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HP Education Services Course Overview Problem Solving & Decision Making (H9P27s) This is a 2-day course on problem solving and decision making which are key competencies of the existing work environment. It aims to provide an in-depth knowledge of the approaches for solving the daily work and technical problems, and making the right decision in solving problem. Techniques on problem identifying, questioning, idea generation and decision matrix will be taught. The KT skill of analyzing problem will be discussed with real life case study. The second part of the course focuses on evaluating and choosing the right solutions – making the right decision. Audience Those interested in learning the essential skill of problem solving and those who would like to enhance your skills in solving problem creatively. The course is particularly designed for those engineers, IT professionals or managers who have to deal with problem resolution & decision making on a daily basis. Outcome Course Title: Problem Solving & Decision Making HP Product Number: H9P27s Category/Subcategory: Softskills Course Length: 2 Day Delivery Language: Varies by country To Order: In HK, please contact HP Education Services on (852) 3070-6692 or email at [email protected] or visit http://www.hp.com.hk/education Participants will understand three different approaches in solving problem – Process approach (PDCA), Creative approach (Lateral thinking) and Analytical approach (KT); and will make use of the prioritization matrix to help making the decision. Participants will be equipped with the necessary skills and templates, and will be guided to make use of the tools in walking through the cases. Prerequisites Basic troubleshooting skill, communication skill HP Education services are governed by the HP Education Services Terms and Conditions Other countries: please visit www.education.hp.com Why education services from HP? One-Stop Shopping Business Analysis training from industry recognized experts who bring you PMO Services, Technical IT Training and ITSM/ITIL Training. Worldwide leader in numbers of qualified PMP® certificants Global Training Locations State-of-the-art classroom and distance learning facilities at over 80 training locations from Seattle to Singapore that are consistent world-wide. Or setup and deliver training at your location. Localization for all major languages Modular Offerings / Blended Learning Need work-sensitive preparation for the PMP® exam, or just review a specific topic? End-to-end delivery choices – traditional ILT, webinars, selfpaced WBT, Books or a solution customized to meet specific needs – all available globally Engaging, Effective Courseware World-class reference materials – real case studies, example projects, individual and group exercises, fun and engaging simulations Expertise Highest quality, most experienced instructors who have real world hand-on project experience. Feel safe with HP’s award-winning world class service HP Education services are governed by the HP Education Services Terms and Conditions Detailed Course Outline DAY 1 – What is Problem Solving? Introduction - What is problem solving - Task management and problem solving - Problem solving as a key competence Self-evaluation (GAME) - Understand your current approaches Problem Solving Basics Basic approaches - The basic approaches of problem solving - Simplify, Prioritize, Describe Competencies of problem solving - Creativity, communication, selfmanagement - Problem solving / Task Management Creativity Approach in Problem solving (Lateral Thinking – deBono) Creation of new ideas - Solve problems with new ideas Ways to generate new ideas - Lateral thinking - Six Thinking Hats Group sharing (CASE) - Generate Ideas creatively Communication skills in problem solving Questioning skills - Open and closed questions - Fact finding questions - Ask “What is” and “What is not” - Question to the void Tips in communication - Clear communication of problem statement - Clarify and paraphrase - Confirm no misunderstanding Process Approach in Problem Solving (PDCA) Process Framework Defining SMART goal Process and Measurement Tools for Problem Solving Affinity Diagram Pareto Diagram Cause and Effect Diagram Run Chart Group sharing (CASE) Order TAT Problem DAY 2 – Technical Approach in Problem Solving (KT) Framework of Analytical problem solving - Framework - What is and What is not - Ask Question to the void Change and Differences Real life application (CASE) - Debrief Problem Prevention Think beyond - Contingent planning - Prevent future problem Put it all-together Summary - Strengths and Application of each approach - How to integrates Approach What is decision making Process of decision making Tools for decision making - Tree diagram - Prioritization matrix Determine & prioritize Solution Needs and Wants - How to prioritize - Decision Criteria Individual and Team Decision Making decision in team - Which is better - Team decision process Conclude & close - Conclude the interaction - Next Step © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. HP Education services are governed by the HP Education Services Terms and Conditions