15-17 Bridgewater, NJ

May 22-24 Boston, MA

Jun 05-07 Denver, CO

Jun 12-14 Atlanta, GA

Jul 24-26 Chicago, IL

Jul 31-Aug 02 Princeton, NJ

Aug 14-16 Atlanta, GA

Sep 11-13 San Francisco, CA

Oct 02-04 Princeton, NJ

Oct 30-Nov 01 San Jose, CA

Nov 6-8 Houston, TX

Nov 13-15 Chicago, IL

Dec 04-06 Princeton, NJ

Dec 11-13 Atlanta, GA

register online at www.kepner-tregoe.com/workshops 800-537-6378

The gold standard in critical thinking skills

P R O B L E M S O LV I N G an d

d E C I s I O N M a K I N G

W O r K s h O p d E s C r I p T I O N This classic workshop is presented in a live classroom environment by a certified instructor. The three-day 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 maximize your critical thinking skills, systematically organize and prioritize information, set objectives, evaluate alternatives, and analyze impact.

W h O s h O u L d aT T E N d Managers, executives and any employees who are required to 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 is used to separate, clarify, and prioritize concerns. When confusion is mounting, the correct approach is unclear, or too many tasks overwhelm plans, Situation Appraisal is the tool of choice.

Problem Analysis is used to find the cause of a positive or negative deviation. When people, machinery, systems, or processes are not performing as expected, Problem Analysis points to the relevant information and leads the way to the root cause.

Decision Analysis is used for making a choice. When the path ahead is not clear, when there are too many choices, or the risk of making the wrong choice is great, Decision Analysis clarifies the purpose and balances risks and benefits to arrive at a solid and supported choice.

Potential Problem/Opportunity Analysis is used to protect and leverage actions or plans. When a project simply must go well, risk is high, or things could go wrong, Potential Problem Analysis reveals the driving factors and identifies ways to lower risk. Conversely, Potential Opportunity Analysis helps you identify and benefit from new opportunities.


This workshop will pay for itself—again and again!

H O W Y O U C A N U S E P R O B L E M S O L V I N G & D E C I S I O N M A K I N G

S O L V E P R O B L E M S

• Find the root cause of a problem before investing in expensive corrective actions

• Use incisive questioning techniques to access relevant information• Standardize activities by effectively eliminating variation

p L a N a h E a d

• Break down large concerns into manageable pieces and prioritize them

• Protect business plans with preventive actions• Deal rationally and constructively with emergency situations

M a K E d E C I s I O N s

• Use weighted objectives to guide decision making• Evaluate alternatives against objectives • Document recommendations to higher levels of management by

showing the structured thinking behind decisions

F E aT u r E sBefore the workshop, you will receive pre-work that helps you identify issues that you can work on during class. During the workshop, over half of your time is spent on applying what you learn. After the workshop, KT professionals are available by phone or e-mail, and fellow KT practitioners share an online users forum to assist you in using new skills.

P r o f i l e i n C o s t S a v i n g s

After a series of acquisitions, Ricoh Corporation used Kepner-Tregoe processes to save $1.3 million in annual insurance costs. Using KT Situation Appraisal, Decision Analysis, and Project Management, a risk management team identified what the existing insurance program was and what the best program for the future would be. Initially potential annual savings were estimated at $350,000 to $400,000. By taking a systematic approach and involving the right people at the right time, the team actually saved $1.3 million in the first year and $300,000 in the second year. • Reduced premiums by 18 percent, saving $1.3

million the first year • Saved $300,000 the second year • Negotiated a $79,000 reduction in broker

commissions • Received more comprehensive coverage from fewer

insurance carriers and brokers• Fostered teamwork across business units

K T eL E a r N I N G O N - L I N E s E L F s T u d y

KT eLearning is an entry-level option designed to impart a

basic familiarity with the KT Problem Solving and Decision

Making concepts. This is an ideal option for employees who

previously attended the Problem Solving and Decision Making

workshop and need a refresher, or as an early exposure

vehicle for participants who can then move on through the

KT curriculum as their career progresses. eLearning IS NOT

intended to be a direct 1:1 substitute for instructor-led training.

For more information contact us at 800-537-6378

6

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-true approach that is used in manufacturing environments throughout the world.

