1. OHT PSI.1 OBJECTIVES The participants will: Identify services provided by a typical fire company (outputs), and resources needed to provide these services (inputs) and understand their interrelationship.Identify services provided by a typical fire company (outputs), and resources needed to provide these services (inputs) and understand their interrelationship. Describe advantages and disadvantages of individual and group problem-solving.Describe advantages and disadvantages of individual and group problem-solving. Demonstrate nominal group technique (NGT).Demonstrate nominal group technique (NGT).

2. OHT PSI.2 OBJECTIVES (cont'd) Describe four methods by which problems are solved.Describe four methods by which problems are solved. Outline the critical steps in a problem- solving model.Outline the critical steps in a problem- solving model. Apply force field analysis as an aid to diagnosing a problem.Apply force field analysis as an aid to diagnosing a problem.

3. OHT PSI.3 OVERVIEW General Responsibilities of the COGeneral Responsibilities of the CO Relationship Between Service Delivery and Needed ResourcesRelationship Between Service Delivery and Needed Resources Problem-Solving: A Critical SkillProblem-Solving: A Critical Skill Identifying and Prioritizing ProblemsIdentifying and Prioritizing Problems

4. OHT PSI.4 OVERVIEW (cont'd) Problem-Solving MethodsProblem-Solving Methods A Problem-Solving ModelA Problem-Solving Model Establishing GoalsEstablishing Goals Situation AnalysisSituation Analysis Force Field AnalysisForce Field Analysis

5. OHT PSI.5 GENERAL RESPONSIBILITIES OF THE CO Carry out assigned missionCarry out assigned mission Link administration and firefightersLink administration and firefighters Transform goals into actionTransform goals into action Use resources to meet company needsUse resources to meet company needs Identify and solve problemsIdentify and solve problems

6. OHT PSI.6 WHAT SERVICES ARE TYPICALLY DELIVERED BY FIRE COMPANIES?

7. OHT PSI.7 WHAT RESOURCES ARE PROVIDED BY THE COMMUNITY TO ASSURE EFFICIENT DELIVERY OF SERVICES?

8. OHT PSI.8 $2 Million Dept DeptA B Substandard Fire Suppression Services Outstanding Fire Suppression Services Creative, Effective Fire Education Programs Strong Inspection and Code Enforcement Program Hazardous Materials Team Emergency Medical Services Rescue Squad Arson Prevention Program Home Inspections

9. OHT PSI.9 WHAT PROCESSES NEED TO BE IN PLACE IN ORDER TO ASSURE EFFICIENT SERVICE DELIVERY?

10. OHT PSI.10 THE COMMUNITY PROVIDES INPUTS (RESOURCES) AND THE FIRE DEPARTMENT PROVIDES PROCESSES IN ORDER TO ACHIEVE OUTPUTS (SERVICES)

11. OHT PSI.11 Supervision Problem-Solving Training Communication PROCESSES Physical Fitness Maintenance Administrative Services INPUTS (Resources) (Resources)INPUTS Planning OUTPUTS (Services) (Services) $ = PersonnelApparatusEquipmentFacilitiesToolsTime Fire Suppression Fire Prevention EMS Public Education Public Relations Community Service

12. OHT PSI.12 CO CHALLENGES CO is responsible for efficient service deliveryCO is responsible for efficient service delivery CO must allocate resources effectivelyCO must allocate resources effectively Needs of the company must be identifiedNeeds of the company must be identified Inadequate resources and overwhelming needs create great challengesInadequate resources and overwhelming needs create great challenges CO must establish prioritiesCO must establish priorities CO must balance individual and group needsCO must balance individual and group needs

13. OHT PSI.13 WHAT ARE EXAMPLES OF INDIVIDUAL NEEDS?

14. OHT PSI.14 WHAT ARE EXAMPLES OF GROUP NEEDS?

15. OHT PSI.15 DO EXISTING PROCESSES ADEQUATELY MEET INDIVIDUAL AND GROUP NEEDS?

16. OHT PSI.16 IS THE RESPONSIBILITY TO IDENTIFY AND SOLVE PROBLEMS A MANAGEMENT OR A COMPANY RESPONSIBILITY?

17. OHT PSI.17 THE CO MUST: Identify problemsIdentify problems Solve those which can be handled at company levelSolve those which can be handled at company level Inform management about those which need upper-level actionInform management about those which need upper-level action

18. OHT PSI.18 HOW WOULD YOU DEFINE THE WORD "PROBLEM?"

19. OHT PSI.19 WHAT IS A PROBLEM? A problem exists whenever there is a difference between the actual situation and the desired situation.

