Jh tdg stakeholdersandprioritywise_june_2015

Copyright © 2015 Thinking Dimensions. All Rights Reserved.

Think .… Investigate Resolve

Thinking Dimensions GlobalJune 2015

John HudsonPartnerPhone +44 7890 518 [email protected]

Stakeholders – The Key to Prioritising your Actions

mailto:[email protected]

http://www.thinkingdimensionsglobal.com/

Copyright © 2015Thinking Dimensions. All Rights Reserved.

Stakeholders – The Key to Prioritising your Actions

1. Overview of the KEPNERandFOURIE™ Processes

2. PriorityWise via Stakeholders

3. What do YOU get?


Thinking Dimensions Global Locations

• Baxter International• Blue Cross Blue Shield• Barclays IT• Bosch• Caltex Oil• Carraro• Crown Cork and Seal• Dometic• Electrolux• Federal Judiciary Center • General Dynamics IT• Hollister,Inc• Infineon• BASF• Macquarie Bank IT• BT Financial IT• Stihl• Westpac IT• Maersk • Norfolk Naval Shipyard• Selig• Siemens• SITA• SKF

Americas• Canada• Chile• Peru• USA

EMEA• Ireland• Italy• Poland• Saudi Arabia• South Africa• Turkey• United Kingdom

Asia Pacific• Australia• China• India• South Korea• Singapore


Thinking Works


Process Locator - ThinkingWorks™

Ne

ed

to ta

ke A

ctio

n

Many Issues

OneTechnical

OneGeneric

PriorityWise

CauseWise

ThinkingWise

Choose Alternative

Find Better Alternative

Have No Alternative

Protect an Action Plan

RiskWise

SW MaxFour

SW Create

SW Choice


The ThinkingWorks Toolkit

• PriorityWise℠ - Focus on the most important actions

• ThinkingWise - ℠ Establish the core issues represented

in a ill-defined problem situation

• CauseWise - Focus on a common method for ℠

finding the true/root cause

• SolutionWise - ℠ Focus on a common method for

making choices and developing solutions

• RiskWise - ℠ Focus on a common method for

anticipating and mitigating risks


DivergentThinking

The Thinking

1. Identify the problem/incident/event

2. Gather information

3. Analyse the Information

4. Reach Conclusion

ConvergentThinking

Basic Phases in Thinking


Information Sources

1: WHAT DO YOU KNOW ABOUT THE PROBLEM SITUATION?Look at the questions on the question card, which you need to get answers for. Determine which questions you and your team would be able to answer factually and accurately? At the same time make a note who would be the most appropriate information source to answer these questions.

2: WHAT DON’T YOU KNOW ABOUT THE PROBLEM SITUATION?Which questions remain unanswered? What else do you need to know about the incident/problem situation or solution requirements to ensure the team has the best possible information to solve the problem issue?


Information Sources

3: WHAT ARE YOUR INFORMATION ‘GAPS’ FOR THIS PROBLEM SITUATION?Make a note of the information still needed. Agree with the team what information GAPS still exists. Agree on an action plan for whom will bring the required information to the session.

4: WHO HAS THE INFORMATION? HOW WILL YOU COLLABORATE TO GET IT?

For each information GAP decide who would be the best information source to collaborate with on the issue.Ensure you collaborate with the sources closest to the incident/problem or decision.


The Process Cards


Process Cards – PriorityWise (Card 1)


Process Cards – PriorityWise (Card 2)


Stakeholders and Information SourcesThe Task Force

Team composition and ground rule or rules of engagement – Identification of Stakeholders and Information Sources


• Exists for a specific time limited purpose• Members come from different disciplines within an organisation• Work at different levels within an organisation• Selected for expertise (SME’s)• History within the Organisation• Knowledge of products and customers

A Task Force is a small group of people that bring together a specific set of skills to accomplish a short term task



Identify Information Sources – Subject matter Experts (SME’s) to be in attendance at Task Force

Best person to provide specific information about the OBJECT and the FAULT

Best person to consult on the LOCATION and TIMING of the incident

Best to consult on Specific PATTERN of the incident

Best to consult on the objects process and PHASE of the operation

Who will provide the necessary STATISTICS, DIAGRAMS and GRAPHS

Who is working with the fault on a continuous basis

Is a VENDOR involved and do they need to be there

Do we need a FACILITATOR to help us with the questioning process

Who is at the RCA meeting that would MAKE DECISIONS on the outcome



Who will be affected by the outcome of this decision?Who has the potential to influence the outcome of this decision?

