RAPI D RESULTS.

LASTI NG VALUE.
Kepner-Tregoe

E S S E NT I AL S K I L L S
F OR CHAL L E NGI NG
T I ME S
www. kepner-tregoe. com
LEADERSHI P DEVELOPMENT . . . . . . . . . . . . . . . . . . . . p. 3
PROBLEM SOLVI NG &
DECI SI ON MAKI NG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 4
ANALYTI C TROUBLE SHOOTI NG . . . . . . . . . . . . . . . p. 5
I MPLEMENTI NG LEAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 6
I NCI DENT MAPPI NG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 7
PROBLEM SOLVI NG & DECI SI ON
MAKI NG FOR I NVESTI GATI ONS
AND CAPAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 8
KT I TSM PROBLEM & I NCI DENT
MANAGEMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 9
PROJECT MANAGEMENT . . . . . . . . . . . . . . . . . . . . . . . p. 10
KT PROCESS FACI LI TATOR AND
COACH CERTI FI CATI ON . . . . . . . . . . . . . . . . . . . . . . . . . p. 11
TRAI N THE TRAI NER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 11
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SIMPLE AND STRAIGHTFORWARD IDEAS
Making tough choices. Solving complex problems. Managing various projects. No matter what the last twelve
months has thrown at your business, the choices, problems and projects associated with running your business
will not get any easier. Indeed the resources become scarcer, the implications of errors greater and therefore
the need to ensure results are obtained from all the actions we take is essential. At Kepner-Tregoe (KT) these
thoughts are never far from our mind. For over 50 years weve been at the forefront of helping leaders in
industry improve the efficiency of their business and their people through critical and thought-provoking
approaches focused on delivering impactful financial results and sustainable behavior change. Through our
open programmes we give our existing clients the opportunity to continue the development of their people
in an environment that enables them to draw on the experiences of various industry groups, while new clients
the opportunity to see what we are about. No matter what your motivation for using KT I am confident that the
experience you have will be second to none and the collective and individual results will be a benchmark for
others to achieve. Remember, effective action is always proceeded by clear thinking.
I look forward to welcoming you to one of our events in the very near future.
Regards,
Martin Wing
European Managing Partner and Practice Leader
2
OUR WOR K S HOP S
Many Kepner-Tregoe workshops offer college and professional development
credits. Go to www.kepner-tregoe.com/credit to learn more or contact your
local KT office.
L E AD E R S HI P
Leadership Development ..........................3
The KT approach
I S S U E R E S OL U T I ON &
C R I T I C AL T HI NK I NG S K I L L S
Problem Solving & Decision Making ..........4
Enhance your career with the gold standard in
critical thinking
Analytic Trouble Shooting .........................5
Premier training for a manufacturing environment:
root cause analysis and risk management
Implementing Lean ..................................6
Build organisational value by driving out waste
Incident Mapping ....................................7
Learn an efective approach to gain control, take the right
action, prevent other incidents, and infuence the future in a
positive way after something has gone wrong

