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Kepner Tregoe Method of Problem Solving

Kepner Tregoe Method of Problem Solving: this article explains the Kepner Tregoe Method , also known as the KT-method , developed by Charles Kepner and Benjamin Tregoe in a practical way. Next to what this is, this article also highlights rational processes, the importance of cause and that this method is effective. After reading, you’ll have a basic understanding of this problem solving process. Enjoy reading!

What is the Kepner Tregoe Method?

Problems occur in any given organization. Often there is pressure of time to solve the problems and it is debatable what the right way of solving these problems is.

The Kepner Tregoe method or KT-method is a problem analysis model in which the “problem” is disconnected from the “decision” . An English synonym for this problem solving method is Problem Solving and Decision Making (PSDM).

Traditional thinking pattern

The founders Charles Kepner and Benjamin Tregoe developed a rational working method in the 1960s in which they researched and identified the troubleshooting skills of people.

Throughout the centuries mankind has learned to deal with complexity and to (directly) anticipate on this. As a consequence, the traditional thinking pattern became a part of human nature.

When solving problems people search for the answer to the following four questions:

• What happened?
• Why did it happen?
• How should we act?
• What will be the (future) result?

Kepner Tregoe method: rational processes

To break through this traditional pattern Charles Kepner and Benjamin Tregoe came up with four rational processes in which four fundamental questions are reflected:

1. Situation analysis

This clarifies the problem situation (what happened).

1.1 Problem analysis

Here the actual cause of the problem and the relationship between cause and result are searched for (why did it happen).

1.2 Decision analysis

Based on the decision making criteria, choices are made to arrive at potential problem resolutions (how should we act).

1.3 Potential Problem analysis

Figure 1 – Kepner Tregoe Method Analysis

Distinction

According to the KT-method, different tasks involve different problems, which in turn need different approaches. A situation analysis will clarify the distinctions in all these processes and as a result it will be possible to search for suitable solutions. This situation analysis provides an insight into necessity, priority and urgency of the various tasks.

When it has become clear which tasks are to be prioritized (action list) preparations can be made for potential problems. By using a good problem analysis in advance, a process will be created to prevent future problems or in emergencies, to limit the damage.

The strengths of this method does not stop there. Apart from the fact that problems are specified in terms such as “what, where, when and how big”, the Kepner Tregoe Method focuses on anything that cannot be the cause of the problem.

Certain causes are therefore excluded. Based on a “this is” and “this is not” analysis a clear overview of possible causes can be created and this makes the troubleshooting process consistent.

The Kepner Tregoe Method is efficient

The KT-method deploys an efficient troubleshooting process. Through research Charles Kepner and Benjamin Tregoe discovered that the registration of a problem is not a uniform process. In spite of the available information, people usually process information badly, misinterpret this or overlook important matters.

In addition, Charles Kepner and Benjamin Tregoe examined the discrepancies between successful and less successful troubleshooting.

They discovered that a predetermined logical method facilitates the search for the causes of a problem. In their “Best practice in troubleshooting” , they describe this methodology, which forms the basis for this method.

The Kepner Tregoe Method is Effective

This method is universal and is still used today in many organizations to track down problems and identify potential causes. Apart from the fact that the Kepner Tregoe Method leads to an explanation of problems, it also helps improve mutual understanding within an organization.

It’s Your Turn

What do you think? Is the Kepner Tregoe Method applicable in today’s modern organizations? Do you recognize the practical explanation or do you have more suggestions? What are your success factors for the good Kepner Tregoe Method set up?

Share your experience and knowledge in the comments box below.

More information

• Lussier, R. N.  (2005). Management fundamentals: concepts. applications, skill development . Cengage Learning .
• Payne, S. L. & Marty, C.S. (1966). The Rational Manager: A Systematic Approach to Problem Solving and Decision Making . Journal of Marketing. Vol. 30 Issue 1, p97.
• Kepner, C. H. & Tregoe, B. B. (1965). The Rational Manager . McGraw-Hill.