CANADA


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 three-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 programs. A significant portion 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 program focuses on two fundamental skill areas: Find Cause and Take Action. Each skill is broken down into separate processes to use on the job:

R E C O G N I Z E A P R O B L E M

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

F I N d T r u E C a u s E

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.

s E L E C T a F I x

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

T h I N K B E y O N d T h E F I x

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?”

AV O I D F U T U R E P R O B L E M S

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

Please call 800-537-6378 for pricing informationGroup discounts are available.Workshop hours are 8:30 to 5:00.Dress is business casual.

Root cause analysis and risk management for manufacturing

Apr 24-26 Calgary, AB

Oct 23-25 Toronto, ON

P r o f i l e i n Q u a l i t y I m p r o v e m e n t

Plant engineer Carl Cusaac and his colleagues at Associated Packaging Technologies (APT) resolved to crack a quality defect that had plagued production for eight years. Frequent attempts to resolve the problem had failed. APT brought in Kepner-Tregoe to develop problem solving skills. Says Cusaac, “Within two months, we found and fixed the most probable cause—machine tool clearance.” Results:• Within two months, found and

fixed an unresolved quality defect of eight years

• Improved customer satisfaction • Reaped significant bottom-line

savings • Equipped employees with a

powerful, uniform rational process for defining, specifying, and resolving problems

2012 SCHEDULEMar 13-15 Atlanta, GA

Jul 10-12 Chicago, IL

Sep 18-20 Atlanta, GA


2012 SCHEDULE

B E N E F I T S

Use a systematic approach when

responding to Incidents and Problems. Used by

IT Service Managers worldwide to reduce

Time To Close, increase First Time Fix, reduce spares usage and No Fault Found, increase Customer Satisfaction

and maximize Customer Lifetime

Value.

W O r K s h O p d E s C r I p T I O NDuring this five-day workshop, you will deepen your understanding of the systematic KT approaches to solving problems, making decisions, sorting out complex issues, and managing risk and opportunity. As you develop advanced troubleshooting skills and techniques, you will learn how to facilitate the resolution of these kinds of issues by applying them in real time.

This workshop reviews the issue resolution skills you acquired in your first KT workshop and takes them to a new level of expertise. Also included in this intensive small-group learning experience are tips and techniques for effective coaching and facilitating as well as opportunities to facilitate real job issues in a small-group environment.

W h aT y O u W I L L L E a r NReview and advance the skills you acquired in our 3-day Problem Solving & Decision Making, KT Resolve, or Analytic Trouble Shooting workshops and develop advanced expertise in applying these skills to work-related issues.

• Refine Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem/Opportunity Analysis skills

• Learn special-circumstance techniques for issue resolution• Enhance communication skills, active listening skills, and presentation skills• Learn when and how to involve others in issue resolution• Work with your instructor to improve your use of KT processes as you address your own work

related issues• Use KT processes with greater ease and accelerate issue resolution • Add advanced troubleshooting skills to your organization• Build key skills that can enhance your career

W h O s h O u L d aT T E N dAnyone who wants to develop advanced expertise in the KT methodologies will benefit from this training.

Prerequisite: You must have completed one of the Kepner-Tregoe Problem Solving & Decision Making, Analytical Trouble Shooting, or KT Resolve workshops (3 days or longer, offered as public or in-company workshops). Public workshops that act as a prerequisite and are currently offered in North America include Problem Solving & Decision Making, Analytic Trouble Shooting for Manufacturing, and Problem Solving & Decision Making for CAPAs.

Review and build advanced expertise in KT issue resolution processes

K T p r O C E s s Fa C I L I TaT I O N W O r K s h O p


Sept 24-28 Princeton, NJ

K T s O F T Wa r E aT T h E K T W E B s T O r E

Document your work using eThink. eThink supports use of four major KT processes—Situation

Appraisal, Problem Analysis, Decision Analysis, and Potential Problem/Opportunity Analysis—to

address management issues. Our popular software provides real-time electronic coaching, record

keeping, and helpful examples. Results are integrated into convenient reports for communicating

and documenting the thinking behind solutions, decisions, and plans.

e T h I N K d E s K T O p

For pricing contact your KT account manager, call: 800-537-6378, or e-mail [email protected].

8

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 organizations worldwide to meet the challenges of operating in a regulated environment efficiently and economically.

B E N E F I T S

The KT approach to conducting and documenting investigations helps ensure compliance with FDA cGMP requirements. It is used in organizations worldwide to improve the quality and speed of completing investigations and satisfying FDA requirements for documentation.