Problem Solving and Decision Making
For Investigations and CAPAs ...................8
Accelerate, standardise, and improve investigations
and CAPAs
KT ITSM Problem & Incident
Management .........................................9
The nuts and bolts of ITIL Problem and Incident
Management in IT Operations
P R OJ E C T MANAGE ME NT
Project Management .............................. 10
Improve project work with a systematic approach used in
organisations worldwide
T RAI N- T HE- T RAI NER
KT Process Facilitator and Coach
Certification .......................................... 11
Certify your employees to support problem solving and
decision making in your organisation
KT Train the Trainer ............................... 11
Certify employees to deliver KT programmes
3
Our clients include: American Express Company AstraZeneca PLC Aventis, S.A. B. Braun Melsungen
AG BASF AG BHP Steel, Ltd. Boise Cascade Corporation Bristol-Myers Squibb Company Canon Sales
Co., Inc. Citigroup, Inc. Corning, Inc. The Danon Company Dell Computer Corporation Eastman
Kodak Company Entergy Corporation ExxonMobil Corporation FedEx Corporation Fujitsu, Ltd.
GlaxoSmithKline PLC H.J. Heinz Company Hewlett-Packard Company Hallmark International Harley-
Davidson, Inc. Hitachi, Ltd. Honda Motor Co., Ltd. Hong Kong and China Gas Co., Ltd. Hovensa IBM Corporation
International Paper Company J.M. Smucker Company J.P. Morgan Chase & Co. Johnson & Johnson
Motorola, Inc. Oracle Corporation Port of Seattle Procter & Gamble Company Ricoh Corporation
Rio Tinto Royal Dutch/Shell Group of Companies Seagate Technology, Inc. Siemens AG Sony
Corporation Sun Microsystems, Inc. Unilever PLC. U.S. Office of Personnel Management Verizon
Wireless, Inc.
L E ADE R S HI P DE V E L OP ME NT
T HE K T AP P R OACH
To move your organisation forward, your high potential people, team
leaders, managers, project managers, supervisors, and executives,
need a set of skills that will coordinate the efforts of the organisation
and move it forward. You need leaders who have the skills to set
direction, make decisions, guide others, communicate clearly and
appropriately, energise people, remove barriers for success, and
resolve conflicts.
Kepner-Tregoe can help you build these skills with systematic
approaches that have been tested, fine-tuned, and proven for
50 years. Based on pioneering research, our methods help your
leadership teams and the people they manage to work more
effectively alone and in groups. KT has been credited with advancing
the careers of generations of leaders and for building organisational
success that can be expressed in profits and growth.
While KT approaches apply across industries, technologies,
geographies and cultures, our in-company training can be customised
to address the issues that are unique to your organisation and to
the needs of supervisory, managerial, and executive levels. This
accelerates understanding and application, rapidly moving new
capabilities from the classroom to the workplace.
At the end of the day,
what counts most is
not the documents
produced, meetings
chaired, or good
intentions expressed
by your organisations
leaders. It is the
results they achieve.
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B E NE F I T S
Enhance your critical
thinking skills with
processes that dramatically
improve the way you
organise and analyse
information. Our process
approach improves your
ability to solve problems,
make the best-balanced
choice, measure risk and
opportunity, and prioritise
activities and concerns.
P R OB L E M S OL V I NG
& DE CI S I ON MAK I NG
The gold standard in critical thinking skills
This workshop will pay for itselfagain and again!
WOR K S HOP DE S CR I P T I ON
Our classic workshop is the gold standard in critical thinking skills training. The
workshop is presented in a live classroom environment by a certified instructor.
The workshop helps you learn and apply KT questioning techniques that improve
the ability to cut through complex situations, use data effectively, weigh options
logically, and act decisively. You will have the opportunity to use your new skills in
realistic case studies and to address your own work-related issues. You will learn
to maximise your critical thinking skills, systematically organise and prioritise
information, set objectives, evaluate alternatives, and analyse impact.
WHO S HOUL D AT T E ND
Managers and executives as well as any employee who must solve problems, make
decisions, and implement plans will benefit from this workshopnow and for years
to come. Individuals thank us for helping broaden their critical thinking capabilities,
improve their performance, and advance their careers.
WHAT Y OU WI L L L E AR N
During this workshop, you will learn to use four distinct processes and apply them
to your work: Situation Appraisal, Problem Analysis, Decision Analysis and Potential
Problem/Opportunity Analysis.
Some view these processes as
tools, but the processes have a
use that is more important, yet
more subtle. Rational process
teaches people to think before
they act. People learn that they
dont have to know the answer
right away. They dont have to
have a theory immediately. First
you think.
Joseph Carl Allen, Plant
Manager, Erwin Complex
Corning Environmental
Technologies
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B E NE F I T S
Troubleshooting skills
are highly valued in
todays fast-paced, data-
rich environment. Now
you can become an
expert troubleshooter by
learning the tried-and-
tested approach that is
used in manufacturing
environments throughout
the world.
Root cause analysis and risk
management for manufacturing
ANAL Y T I C T R OUB L E
S HOOT I NG