How to cite this article: Mulder, P. (2012). Kepner Tregoe Method . Retrieved [insert date] from Toolshero: https://www.toolshero.com/problem-solving/kepner-tregoe-method/

Original publication date: 06/30/2012 | Last update: 12/09/2023

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Patty Mulder

Patty Mulder is an Dutch expert on Management Skills, Personal Effectiveness and Business Communication. She is also a Content writer, Business Coach and Company Trainer and lives in the Netherlands (Europe). Note: all her articles are written in Dutch and we translated her articles to English!

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4 responses to “kepner tregoe method of problem solving”.

I am stunned to read that the Kepner Tregoe Method “…… IS STILL used today in many organizations to track down problems and identify potential causes…..”. I have used it all the time along my career as a manager of organizations, with extreme success. As a tool for identifying problems, as a tool for taking better decisions. So, please, I would appreciate to know what kind of system is being used now instead of an approach like K-T, to have provoked your comment about the existence of an alternative way of thinking.

Other than KT, I also use the Analytic Hierarchy Process (AHP) Like KT, it forces discipline and analysis and it helps to explain why decisions are made with understandable background and data. Many of the old Total Quality Management tools are also useful for solving problems and making good management decisions. Nominal Group Technique, Pareto Charts, and weighted multivoting are all quite useful. ITIL is the new way of thinking, but it can be rather dry and robotic unless it is underpinned with good decision tools.

Thank you for your comment and sharing your experience Pete.

Seems that I naturally deal with problems this way without knowing a name for it. In fact, it seems obvious to me that this approach should be taken anyway.

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Kepner Tregoe Method of Problem Solving explained

The Kepner Tregoe Method of Problem Solving: A Comprehensive Guide

In this article, we will delve into the Kepner Tregoe Method, also known as the KT-method, developed by Charles Kepner and Benjamin Tregoe. This practical guide will explain the key concepts of the method, including rational processes, the importance of cause analysis, and the effectiveness of this problem-solving approach. By the end, you will have a solid understanding of the Kepner Tregoe Method and its applications in various organizations.

Understanding the Kepner Tregoe Method

In any organization, problems are bound to arise. However, the challenge lies in finding the most effective way to solve these problems within tight timelines. This is where the Kepner Tregoe method, also known as Problem Solving and Decision Making (PSDM), comes into play.

The Traditional Thinking Pattern

Charles Kepner and Benjamin Tregoe developed a rational working method in the 1960s by studying and identifying the troubleshooting skills of individuals. Over centuries, humans have learned to deal with complexity and anticipate future challenges. As a result, a traditional thinking pattern has become ingrained in our nature.

When faced with problems, people instinctively seek answers to four fundamental questions:

• What happened?
• Why did it happen?
• How should we act?
• What will be the (future) result?

Rational Processes of the Kepner Tregoe Method

To break free from the constraints of the traditional thinking pattern, Charles Kepner and Benjamin Tregoe introduced four rational processes that address each of the fundamental questions:

1. Situation Analysis

This process involves clarifying the problem situation and understanding what happened.

1.1 Problem Analysis

Here, the focus is on identifying the actual cause of the problem and establishing the relationship between cause and result.

1.2 Decision Analysis

Based on specific decision-making criteria, this process guides the selection of potential problem resolutions.

1.3 Potential Problem Analysis

Anticipating future problems and developing preventive actions is the main objective of this process.

Figure 1 – Kepner Tregoe Method Analysis

The Distinction in Problem Solving

According to the KT-method, different tasks require different problem-solving approaches. A thorough situation analysis helps identify the distinctions among these processes and enables the search for suitable solutions. This analysis provides insights into the necessity, priority, and urgency of various tasks.

Once the prioritized tasks are determined (action list), preparations can be made to address potential problems. By conducting a comprehensive problem analysis in advance, organizations can establish a process to prevent future problems or, in emergencies, limit the damage.

Focusing on the Cause

The Kepner Tregoe Method goes beyond specifying problems in terms of “what, where, when, and how big.” It emphasizes excluding potential causes that cannot be the root of the problem. Through a “this is” and “this is not” analysis, a clear overview of possible causes can be created, ensuring a consistent troubleshooting process.

