kt na 0809 catalog

M a n a g e M e n t e s s e n t i a l sProblem solving & Decision Making... page 4

Project Management Workshops... pages 12-15

B u i l D M a n u fa c t u r i n g e x c e l l e n c eanalytic trouble shooting for Manufacturing... page 6

M o r e s k i l l s f o r k t W o r k s h o P a l u M n inew! kt advanced issue resolution page 7

n e W W o r k s h o P f o r f i n a n c i a l s e r v i c e s introduction to incident and Problem Management page 10

M o r e g M P / c a Pa W o r k s h o P spages... 8-9

Kepner-Tregoe

W O R K S H O P S 2 0 0 8 - 2 0 0 9

Register online at www.kepner-tregoe.com C e l e b r a t i n g 5 0 Y e a r s1 9 5 8 2 0 0 8

PMI PDU CreDITsKepner-Tregoe has been recognized by the Project Management Institute (www.pmi.org) as a Global Registered Education Provider (provider #1163). Between 14-70

Professional Development Units (PDUs) are offered for Kepner-Tregoe workshops, depending on duration.

College CreDIT The American Council on Educations College Credit Recom- mendation Service (ACE CREDIT) has evaluated four of Kepner-Tregoes courses. For more information, visit ACE

Credits website http://www.acenet.edu/acecredit

Problem Solving & Decision Making (3 days) ............................................................................................2 Credits Project Management (3 days) ............................................................................................................................ 2 Credits KT Resolve (Problem Solving for Service and Support) (3 days) ..................................................2 Credits Analytic Trouble Shooting (ATSSM) (5 days).................................................................................................3 Credits

ConTInUIng eDUCaTIon UnITsContinuing Education Units (CEUs) are available for all Kepner-Tregoe workshops. CEUs are used to meet professional licensing requirements or state certification standards. One CEU is granted for every 10 hours of class participation.

nasBa CPe CreDITsContinuing Professional Education credits are offered for the following Kepner-Tregoe workshops:

Problem Solving & Decision Making (3 daysMgt. Advisory Svs.) ......................................................................................................................21 CPEs Project Management (3 daysMgt. Advisory Svs.) ...................................................................21 CPEs Managing People in Projects (2 daysMgt. Advisory Svs.) .................................................14 CPEs Project Logic (2 daysComputer Science) .....................................................................................14 CPEs

No prerequisites are required for these group-live workshops. For complaints and refunds, please contact Kepner-Tregoe at 888-892-0475. Kepner-Tregoe, Inc. is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Nashville, TN, 37219-2417. Web site: www.nasba.org.

O u R W O R K S H O P S

C O l l e g e a n d O t H e R C R e d i t S

I s s U e r e s o l U T I o n & C r I T I C a l T H I n K I n g s K I l l s

Problem solving & Decision Making ........... 4Enhance your career with the gold standard in critical thinking

kt analytic trouble shooting ..................... 6Premier training for a manufacturing environment: root cause analysis and risk management

new! kt advanced issue resolution ............ 7Review and develop advanced expertise in KT processes

Problem solving and Decision Making for investigations and caPas ......................... 8Accelerate, standardize, and improve investigations and CAPAs

new! conducting and Documenting investigations ............................ 9The next step in GMP and compliance

new! kt incident and Problem Management for financial services ............... 10An ITIL-aligned approach to improving service and support

introducing lean ..................................... 10Choose Lean Office or Lean Manufacturing to build value by driving out waste

T r a I n - T H e - T r a I n e r C e r T I F I C aT I o n

kt Process facilitator and coach certification ............................................... 11Certify your employees to support problem solving and decision making in your organization

kt leader Development institute ............... 11Certify employees to deliver KT programs

P r o J e C T M a n a g e M e n T

Project Management ............................... 12Improve project work with a systematic approach used in organizations worldwide

Decision-Driven Project Management ........ 14Improve project success with advanced decision-making skills

Managing People in Projects: unleashing the virtual Project team .............. 15Improve the performance of your most critical project resourcepeople

r e g I s T r aT I o n

registration information .......................... 16

software ................................................ 16Order KT desktop software products to support use of our processes

We are celebrating our 50th

anniversary of bringing

innovation through training and

consulting to companies around

the world. since our beginnings

in 1958, kt has pioneered

the development of critical

thinking skills with systematic

processes for addressing key

business issues. the past 50

years have been verification of

the strength of the kt rational

thinking processes in helping

individuals and organizations

meet business challenges.

