The Value of Problem Management. In a presentation at Fusion 14, John Custy, Service Management Practitioner with the JPC Group offers a great overview of problem management concepts, frameworks as such as Kepner-Tregoe Problem Management, as well as the value problem management practitioners derive from this practice.
14. Problem Management Key Concepts
Problem
Problem
}
}
Incidents
Incident
Known Error
}
Request for Change
Why is this important?
Your service management tooling must support these
relationships.
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19. Possible Solutions
ObjectivesSolution Must Meet
Alternatives
BestFit?
Due
Who
Choose best way to keep poultry safe
New fencing
Lock chicken in coop
How to manage the story best
Minimize disruption to grain operation
Find the answer to the mystery
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20. Why Did this Happened - Potential Causes
Diagnosis Data We Have
Data We Want
Due
Done
Who
One chicken (Rhode Is Red)
List events happening only on weekdays around 10am
Not guinea fowl, ducks, geese.
Going across road, not to grain store, farmhouse.
Weekdays at 10am, not earlieror later. Last 4 months, not 14 months before.
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21. Risks and Opportunities
Risks and Opportunities list
Preventiveand Contingent Actions
Due
Done
Who
Story in papers causes intrusions on farm
News satellite trucks block access for farm vehicles
Place tractors in lane to prevent large vehicleaccess
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23. PROBLEM MANAGEMENT TECHNIQUESTHERE ARE PROVEN PROBLEM ANALYSIS TECHNIQUES THAT HAVE SHOWN TO DELIVERY POSITIVE RESULTS: BRAINSTORMINGPAIN VALUE ANALYSISCHRONOLOGICAL ANALYSISISHIKAWA DIAGRAMS (FISHBONE DIAGRAMS) PARETO ANALYSISKEPNER-TREGOE
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33. Kepner-Tregoe Model
3. Decision Analysis:
To select best fix.
Effective Decision
Making
2. Problem Analysis:
To find root cause. Problem Management
4. Potential Problem Analysis:
To avoidfutureproblems.
Risk Analysis
1. Situation Appraisal:
To clarify and prioritizesituation. Plan Issue Resolution
Source: Kepner-Tregoe
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34. Not a new
process, just
a better way
of doing
the existing
processes
better.
Source: Kepner-Tregoe
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