Sep 25-27 Princeton, NJ

Oct 23-24 Princeton, NJ

2012 SCHEDULE

p s d M f o r I N V E S T I G AT I O N S an d C a pa s

d E s C r I p T I O N In this three-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 risks and recognize opportunities for ongoing improvement. Using our FDA-recognized, step-by-step approach, learn to close out these issues with complete and well-documented 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

investigations• Listing and prioritizing 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• Demonstrate structured thinking when closing investigations

Accelerate and improve investigations and CAPAs

C O N d u C T I N G an d d O C u M E N T I N G I N V E S T I G AT I O N S

d E s C r I p T I O NIn this intensive, two-day work session, you will review KT’s acclaimed process approach to CAPAs and then build advanced skills in using KT Problem Analysis to find root cause. We will also review using Decision Analysis and Potential Problem Analysis to select and implement appropriate corrective and preventive actions, and show how to integrate KT tools into Six Sigma and Lean methods to drive robust investigations. Then, you will learn effective technical writing principles to document your findings. By integrating a systematic approach to analysis into conducting and documenting investigations, you will improve compliance by eliminating recurring problems with appropriate CAPAs and streamlining the review process with well written investigations.

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 EThis work session benefits quality team professionals in the pharmaceutical industry, and anyone who is called upon to resolve problems and help prevent problems. Engineers, quality assurance/quality control personnel, upper level management and operational supervisors benefit from this course. Attendance at a KT Problem Solving and Decision Making or Problem Solving and Decision Making for Investigations and CAPAs is required.

W h aT y O u W I L L L E a r NYou will advance your skills in performing and documenting investigations by achieving these and other objectives:• Reduce time to find root cause• Increase thoroughness of investigations• Decrease average time to closure• Reduce audit findings and observations

The next step in building GMP and compliance

• Reduce outstanding investigations• Reduce review and approval cycles and

cycle times• Reduce recurring problems

2012 SCHEDULEPlease call 800-537-6378 for pricing information Group discounts are available.Workshop hours are 8:30 to 5:00. Dress is business casual.

Please call 800-537-6378 for pricing infor-mationGroup discounts are available

Workshop hours are 8:30 to 5:00. Dress is business casual.

9

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. Enhance your use of project management software and manage any type of project, large or small, using a process approach that draws on our acclaimed methods for problem solving, decision making, and managing human performance. Aligned with the PMI®’s Project Management Body of Knowledge, KT Project Management is used in organizations worldwide to ensure that projects are delivered on time, on budget, and with the desired results.

Feb 14-16 San Francisco, CA


Apr 17-19 Chicago, IL

Jun 05-07 Princeton, NJ

Jul 17-19 Atlanta, GA

Aug 07-09 San Francisco, CA

Sept 18-20 Hartford, CT

Oct 09-11 Chicago, IL

Oct 23-25 Atlanta, GA

Nov 13-15 Princeton, NJ

Dec 11-13 San Francisco, CA2012 SCHEDULE


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 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 has four distinct areas of focus, each designed to address a specific aspect of project management while combining to form a comprehensive and effective methodology.

Definition is used to appraise the need for the project and clarify timing, cost, and performance parameters. It also identifies specific results and the value that the project should produce, balanced against the appropriate level of available resources.

Planning is used to determine who will do what and when. Planning combines the technical sequencing and scheduling of deliverables and resources with people-oriented tasks such as gathering the right people for project work and gaining their commitment to project success. It also includes managing project risk by using the KT Potential Problem Analysis process.

Implementation addresses the controlled and effective use of resources to achieve project results. It includes overcoming the common pitfalls that befall many projects, and monitoring and responding to project issues. It includes efforts to ensure that project goals are achieved and to leverage new opportunities.

Communication is woven throughout definition, planning, and implementation. It includes distinct leadership skills for managing human performance and addressing stakeholder involvement and satisfaction.

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

Organize people, thinking, and action

Please call 800-537-6378 for pricing information Group discounts are available.Workshop hours are 8:30 to 5:00. Dress is business casual.

2012 SCHEDULE

Feb 28-Mar 01 Toronto, ON

May 15-17 Calgary, AB

Jun 19-21 Toronto, ON

Sep 25-27 Toronto, ON

CANADA

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W h a t S e t s K T A p a r t

• The KT Project Management Process is a continuous process consisting of 13 steps that offers a step-by-step approach to define, plan and implement a project from start to finish. This process has built-in triggers that directly influence the success of the project. These 13 steps are organized into four groups: Project Definition, Planning, Implementation and Communication.