Reg iS teR Onl ine at WWW.KePneR - t RegOe .COm/WORKSHOPS 800 -537 -6378 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 Exxon Mobil 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 Por t 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.

O n - S i t e P R O g R a m SThe majority of people who take our workshops attend them with co-workers in KT programs held on-site at work. KT on-site programs provide the most affordable and effective training option for groups of employees to address specific organizational needs. Our on-site programs are customized for your organization, relevant to your industry, and structured to get results. Any workshop in this catalog can be held on-site.

C O R P O R at e S u b S C R i P t i O n P R O g R a m Maximize your training dollars! We know it is often hard to get your team together, especially for professional development. Our corporate subscription program enables those organizations with a distributed workforce to see significant savings. Buy 5 or more seats at the reduced rate per participant and use them anytime in the next 12 months for any 3-day public workshop in the U.S., Canada, or Puerto Rico. Call for details.

i n d i v i d u a l e n R O l l m e n t P l a nReduce the cost of your KT investment! Take another, 3-day workshop within 12 months and pay only $1,500 tuition. Discounts apply as long as you continue KT training within 12 months of your last class.

K e P n e R - t R e g O e C e l e b R at e S

5 0 Y e a R S O f C O R P O R at e

P R O b l e m - S O lv i n g i n n O vat i O nC e l e b r a t i n g 5 0 Y e a r s1 9 5 8 2 0 0 8

B e n e F I T s

enhance your critical thinking skills with processes that dramatically improve the way you organize and analyze information. our process approach improves your ability to solve problems, make the best-balanced choices, measure risk and opportunity, and prioritize activities and concerns.

4

The gold standard in critical thinking skills

P R O b l e m S O lv i n g & d e C i S i O n m a K i n g

W O R K S H O P d e S C R i P t i O n 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 maximize your critical thinking skills, systematically organize and prioritize information, set objectives, evaluate alternatives, and analyze impact.

W H O S H O u l d at t e n d Managers and executives as well as anyone on staff 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.

W H at Y O u W i l l l e a R nDuring this workshop, you will learn to use four distinct processes and apply them to your work:

Situation Appraisal is used to separate, clarify, and prioritize concerns. When confusion is mounting, the correct approach is unclear, or too many tasks overwhelm plans, Situation Appraisal is the tool of choice.

Problem Analysis is used to find the cause of a positive or negative deviation. When people, machinery, systems, or processes are not performing as expected, Problem Analysis points to the relevant information and leads the way to the root cause.

Decision Analysis is used for making a choice. When the path ahead is not clear, when there are too many choices, or the risk of making the wrong choice is great, Decision Analysis clarifies the purpose and balances risks and benefits to arrive at a solid and supported choice.

Potential Problem/Opportunity Analysis is used to protect and leverage actions or plans. When a project simply must go well, risk is high, or things could go wrong, Potential Problem Analysis reveals the driving factors and identifies ways to lower risk. Conversely, Potential Opportunity Analysis helps you identify and benefit from new opportunities.

HOW YOu Can uSe PROblem SOlv ing & deC i S iOn maK ingSolve Problems Find the root cause of a problem before investing in expensive corrections Use incisive questioning techniques to access relevant information Standardize activities by effectively eliminating variation

Plan Ahead Break down large concerns into manageable pieces and prioritize them Protect business plans with preventive actions Deal rationally and constructively with emergency situations

Make Decisions Use weighted objectives to guide decision making Evaluate alternatives against objectives Document recommendations to higher levels of management by showing

the structured thinking behind decisions

Hours

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

5.5

6.0

6.5

7.0

7.5

8.0

8.5

daY One

Lunch

Break

Break

Review & Opportunity

PA Application (Spec & Test)

Questioning Discovery

PA Discovery

PA Basics Practice

(Specification)

PA Basics Practice (Finish Spec & Test)

Opening Briefing

Process Overview

SA Teach

PA Introduction

PA Demo

PA State & Specify Teach

PA Evaluate & Confirm Teach

daY tWO

DA Application (Choose in Group)

