1. Chapter 9 Planning and Decision Aids Hellriegel, Jackson, and Slocum MANAGEMENT: A Competency-Based Approach South-Western College Publishing Copyright © 2002

2. Learning Objectives After reading this chapter, you should be able to:  Explain knowledge management as a means of creating and utilizing an information base and building on an organization’s intellectual assets  Describe the basic features of the Delphi technique, simulation, and scenario forecasting aids  Use Osborn’s creativity model for stimulating adaptive and innovative decisions  Apply two quality management decision aids—benchmarking and the Deming cycle 9.1

3. Hellriegel, Jackson, and Slocum MANAGEMENT: A Competency-Based Approach South-Western College Publishing Copyright © 2002 Components of Knowledge Management  Explicit Knowledge  Tacit knowledge  Enabling knowledge  Books, journals, government data, news feeds  Employee information, experience, competencies  Internet, search engines, workflow software 9.2 ComponentExamples

4. Hellriegel, Jackson, and Slocum MANAGEMENT: A Competency-Based Approach South-Western College Publishing Copyright © 2002 The 3 Basic Phases of the Delphi Technique 1. A questionnaire is sent to a group of experts 2. A summary of the first phase is prepared 3. A summary of the second phase is prepared 9.3

5. Hellriegel, Jackson, and Slocum MANAGEMENT: A Competency-Based Approach South-Western College Publishing Copyright © 2002 Stages of the Creative Process Preparation Concentration IlluminationIncubation Verification 9.4 Adapted from Figure 9.1

6. Hellriegel, Jackson, and Slocum MANAGEMENT: A Competency-Based Approach South-Western College Publishing Copyright © 2002 Basic Rules of Brainstorming 1) Criticism is ruled out 2) Freewheeling is welcomed 3) Quantity is wanted 4) Combination and improvement are sought 9.5

7. Hellriegel, Jackson, and Slocum MANAGEMENT: A Competency-Based Approach South-Western College Publishing Copyright © 2002 4.Set improvement goals 2.Identify the best performers 3.Collect and analyze data to identify gaps 7.Repeat evaluations 6.Evaluate results 5.Develop and implement plans to close gaps The Benchmarking Process 1.Define the domain Adapted from Figure 9.2 9.6

8. Hellriegel, Jackson, and Slocum MANAGEMENT: A Competency-Based Approach South-Western College Publishing Copyright © 2002 The Deming Cycle 4. Act 3. Check 1. Plan 2. Do Repeat PDCA Improvement and learning over time Adapted from Figure 9.3 9.7 Repeat PDCA