Art of Managing Expectation

Introduction

This program teaches skills that boost better results through increased understanding and effective implementation of the problem-solving and decision-making processes. It helps sharpen your skills and empowers you to take the best possible actions in any given situation.

Course objectives

After completing the training, you should be able to:

• Create depth in the thinking process
• Communication essentials on how to manage the customers' expectation
• Develop higher level of problem-solving competency
• Improve logical and critical thinking mode
• Inculcate diagnostic and analytical thinking approach
• Make effective decisions

Key Content

Module 1: Problem solving cycle

• Problem definition
• Data collection
• Analysis study
• Solution development
• Implementation and monitoring

Module 2: Data check sheet

• Questions to ask
• Analysis fact finding
• Selecting the right data
• Data collection and check sheet
• Summarize and make a conclusion

Module 3: Pareto diagram

• Converting data for analysis
• Being effective prioritizing actions
• Developing the Pareto diagram
• The Pareto line
• Getting more done with less

Module 4: Fishbone

• Generating possible causes
• The 6Ms
• Developing fishbone diagram
• Fishbone diagram with T/F circle

Module 5: The why-why analysis

• Discovery questioning
• The 5W1H / Starbusting
• The questioning funnel
• The art of curiosity
• Drilling down for the root cause

Module 6: Graph & data monitoring and selection matrix

• Setting control lines for effective monitoring
• Making decisions with multiple considerations
• Selecting choices
• Confirming criteria
• Making analytical decisions

Module 7: 3D action planning and considerations, pros & cons

• 3 levels of action
• Thoroughness
• Recommendations
• Linking fishbone to presenting improvement ideas
• Risk assessment and mitigation
• Reasoning
• Reflection

Target Audience

This program is suitable for Senior Executives, Executives, Supervisors and Team Leaders.