The Efficiency of the Kepner Tregoe Method

Extensive research by Charles Kepner and Benjamin Tregoe revealed that problem registration is not a uniform process, even with access to abundant information. People often struggle to process and interpret information effectively, leading to oversight of critical details.

By following the predetermined logical method outlined in the Kepner Tregoe Method, individuals can streamline their search for problem causes. The “Best Practice in Troubleshooting” described by Kepner and Tregoe forms the foundation for this efficient troubleshooting process.

The Effectiveness of the Kepner Tregoe Method

This method has universal applicability and continues to be widely used in organizations to identify problems and potential causes. In addition to explaining problems, the Kepner Tregoe Method fosters mutual understanding within organizations. It also enhances clear communication with customers, suppliers, and all aspects related to production quality, customer service, maintenance, and repairs.

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Share Your Thoughts

What are your thoughts on the applicability of the Kepner Tregoe Method in modern organizations? Feel free to share your experiences, suggestions, and success factors for implementing this method in the comments section below.

Learn More about the Kepner Tregoe Method

• Lussier, R. N. (2005). Management fundamentals: concepts. applications, skill development. Cengage Learning.
• Payne, S. L. & Marty, C.S. (1966). The Rational Manager: A Systematic Approach to Problem Solving and Decision Making. Journal of Marketing. Vol. 30 Issue 1, p97.
• Kepner, C. H. & Tregoe, B. B. (1965). The Rational Manager. McGraw-Hill.

How to cite this article: Mulder, P. (2012). Kepner Tregoe Method. Retrieved [insert date] from Toolshero:

Published on: 06/30/2012 | Last update: 03/30/2023

Add a link to this page on your website: <a href=””>Toolshero: Kepner Tregoe Method</a>

Problem Analysis

💡 Feel free to explore the following article, as it could offer you valuable relevant insights:

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Can You Analyze This Problem?

By: Perrin Stryker

The Kepner-Tregoe approach replaces hit-or-miss methods with a systematic method of problem solving and decision making. Managers who train in this concept of problem analysis often discover that…

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• Publication Date: May 1, 1965
• Discipline: Negotiation
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The Kepner-Tregoe approach replaces hit-or-miss methods with a systematic method of problem solving and decision making. Managers who train in this concept of problem analysis often discover that their reasoning methods in handling problems and decisions are faulty. Readers test their own reasoning powers against the problems presented in a case history, based on an actual situation, and can then compare the results of their analysis with the solutions presented in a subsequent article, How to Analyze That Problem (July-August 1965). The main issues of the case involve questions concerning production, labor relations, and personnel.

May 1, 1965

Discipline:

Negotiation

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Victor Leung

Understanding the Kepner-Tregoe Technique - A Guide to Enhanced Problem-Solving and Decision-Making

In the dynamic world of business, the ability to efficiently solve problems and make decisions is crucial for success. The Kepner-Tregoe technique, developed by Charles H. Kepner and Benjamin B. Tregoe, is a structured methodology that aids in the systematic analysis and resolution of problems. This blog post delves into the essence of the Kepner-Tregoe technique, exploring its key components and benefits.

What is the Kepner-Tregoe Technique?

The Kepner-Tregoe technique is a problem-solving and decision-making framework that provides a systematic approach for identifying, analyzing, and resolving issues. It consists of four main processes:

Problem Analysis : This process involves defining the problem, understanding its nature, and diagnosing the root cause. By distinguishing between what is known and unknown, the problem is clarified, making it easier to identify potential solutions.

Decision Analysis : This step is crucial for making informed decisions. It involves evaluating alternatives against a set of objectives and identifying the risks associated with each option. This helps in selecting the most feasible and beneficial solution.

Potential Problem (or Opportunity) Analysis : Here, the focus shifts to forecasting future issues or opportunities. This proactive approach helps in preparing for potential challenges and capitalizing on opportunities that may arise from the decision made.

Situation Appraisal : This involves assessing the situation to prioritize issues, plan the next steps, and allocate resources effectively. It helps in managing multiple problems or decisions simultaneously.

