1. OH 9-1 Agenda Review articles from Chapter 8 Test Your Knowledge Questions, page 202 Chapter 9– Dimensions of Problem Solving

2. OH 9-2 Dimensions of Problem Solving Hospitality and Restaurant Management 9 OH 9-2

3. OH 9-3 Chapter Learning Objectives Explain the need for problem solving in daily operations. Describe and apply problem-solving tactics. Give examples of consequences of improper problem resolution. Describe how crises can be prevented. Create an evacuation plan. Describe elements in an effective media policy.

4. OH 9-4 Need for Effective Problem Solving Managers must be effective problem solvers. Managers can rarely be 100% certain about their decisions and must be comfortable with risks that occur as decisions are made.

5. OH 9-5 Steps in the Problem-Solving Model

6. OH 9-6 Problem-Solving Model Step 1 – Define the Problem A problem should be defined as precisely as possible. Identify who or what is affected.

7. OH 9-7 Problem-Solving Model Step 2 – Determine Root Cause Root Cause—the action or situation that initiates the problem Causes are typically system breakdowns or human errors. Be sure to identify the real root cause and not just contributing factors or symptoms.

8. OH 9-8 Problem Solving Model Step 3 – Determine Alternative Solutions Generate a list of potential solutions to the problem. Use a questioning process: What are consequences of this action? Is it cost effective? Is it reasonable? Will it be effective?

9. OH 9-9 Problem-Solving Model Step 4 – Select the Best Solution Alternative solutions should be evaluated. A shortened list should be re-evaluated. Evaluation factors should consider questions about systems, processes, behavior, and outputs.

10. OH 9-10 Problem-Solving Model Step 5 – Develop an Action Plan Action plan—strategy of steps to implement so the problem will not reoccur An action plan should identify Each step The person responsible Resources needed Completion date

11. OH 9-11 Problem-Solving Model Step 6 – Implement the Action Plan Communicate the plan to affected individuals. Follow-up to assure that action plan’s message was received, and that the solution was accepted.

12. OH 9-12 Problem-Solving Model Step 7 – Document the Problem Documentation involves a report written by managers to note the problem and its solution. A summary of problem resolution should be added to this report.

13. OH 9-13 Hospital High Food Cost What do you think is the root cause of the problem? What are alternative solutions and consequences? What do you think is the best solution?

14. OH 9-14 Consequences of Improper Problem Resolution Problem gets worse Decrease in employee morale Increase in employee turnover Reduction of sales Increased costs Lost profit

15. OH 9-15 How Would You Answer the Following Questions? 1. What is the first step in the problem-solving model? 2. Root causes occur because of what two problems? 3. When determining alternative solutions, only reasonable solutions should be on the list. (True/False) 4. The last step in the problem solving model is to implement the action plan. (True/False)

16. OH 9-16 The Case of the Disappearing Liquor Let’s look at “The Case of the Disappearing Liquor” on page 212 Take 15 minutes to work in a group and discuss a solution and the 3 questions presented.

17. OH 9-17 Crisis Management Crisis—an event that happens without warning and normally affects a number of people Plans for a crisis should be developed before it happens.

18. OH 9-18 Two Types of Crises Preventable crisis—one that can be stopped from happening (example: fire) Unpreventable crisis—one that cannot be stopped from happening (example: robbery)

19. OH 9-19 Crisis Example Hopefully, a crisis management plan to prevent loss of life and injuries to employees and customers was in place when this crisis occurred.

20. OH 9-20 Evacuation Planning Building exit routes must be planned and posted. Management should call emergency officials and assist them when they arrive. Management should secure all cash and other valuables, if possible. Employees and customers should be evacuated to a pre-determined location outside the building. All employees should practice the plan.

21. OH 9-21 Crisis Management Policy— Role of Personnel Roles and responsibilities should be in writing and listed by position (not persons). Develop a key contact list. Determine how and what information to share.

22. OH 9-22 Media Policy Only one person should talk to the media. If possible, the media should be kept off the property. Be brief; place positive thoughts into the public’s mind.

23. OH 9-23 Additional Concerns when Developing Crisis Policies Incorporate policies into company documents and training. Document and complete all necessary paperwork.

24. OH 9-24 How Would You Answer the Following Questions? 1. Since a crisis is an event that happens without warning, it cannot be planned for. ( True/False ) 2. Managers should develop plans for unpreventable crises. ( True/False ) 3. How many persons should be designated to talk the media? 4. What are two words to remember when speaking to the media?

25. OH 9-25 Lost on the Moon NO discussion for this exercise, please separate yourselves by at least 2 spaces Put your name at the top of the sheet Complete the Lost on the Moon Survival Test ordering the items from 1 to 15, most to least important Maximum time, 15 minutes Hand in your sheet

26. OH 9-26 Lost on the Moon Now, as a group, discuss the same items and come up with a consensus ranking of the items from 1 to 15, most to least important Settle differences of opinion by taking a group vote Maximum time, 15 minutes

27. OH 9-27 Lost on the Moon Grade the group work discussing the reasons why for each item Compare individual scores to group score

28. OH 9-28 Key Term Review Action plan Alternative Contact list Crisis Documentation

29. OH 9-29 Key Term Review continued Evacuation Media policy Preventable crisis Problem Problem solving

30. OH 9-30 Key Term Review continued Problem-solving model Root cause Spin Unpreventable crisis

31. OH 9-31 Chapter Learning Objectives— What Have You Learned? Explain the need for problem solving in daily operations. Describe and apply problem-solving tactics. Give examples of consequences of improper problem resolution. Describe how crises can be prevented. Create an evacuation plan. Describe elements in an effective media policy.

32. OH 9-32 Next Week Read Chapter 10– Planning and Conducting Effective Meetings Due : Article Review for Chapter 9– Dimensions of Problem Solving