oh 9-1 agenda review articles from chapter 8 test your knowledge questions, page 202 chapter 9–...
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OH 9-1
Agenda
Review articles from Chapter 8
Test Your Knowledge Questions, page 202
Chapter 9– Dimensions of Problem Solving
OH 9-3
Chapter Learning Objectives
Explain the need for problem solving in daily operations.
Describe and apply problem-solving tactics.
Give examples of consequences of improper problem resolution.
Describe how crises can be prevented.
Create an evacuation plan.
Describe elements in an effective media policy.
OH 9-4
Need for Effective Problem Solving
Managers must be effective problem solvers.
Managers can rarely be 100% certain about their decisions and must be comfortable with risks that occur as decisions are made.
OH 9-6
Problem-Solving Model Step 1 – Define the Problem
A problem should be defined as precisely as possible.
Identify who or what is affected.
OH 9-7
Problem-Solving ModelStep 2 – Determine Root Cause
Root Cause—the action or situation that initiates the problem
Causes are typically system breakdowns or human errors.
Be sure to identify the real root cause and not just contributing factors or symptoms.
OH 9-8
Problem Solving ModelStep 3 – Determine Alternative Solutions
Generate a list of potential solutions to the problem.
Use a questioning process: What are consequences of this action?
Is it cost effective?
Is it reasonable?
Will it be effective?
OH 9-9
Problem-Solving ModelStep 4 – Select the Best Solution
Alternative solutions should be evaluated.
A shortened list should be re-evaluated.
Evaluation factors should consider questions about systems, processes, behavior, and outputs.
OH 9-10
Problem-Solving ModelStep 5 – Develop an Action Plan
Action plan—strategy of steps to implement so the problem will not reoccur
An action plan should identify Each step
The person responsible
Resources needed
Completion date
OH 9-11
Problem-Solving ModelStep 6 – Implement the Action Plan
Communicate the plan to affected individuals.
Follow-up to assure that action plan’s message was received, and that the solution was accepted.
OH 9-12
Problem-Solving ModelStep 7 – Document the Problem
Documentation involves a report written by managers to note the problem and its solution.
A summary of problem resolution should be added to this report.
OH 9-13
Hospital High Food Cost
What do you think is the root cause of the problem?
What are alternative solutions and consequences?
What do you think is the best solution?
OH 9-14
Consequences of Improper Problem Resolution
Problem gets worse
Decrease in employee morale
Increase in employee turnover
Reduction of sales
Increased costs
Lost profit
OH 9-15
How Would You Answer the Following Questions?
1. What is the first step in the problem-solving model?
2. Root causes occur because of what two problems?
3. When determining alternative solutions, only reasonable solutions should be on the list. (True/False)
4. The last step in the problem solving model is to implement the action plan. (True/False)
OH 9-16
The Case of the Disappearing Liquor
Let’s look at “The Case of the Disappearing Liquor” on page 212
Take 15 minutes to work in a group and discuss a solution and the 3 questions presented.
OH 9-17
Crisis Management
Crisis—an event that happens without warning and normally affects a number of people
Plans for a crisis should be developed before it happens.
OH 9-18
Two Types of Crises
Preventable crisis—one that can be stopped from happening (example: fire)
Unpreventable crisis—one that cannot be stopped from happening (example: robbery)
OH 9-19
Crisis Example
Hopefully, a crisis management plan to prevent loss of life and injuries to employees and customers was in place when this crisis occurred.
OH 9-20
Evacuation Planning
Building exit routes must be planned and posted.
Management should call emergency officials and assist them when they arrive.
Management should secure all cash and other valuables, if possible.
Employees and customers should be evacuated to a pre-determined location outside the building.
All employees should practice the plan.
OH 9-21
Crisis Management Policy— Role of Personnel
Roles and responsibilities should be in writing and listed by position (not persons).
Develop a key contact list.
Determine how and what information to share.
OH 9-22
Media Policy
Only one person should talk to the media.
If possible, the media should be kept off the property.
Be brief; place positive thoughts into the public’s mind.
OH 9-23
Additional Concerns when Developing Crisis Policies
Incorporate policies into company documents and training.
Document and complete all necessary paperwork.
OH 9-24
How Would You Answer the Following Questions?
1. Since a crisis is an event that happens without warning, it cannot be planned for. (True/False)
2. Managers should develop plans for unpreventable crises. (True/False)
3. How many persons should be designated to talk the media?
4. What are two words to remember when speaking to the media?
OH 9-25
Lost on the Moon NO discussion for this exercise, please separate
yourselves by at least 2 spaces
Put your name at the top of the sheet
Complete the Lost on the Moon Survival Test ordering the items from 1 to 15, most to least important
Maximum time, 15 minutes
Hand in your sheet
OH 9-26
Lost on the Moon
Now, as a group, discuss the same items and come up with a consensus ranking of the items from 1 to 15, most to least important
Settle differences of opinion by taking a group vote
Maximum time, 15 minutes
OH 9-27
Lost on the Moon
Grade the group work discussing the reasons why for each item
Compare individual scores to group score
OH 9-29
Key Term Review continued
Evacuation
Media policy
Preventable crisis
Problem
Problem solving
OH 9-31
Chapter Learning Objectives— What Have You Learned?
Explain the need for problem solving in daily operations.
Describe and apply problem-solving tactics.
Give examples of consequences of improper problem resolution.
Describe how crises can be prevented.
Create an evacuation plan.
Describe elements in an effective media policy.
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