Kepner-Tregoe ® High Severity Incident Management

Course details

Take the next step in maximizing your critical thinking skills for improved service performance. This course is designed exclusively for learners who have successfully completed the KT Foundation course. It is the next step in developing expertise in the area of High Severity/Major Incident Management towards becoming a high performance “trouble-shooter”.

Participants will have already gained an overview of the core KT skills: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. During the KT High Severity Incident Management workshop they will be introduced to additional Incident Handling skills to restore service:

•  Using Situation Appraisal and Problem Analysis “at speed”— how to drive structured service restoration under time pressure
•  Advanced Incident Management techniques—managing the “end-to-end” process of service restoration
•  Facilitation of Major Incidents—leading the incident resolution process

About Kepner-Tregoe:

Founded in 1958, Kepner-Tregoe, based in Princeton, New Jersey, is the international leader in developing critical thinking skills. Kepner-Tregoe is a global leader in improving business performance through proprietary organizational transformation and troubleshooting methodologies. This proven methodology has been used to maximize service performance at international organizations, such as NASA, IBM, Sun Microsystems, RIM and Siemens.

Learning Objectives:

Key components of the KT workshop are:

•  A discovery case to assess current approaches to Problem Management and compare them to the KT approach
•  The KT “process teaches” method, which introduce the KT concepts in a step-by-step approach
•  A series of case studies that allow participants to test their understanding of the techniques in a structured/simulated environment
•  Coaching and feedback by the instructor to reinforce the learning
•  Structured discussions about how the KT processes get implemented to drive hard results