Influencers3rd Party ProviderEnd-userCustomerColleaguesStatutory body

IMPLEMENTERSWho has to do the work

and has ‘local’ knowledge

DECISION MAKERWho has the power to say

‘yes’ or ‘no’

INFLUENCERSWho could influence

with ‘expert’ knowledge

Decision MakersTreasurer (Funds)ManagementCommitteesCustomer

ImplementersStaffProject ManagerContractor



Steps in the Process

What is Process

INPUT PROCESS OUTPUT

Information

Facts

Data

Knowledge

Skills

Resources

Time & Money

1. Gather Information Asking the right questions Questions on Cards

2. Organise Information Record the answers in templates Templates on Cards

3. Analyse Information Convergent Questions per process Question structure on cards

4. Conclusion Arrive at a mutually agreed solution Use your own experience to filter and

adapt the conclusion

Problem solved in such a way that we do not have a repeat occurrence


PriorityWise Flow Chart


PriorityWise - Case Study


PriorityWise Demo

Step 1: Situation

Step 2: List issues & Challenges Plan


PriorityWise Demo

Step 1: Situation – ATM IssuesStep 2: List issues & Challenges Plan


PriorityWise Demo

Step 1: Situation – ATM IssuesStakeholdersStep 2: List issues & Challenges Plan


PriorityWise Demo

Step 1: Situation – ATM IssuesStakeholders•Bank Management



PriorityWise Demo

Step 1: Situation – ATM IssuesStakeholders•Bank Management



PriorityWise Demo

Step 1: Situation – ATM IssuesStakeholders•Bank Management•Employees



PriorityWise Demo

Step 1: Situation – ATM IssuesStakeholders•Bank Management•Employees•Customers



PriorityWise Demo



1. Concerned about losing contact with customers


PriorityWise Demo




2. Poor maintenance practices in various regions


PriorityWise Demo





3. Lack of data lines, hampering expansion


PriorityWise Demo






4. Have to deal with ATM complaints


PriorityWise Demo







5. Credit Card embossing flattened


PriorityWise Demo








6. Birmingham ATM not reading cards for 1st 2 hours of the day


PriorityWise Demo


Criteria









PriorityWise Demo


Criteria•Co Image









PriorityWise Demo


Criteria•Co Image•Customer Service









PriorityWise Demo


Criteria•Co Image•Customer Service•ATM Reliability









PriorityWise Demo



Step 2: List issues & Challenges 1 2 3 OP Plan








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John, CW, 20/7/15




Check your Thinking


What do you get?

• Recognition of the Process to be used

• A team (Task Force), Competent in a Structured Intuitive Process

• Agreement on the Level and Extent of the Information to be provided

• Team Confidence attained through success and recognition

• A set of Tools, Templates and Questioning Techniques

• The Identification of the Relevant Stakeholders and Roles

• A flexible and practical Root Cause Analysis Approach


Thinking DimensionsThe Problem Solving Tools

• PriorityWise℠ - Focus on the most important actions

• ThinkingWise℠- Establish the core issues represented in a ill-

defined problem situation

• CauseWise ℠ - Focus on a common method for finding the

true/root cause

• SolutionWise - ℠ Focus on a common method for making choices

and developing solutions

• RiskWise ℠ - Focus on a common method for anticipating and

mitigating risks


Questions?

Please contact me at the below email should you require any more detail on our workshops or

processes

[email protected]

Let us know if there is a topic you would like us to cover in the future .

Please rate our slide deck.What are we doing well?

How can we make it better?

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Jh tdg stakeholdersandprioritywise_june_2015