The success of this model is critical to our strategic plan to expand in the home health care market. Save my name, email, and website in this browser for the next time I comment. Systematic Data Collection What value does your customer support function provide to your organization and your customers? Apart from the fact that the Kepner Tregoe Method leads to an explanation of problems, it also helps improve mutual understanding within an organization. Please enter your name here. What is the resource cost to your organization of resolving these issues? Project Management White Papers.

Please enter your comment! Perhaps just as importantly, we need to determine who we do not need to involve so that they can allocate their time and effort to other important issues. To learn more about Kepner-Tregoe consulting and training solutions for manufacturing, or to request manufacturing case studies that address specific issues in your industry, contact KT. Thinking Strategy White Papers. We used this information to create what we thought was a good initial description of the event. When something goes wrong, the question is, why? Moreover, it also helps improve clear communications with customer and suppliers, production quality, customer service and anything related to maintenance and repairs.

If not, we would have to consider recalls, swap-outs, coupons, and the like.

kepner-tregoe problem analysis case study

At its core is a systematic approach for managing the information that customers provide to ensure that issues are properly escalated and problems are properly identified and proble, resolved so that customer expectations are, at minimum, met or preferably, exceeded.

Accurately describing the issue is crucial to the process. We used this information to create what we thought was a good initial description of the event.

A case study of the use of the Kepner-Tregoe method of problem solving and decision making.

Logical Properties of Sentences and Sentence Forms. To break through this traditional pattern Charles Kepner and Benjamin Tregoe came up with four rational processes in which four fundamental questions are reflected:. It is probably premature to begin exploring the Why, so the initial analysiw should focus on the What, Where, When, and Extent of the issue.


When it has become clear which tasks are to be prioritized action list preparations can be made for potential problems. I have used it all the time along my career as a manager of organizations, with extreme success.

kepner-tregoe problem analysis case study

By collaborating with clients to drive predictable, measurable results, KT offers a more effective alternative to traditional business consulting. It is unlikely that many organizations welcome customer complaints, but, if handled well, customer complaints can be a significant source of information to control costs and actually enhance customer satisfaction.

They also identified assumptions required to explain the cause and additional information needed to confirm true cause, as shown in Figure 5. If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods.

Certain causes are therefore excluded. Certain managers were particularly interested in looking into the new supplier of the LCDs.

Typically, containment actions are taken before you fully understand the cause. State the Action 3.

Complaint Handling – Kepner- Tregoe France

Issue Escalation and Prioritization In any business, there are low-level complaints: How appropriate are their responses?

Do you recognize the practical explanation or do you have more suggestions? What is the resource cost to your organization of resolving these issues? To facilitate tracking and trending, customer support personnel should use a consistent framework to document information about customer complaints.

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Zero Defects ZD May 21, Upload document Create flashcards. We bring together just the right resources from KT and your organization to deliver the rapid results you need. Client case studies of Kepner-Tregoe KT consulting or training programs demonstrate how manufacturers developed advanced troubleshooting for rapid root cause analysis RCAeven when new technologies yielded problems never seen before or when the cultural differences of offshore manufacturing seemed daunting.


Often, the emphasis is on taking action—any action—to reduce attention from customers and the press. Manufacturing case studies provide diverse examples of how structured problem solving, decision making, or project management initiatives from Kepner-Tregoe have resulted in cost savings or other improvements in all segments of clients in the manufacturing industry.

A case study of the use of the Kepner-Tregoe method of problem solving and decision making.

Resource-efficiency and customer service are not opposing forces. How frequently are the wrong people engaged, distracting them from other important activities?

Track and trend issues in a meaningful way? When people in your organization initially react to a customer complaint: Issue Containment Effective containment requires interim actions and contingent actions to limit the spread of any potential problems associated with the issue.

Here is how… Read More Planned shutdown shaves seven days from schedule When a steel producer needed to shorten the length of time of a planned shut in order to meet urgent demand for its product, they turned to KT to get the work done safely under a new shut leader and following an abbreviated schedule Anecdotally, the second line support staff also saw an improvement in the quality of information they were receiving and needed in order to do their work.

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