Distinctions & Changes Practice (Speci-

fication)

Distinctions & Changes Practice

(Evaluate & Confirm)

DA Practice (Objectives)

DA Practice (Alternatives & Risks)


Review Day 1

Questioning Skills Teach

Distinctions & Changes Teach

DA Clarify Purpose Teach

DA Evaluate & Choose Teach

Lunch

Break

Break

daY tHRee

Final Planning

PPA or POA Application

(Single Action)


SA Application

PPA or POA Practice

Questioning & Listening Exercise

SA Exercise

Summary & Evaluation

Review Day 2

PPA/POA Basics Teach

PPA Techniques Teach

Listening Teach

SA Review & Teach

Lunch

Break

Break


This workshop will pay for itselfagain and again!

teaCHing

PRaCtiCe

aPPliCatiOn

45%

32%

23%

Price: $1,795 USD Call for Canadian price.Workshop hours are 8:30 to 5:00. Dress is business casual.

2008 - 09 SCHEDULE

Hours

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

5.5

6.0

6.5

7.0

7.5

8.0

8.5

daY One

Lunch

Break

Break


PA Application (Spec & Test)

Questioning Discovery

PA Discovery

PA Basics Practice

(Specification)

PA Basics Practice (Finish Spec & Test)

Opening Briefing

Process Overview

SA Teach

PA Introduction

PA Demo

PA State & Specify Teach

PA Evaluate & Confirm Teach

daY tWO

DA Application (Choose in Group)

Distinctions & Changes Practice (Speci-

fication)

Distinctions & Changes Practice

(Evaluate & Confirm)

DA Practice (Objectives)

DA Practice (Alternatives & Risks)


Review Day 1

Questioning Skills Teach

Distinctions & Changes Teach

DA Clarify Purpose Teach

DA Evaluate & Choose Teach

Lunch

Break

Break

daY tHRee

Final Planning


(Single Action)


SA Application

PPA or POA Practice

Questioning & Listening Exercise

SA Exercise

Summary & Evaluation

Review Day 2

PPA/POA Basics Teach

PPA Techniques Teach

Listening Teach

SA Review & Teach

Lunch

Break

Break

f e at u R e SBefore the workshop, you will receive pre-work that helps you identify issues that you can work on during class. During the workshop, over half of your time is spent on applying what you learn. After the workshop, KT professionals are available by phone or e-mail, and fellow KT practitioners share an online users forum to assist you in using new skills.

l O O K i n S i d e K t P R O b l e m a n a lY S i SA key step in Problem Analysisone of the processes you will learn in this workshopis to develop a problem specification. By asking the problem specification questions, you begin to eliminate data that is not relevant and focus on information that will help solve the problem.

Specify a problem by asking these questions:

I s I s n o T

W H AT has the deviation? could have, but does not?

is the specific deviation? other possible deviations but are not?

W H E R E is the object? else could the object be, but is not?

is the deviation on the object? else could it be on the object, but is not?

W H E N was the deviation first observed? else could it have been first observed, but was not?

since that time has it been seen (pattern)?

since could it have been observed, but was not?

in the objects history or life cycle was it seen first?

else could it have been observed, but was not?

e X T e n T How many objects have the deviation?

How many could have, but do not?

What is the size of a single deviation?

What size could it be, but is not?

How many deviations are on each object?

How many deviations could we have, but do not?

What is the trend? What could be the trend, but is not?

e t H i n K

Our eThink software supports the use of Problem Solving & Decision Making. See the back cover for information about ordering eThink software.