• By carefully defining the project’s purpose and objectives, with measures and standards, during the Project Definition phase, the KT approach provides the clarity needed before beginning detailed project planning to achieve project success.

• In the Project Planning phase, Kepner-Tregoe’s Potential Problem/Opportunity Analysis process is used to protect project plans by identifying areas prone to trouble and enhance the plan by identifying areas of opportunity.

• One of the most critical factors that drives project success is Project Communication—ongoing conversations between the project manager and others to give or gather information, gain and test understanding, and determine action. Project Communication fosters success by ensuring that discussions are open, honest, and timely throughout the project.

• Another critical project success factor is an understanding of the performance system at work in any project. KT Project Management addresses the factors that can promote project performance and influence project behavior. Our approach to managing performance can be used to support teamwork and gain commitment to the project.

P r o j e c t M a n a g e m e n t R e s u l t s

• When NASA required a major contractor to change project management responsibilities, over 550 people were trained in Kepner-Tregoe Project Management. The new approach to business resulted in increased award and incentive fees, zero non-conformances in an ISO 9000 audit for the first time ever, and a reduction in personnel attrition.

• When the port authority of a major city undertook an extensive, multi-billion dollar airport renovation, they turned to Kepner-Tregoe Project Management to provide managers with the skills to develop and coordinate the undertaking. They were able to secure badly needed additional funding once the project scope was properly defined.


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.

For Microsoft® Office Project

Project Logic

Project Logic is a software overlay for Microsoft Project that makes it easier to learn, use, and get the full value from Microsoft’s popular project management software. It provides a bridge between KT Project Management’s powerful step-by-step approach and the robust support provided by Microsoft Project.

KT is a registered member of the Microsoft Partner Program and a Microsoft Solution Provider.

p r O J E C T L O G I C s O F T Wa r E s O L u T I O N s O N T h E K T W E B s I T E

I n t r o d u c i n g P o r t f o l i o M a n a g e r

What Portfolio Manager is… Portfolio Manager is the next generation in online project management platforms, driven by the world-class Kepner-Tregoe (KT) project management method. It’s been designed to transform the way you look after your organization by saving time and money, as well as freeing you up to concentrate on what’s important to the success of your organization.What Portfolio Manages does… Portfolio Manager is the intelligent online project management platform that’s been created to enable the management of multiple projects in a more cost-effective, more efficient and more structured manner. To learn more about this exciting new tool for managing projects, contact us or visit our website.

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B e n e f i t s

When management at a heavy manufacturing site engaged KT to improve its shutdowns, the emphasis was to complete the shutdowns on time and on budget. Past shutdowns had run over time, but this time, finished product inventory was low and there was no allowing for extra hours. By working with KT, the manufacturer exceeded expectations: the shutdown came in 4 1/2 days ahead of schedule and half a million under budget. Start up time to full capacity from the previous year was reduced from 10 days to 36 hours.


s h u T d O W N E x C E L L E N C E

Optimizing Shutdowns, Turnarounds and Outages

W O r K s E s s I O N d E s C r I p T I O NKT’s shutdown program focuses on delivering shutdown results on-time and on-budget while reducing possible risks associated with shutdown activities. KT has key applications that will ensure a sound risk management system is in place for your business shutdown.

W h aT y O u W I L L L E a r NKT applications provide the following to shutdowns:

• Discipline• A common process• Visibility of daily progress• Managed risk• Timely decisions by daily monitoring of cost vs. planWithout careful planning and risk management, delays can cause the cost of lost production to far exceed the planned maintenance costs of a shutdown. A small investment in KT is minimal compared to the total costs of your shutdown or the risks of a poorly executed shut with costly delays and incomplete projects.

W h O s h O u L d aT T E N dThis course is designed for engineers, planners, coordinators, contractors and managers, or others who have STO roles in your organization. Departments may include: Asset Management, Maintenance, Reliability, Engineering, Operations or HSE.

KT courses are recognized worldwide. These programs follow a step by step process that ensures results. KT shutdown support takes the key elements of these programs relating to shutdowns and works with teams to ensure practical application of the skills they have learned. This approach drives sustainable and lasting improvement in shutdown execution.