20. OHT PSI.20 A problem exists whenever there is a gap between the way things are and the way they ought to be The greater the gap--the bigger the problem

21. OHT PSI.21 PARTICIPATION IN PROBLEM IDENTIFICATION Three levels: None (CO works alone)None (CO works alone) Some (CO gets input from group members)Some (CO gets input from group members) A lot (CO and company work together as a group)A lot (CO and company work together as a group)

22. OHT PSI.22 TECHNIQUES FOR INCREASING EFFECTIVENESS OF GROUPS BrainstormingBrainstorming Nominal group techniqueNominal group technique

23. OHT PSI.23 NOMINAL GROUP TECHNIQUE (NGT) Simple 5-step process: #1 Silent generation of ideas #2 Recording ideas #3 Clarification #4 Voting #5 Scoring

24. OHT PSI.24 ADVANTAGES OF NGT Each member participatesEach member participates Prevents dominationPrevents domination Each person has equal voteEach person has equal vote Structured processStructured process Many ideasMany ideas

25. OHT PSI.25 NOMINAL GROUP TECHNIQUE Step #1: Silent Generation of Ideas

26. OHT PSI.26 NOMINAL GROUP TECHNIQUE (cont'd) Step #2: Recording Ideas No discussionNo discussion Round robin processRound robin process "Hitchhiking" encouraged"Hitchhiking" encouraged "Passing" is o.k."Passing" is o.k. Reentry allowedReentry allowed

27. OHT PSI.27 NOMINAL GROUP TECHNIQUE (cont'd) Step #3: Clarification Clarify meaning, don't discussClarify meaning, don't discuss Combine obvious duplicatesCombine obvious duplicates Eliminate problems which need to be solved by:Eliminate problems which need to be solved by: –Upper management –CO alone

28. OHT PSI.28 NOMINAL GROUP TECHNIQUE (cont'd) Step #4: Voting ITEM #20 POOR PERFORMANCE AT STRUCTURE FIRES 3

29. OHT PSI.29 NOMINAL GROUP TECHNIQUE (cont'd) Step #5: Scoring Collect cards and shuffleCollect cards and shuffle Record votes on flipchart beside itemRecord votes on flipchart beside item PrioritizePrioritize

30. OHT PSI.30 CHECKING PRIORITIES Who will benefit?Who will benefit? Is it cost-effective? Worth the time? Worth the money?Is it cost-effective? Worth the time? Worth the money? What is the impact on company performance?What is the impact on company performance?

31. OHT PSI.31 CHECKING PRIORITIES (cont'd) If solving the problem will not have a direct or indirect impact on company performance, cost of operation, or quality of service, then it is questionable as a valid priority.

32. OHT PSI.32 PROBLEM-SOLVING METHODS IntuitiveIntuitive Minimum effortMinimum effort Politically basedPolitically based SystematicSystematic

33. OHT PSI.33 A SYSTEMATIC PROBLEM- SOLVING MODEL Situation Analysis Evaluate Outcomes Monitor Plans Identify and Prioritize Problems Implement Plans Develop Action Plans Set Objectives Establish Goals

34. OHT PSI.34 WHO IS INVOLVED DEPENDS ON: Importance and complexity of problemImportance and complexity of problem Knowledge of subordinatesKnowledge of subordinates Who is affectedWho is affected Required degree of acceptanceRequired degree of acceptance

35. OHT PSI.35 ESTABLISHING GOALS Convert each problem into a goal Focus on a solutionFocus on a solution A goal is a broad statement of what you wish to accomplishA goal is a broad statement of what you wish to accomplish

36. OHT PSI.36 PROBLEM: GOAL: Poor company performance at structure fires. To improve company performance at structure fires.

37. OHT PSI.37 EVALUATE YOUR GOAL Is it realistic?Is it realistic? Is it important?Is it important? Is it challenging?Is it challenging?

38. OHT PSI.38 SITUATION ANALYSIS Determine causal factorsDetermine causal factors Identify assetsIdentify assets Explore alternative strategiesExplore alternative strategies Prioritize strategiesPrioritize strategies

39. OHT PSI.39 DETERMINE CAUSAL FACTORS What are the symptoms?What are the symptoms? Who is involved?Who is involved? What is the standard?What is the standard? What exactly is happening?What exactly is happening? Where is the problem occurring?Where is the problem occurring? When does it occur?When does it occur?

40. OHT PSI.40 SYMPTOMS VERSUS CAUSE Symptom--What happened Cause--Why it happened

41. OHT PSI.41 FORCE FIELD ANALYSIS Define the problem and the goalDefine the problem and the goal List driving forcesList driving forces List restraining forcesList restraining forces Estimate the relative strength of each forceEstimate the relative strength of each force Estimate your ability to influence each forceEstimate your ability to influence each force

42. OHT PSI.42 Driving Forces Restraining Forces THEGOALTHEGOALTHEGOALTHEGOAL

43. OHT PSI.43 SUMMARY Recognize that a problem existsRecognize that a problem exists Decide level of participationDecide level of participation Determine problem-solving methodDetermine problem-solving method Convert problem to goalConvert problem to goal Identify cause(s) and assetsIdentify cause(s) and assets