When people in your organization investigate issues: Take Actions to Address Likely Causes 7. The team used this information to develop the hypothesis that employees in the Northborough Plant, now using a cellular manufacturing process where each cell shares all products, are mixing up the battery orientation and battery type between the BP with the BP The team used the information gathered during the issue identification step to focus their search for additional information and identify relevant changes. Ultimately the troubleshooters increased production by 20, tons and increased annual profit…. Logical Properties of Sentences and Sentence Forms.

Did you find this article interesting? As a consequence, the traditional thinking pattern became a part of human nature. Financial Planning May 16, Too much management time and attention spent on this approach to customer service is expensive and wasteful. It is at the heart of how we operate. Microsoft Word – offer-letter-template-promotion.

Financial Planning May 16, These questions will help us establish what we know to be true about the presenting issue and how it is an issue, rather than what we think might be the issue. How well do their responses limit the spread of the non-conformance and its effects on your organization and your customers? Maximize the effort of specialized resources?

A case study of the use of the Kepner-Tregoe method of problem solving and decision making.

If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods. To test this conclusion, the team created a plan to check the returns, and also do some sampling at the stores, to look at the battery orientation probpem battery type. Straw Man Proposal McKinsey. Zero Defects ZD May 21, They did consider how to best manage product already in the field that might begin to display symptoms and probkem to manage the concerns of customers already experiencing difficulties.


The team used the information gathered during the issue identification step to focus their search for additional information and identify relevant changes. Save my name, email, and website in this browser for the next time I comment. Customers are reporting that, at probkem use, the LCD never comes on, no matter what they do.

kepner-tregoe problem analysis case study

How much time is spent gathering relevant data versus documenting speculations? Customers may initially provide information that csse biased by assumptions or premature and inaccurate conclusions about potential causes. Cause and Effect Analysis.

Manufacturing Industry

What is the customer satisfaction cost to your organization, based on the amount of time or number of iterations required to resolve these issues? When using KT Problem Analysis at a constructional materials plant revealed additional, related problems, the cross-functional team investigated more. According to the Kepner Tregoe Method, different tasks involve different problems, which in turn need different approaches.

Logical Properties of Sentences and Sentence Forms. A third measure of their value could be the quantity of information analysjs collect during the initial call that contributes to final resolution of the issue and minimizes the effort required by second and third level support staff to resolve the issue.

Kepner Tregoe Method, a problem solving and decision making tool | ToolsHero

Ultimately the troubleshooters increased production by 20, tons and increased annual profit…. Make sure you have a plan for gathering whatever data is missing, and a way of keeping the data you are working on up-to-date. Because people used a common convention to document these calls, we were able to determine that there was a pattern and that these were probably not isolated events. Find true cause kepner-tregor escalated issues?


Often, the emphasis is on taking action—any action—to reduce attention from customers and the press. How appropriate are their kepner-treggoe

kepner-tregoe problem analysis case study

Issue Identification Issue Identification begins with the first phone call, e-mail, or fax received regarding a complaint. Problems occur in any given organization. Anecdotally, the second line support staff also saw an improvement in the quality of information they were receiving and needed in order to do their work. People Development White Papers.

By collaborating with clients to drive predictable, measurable results, KT offers a more effective alternative to traditional business consulting. Redesigning the layout of component parts in the new cellular production area and changing testing protocols prevented recurrence of the problem, improving both productivity and customer satisfaction.

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

Get a glimpse of how your organization can anaoysis the competitive edge by reading some of our white papers focused on the role that proper problem analysis can play in quick first time fixes, or how thinking processes can eliminate hidden biases that lead us to jump to conclusions, wasting time and money without resolving the issue.

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