WSQ Effective Problem Solving & Decision Making

Course Purpose

To equip the learners with a comprehensive suite of tools, techniques and templates to solve problems and to make quality decisions, which include anticipating and identifying potential problems, facilitating team’s effort to resolve the problem, making appropriate decisions and formulating implementation plans.

Learning Outcomes

At the end of the workshop, you will be able to:

• Identify symptom(s) that could lead to potential problem(s) at the workplace
• Apply logical deduction to anticipate and detect problem(s) at the workplace based on symptom(s) and relevant information gathered
• Analyse relevant information surrounding the perceived problem(s) and identify the exact problem using various techniques.
• Analyse the root cause(s) of the problem(s) at the workplace using appropriate problem-solving tools and techniques
• Facilitate generation of solutions to solve problem(s) by encouraging creativity among team members
• Select a solution among the shortlisted ones collectively with team members
• Develop an implementation plan that addresses the root cause(s) of the problem(s) and consider the impact to organization and customers
• Evaluate the effectiveness of the implemented solution and implementation plan by analysing feedback gathered from relevant sources

Course Contents

1. Introduction and Identifying Symptoms
2. From Perceived to Potential Problems
   1. Process Questioning
   2. Objective Reasoning
   3. Symptom Cause Effect
   4. Elimination Process
3. Root Cause Analysis
   1. 5 Whys
   2. 5W1H, Tabulation
   3. Diagnostics Questions
   4. Logical deduction / deductive reasoning
4. Solutions Generation
   1. Divergent thinking
   2. Convergent thinking
5. Selecting the Solution
   1. Criteria Matrix
   2. SWOT Analysis
   3. Impact Analysis
6. Implementation
7. Evaluation

Case Study Assessment Papers

Programme Duration