Sep 09-11, 08 Princeton, NJ

Sep 16-18, 08 San Francisco, CA

Oct 06-08, 08 Toronto, ON

Oct 14-16, 08 Cincinnati, OH

Nov 11-13, 08 Atlanta, GA

Nov 18-20, 08 Metro Chicago, IL

Dec 02-04, 08 Princeton, NJ

Dec 09-11, 08 San Francisco, CA

Jan 27-29, 09 Atlanta, GA

Feb 10-12, 09 Toronto, ON

Feb 24-26, 09 Chicago, IL

Mar 3-5, 09 San Francisco, CA

Mar 17-19, 09 Princeton, NJ

Mar 24-26, 09 St. Louis, MO

Mar 31-Apr 2, 09 Orlando, FL

Apr 21-23, 09 Boston, MA

Apr 28-30, 09 Washington, DC

May 5-7, 09 Calgary, AB

May 5-7, 09 Houston, TX

May 12-14, 09 Chicago, IL

Jun 2-4, 09 San Francisco, CA

Jun 9-11, 09 Toronto, ON

Jun 23-25, 09 Princeton, NJ

Jul 14-16, 09 San Jose, CA

Jul 21-23, 09 Atlanta, GA

Jul 28-30, 09 New York, NY

Aug 18-20, 09 Chicago, IL


Sep 22-24, 09 Dallas, TX


Oct 6-8, 09 Atlanta, GA

Oct 27-29, 09 Boston, MA

Nov 3-5, 09 Chicago, IL

Nov 10-12, 09 Toronto, ON

Dec 1-3, 09 San Francisco, CA


B e n e 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-true approach that is used in manufacturing environments throughout the world.

66

Root cause analysis and risk management for manufacturing

a n a lY t i C t R O u b l e S H O O t i n g

W O R K S H O P d e S C R i P t i O n 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 programs. Over 70% of the workshop is spent on application and case study practice to ensure that you can apply your new skills at work.

W H O S H O u l d at t e n d Anyone working in a production environment will benefit from this workshop.

W H at Y O u W i l l l e a R n This program focuses on two fundamental skill areas: Find Cause and Take Action. Each skill is broken down into separate processes to use on the job:

Recognize 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 a detai led blOCK Outl ine Of tHe tOPiCS COveRed in tHiS 3 -daY WORKSHOP, COntaCt YOuR Kt aCCOunt manageR OR Call 800 -537 -6378.

Price: $1,795 Group discounts are available.Workshop hours are 8:30 to 5:00.Dress is business casual.

Oct 21-23, 08 Dallas, TX

Apr 28-30, 09 Atlanta, GA

Jun 16-18, 09 Dallas, TX

Oct 6-8, 09 Princeton, NJ

2008-09 SCHEDULE

B e n e F I T s

this workshop is among the prerequisites for Process facilitator/coach certification. it accelerates your ability to use kt processes to resolve issues and helps you achieve new levels of expertise in systematically resolving issues by using data, knowledge, and logic.

Reg iS teR Onl ine at WWW.KePneR - t RegOe .COm/WORKSHOPS 800 -537 -6378 7Reg iS teR Onl ine at WWW.KePneR - t RegOe .COm/WORKSHOPS 800 -537 -6378 7

W O R K S H O P d e S C R i P t i O nDuring this 4-day workshop, deepen your understanding of the systematic KT approaches to solving problems, making decisions, setting priority, and managing risk and opportunity. As you develop advanced troubleshooting skills and techniques, you will begin to apply them to the issues you face on the job.

This workshop reviews the issue resolution skills you acquired in your first KT workshop and takes them to a new level of expertise. You will refine your management skills with a tried-and-true approach to managing human performance and you learn when and how to involve others in decision making, troubleshooting, and other issue resolution activities. During this intensive, small-group learning experience, you will acquire key managerial skills and enhance how you use data and logic. Participants receive a copy of KT eThink Desktop software and an overview of using eThink to resolve the issues you face in your organization.

W H O S H O u l d at t e n d / P R e R e q u i S i t eAnyone who wants to develop advanced expertise in KT issue resolution processes will benefit from this intensive training session.

Prerequisite: You must have completed one of the Kepner-Tregoe Problem Solving & Decision Making, Analytical Trouble Shooting, or KT Resolve workshops (3 days or longer, offered as pubic or in-company workshops). Public workshops that act as a prerequisite and are currently offered in North America include: Problem Solving & Decision Making, Analytic Trouble Shooting for Manufacturing, and Problem Solving & Decision Making for CAPAs. This workshop is a prerequisite for the Facilitator and Coach workshop, a certification program that requires pre-approval for participation (see page 11 for details).