Benefits of the Kepner-Tregoe Technique

Enhanced Problem-Solving Skills : The technique fosters a deep understanding of the problem, leading to more effective solutions.

Improved Decision-Making : By systematically evaluating alternatives, the technique ensures that decisions are well-informed and aligned with objectives.

Risk Management : It helps in identifying potential risks and prepares organizations to mitigate them effectively.

Efficient Resource Allocation : By prioritizing issues, the technique ensures that resources are used optimally.

Fosters Team Collaboration : The structured approach encourages teamwork and clear communication, making it easier to reach a consensus.

Implementing the Kepner-Tregoe Technique

To effectively implement the Kepner-Tregoe technique, organizations should:

Train Employees : Provide training to develop the necessary skills for applying the technique.

Encourage a Systematic Approach : Foster a culture where problems are approached methodically, using the Kepner-Tregoe processes.

Utilize in Various Scenarios : Apply the technique across different types of problems and decisions to maximize its benefits.

Regularly Review and Refine : Continuously assess the effectiveness of the technique and make adjustments as needed.

The Kepner-Tregoe technique is a powerful tool for organizations seeking to enhance their problem-solving and decision-making capabilities. By providing a structured approach, it not only leads to better outcomes but also promotes a culture of strategic thinking and collaboration. Implementing this technique can be a game-changer for businesses aiming to navigate complexities with greater confidence and efficiency.

Ready for more?

Using the Kepner-Tregoe Methodology for Effective Problem-Solving

The Kepner-Tregoe methodology is a problem-solving and decision-making framework that helps individuals and organizations systematically analyze problems, make decisions, and manage risks. Developed by Charles Kepner and Benjamin Tregoe in the 1950s, the methodology has been widely adopted by businesses, governments, and other organizations worldwide. One of the core components of the Kepner-Tregoe methodology is the use of a matrix to identify the root cause of a problem. In this article, we will explore how the matrix works and how it can be used to solve complex problems.

The Kepner-Tregoe methodology consists of four distinct steps: Situation Appraisal, Problem Analysis, Decision Analysis, and Potential Problem Analysis. Each step is designed to help individuals and teams approach complex problems in a structured and systematic way. In this article, we will focus on the Problem Analysis step, which involves identifying the root cause of a problem using a matrix.

The Problem Analysis step begins with defining the problem. This step involves clearly stating the problem and its impact on the organization. Next, the team identifies the symptoms of the problem. Symptoms are the visible or measurable indicators of the problem. Once the symptoms are identified, the team uses a matrix to identify the root cause of the problem.

The matrix used in the Kepner-Tregoe methodology is called the Cause and Effect Analysis matrix, also known as the Ishikawa or fishbone diagram. The matrix is a visual tool that helps individuals and teams identify the underlying causes of a problem. The matrix is structured like a fishbone, with the problem or effect at the head of the fishbone and the potential causes of the problem branching off like a fish’s bones.

To use the matrix, the team first identifies the problem or effect that needs to be analyzed. This is written at the head of the fishbone. Next, the team identifies the major categories of potential causes that may be contributing to the problem. These categories are written on the main branches of the fishbone. Examples of potential categories include people, processes, technology, and the environment.

Once the major categories are identified, the team begins to brainstorm the potential causes within each category. Each potential cause is written on a small branch of the fishbone. The team continues to brainstorm potential causes until all potential causes have been identified.

Once the potential causes have been identified, the team begins to analyze each cause to determine its likelihood of contributing to the problem. This analysis involves evaluating each potential cause based on its ability to explain the symptoms of the problem. The team also considers the likelihood that each potential cause is contributing to the problem and the potential impact of each cause on the organization.

Based on this analysis, the team can identify the root cause of the problem. The root cause is the underlying issue causing the problem’s symptoms. Once the root cause has been identified, the team can develop and implement a solution to address the problem.

In conclusion, the Kepner-Tregoe methodology is a powerful tool for problem-solving and decision-making. The Problem Analysis step, which uses the Cause and Effect Analysis matrix, is a critical methodology component. By using the matrix, teams can systematically identify the root cause of a problem and develop effective solutions. Whether you are an individual or a team member, the Kepner-Tregoe methodology can help you approach complex problems confidently and clearly.

