Problem Solving

WSQ Solve Problems and Make Decisions at Operations Level

Learning Outcome

At the end of the program, participants will be able to:

Acquire the techniques in problem solving and decision making, including proactively identifying root causes to a problem, generating and evaluating alternative solutions, making appropriate decisions, and taking responsibility for the decisions within own circle of influence.

Course Outline

1. Recognise symptom(s) that could lead to potential problem(s) at the workplace
2. Identify deviations from organisational norm and SOPs based on symptom(s) identified
3. Identify the possible root cause(s) of the problem(s) using appropriate tools and techniques
4. Identify impact of the problem(s) on one’s job responsibilities and other parties involved
5. Generate and select ideas to solve the problem using creative and logical thinking
6. Evaluate selected ideas using pertinent criteria and choose the most desirable one(s) as solution(s) to the problem(s)
7. Develop an action plan for implementation of the chosen solution(s)
8. Communicate chosen solution(s) and action plan to relevant parties using suitable mode(s) of communication
9. Evaluate the effectiveness of the implemented solution(s) and action plan and initiate corrective actions where necessary
10. Identify preventive measure(s) to avoid recurrence of similar problem(s) in the future

Who Should Attend

A person with no supervisory responsibilities for others and who work under direction to perform a specific set of work activities. S/He exhibits personal mastery to stay resilient and adaptive in trying times while keeping relevant and aligned with organisational goals.

Course Reference Number: TGS-2011500994

Duration: 09.00AM-6.00PM (2 days)

WSQ Solve Problems and Make Decisions at Supervisory Level

Learning Outcome

At the end of the programme, participants will be able to:

• Acquire the skills to work with a team of subordinates in practising problem solving and decision making, which includes:
• Anticipating and identifying potential problems,
• Facilitating team’s effort to resolve the problem,
• Making appropriate decisions and seeing implementation plans through.

Course Outline

1. Identify symptom(s) that could lead to potential problem(s) at the workplace
2. Apply logical deduction to anticipate and detect problem(s) at the workplace based on symptom(s) and relevant information gathered
3. Analyse relevant information surrounding the perceived problem(s) and identify the exact problem using elimination process, objective reasoning or process questioning
4. Analyse the root cause(s) of the problem(s) at the workplace using appropriate problem-solving tools and techniques
5. Facilitate generation of solutions to solve problem(s) by encouraging creativity among team members
6. Select a solution among the shortlisted ones collectively with team members using appropriate evaluative technique(s) and criteria
7. Develop an implementation plan that addresses the root cause(s) of the problem(s) and consider the impact to self and team
8. Evaluate the effectiveness of the implemented solution and implementation plan by analysing feedback gathered from relevant sources
9. Formulate and execute modifications to restore and/or enhance effectiveness of implemented solution and implementation plan
10. Review the effectiveness of modifications made and analyse learning points and best practices that can be used for future reference

Who Should Attend

This programme is targeted at front-line workers, staff in supervising roles or individuals in professional/talent positions with supervisory responsibilities and the self-employed who have to:

• Work with others on a daily basis
• Join a task force at short notice to handle specific tasks within the enterprise
• Take responsibility for specific workplace resources usually related to an organisational sub-set of functions
• Exhibits personal mastery to stay resilient and adaptive in trying times while keeping relevant and aligned with organisational goals.

Course Reference Number: TGS-2011500989

Duration: 09.00AM-6.00PM (2 days)