A D D I T I O N A L S U P P O R T S E R V I C E S AVA I L A B L EKT support for shutdowns includes:

• Full time on-site support to shutdown or maintenance managers• Shutdown definition facilitation• Project management training• Shutdown management training• Lean shutdown implementation• On-the-job coaching

The Definition Phase ensures the identification of major sponsors and customers at the initiation of the STO.

The Planning Phase is primarily concerned with the organization of the STO activity.

The Implementation Phase provides a process to ensure the work that has been organized gets done.

• Project planning support• Project software training and support• Teams & Leader development• Risk assessment• Audits and recommendations

2012 SCHEDULESep 11-13 New Orleans, LA

Please call 800-537-6378 for pricing informationWorkshop hours are 8:30 to 5:00. Dress is business casual.

12

2012 SCHEDULEPSDM/ATS Jan 22-Feb 03 Princeton, NJ

PSDM/ATS Apr 22- May 04 Princeton, NJ

PSDM/ATS Aug 05-17 Princeton, NJ

PSDM/ATS Nov 04-16 Princeton, NJ

PM Mar 11-23 Princeton, NJ

PM Oct 07-19 Princeton, NJ


Certify employees to deliver KT programs

W O r K s h O p d E s C r I p T I O NEmployees from a variety of organizations come together to become certified as instructors. Leader Development Institutes are held throughout the year for Problem Solving & Decision Making (PSDM), Analytic Trouble Shooting (ATS), KT Resolve® and Project Management (PM).

Program 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 structure the workshop to meet the needs of the organization.

Organizations commit a substantial amount of time and resources to the development of Program Leaders, who then capitalize on their organization’s investment to achieve tangible results. In essence, they become leaders of the organization’s rational process “community of practice.”

W h aT I s a N “ L d I ” ? A Leadership Development Institute (LDI) is an intensive experience that provides participants with in-depth concept knowledge, instructor training capabilities, and facilitation skills. It is a key part of a larger Program Leader development process that begins with the identification of qualified candidates and ends with a successful “first teach.”

Based on research and thoroughly tested educational principles, the LDI design will change depending on the needs of the individual learners. In fact, no two LDIs are exactly alike. But the goal of each is the same—to develop individuals who will assume a primary role in changing the way people behave and how the organization addresses concerns.

These individuals, once certified, are referred to as Program Leaders.

During an LDI, participants learn how to serve as effective Program Leaders and process consultants, applying the concepts to their organizational issues, and developing the skills to conduct workshops in-house. Our Systematic Teaching approach helps us create capable instructors, even if candidates have little or no prior teaching experience.

Although the LDI is a challenging experience, most Program Leaders report that it brings additional value to their organization and develops thinking processes and leadership abilities that result in a powerful—and often life- and career-enhancing—experience.

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 Program Leader development process that begins with the identification of qualified candidates and ends with a successful “first teach.” To be considered for Program Leader certification, you must attend a three-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 organization. Final selections are based on pre-set criteria that include experience or willingness to acquire the skills needed to serve as a Program Leader.

For pricing and certification information, contact your KT account manager, call: 800-537-6378, or e-mail [email protected].

L E A D E R D E V E L O P M E N T I N s T I T u T E

K T ’s Tr a i n - t h e - Tr a i n e r

B E N E F I T s

One of the most effective methods for embedding KT skills in an organization is the Leader Development Institute, commonly referred to as an “LDI.” The experience prepares select employees to assume Program Leader roles with their organizations and to deliver KT training.


B E y O N d T r a I N I N G t h e C O N s u LT I N G s I d E o f K T

s h u T d O W N - T u r N a r O u N d - O u Ta G E ( s T O )Companies consume large amounts of their maintenance budget during STOs. Without careful planning and risk management, delays can cause the cost of lost production to far exceed the planned maintenance costs of a shutdown and impact the organizations reputation. STOs performed well increase production, reduce costs, and provide significant opportunities. A small investment in KT is minimal compared to the total costs of your shutdown or the risks of a poorly executed shut with costly delays and incomplete projects.

KT’s shutdown programs focus on delivering shutdown results on time, on budget, and within scope while reducing associated risks. KT has key applications that will ensure the delivery of value to the organization with proven technologies that yield sustainable, consistent high performance STO results. KT has experienced successful execution of multi-million dollar shutdowns across numerous industries. Our services are tailored to meet the individual needs of your business ranging from single days of coaching/training to full-time STO management. KT’s systematic approach gathers and organizes relevant information that will deliver results.

s T E p C h a N G E E x C E L L E N C EGlobal competition has inspired new levels of efficiency for those organizations seeking to maintain manufacturing as one of their competitive advantages. While traditional improvement programs such as Six Sigma, Lean, and other initiatives may help, often a more rapid “step change” improvement is

required. At KT we collaborate with clients to improve operational performance using a unique process improvement approach—a focused model that brings about rapid, targeted change. This model

ensures that an objective diagnosis of opportunity is conducted, appropriate tactical improvements are implemented, and results are sustainable moving forward.

