Add to collection s Add to saved. Resource-efficiency and customer service are not opposing forces. White papers from Kepner-Tregoe KT experts and consultants that range on the topics of strategic problem solving, operational improvement, project management, technical support, IT support as well as leadership development provide valuable business insights. Thinking Strategy White Papers. It is probably premature to begin exploring the Why, so the initial questions should focus on the What, Where, When, and Extent of the issue. Using this approach they identified 1 the new battery compartment design, and 2 new cellular assembly process as relevant changes, as shown in Figure 4.

Issue Containment Effective containment requires interim actions and contingent actions to limit the spread of any potential problems associated with the issue. The Kepner-Tregoe processes provide a simple framework for integrating the efforts and information gathered by the customer support function into operations, making customer support compliance part of operations, the basis for continuous improvement, and a catalyst for operations excellence. Effectively prioritizing issues and carefully allocating scarce resources is one of the most important elements in a well functioning customer service organization. The initial contact presents an opportunity that may not be available in subsequent communications if customers are not able to remember important details. KT rational thinking plays a vital role in helping organizations improve the clarity of their vision and effectiveness of their operations. Case Study Example This case study provides an example of how an organization with an effective Customer Service data collection protocol was able to promptly recognize a significant issue. Often there is pressure of time to solve the problems and it is debatable what the right way of solving these problems is.

Kepner Tregoe Method

When people in your organization investigate issues: Employees installing the battery compartment with three AAA batteries lengthwise best explained the facts. TM Chapter 5 Solutions 1. Issue Containment Effective containment requires interim actions and contingent actions to limit the spread of any potential problems associated with the issue.


Logical Properties of Sentences and Sentence Forms.

When something goes wrong, the question is, why? The team used this information to develop the hypothesis that employees in the Northborough Plant, now using a cellular manufacturing process where each cell shares all products, are mixing up the battery orientation and battery type between the BP with the BP A logical framework for identifying and prioritizing issues.

A situation analysis will clarify the distinctions in all these processes and as a result it will be possible to search for suitable solutions. Ztudy began to get a few other calls with the same symptoms through the morning. Case Study Example The team decided aanalysis, since there were no reports or evidence of injury and the number of cases was still small, there was no immediate need for a re-call or other drastic actions.

Perhaps just as importantly, we need to determine who we do not need to involve so that they can allocate their time and effort to other important issues. kepned-tregoe

If not, we would have to consider recalls, swap-outs, coupons, and the like. Operational Excellence Cass Papers. The Logic of the Model Most problem resolution systems include the following steps: Client case studies of Kepner-Tregoe KT consulting or training programs demonstrate how manufacturers developed advanced troubleshooting for rapid root cause analysis RCAeven when new technologies yielded problems never seen before or when the cultural differences of offshore manufacturing seemed daunting.

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kepner-tregoe problem analysis case study

Redesigning the layout of component parts in the new cellular production area and changing testing protocols prevented recurrence of the problem, improving both productivity and customer satisfaction. A systematic process for gathering the information required to complete krpner-tregoe of these steps effectively is at the core of our model for maximizing customer satisfaction and efficiency. Seems that I naturally deal with problems this way without knowing a name for it.


Maximize the effort of specialized resources? Throughout the centuries mankind has learned to deal with complexity and to directly anticipate on this.

A case study of the use of the Kepner-Tregoe method of problem solving and decision making.

Project Management White Papers. Your Potential Problem Action Statement should: Much of the management effort directed toward customer service reflects this tension.

kepner-tregoe problem analysis case study

How useful is the information they provide for understanding the scope and impact of the incident? When prob,em steel producer needed to shorten the length of time of a planned shut in order to meet urgent demand for its product, they turned to KT to get the work done safely under a new shut leader and following an abbreviated schedule Do they build seamlessly, or do they make you appear as if you are thrashing around, trying things out?

Potential Problem Analysis – Kepner

Do you recognize the practical explanation or do you have more suggestions? It is at the heart of how we operate. KT manufacturing case studies showcase targeted consulting programs that have successfully identified and executed areas for rapid improvements on production lines.

kepner-tregoe problem analysis case study

Straw Man Proposal McKinsey. Siemens customer service and support collaborated with KT to accelerate and improve support. Your rating is more than welcome or share this article via Social media! The team then tested the original hypothesis and the one they developed against the facts they problrm gathered to assess how well the hypothesis explained all those facts. Often there is pressure of time to solve the problems and it is debatable what the right way of solving these problems is.

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