Problem Solving and Risk-Smart Decision Making

Summary: Improve business processes through an established method of solving problems and managing risks associated with decisions.
Benefit: When managers have a system for solving problems and decision-making, the end result is improved business processes and more customer focused and service oriented business units.

Class Objectives

  • Understand general principles of customer-focused organizations
  • (customer-focused processes and the value of employee empowerment)
  • Be reminded of the elements that contribute to effective teamwork

Applied Skills

  • Apply a 7-step process for problem solving and risk-smart decision making in order to improve processes:
    1. 1) Define the problem/ask the right question
    2. 2) Analyze the problem/the current situation
    3. 3) Generate a number of potential solutions/actions which might improve the situation
    4. 4) Narrow down alternatives by using a decision criteria matrix
    5. 5) Select an alternative (after assessing risks of potential actions) and create an action plan
    6. 6) Implement solution (preferably on a small scale)
    7. 7) Evaluate solution (check for intended as well as unintended effects)
  • Receive feedback on the facilitation of the team at some stage of team problem solving and risk-smart decision-making
  • Construct and effectively use a decision-criteria matrix
  • Effectively assess and manage risks associated with decisions
Course Length: 1 Day (7 hours of content)

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