References: Kepner, C. H., & Tregoe, B. B. (2013). The new rational manager. Princeton, NJ: Princeton Research Press. Wu, T. (2019). An overview of the Kepner-Tregoe problem-solving methodology. Journal of Applied Management and Entrepreneurship

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Mastering Kepner-Tregoe Methodology for Decision Excellence

The Kepner-Tregoe matrix is a problem-solving technique that helps businesses make better decisions. It focuses on gathering, organizing and evaluating key decision-making information.

Through their research, Charles Kepner and Benjamin Tregoe found that breakdowns in problem solving often stem from people misprocessing information or jumping to conclusions. They developed a predetermined logical method that helps teams find and fix the cause of a problem.

Introduction to Kepner-Tregoe Decision Analysis

Exploring the kepner-tregoe problem analysis model, steps in kepner-tregoe decision making process, applying kepner-tregoe techniques in business, benefits of kepner-tregoe method in problem solving.

If you want to become a more confident decision maker, you need to learn the right approach to problem solving. Using the Kepner Tregoe method (also known as the KT-method) will help you to develop a structured and systematic process for approaching problems. This approach will not only help you avoid bad decisions, but it will also allow you to identify and understand the root causes of a problem. This is critical to finding the most effective solution.

The KT-method was developed by Charles Kepner and Benjamin Tregoe in the 1960s and is often referred to as the “Kepner-Tregoe Matrix,” the “Kepner-Tregoe Decision Analysis” and the “Problem Solving and Decision Making Method” (PSDM). This approach was designed to counteract hasty and emotion-driven decision-making by providing a structure for analyzing options.

This method is widely used in the business world for two common but critical types of decisions: capital expenditures and hiring. These large financial commitments are usually complex and require a variety of stakeholders to participate in the decision- making process. Incorporating KT Decision Analysis can ensure that all stakeholder concerns are addressed and a clear and effective plan for action is developed.

Many businesses use the KT-method in product development to help them make data-driven choices. For example, Apple’s engineering team used the KT-method when designing the iPhone X. This enabled them to systematically address engineering challenges such as integrating Face ID into a borderless display. The result was an innovative new feature that also helped to improve customer experience and quality.

Using the KT-method can also help you build a culture of problem solving and error management. At the DURAG GROUP in Hamburg, Germany, employees have embraced this methodology by training and coaching their peers to do so. This has led to a positive change in corporate culture, including the implementation of a clear thinking framework and support structure. This was recognized in 2022 when the DURAG Group won the Kepner-Tregoe Excellence Award for Organizational Culture of Critical Thinking.

Developing a systematic framework to solve problems and make decisions is crucial for any business. The Kepner-Tregoe Problem Analysis model is a powerful tool that helps individuals and teams systematically analyze a problem, determine its causes, and develop effective solutions. This method was developed by Charles Kepner and Benjamin Tregoe in the 1950s, and it is used worldwide in businesses and organizations to improve problem-solving skills.

The Problem Analysis model involves a four-step process that starts with clearly defining the problem. This step is often skipped by immature troubleshooters, who rely on hunches and instincts to diagnose issues. However, jumping to conclusions may lead to an expanded problem or a permanent solution that simply masks the symptoms of the original issue. By taking the time to fully understand what has happened, teams can avoid wasting time and resources by avoiding unnecessary actions.

When determining the causes of a problem, it’s important to isolate the elements that have an impact on the event, while ignoring those that do not. This process is called CATWOE (causal, alternative, technical, logical, environmental). The use of this method allows teams to identify the cause of the problem and find a lasting solution.

KT training teaches the tools and techniques to help you think clearly, resolve problems confidently, and make informed decisions. This one-day workshop is ideal for leaders and employees who are responsible for making decisions or analyzing problems in operations, quality, manufacturing, IT, customer service, research and development, maintenance, and more. Learn to avoid decision-making biases and practice your new skills in a classroom setting, then apply them back on the job. KT delivers clarity and confidence to help you achieve the results you need, every day.

