1. Problem Solving / Decision MakingChapter 3 - 1 Problem Solving / Decision Making Kepner-Tregoe The New Rational Manager Chapter 3

2. Problem Solving / Decision MakingChapter 3 - 2 Chapter 3 Contents u Acquiring the Habit of Problem Solving u PA Questioning at the Mgmt Level u Abbreviated Use of PA u When Actual has Never met Expected u PA by a Team

3. Problem Solving / Decision MakingChapter 3 - 3 PA Questioning at the Mgmt Level u “managers who become directly involved in problem solving are subject to criticism for failing to set priorities on their own time or to delegate appropriately - in short, for failing to manage their operations. Managers do not need all the right answers….[they need] willingness to ask the right questions.”

4. Problem Solving / Decision MakingChapter 3 - 4 Examples u Shrinking Bank Accounts u Rejected Circuits

5. Problem Solving / Decision MakingChapter 3 - 5 Abbreviated Use of PA u “there is no particular virtue attached to slavish adherence to every step in the entire process” u “brief, informal use of the ideas can reveal the cause of the problem” u “experience makes people more adept at singling out fragments…that apply”

6. Problem Solving / Decision MakingChapter 3 - 6 Examples u Trouble Aboard Apollo XIII u Plugged Spray Nozzles u Spoiled Cattle Feed

7. Problem Solving / Decision MakingChapter 3 - 7 When Actual has Never met Expected u Is the SHOULD realistic? l has it ever been attained, anywhere, by anyone? l who says it is the SHOULD?

8. Problem Solving / Decision MakingChapter 3 - 8 Examples u The “On-Time” Misunderstanding u The $27 Solution

9. Problem Solving / Decision MakingChapter 3 - 9 PA by a Team u Using the common language of the process to communicate and share information

10. Problem Solving / Decision MakingChapter 3 - 10 Examples u Poor Sales of the Model A u Failing Pumps u Imminent Strike u NASA Contract Dispute

11. Problem Solving / Decision MakingChapter 3 - 11 Conclusion u “ the process has gained an impressive reputation as a communications device because of its common language for problem solving and because it can be used by a team of people with various technical backgrounds, experiences, and outlooks”