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Chapter 8. Problem-Solving/Decision-Maki... > Sample Problem-Solving/Decision-Maki...

Sample Problem-Solving/Decision-Making Outline

Here’s an actual example of how the PS/DM outline was used to solve a team problem…

PROBLEM DEFINTION
1. Recognition

Trouble with new 24-hour monitored alarm system.

Frustrating, doesn’t do everything promised.

Terrible service, don’t show for appointments.
2. Label Can’t hear tripped alarm in work area as demonstrated by sales representative.
3. Analysis

Poor service so customer problems don’t get fixed.

Too big, busy and disorganized.

Communication breakdown between phone service reps, technicians and maintenance supervisor.

Demonstrated last year’s model with internal alarm.
Root Cause: The new model installed doesn’t have the internal alarm capability demonstrated by the sales representative.



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