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# Kepner and Fourie Complex problem solving intro

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Introduction of tested and proven Kepner and Fourie (KandF) problem-solving approach. KandF method proves the importance of engaging right resources with the right questions to identify the root cause of a problem, find a solution, and reach a consensus to resolve complex problems and rescue your project.

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### Kepner and Fourie Complex problem solving intro

1. 1. How to improve outcome of your projects? Advance your complex problem-solving skills Christine Aykac, PMP, PMI-RMP, PMI-ACP, PRINCE2 Agile Business Transformation Coach & Problem Solver © Wareness 2020
2. 2. What is the problem here? What exactly are we trying to solve? © Wareness 2020
3. 3. Characteristics of good problem-solving ● Recognize the situations or aspects of a decision you do not know much about ● Include the information sources closest to the problem being experienced ● It is not about the “best brains” but rather a case of the “most appropriate” brains ● Information generated is made visible to help the team to arrive at a commonly supported answer 5/11/2020 © Wareness 2020 3
4. 4. What do you do if it is a complex problem? 5/11/2020 © Wareness 2020 4
5. 5. More members participate in a problem… … Requires more time and costs more “If a team could not solve an incident investigation situation, the person with the information was not invited” Charles Kepner 5/11/2020 © Wareness 2020 5
6. 6. The KEPNER and FOURIE® method Based upon a natural thought pattern using Divergent and Convergent thinking approach: Divergent Thinking to establish a factual snapshot of the problem to be solved. Convergent Thinking to generate and evaluate expert guesses to narrow down to answer. 5/11/2020 © Wareness 2020 6
7. 7. KEPNER and FOURIE® Principles a. Structured questions b. Specificity c. Quality of data d. Test assumptions 5/11/2020 © Wareness 2020 7
8. 8. KEPNER and FOURIE® approach Situations Problems with no clear direction on how to proceed Poorly defined problem without agreement on what is involved Defined requirements not met and root cause unknown Most effective solution is not apparent Risks associated with the solution not identified 5/11/2020 © Wareness 2020 8
9. 9. Key Takeaways ● To foster alignment and buy-in at every problem-solving stage of the project ● To have the ability to agree on the resolution for an unexpected problem situation quickly ● To effectively and efficiently determine root cause and reaching an answer with team support ● To have the ability to use proven templates with structured questions to address complex problems successfully 5/11/2020 © Wareness 2020 9
10. 10. What’s next? ● Do not assume anything - identify the core underlying reasons that is present in any problem situation ● Ask “WHY?” - you always want to know what the contributing factors are ● Use specifically phrased questions to get specific verified answers ● Whenever you have the opportunity to align different views, do it ● Be self responsible - you are not always in control, but you can ask yourself how to protect your situation in such cases ● Have that difficult review meeting - do not shy away from it 5/11/2020 © Wareness 2020 10
11. 11. Who am I? Agile DevOps Coach, Program Manager, Facilitator & Trainer  20+ years of project / program management experience  Master Instructor @ Itpreneurs, DASA & Thinking Dimensions  Focus on Project Management and Personal Development teaching  Authored and delivered project management related exam prep material, customized awareness programs and coaching workshops  Key Designations:  DASA DevOps Agile Coach (2020)  Problem Solving - Kepner-Fourie (2019)  PMP (2001), PMI-RMP (2010), PMI-ACP (2012)  PRINCE2 Practitioner (2017), PRINCE2 Agile (2016) 5/11/2020 © Wareness 2020 11
12. 12. Contact Information: N. Christine Aykac, PMP, PMI-RMP, PMI-ACP, PRINCE2 Agile, Agile/DevOps Coach Program Manager / Transformation Coach / Problem Solver Wareness Training & Consulting christine@wareness.com 5/11/2020 © Wareness 2020 12
13. 13. Available Courses • Problem-solving in Complex Situations • Kepner and Fourie Problem-solving Techniques • RAPID Root Cause Analysis • Problem-solving for ITIL® Foundation • Decision Making for DevOps Teams 5/11/2020 © Wareness 2020 13 For more information visit https://wareness.com/events/ page
14. 14. References ● Problem Solving Fundamentals: Course Book ITpreneurs (2018) ● Solve IT: Investigate the Cause of IT Incidents and find Rapid Solutions! Kepner, Charles and Fourie, Mat-Thys - 2014 Dog Ear Publishing. ● Innovation: The Free Zone Thinking Experience. Kepner, Charles & Fourie, Mat-Thys - 2008 Thinking Dimensions Global. ● Thinking Beyond the Ordinary: Fourie, Mat-Thys & Lewko, Timothy and Kepner, Charles - 2015 Dog Ear Publishing ● KEPNERandFOURIE® Method: https://www.kepner-fourie.com/ 5/11/2020 © Wareness 2020 14