WOR K S HOP DE S CR I P T I ON
Find root cause and take action with speed and accuracy. During this 3-day
workshop, you learn to differentiate between types of problems, ask focused,
probing questions, and find, test and confirm true cause before undertaking
expensive fixes. Additional key concepts include balancing risk before fixing a
problem, examining other areas that could be similarly affected, planning the
implementation of actions, and preparing for the unexpected.
The KT approach to root cause analysis provides a logical framework that supports
statistical process control, Lean Manufacturing, Six Sigma, total productive
maintenance, self-managed work teams, and other programmes. Over 70% of the
workshop is spent on application and case study practice to ensure that you can
apply your new skills at work.
WHO S HOUL D AT T E ND
Anyone working in a production environment will benefit from this workshop.
WHAT Y OU WI L L L E AR N
This programme focuses on two fundamental skill areas: Find Cause and Take Action.
Each skill is broken down into separate processes to use on the job:
Recognise a Problem Sort out complex situations, separate problems from decisions
or actions, set priority to choose what to work on first, and plan next steps.
Find True Cause Solve problems by first describing the problem in detail. Identify
and test causes to see if they explain the problem description. Prove the true cause
of a problem before making expensive fixes. Use techniques to handle multiple
problems, start-up problems, and recurring problems.
Select a Fix Make choices to resolve problems once the cause is known by
considering objectives, alternatives, and risks to help select or recommend a fix.
Think Beyond the Fix The best troubleshooters think beyond the immediate
problem. Learn to look for other damage created by the cause and ask, What else
needs the same fix? and What other problems could this fix create?
Avoid Future Problems Think ahead before implementing a fix or other action.
Anticipate potential problems and likely causes, recommend preventive action, and
plan contingent action.
For me, the Kepner-Tregoe Analytic Trouble Shooting approach is not just another
problem solving tool. It is a great enabler on our journey to empowered teams. It
delivers solutions that really work and that are owned by varying levels of employees
within the business, often preventing the problems being pushed up or down the
traditional hierarchy. It fuels, in an unequalled way, the building of the trust between
management and factory employees.
Operations Director, Consumer Products
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B E NE F I T S
Are you ready for Lean?
Are you up to speed
on Lean concepts? Our
three-day introduction to
Implementing Lean helps
you begin your Lean
journey or accelerate your
contribution to an existing
Lean programme.
WOR K S HOP DE S CR I P T I ON
This programme incorporates nine modules that help you learn, practice, and
apply the major Lean concepts to improve quality, control cost, build customer
satisfaction, and achieve competitive advantage.
WHO S HOUL D AT T E ND
This workshop is recommended for anyone involved in implementing a new
Lean programme, improving their understanding of Lean, or working in a Lean
environment.
WHAT YOU WI L L L EARN
During this workshop you will be introduced to the cornerstones of Lean which
form the fundamentals of implementing a culturally based, customer focused
continuous improvement methodology. Our workshops combine theory,
application, and practice to help you transfer Lean concepts to your workplace.
Begin your Lean journey or accelerate your participation with a KT Lean
Implementation workshop.
I NT R ODUCT I ON T O
I MP L E ME NT I NG L E AN
Buil d val ue by driving out waste
WOR K S HOP
OUT L I NE
Day 1
Introduction to Lean
Lean Simulation
Identification &
Elimination of Waste
Day 2
Value Stream Mapping
Spaghetti Diagrams
Mistake Proofing
Day 3
5S
Rapid Improvement
Process (Kaizen)
Standardisation
Pull Systems
T HE L E AN WAY
Purpose
Principles
Cornerstones
{

