Structured Problem-Solving

• Definitions, Principles and Overview
• Problem-Solving Mindsets and Attitudes
• Problem Ownership
• Breaking Down Complex Problems into Progressively Smaller Parts
• The 6-step Problem-Solving Method
• Classifying and Prioritizing Problems

Understanding and Analyzing Problems

• Techniques of Recognizing Problems
• Isolating the Causes from the Symptoms
• Data Collection and Analysis
• Root Cause Analysis
• The Pareto Analysis
• SWOT Analysis

The Eight Disciplines of Problem-Solving

• Planning and Determining the Prerequisites
• Establishing the Right Team
• Specifying the Problem by Identifying it in Quantifiable Terms
• Developing Interim Containment Actions (ICAs)
• Defining and Verifying Root Causes and Escape Points
• Choosing and Verifying Permanent Corrective Actions (PCAs)
• Implementing and Validating PCAs
• Preventing Recurrence

Decision-Making

• Principles of Decision-Making
• Using Critical Thinking as an Aid to Decisions
• Decision Analysis Matrix
• Consensus Decision-Making
• Subjective versus Objective Decision-Making

Creativity and Problem-Solving

• The Role of Creativity in Problem-Solving
• Lateral Thinking and Overcoming Mental Blocks
• Brainstorming for Solutions: Different Techniques
• Opposite Thinking/What Ifs
• Mind Mapping

Problem-Solving and People

• Leading the Problem-Solving Effort
• Solving People-Related Problems
• Team Problem-Solving: Ensuring Participation, Agreement, and Implementation of Solution
• Behaviors that Influence or Block Problem-Solving
• Convincing Stakeholders with your Solutions