We leverage our proven rational thinking processes to diagnose and quantify improvement opportunities, prioritizing them based on improvement targets desired by the organization. This is

done using a combination of analytical methods that look at current business processes, operational data, human performance, and asset performance. Once the improvement opportunities have been selected, improvement initiatives are

planned, resourced, and launched to capture those opportunities. Finally, we work to ensure that the improvements are sustainable by looking at the organizational roles and responsibilities, evaluating the performance system in which people work, and implementing effective process

measurement and management processes for future continuous improvement. By providing a structure for change, the Kepner-Tregoe Step Change approach offers the foundation for successful organizational change initiatives.

N u C L E a r p O W E r I N d u s T r y — C a p p r O C E s s a N a L y s I s In today’s world of increasing regulatory attention and mounting economic pressures to do more with less in the Nuclear Power Industry, the Corrective Action Program (CAP) and how efficient you administer it has an increased level of importance. It has become vital to not just do something, but to do the right thing and to do it quickly. The CAP is the backbone of effective problem solving within your organization.

Nuclear power plants are required by the Nuclear Regulatory Commission (NRC) to have a CAP. These Plant CAPs are evaluated periodically by the NRC during a Problem Identification & Resolution (PI&R) assessment. As a result, CAPs cross-cut entire plant organizations and are serious resource consumers. Managers and engineers spend hundreds of unbudgeted hours documenting and resolving upwards of 5,000 issue reports annually at many plants.

With over 25 years of experience resolving issues in the Nuclear Power Generation sector, KT can partner with you to define and improve the function of the CAPs at each site. We can address improvements to a full CAP, or we can support the improvement of a program component. KT takes a holistic approach to improving your CAP by looking at the skills of the people involved, the business process design and the performance system around the use of the CAP—ultimately improving performance in timeliness of issue resolution and quality of these resolutions that are measurable and sustainable.

14 register online at www.kepner-tregoe.com/workshops 800-537-6378

B E y O N d T r a I N I N G t h e C O N s u LT I N G s I d E o f K T

L I F E s C I E N C E s I N d u s T r y — C a pa E x C E L L E N C EThe pharmaceutical, medical devices, healthcare and biotech industries, collectively known as the life sciences,

have to comply with FDA mandated regulations in order to do business. Some of these regulations have to do with how quickly and how well problems in manufacturing, packaging and testing are solved and prevented

in the future in order to assure and control quality. The overall effectiveness of how well these problems are handled is indicated by the quality and number of ‘investigations’.

KT’s systematic approach to handling and responding to regulatory issues, quality problems, validations, complaints and recalls is used by life science organizations worldwide. We work with our clients to

develop an integrated approach that allows them to improve the way in which they handle deviations—from problem identification to corrective action validation. The KT approach includes a combination of capability

development, process improvement and human performance system integration that yields sustainable, consistent, high-performance CAPA results.

K T S E R V I C E VA L U E M A N A G E M E N T s M ( S V M )Service Organizations are under pressure to become profit centers and demonstrate their value to the overall business. The KT Service Value Management approach is based on a unique, holistic business framework to help identify the value drivers of a service business and then systematically improve them in order to maximize Customer-Lifetime-Value (CLV). Focusing on CLV is the basis for building lasting customer relationships and translating them into value for the business.

The KT approach to helping organizations achieve service excellence is to begin by performing an organizational SVM “Health Check” to assess the service environment and identify strengths and weaknesses within the framework of our SVM model. Based on this analysis, we design modular solutions that will make the most impact, both strategically and financially. We calculate areas of greatest ROI, and we work with clients to create a strong business case for implementing targeted improvements.

An implementation team drawn from KT and your organization implements these targeted solutions guided by KT’s strong project management skills and using our systematic processes to achieve operational improvements and to provide performance support. In addition to monitoring progress throughout the engagement, we document, analyze and present the results. Those results can include an increase in customer satisfaction to +90%, a 50% reduction in mean-time-to-resolution, and an overall dramatic improvement in the customer service experience.