{
{
Customer
Perceived
Value
Value Stream
Waste
Elimination
Leadership Involvement Discipline Observation
Flow Pull Systems Perfection
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B E NE F I T S
Safety, the environment,
quality, and reliability
threats to these standards
and other risks force
organisations to be
vigilant and proactive.
Yet despite the best efforts
to prevent problems,
things can go wrong.
When a problem, incident
or disaster occurs, the
pressure to act swiftly
and effectively mounts
even while consequences
continue to unfold.
What do you do when things have gone
wrong? How do you manage the unexpected?
I NCI DE NT MAP P I NG
WOR K S HOP DE S CR I P T I ON
In this NEW 2 day workshop, you will learn how to use incident mapping to bring
clarity needed to gain control of incidents, take the right actions, prevent other
incidents and influence the future in a positive way.
WHO S HOUL D AT T E ND
Anyone who is involved in Incident Management, Problem Management, Accident
Investigation, Issue Resolution, Safety and finding the root causes of problems.
WHAT Y OU WI L L L E AR N
Complex issues that seem impenetrable are usually bound by several closely related
themes. Incident Mapping allows you to systematically unravel and elucidate
complex and impenetrable issues by providing a clear and complete overview of
the full scope of an incident. The result is a visual map of mutual relationships and
interdependencies that provides the basis of a meaningful and creative approach to
finding solutions. Benefits of this program:
Teaches you to create a visual map of an incident that is easily understood and easy
to communicate to others
Helps you to reveal
earlier steps that may
have caused a failure/
incident, not just the last
step
Removes the need for
thick reports when
documenting incidents
Helps you to prevent
recurrence of incidents
Allows you to act swiftly
and effectively when
under pressure
The Incident Mapping process consists of
eight steps, taken in the following order:
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B E NE F I T S
KTs systematic
approach to handling
and responding to
regulatory issues, quality
problems, validations,
complaints and recalls
is used by life science
organisations worldwide
to meet the challenges of
operating in a regulated
environment efficiently and
economically.
PROBLEM SOLVI NG & DECI SI ON MAKI NG
FOR I NVESTI GATI ONS AND CAPAS
WOR K S HOP DE S CR I P T I ON
In this 3-day work session, you will learn our acclaimed process approach to
respond to deviationsan approach that is focused, rapid, and fully documented.
Cut through the complexity of compliance by setting priorities, troubleshooting
issues, and taking the most effective and efficient corrective and preventive actions.
Learn to control risk and recognise opportunities for ongoing improvement. Using
our FDA-recognised, step-by-step approach, learn to close out these issues with
complete and well-written investigations. Using the KT approach in investigations
will dramatically reduce the cycle time for approval and the number of open
investigations.
WHO S HOUL D AT T E ND
Anyone involved with writing, approving, or providing input to investigations in
the areas of quality assurance, quality control, regulatory, audit, compliance or
manufacturing in a regulated environment.
WHAT Y OU WI L L L E AR N
By using KTs standard, best-practice approach for every non-conformance, you will
remarkably improve the quality of your investigations and reduce approval cycle
time by:
Assessing complex issues and breaking them down systematically to correctly
create and support investigations
Listing and prioritising issues relevant to the investigation
Using a logical and systematic process to find and confirm true and root causes
Finding the true cause of a problem before investing in expensive CAPAs
Accessing relevant information by using incisive questioning techniques
Dealing rationally and constructively with emergency situations
Writing investigations that demonstrate structured thinking
Use the acclaimed KT
processes to address
the deviations affecting
compliance, production, and
quality issues
Accelerate and improve investigations
and CAPAs
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B E NE F I T S
Demonstrate a level
of knowledge of the
KT processes in an
ITIL Incident and
Problem Management
environment.
The nuts and bolts of Problem and Incident
Management in IT Service Operations
K T I T S M P R OB L E M & I NCI DE NT
MANAGE ME NT
Incident and Problem Management are at the heart of customer support and are essential
to organizations transitioning to ITIL V3. Reduce Time-To-Close, increase First Time Fix rate,
reduce No Fault Found, increase Customer Satisfaction and lower operating costs of your
customer support center. Heralded as best practices for support organizations. In addition
this course will prepare you for the ISEB Foundation Examination in KT ITSM Problem &
Incident Management.
WOR K S HOP DE S CR I P T I ON
KT ITSM Problem & Incident Management covers the core critical thinking skills of
Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis
in an IT Service Operations environment. You will also learn proven tools and techniques
for the implementation of KTs processes into an IT support organization to improve its
performance. This workshop will prepare students for the ISEB Foundation Examination in
KT ITSM Problem & Incident Management.
WHO S HOUL D AT T E ND
Service and support professionals participating in or charged with improving incident and problem
management according to ITIL standards. Managers seeking ways to build customer value and business
results through service and support.
(Alumni of the KT ResolveSM, ATS or PSDM workshops in an IT environment looking for external
accreditation as independent proof of their knowledge of KTs rational processes are invited to take the
examination portion)
WHAT Y OU WI L L L E AR N
During this workshop you will learn the topics that will prepare you for the ISEB Foundation Examination
in KT ITSM Problem & Incident Management. Topics include the core concepts of the rational processes
of Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. You will also
learn KTs Performance System model, a Service Desk analysis process and models and pre-requisites for
successful implementation of KTs processes in an IT Service Operations environment.
You will have the opportunity to take the ISEB examination at the end of the workshop where available
or through ISEBs afliation with the Prometric testing network at invigilated examination centers located
worldwide.
CHAR T E R E D I NS T I T UT E F OR I T
BCS, the Chartered Institute for IT, promotes wider social and economic progress through the
advancement of information technology, science and practice. As the professional membership and
accreditation body for IT, its serves over 70,000 members including practitioners, academics and
students, in the UK and internationally. As a leading IT qualication body, its offers a range of widely
recognised professional and end-user qualications.
For more information visit www.bcs.org
I S E B
The Information Systems Examinations Board (ISEB) is part of BCS, The Chartered Institute for IT and is an
international examination body created to raise the standard of competence and performance of people
working in IT. ISEB does this by offering a range of relevant industry recognised qualications.
For more information visit www.iseb-exams.com
E X AMI NAT I ON DE S CR I P T I ON
The 40 question, multiple choice examination will test your understanding of the contents of the syllabus.
If a paper based exam is taken, it is administered by an invigilator/proctor under ISEB specied
examination conditions. If computer testing is used, the examination will take place at an established
testing centre under strict examination conditions.
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B E NE F I T S
Software doesnt
manage projects,
people do! Improve
your project results with
a logical process that
is easy to learn and
apply, and enhance
your use of project
management software.
Aligned with the PMI

s
Project Management
Body of Knowledge, KT
Project Management is
used in organisations
worldwide to ensure
that projects are
delivered on time, on
budget, and with the
desired results.
KT Project Management supports use of Microsoft