W H at Y O u W i l l l e a R nReview and advance the skills you acquired in our 3-day Problem Solving & Decision Making, KT Resolve, or Analytic Trouble Shooting workshops and develop advanced expertise in applying these skills to work-related issues

Learn special-situation techniques for issue resolution

Build your capabilities in managing others by using issue resolution skills and applying the KT model for managing human performance to integrate change and improvements

Learn when and how to involve others in issue resolution

Build key skills that can enhance your career

Add advanced troubleshooting skills to your organization

Work with your instructor to improve your use of KT processes as you address your own work-related issues

Use KT processes with greater ease and accelerate issue resolution

Take the next step towards certification as a KT Process Facilitator/Coach. Please note: consideration for certification requires approval from your organization and KT

Review and build advanced expertise in KT issue resolution processes

K t a d va n C e d i S S u e R e S O l u t i O n


May 5-8, 09 Princeton, NJ

Aug 18-21, 09 Princeton, NJ

Please call for pricing. Group discounts are available.Workshop hours are 8:30 to 5:00. Dress is business casual.

2008-09 SCHEDULE

B e n e 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 organizations worldwide to meet the challenges of operating in a regulated environment efficiently and economically.

8

Possible Causes Does not explain

Explains only if

WHAT

What object?

What deviation?

WHERE

Where geographically?

Where on the object?

WHEN

When first?

When since?

When in the life cycle?

EXTENT

How many objects?

What is the size?

How many deviations?

What is the trend?

State the problem Include both the object and the deviation in the

sentence.

IS

IS NOT

Describe ProblemUse distinctions and changes

, or

What is different, odd, special, or unique about an IS

compared to its IS NOT?

Distinctions ChangesSpecify the problem

What changed in, on, around, or about each distinction?

When did the change occur?

Copyright 1996-2006 Kepner-Tregoe, Inc. All Rig

hts Reserved. 4/28/06 E/PDA00-HD103b

knowledge and experience How could each

Change Change plus distinction

Change plus change

Distinctioncause this deviation?

Problem Analysis

Confirm True Cause

Use: Verify assumptions

Observe

Experiment

Try a fix and monitor

Test possible causes

If ___ is the true cause of ___, how does it explain both

the IS and the IS NOT information?

Determine the most probable cause

Which cause best explains the IS and IS NOT information?

Identify Possible Causes

Evaluate Possible Causes

Name: Date:

PROblem SOlving & deCiSiOn maKing

fOR inveStigatiOnS and CaPas

d e S C R i P t i O n 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 recognize opportunities for ongoing improvement. Using our FDA-recognized, 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.

W H O S H O u l d at t e n dAnyone 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.

W H at Y O u W i l l l e a R nBy 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 investigationsListing and prioritizing issues relevant to the investigationUsing 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 situationsWriting 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

Price: $1,795 Group discounts are available.Workshop hours are 8:30 to 5:00. Dress is business casual.

Sep 30-Oct 02, 08 Princeton, NJ

Feb 9-11, 09 Princeton, NJ

Feb 10-12, 09 Puerto Rico

Jun 9-11, 09 Chicago, IL

Jun 9-11, 09 Puerto Rico


Dec 1-3, 09 Indianapolis, IN

2008-09 SCHEDULE

B e n e F I T s

the kt approach to conducting and documenting investigations helps ensure compliance with fDa cgMP requirements. it is used in organizations worldwide to improve the quality and speed of completing investigations and satisfying fDa requirements for documentation.


Issue RegisterClear PrioritiesAction PlanResolution TeamWarning Letters

Findings

Injunctions

Observations

Internal Audits

Forecast/Plan/Distribution Records

Material Review Board Findings

In-Process DataControl

Calibrations

Product Quality Reviews

Validations

Complaints & Recalls

Situation AppraisalIdentify Concerns Set PriorityPlan Next StepsPlan Involvement

Problem AnalysisDescribe ProblemIdentify Possible Causes Evaluate Possible CausesConrm True Cause

Decision AnalysisClarify PurposeEvaluate AlternativesAssess RisksMake Decision

Potential Problem(Opportunity) AnalysisIdentify Potential ProblemsIdentify Likely Causes Take Preventive (Promoting) ActionPlan Contingent (Capitalizing) Action

DocumentSelect the InformationFormat the InformationIllustrate the InformationPresent the Information

INPUTPROCESS OUTPUT

Should

Actual

Deviation

KnowRisks?

KnowRoot

Cause?

KnowCAPA?