The Kepner-Tregoe decision making model is a structured process that helps people make better decisions. It involves setting clear objectives, assessing and prioritizing alternatives, and creating ways to control potential negative effects. The framework is sometimes referred to as the KT matrix, the KT method or Problem Solving and Decision Making (PSDM). Developed by Charles Kepner and Benjamin Tregoe, it’s an unbiased process that’s designed to limit unconscious biases.

The KT process includes a step called “Situation Appraisal.” This involves evaluating the current state of the problem and identifying possible threats and opportunities. This step is critical to ensuring that the solution addresses the right issues and is effective.

Another critical KT methodology component is the Problem Analysis step, which is used to identify and prioritize possible causes of the problem. This step is important because it helps to ensure that the final solution will resolve the problem and prevent it from occurring again.

KT techniques can be applied to a wide range of business decision-making processes, including project management, customer service, quality assurance, and operations. It’s a useful tool for solving complex problems and improving communication across teams.

Whether you’re an individual making business decisions or leading a team, learning KT methodologies can help you think more clearly and make confident choices. Our KT Decision Analysis course teaches you the key principles of this scalable, systematic decision-making method and provides hands-on practice with an actual case study. The training is ideal for professionals in engineering, quality, manufacturing, IT, customer service, and more.

A structured decision making process is an excellent tool to have in your business arsenal for solving complex problems. It helps you avoid emotional reactions and other biases to come up with more reliable and effective solutions. The Kepner Tregoe method can be applied to a variety of decisions, including personnel decisions, product development, operational improvements and anything else that requires critical thinking skills.

The basic tenets of the Kepner Tregoe model are situation appraisal, problem analysis, decision analysis and potential problem analysis (Hill, 2012). It helps businesses systematically analyze a problem and identify its root causes. The model also teaches managers to evaluate each option and its risks before making a final decision.

Several companies use the Kepner Tregoe technique to improve their operations. For example, Microsoft Customer Service (CSS) implemented the method to reduce incident resolution times and improve customer satisfaction. In just three months, they were able to reduce DTS by an average of 1 day per case and total TMPI by 27 minutes per case. This was a major accomplishment for CSS.

Additionally, Toyota uses the Kepner Tregoe approach to improve production efficiencies and quality. They used the Five Whys technique alongside the Kepner Tregoe methodology to create a lean manufacturing system. This enabled them to produce cars in half the time as their competitors and improve customer satisfaction.

Amazon customer service teams also utilize the Kepner Tregoe technique to resolve customer issues. They follow a structured problem-solving process based on the matrix to determine the cause of an issue and recommend solutions. This ensures that customers get the help they need in a timely manner. Moreover, the company uses this framework to develop an organizational culture of critical questioning and comprehensive decision making.

The Kepner-Tregoe method provides a structured approach to analyzing problems and making decisions. It can help individuals and teams avoid jumping to conclusions or making assumptions based on past experience, which can lead to costly mistakes. This systematic approach to analyzing a problem also reduces the amount of time needed to resolve issues and deliver results.

The process focuses on finding the actual cause of an event instead of searching for the most convenient solution. It also emphasizes identifying potential risks and establishing a plan of action to minimize the negative effects. This method is often marketed as unbiased and limits conscious or unconscious biases. However, it’s important to remember that someone still has to assign relative values for Want objectives and options satisfaction as well as the probability of occurrence of adverse reactions.

Using the Kepner-Tregoe approach can be a great way to improve IT incident management processes and accelerate root cause analysis. Microsoft, for example, used the method to develop its Customer Support Services (CSS) organization and training, resulting in reduced case resolution times and improved customer satisfaction metrics.

Kepner-Tregoe is an excellent tool for analyzing quality and customer service issues. It identifies the “who, what, when, where, and how” of an incident or problem, making it easy for team members to find and identify the causes of an issue. It can also help to distinguish what is and what is not the problem, which is a critical step when solving complex problems. It is also easier to apply than other methodologies like Six Sigma, which requires a deeper understanding of statistical data and analysis. However, both methods have their pros and cons depending on the situation.