K T R E S O L V E s M — C u s T O M E r s u p p O r T / h E L p d E s KTroubleshooting is your most critical customer-support process—make sure it’s your best! Support organizations throughout the world have chosen KT Resolve to improve their customer support function. Our focus is on improving troubleshooting, incident management, problem management,

escalation and related processes, building issue resolution skills, and ensuring that new skills and processes are used effectively to meet or exceed customer expectations. Using KT Resolve,

our clients achieve quantum leaps in performance against key indicators. KT helps organizations transform their support function from a cost center to a competitive advantage.

Through a combination of analysis, training, business process integration, coaching, and performance system improvement, KT helps organizations improve their ability to support and

retain customers. The approach focuses on using the right information and taking the best course of action. It is based on decades of research into how the most effective troubleshooters

approach problems and decisions. Using the KT techniques, troubleshooters get to the heart of a problem quickly, avoid unnecessary fixes, and move quickly to resolution.


pMI pdu CrEdITsKepner-Tregoe has been recognized by PMI®, the Project Management Institute, as a Global Registered Education Provider (provider #1163). Many Kepner-Tregoe workshops offer Professional Development Units (PDUs). One PDU is equivalent to one contact hour. The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.

CONTINuING EduCaTION uNITsContinuing Education Units (CEUs) are available for all Kepner-Tregoe workshops. CEUs are used to meet professional licensing requirements or state certification standards. One CEU is granted for every 10 hours of class participation.

NasBa CpE CrEdITsContinuing Professional Education credits are offered for the following Kepner-Tregoe workshops:

Problem Solving & Decision Making (3 days—Mgt. Advisory Svs.) .............................................................................................. 21 CPEs Project Management (3 days—Basic—Mgt. Advisory Svs.)................................... 21 CPEs Managing People in Projects (2 days—Basic—Mgt. Advisory Svs.) ................... 14 CPEs Project Logic (2 days—Basic—Computer Science) ................................................... 14 CPEs

No prerequisites are required for these group-live workshops. For complaints and refunds, please contact Kepner-Tregoe at 888-892-0475. Kepner-Tregoe, Inc. is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.

P R O F E S S I O N A L D E V E L O P M E N T C r E d I T s f o r K T C O u r s E s

O N L I N E :

www.kepner-tregoe.comB y p h O N E :

800-537-6378 (toll free in U.S. & Canada)

Cancellations:Cancellations and rescheduling requests received within three business days prior to the start of the workshop are subject to a $250 service charge. You may transfer to another workshop or send a substitute. Participants who do not attend a scheduled session without notifying Kepner-Tregoe will be charged the entire workshop fee. Call 800-537-6378 for refunds/cancellations/concerns.KT will confirm the workshop schedule for the session ten (10) business days prior to the date of the session. In the event that two (2) weeks prior to the date of the session the minimum number of participants for the session have not enrolled, KT shall have the right to cancel any such session without any liability to [client] for travel expenses incurred or otherwise. KT strongly encourages [client] either to make all travel arrangements related to the KT workshop session after KT confirms the session or to ensure that travel expenses are refundable in the event KT elects to cancel any such session due to insufficient enrollment.

Q U E S T I O N S ?

Use our toll free line or e-mail [email protected]

I N - C O M pa N y W O r K s h O p s :

Call your account manager toll free: 800-537-6378

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03 April 2012 Copyright © 2012 Kepner-Tregoe, Inc. All Rights Reserved. 700-10-P444511 KL772

ABOUT KTFor over 50 years, KT has worked with the world’s

leading companies to improve business outcomes. We bring together just the right resources from KT and

your organization to deliver the rapid results you need. Because the work is done with you through collaboration

and skills transfer, we help you integrate sustainable change that creates lasting value. We do not take the

idea of ‘team member’ or, the often overused, ‘partner’ lightly. It is at the heart of how we operate.

We pioneer rational thinking processes and apply them to drive both strategic and operational outcomes. KT rational

thinking plays a vital role in helping organizations improve the clarity of their vision and effectiveness of their operations. By collaborating with clients to drive

predictable, measurable results, KT offers a more effective alternative to traditional business consulting.

Kepner-Tregoe, Inc. Princeton Forrestal Village116 Village Blvd, Suite 300

Princeton, NJ 08540800-537-6378

www.kepner-tregoe.come-mail: [email protected]

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