Office Project and other PM software. Our Project

Logic

software provides a bridge between our process and Microsoft Project. Please contact us for
information about ordering Project Logic software.
WOR K S HOP DE S CR I P T I ON
KT Project Management workshop provides you with capabilities that you can
immediately apply to enhance your project work. In the classroom, certified
instructors teach you project management concepts and standard project
management tools, and help you use them in a way that eases transition from
the classroom to your projects. A realistic, hands-on project helps you use the KT
approach for defining, planning, and implementing a project during class. In addition,
a portion of the workshop is dedicated to applying skills to a project you manage or
contribute to at work, and to receiving expert advice and coaching.
Before the workshop, you will receive pre-work that helps you identify your own
project work to bring to class.
During the workshop, over half of your time is spent on applying what you learn
to simulations and your own projects. After the workshop, to assist you in using
new skills, KT professionals are available by phone or e-mail and your fellow KT
practitioners share an online users forum.
WHO S HOUL D AT T E ND
Project managers at any skill level and any individuals working in a project
environment will benefit from this workshop. Bring your project team and prepare for
your next project, or get a project back on track.
WHAT Y OU WI L L L E AR N
KT Project Management is four distinct processes; definition, planning,
implementation and communication. Each designed to address a specific aspect
of project management while combining to form a comprehensive and effective
methodology.
P R OJ E CT MANAGE ME NT
Simple, scaleable 13-step process!
Organise people, thinking, and action
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B E NE F I T S
Become an advanced
process user and help
others apply process
thinking in their jobs. As
a certified facilitator and
coach, you will assist
your colleagues as they
solve difficult problems,
make tough decisions, set
priority, and plan ahead.
B E NE F I T S
One of the most effective
methods for embedding KT
skills in an organisation is
the Leader Development
Institute (LDI). The
experience prepares select
employees to assume
Programme Leader roles
with their organisations
and to deliver KT training.
Certify employees to deliver KT programmes
T R AI N- T HE - T R AI NE R
WOR K S HOP DE S CR I P T I ON
Employees from diverse companies train together to become certified as
instructors. LDIs are held throughout the year for Problem Solving & Decision
Making, Analytic Trouble Shooting, KT Resolve and Project Management.
Programme Leaders are internal training resources who can tailor the workshop
for different audiences, provide authentic examples and experiences related to the
participants own environment, and update the workshop structure to meet the
needs of the organisation.
Organisations commit a substantial amount of time and resources to the
development of Programme Leaders, who then capitalise on their organisations
investment to achieve tangible results. In essence, they become leaders of the
organisations rational process.
WHO S HOUL D AT T E ND/ P R E R E QUI S I T E
The LDI is a key part of a larger Programme Leader development process that
begins with the identification of qualified candidates and ends with a successful
first teach. To be considered for Programme Leader certification, you must attend
a 3-day (or longer) Problem Solving & Decision Making, Analytic Trouble Shooting,
Resolve or Project Management workshop depending on what workshop you will
be teaching. In addition, all candidates are interviewed by a KT professional and a
representative of your organisation. Final selections are based on pre-set criteria
that include experience and willingness to acquire the skills needed to serve as a
Programme Leader.
KT P ROCESS FACI L I TAT OR AND COACH
CERT I F I CAT I ON
Certify employees to support Problem Solving
& Decision Making in your organisation
WOR K S HOP DE S CR I P T I ON
This workshop is the final training requirement for Process Facilitator & Coach
certification. You deepen your understanding of the KT process concepts and
advance your abilities to facilitate and coach your colleagues in applying KT
processes. Through role modeling, you learn to lead others in typical facilitations
and build cross-functional troubleshooting teams who have the content expertise
needed to expedite solutions. You learn to identify opportunities for coaching
others in applying KT processes to real issues and help others clarify their
objectives and issues. You build advanced listening and questioning skills and learn
to tailor your approach to individual needs.
WHO S HOUL D AT T E ND/ P R E R E QUI S I T E
KT works with organisations to help select the best candidates and define their
roles. This workshop is part of a certification programme for Process Facilitators
and Coaches. Participants must have completed the approved KT workshops.
Certification requires successful on-site observation and review of application
write-ups by a KT coach.
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L AS T I NG VAL UE .