SNCO Course 14 - OMM - MP6 Problem Solving exam with 100% correct answers (latest update)

What is the Kepner-Tregoe Model? - They view problem solving as what SHOULD be happening versus what IS happening - An analysis using the what IS & IS NOT approach -- the problem solver looks at the causes, and plans a course of action to fix the cause. What is the Chang Step-by-Step Model? Solving problems using 6 steps and verifying it works by using it backwards. What are the steps in Chang's Model? 1) Define problem 2) Analyze potential causes 3) Identify possible solutions 4) Select best solution 5) Develop action plan 6) Implement solution & Evaluate progress What is the Dubrin Model? There are 4 Factors that cause problems -- need to find the real problem and its causes through analyzing the symptoms of the problem. What are the 4 Factors in the Dubrin Model? 1) Deviations from past performance - Always monitor data 2) Deviations from the plan - Always follow procedure 3) Criticism from outsiders - always investigate complaints/criticism 4) Competetive Threats What is the Haynes Model? 5 Step model to Problem Solving What are the 5 steps in the Haynes Model? 1) Analyze the problem 2) Set an objective 3) Develop a plan 4) Implement the plan 5) Follow up What is the first step in problem solving? Know you have a problem. Identify the real problem, not just the symptoms How are problems normally identified? By symptoms Why do you need some type of analysis to work through the symptoms of a problem? So you can identify the real problem and look for the true cause of the problem What does a good problem solver look for? Many ideas to solve a problem What are things to consider when picking the correct solution to a problem? Risk Cost Resources Time Authority Ethical Behavior Integrity Whose Model is it? You must detemine your MUSTS and WANTS Kepner and Tregoe Whose Model is it? Look at the PROs and CONs for each proposed solution Dubrin How do you test to see if the problem is fixed? Implement only one solution at a time What things do you need to consider when implementing a solution? People Material Training Timing Time Line Measurements Alternatives / Back-up Plan What is the final step in problem solving? Observe and Evaluate What is the Problem Solving Process? - Identify - Conduct Analysis - Develp Solutions - Develop a Plan - Act on the Plan - Start again or look elsewhere SSgt White worked in the customer support section of her organization. For the past several weeks, she has been getting complaints from customers because customers have been getting the wrong items delivered to them. How should SSgt White deal with this issue? a) She needs to define the problem and use the process of problem identification. b) Customers have already identified the problem, so SSgt White needs to conduct an analysis of possible solutions. c) SSgt White needs to select the best solution and then develop a plan to implement the best solution. a) She needs to define the problem and use the process of problem identification. -- The customers have identified that something is wrong, but SSgt White needs to clearly define the problem and determine the real problem, not just a symptom. TSgt Green and his team have been working on a computer software problem for weeks, It seems the program would crash whenever the user would enter data into one of the input fields on the computer screen. TSgt Green's team was finally able to isolate a bad section of computer code and they wrote a patch to fix it. They also decided to implement some other ideas they had to smooth out the program flow and enhance the help files. They started working on a plan to implement the patch and the enhancements. Which of the following statements is true for TSgt Green and his team? a) His team will be successful in solving the problem b) They have completed the problem solving process c) TSgt Green and his team have not followed a valid problem solving process. c) TSgt Green and his team have not followed a valid problem solving process.