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Kepner-Tregoe Matrix

A Kepner-Tregoe matrix is used to find causes of a problem. It isolates the who, what, when, where, and how aspects of an event, keeping the focus on the elements that have an impact on the event and eliminating the elements that do not. This allows you to compare what the problem is, with what it is not, illuminating distinctive features of the problem and pointing out its potential causes.

To clarify what the problem is not about.

When identifying the causes of quality problems.

When brainstorming.

1. DESCRIBE THE EVENT in a clear manner so it can be understood by everyone.

2. PRODUCE AN EMPTY MATRIX of six rows by four columns. Fill the headings of the 4 colums with the following: "performance shortcoming," "is," "is not," and "distinction." Below the top row, fill the row headings of the rows with the following: "what occurs, what objects are affected?," "where does the problem occur?", "when does the problem occur?", "extent of shortcomings?", and "who is involved?"

3. RECORD THE PROBLEM OR EVENT under analysis in the upper left-hand corner of the matrix.

4. DESCRIBE WHAT DID OR DOES OCCUR using the "is" column. Determine the objects affected and what specifically occurs. Determine the location of the event. Determine when the event occurs, whether it has recurred, whether it happens in conjunction with any other events, and any patterns observed.

5. DETERMINE THE EXTENT OF THE PROBLEM. Think about how many objects had problems and how many problems each object had. Determine the severity of the problems.

6. DETERMINE WHO is involved in the event. However, ensure that this step does not assign blame.

7. IDENTIFY CIRCUMSTANCES that could occur but do not recur using the "is not" column.

8. Examine the "is" and "is not" columns to IDENTIFY WHAT IS DIFFERENT OR UNUSUAL about events where the problem exists versus where it is absent ("is" versus "is not"). Record your observations in the "distinctions" column.

9. FOR EACH DISTINCTION DETERMINE whether it relates to a known change. Examine how the change could have caused the problem. Record all possible causes.

10. TEST ALL POSSIBLE CAUSES BY DETERMINING whether the each item in the "is" and "is not" columns can be explained by the cause. The most likely cause explains every aspect of the problem.

11. PLAN AN EXPERIMENT TO VERIFY THE CAUSE(S) identified, if possible.

Can be used at any stage of a process improvement effort.

Is a useful tool for problem discovery and resolution.

Offers exhaustive process for accurate problem definition.

Is time consuming.

Andersen B. Tools for analyzing the performance shortcoming. In: O'Mara P, editor. Business process improvement toolkit. 2nd ed. Milwaukee, WI: ASQ Quality Press; 2007. p. 123-55.

Tague N. The tools. In: O'Mara P, editor. The quality toolbox. 2nd ed. Milwaukee, WI: ASQ Quality Press; 2005. p. 93-521.

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Problem Solving Basics - eLearning

Research shows that the #1 skill organizations will require by 2020 is the ability to solve complex problems. The key to being an effective problem solver is knowing which type of problem you’re trying to solve, the tools to use, and how they complement each other. In this 90-minute, self-paced course, you will learn about the problem solving ecosystem, the basics of the different tools available, and when to employ each tool.

To preview Problem Solving Basics for Free, click  https://ktlms.litmos.com/self-signup/  and enter code: KTPSBPreview

You should take this course if you:

• Feel overwhelmed by the different types of problems you're asked to solve
• Have heard about (and maybe used) many different problem-solving tools, like 5 Whys, Fishbones, Six Sigma, and IS/IS NOTs, but don't know which to choose
• Want a brief overview of Kepner-Tregoe's Problem Analysis, the root cause analysis tool that helped bring home Apollo 13

What you will learn:

• How to identify the type of problem you are trying to solve
• How to choose the right tool to fix each problem
• The pros and cons associated with each tool
• How each tool can work effectively with KT’s Problem Analysis to solve the toughest problems

So what are you waiting for? Get ahead of the pack and improve your problem-solving skills today.

The course is self-paced, 90-minutes long, and you'll have 90 days to complete it once you purchase it. To view the course, your device will need to meet these requirements .

Questions? Email [email protected] for additional information.

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