YES

YES

YES

NO

NO

NO

WrittenInvestigation

Corrective Action/Preventive Action Planned, Implemented, and Monitored

Best BalancedCorrective Action/Preventive Action Consciously Selected

Root CauseConrmed

NEW! COnduCting and

dOCumenting inveStigatiOnS

d e S C R i P t i O nIn this intensive, 2-day work session, you will review KTs acclaimed process approach to CAPA and then build advanced skills in using KT Problem Analysis to find root cause. We will also review using Decision Analysis and Potential Problem Analysis to select appropriate corrective and preventive actions, and show how to integrate KT tools into Six Sigma and Lean methods to drive robust investigations. Then, you will learn effective technical writing principles to document your findings. By integrating a systematic approach to analysis into conducting and documenting investigations, you will improve compliance by eliminating recurring problems with appropriate CAPAs and streamlining the review process with well written investigations.

W H O S H O u l d at t e n d / P R e R e q u i S i t eParticipants must have completed Problem Solving & Decision Making for Investigations and CAPAs. This work session benefits individuals and groups who are actively involved in efforts to find root cause and to document investigations.

W H at Y O u W i l l l e a R nYou will advance your skills in performing and documenting investigations by achieving these and other objectives:

Reduce time to find root cause Decrease average time to closureReduce outstanding investigations Reduce recurring problemsIncrease accuracy of investigations Improve ratings on internal auditsAvoid FDA 483s/Warning Letters Speed reviews and approvals

The next step in building GMP and compliance

Use the acclaimed KT processes to address the deviations affecting compliance, production, and quality issues


Mar 10-11, 09 Puerto Rico

Jul 27-28, 09 Puerto Rico

Oct 1-2, 09 San Francisco, CA


Combine this workshop with the Problem Solving & Decision Making for CAPAs workshop for a com-bined price of $2,395. Workshops may be taken the same week or anytime within a 12-month period. Register separately for each workshop. Discounts will be made at time of billing.

2009 SCHEDULE

B e n e F I T s

are you ready for lean? are you up to speed on lean concepts? choose lean office or lean Manufacturing for our three-day introduction to lean. this workshop helps you begin your lean journey or accelerate your contribution to an existing lean program.

B e n e F I T s

incident and problem management are at the heart of customer support and are essential to transitioning to itil v3. kt troubleshooting is used in support organizations to gain control, take the right action, prevent incidents, and influence the future when problems occur. our systematic approaches are recognized as best practice for service and support in organizations worldwide.

Build value by driving out waste

i n t R O d u C i n g l e a n

W O R K S H O P d e S C R i P t i O nLearn KT Incident Mapping, a holistic approach to Incident Management that helps you to understand incidents so that you can act swiftly and effectively, and understand the basics of KT Problem Analysis, the world renowned approach to systematic troubleshooting.

W H O S H O u l d at t e n dThis workshop will benefit service and support professionals 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, and OD professionals seeking programs to build their organizations service management capabilities.

W H at Y O u W i l l l e a R nKT Incident and Problem Management for Financial Services provides an overview of programs and processes that dramatically improve service and support against your organizations key metrics including customer satisfaction, costs of critical incidents, MTTR, and more.

NEW! K t i n C i d e n t a n d P R O b l e m m a n a g e m e n t f O R f i n a n C i a l S e R v i C e S

Introduction to an ITIL-aligned approach to improving service and support


Apr 14-16, 09 San Francisco, CA


W O R K S H O P d e S C R i P t i O nChoose our Lean Office or Lean Manufacturing workshop. These programs incorporate 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.

W H O S H O u l d at t e n dThis workshop is recommended for anyone who is new to Lean concepts.

W H at Y O u W i l l l e a R nIntroducing Lean has 9 modules that address the major Lean concepts and provide tools for applying them, including: Introduction to Lean, Value Stream Mapping, 5S, Lean Simulation, Rapid Improvement Process (Kaizen), Spaghetti Diagrams, Standardization, Elimination of Waste, Mistake Proofing, and Pull Systems.

