The document outlines the Kepner-Tregoe methodology for problem-solving and decision-making, including key processes such as situation appraisal, problem analysis, decision analysis, and potential problem analysis. It emphasizes the importance of identifying concerns, assessing risks, and making balanced choices to effectively resolve issues and prevent future problems. Additionally, it highlights the value of troubleshooting training and performance system integration to enhance customer satisfaction and reduce service costs.

1. Problem Solving and Decision
Making
Company Name

2. Kepner-Tregoe Method
Problem Analysis
Why Did it Happen?
Find Unknown Cause
Decision Analysis
What Should We Do?
Make A Choice
Potential Problem Analysis
What Lies Ahead?
Protect Action Or Plan
Situation Appraisal
What is Going on?
Clarity & Priority
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3. Kepner-Tregoe Troubleshooting Methodology
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Situation Appraisal
• Identify Concerns
• Set Priority
• Plan Next Steps
• Plan Involvement
Situational Appraisal
To Clarify & Prioritize Situation
Plan Issue Resolution
01
Problem Analysis
• To Avoid Jumping To
Cause
02Problem
Analysis
To Find Root
Cause
Problem
Management
Decision Analysis
• To Balance Benefits &
Risks
03Decision
Analysis
To Select Best
Fix
Effective Decision
Making
State Decision
• What do we need to decide?
• What are we trying to do?
Clarify Purpose
• Develop objectives
• Classify into musts & wants
• Weight the wants
Evaluate Alternatives
• Generate alternatives
• Screen through musts
• Compare against wants
Assess Risks
• Identify adverse consequences
Make Decision
• Make the best
• Balanced choice
Potential Problems
Analysis
• To Avoid Jumping To Cause
04
Set Triggers
• Set triggers for
contingent actions
Plan Contingent Action
• Prepare actions to reduce likely
effects
Take Preventive Action
• Take action to address likely causes
Identify Likely Causes
• Consider causes for the potential problems
Identify Potential Problems
• State the action
• List potential problems
Potential Problem
Analysis
To Avoid Future
Problems
Risk Analysis
Describe Problem
• State the problem
• Specify the problem
Identify Possible Causes
• Use knowledge & experience, or…..
Distinctions & changes
Evaluate Possible Causes
• Test possible causes
• Determine most probable cause
Confirm True Cause
• Verify assumptions, observe or try A fix & monitor
Think Beyond The Fix
• Extend the causes
• Extend the fix

4. Kepner-Tregoe Key Trouble Shooting Process
Problem Analysis
• Define Problem
• Specific Problem
• Identity differences & Changes
• Formulate Causes
• Test causes against the Facts
• Prove True Cause
Decision Analysis
• State Decision
• Define & Classify Objectives
• Weight Objectives
• Generate Alternatives
• Evaluate Alternatives
• Assess Risks
• Make Decision
Potential Problem Analysis
• Identify Potential Problems
• Identify Causes
• Take Preventive Action
• Plan Contingent Action
• Set Triggers
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5. Kepner-Tregoe Value Proposition
Troubleshooting Training
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Performance System Integration
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Process Integration
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Coaching on-the-Job
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• Increase Customer
Satisfaction
• Reduce Issue-
Resolution Cycle
Time
• Reduce Service Cost
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6. Kepner-Tregoe Approach to Problem Solving
Problem Analysis
(Past)
What is the fault?
Decision Analysis
(Present)
How to correct the fault?
Potential Problem Analysis
(Future)
How to prevent future fault?
Situational Analysis
(where are we?)
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7. Problem Solving and Decision Making Icon Slide
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8. Additional
Slides
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9. Our Mission
Vision
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Mission
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Goal
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10. Our Team
Designation
Name Here
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Designation
Name Here
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Designation
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Designation
Name Here
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11. About us
Target Audiences
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Preferred by Many
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Values Client
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12. Comparison
27%
Male
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73%
Female
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Minimum
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Medium
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Maximum
45% 55% 65%
Financial
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14. Many of life’s failures are people who did
not realize how close they were to success
when they gave up.”
- Thomas Alva Edison
Quotes
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Bulb or Idea 15

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Profit(Inpercentage)
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Salesinpercentage(%)
Financial years
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Product 01 Product 03Product 02
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18. Thank You
Address:
# street number, city, state
Contact Number:
0123456789
Email Address:
emailaddress123@gmail.com
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