Additional topics for Lean Office include: Lean Metrics for Office and Visual Management in Office

Additional topics for Lean Manufacturing include: SMED/Quick Changeover and Visual Management

10

2009 SCHEDULE




Nov 17-19, 09 Princeton, NJ

2008-09 SCHEDULE

B e n e 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 n e F I T s

one of the most effective methods for embedding kt skills in an organization is the leader Development institute, commonly referred to as an lDi. the experience prepares select employees to assume Program leader roles with their organizations and to deliver kt training.

Build value by driving out waste

Certify employees to deliver KT programs

K t l e a d e R d e v e l O P m e n t i n S t i t u t e

W O R K S H O P d e S C R i P t i O nEmployees 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.

Program 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 organization.

Organizations commit a substantial amount of time and resources to the development of Program Leaders, who then capitalize on their organizations investment to achieve tangible results. In essence, they become leaders of the organizations rational process community of practice.

W H O S H O u l d at t e n d / P R e R e q u i S i t eThe LDI is a key part of a larger Program Leader development process that begins with the identification of qualified candidates and ends with a successful first teach. To be considered for Program 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 organization. Final selections are based on pre-set criteria that include experience or willingness to acquire the skills needed to serve as a Program Leader.

PSDM/ATS Nov 2-14, 08 Princeton, NJ

PSDM/ATS Jan 25-Feb 6, 09 Princeton, NJ

PSDM/ATS Apr 19-May 1, 09 Princeton, NJ

PSDM/ATS Aug 2-14, 09 Princeton, NJ

PSDM/ATS Nov 1-13, 09 Princeton, NJ

PM Oct 19-31, 08 Princeton, NJ

PM Mar 22-Apr 3, 09 Princeton, NJ

PM Oct 18-30, 09 Princeton, NJ

For pricing and certification information, contact your KT account manager, call: 800-537-6378, or e-mail [email protected].

K t P R O C e S S fa C i l i tat O R a n d C O a C H C e R t i f i C at i O n

Certify employees to support Problem Solving & Decision Making in your organization

W O R K S H O P d e S C R i P t i O nThis four-day 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.

W H O S H O u l d at t e n d / P R e R e q u i S i t eKT works with organizations to help select the best candidates and define their roles. This workshop is part of a certification program 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.


2008-09 SCHEDULE



Aug 24-27, 09 Princeton, NJ

For pricing and certification information, contact your KT account manager, call: 800-537-6378, or e-mail [email protected].

2008-09 SCHEDULE

B e n e 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 enhances your use of project management software. Manage any type of project, large or small, using a process approach that draws on our acclaimed methods for problem solving, decision making, and managing human performance. aligned with the PMis Project Management Body of knowledge, kt Project Management is used in organizations worldwide to ensure that projects are delivered on time, on budget, and with the desired results.

12

W O R K S H O P d e S C R i P t i O nKT 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.

W H O S H O u l d at t e n dProject 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.

W H at Y O u W i l l l e a R nKT Project Management is four, distinct processes, each designed to address a specific aspect of project management while combining to form a comprehensive and effective methodology.

Definition is used to appraise the need for the project and clarify timing, cost, and performance parameters. It also identifies specific results and the value that the project should produce, balanced against the appropriate level of available resources.

Planning is used to determine who will do what and when. Planning combines the technical sequencing and scheduling of deliverables and resources with people-oriented tasks such as gathering the right people for project work and gaining their commitment to project success. It also includes managing project risk by using the KT Potential Problem Analysis process.

Implementation addresses the controlled and effective use of resources to achieve project results. It includes overcoming the common pitfalls that befall many projects, and monitoring and responding to project issues. It includes efforts to ensure that project goals are achieved and to leverage new opportunities.

Communication is woven throughout definition, planning, and implementation. It includes distinct leadership skills for managing human performance and addressing stakeholder involvement and satisfaction.

P R O j e C t m a n a g e m e n t

Organize people, thinking, and action

12


Simple, scaleable 13-step process!

Price: $1,795 USD Call for Canadian price.Workshop hours are 8:30 to 5:00. Dress is business casual. Combine this workshop with any two-day workshop for a combined price of $2,395. Workshops may be taken the same week or anytime within a 12-month period. Register separately for each workshop. Discounts will be made at time of billing.

daY One daY tWO daY tHReeHour

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

5.5

6.0

6.5

7.0

7.5

8.0

8.5

Application

Application

Application

RAM Exercise

Network Exercise

Gantt Exercise

Review Day 1

Planning Basics Teach






Break

Lunch

Break

Opening Briefing


Definition Basics Teach

Definition Basics Teach

Discovery Exercise

Application

Break

Case Practice

Case Practice

Project Mgr. Selection

Project Management Overview

Break

Lunch

Application

Application

Plan for Continued Ap-plication

Discovery Exercise

Monitor Project Exercise

Modify Project Exercise

Review Day 2

Project Communication Teach

Performance System Teach

Implementation Basics Teach

Implementation Basics Teach

Closeout & Evaluation

Break

Lunch

Break

teaCHing

PRaCtiCe

aPPliCatiOn

46%

30%

24%

a l O O K i n S i d e K t P R O j e C t m a n a g e m e n tObjectives establish the criteria that will guide the project. They explain why you are doing a project rather than how. At the end of a project, you can evaluate its success by how you met these objectives. Listed below are some guidelines that can help you develop these objectives.

Good Objectives are Poor Objectives are

Stated in terms of specific end results

Stated in terms of activities, deliverables, features, or processes

Each limited to a single, important result

More than one objective in the statement

Clearly stated Compound, too broad

Achievable in a stated time period

Never fully achievable in a stated time period

Related to the outcome of the project

Ambiguous in defining what is expected

Important to the success of the project

Not of real consequence

Precisely stated in terms of quantities, if possible

Too brief, indefinite, long, or complex

Definite measurement standards methods

Theoretical, idealistic, and/or impractical

Formally documented Verbalized only; assumed to be understood

A mix of short-and long-term objectives

Either all short- or long-term objectives

Unique Duplicates or restates of other objectives

Sep 16-18, 08 Dallas, TX


Oct 14-16, 08 Atlanta, GA

Oct 21-23, 08 Toronto, ON

Nov 10-12, 08 San Francisco, CA

Nov 18-20, 08 Boston, MA

Dec 02-04, 08 Metro Chicago, IL


Jan 20-22, 09 Toronto, ON

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. See back cover for information about ordering Project Logic software.

2008-09 SCHEDULEFeb 3-5, 09 San Francisco, CA


Mar 10-12, 09 Atlanta, GA

Mar 17-19, 09 Dallas, TX

Apr 14-16, 09 Chicago, IL

Apr 21-23, 09 San Jose, CA

Apr 28-30, 09 Puerto Rico

May 12-14, 09 Calgary, AB

May 19-21, 09 Boston, MA

Jun 2-4, 09 Toronto, ON

Jun 16-18, 09 Princeton, NJ


Jul 14-16, 09 Chicago, IL

Aug 11-13, 09 Atlanta, GA

Aug 11-13, 09 Puerto Rico

Sep 15-17, 09 Toronto, ON


Oct 20-22, 09 San Francisco, CA

Oct 27-29, 09 Houston, TX

Nov 17-19, 09 Atlanta, GA


Dec 8-10, 09 Chicago, IL

B e n e F I T s

Decision making is a key tactical skill that every project manager and project team member should possess. a robust decision-making process allows projects to move smoothly from initiation to closure.

14

Decisions influence project success or failure

d e C i S i O n - d R i v e n P R O j e C t m a n a g e m e n t

Hour

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

5.5

6.0

6.5

7.0

daY One

Opening Briefing

Issue Identification, Clarification, Priority

Setting

SA Application (cont.)

Discovery Exercise

Action Planning & Involvement

DA Application

SA Application

Decision Statement & Objective Setting

KT PM Process Overview

SADA in Project Implementation


daY tWO

Presenting Recommendations & Negotiating Approval

DA Application

Preventing & Mitigating Risks

Promoting & Capitalizing on Opportunities

Review Day 1

Evaluating Alternatives, Assessing Risks

Using DA Creatively

Risk Application

Assessing Recommendations

Presenting & Assessing Application

Opportunity Application


W O R K S H O P d e S C R i P t i O nCombining theory, practice, and application, this workshop helps you learn and apply a decision-driven approach to project management that brings new efficiency to your project work and improves the quality of your projects. Over the course of a projects lifecycle, some decisions are straightforward yet highly critical, such as selecting vendors, contractors, and equipment, assigning responsibilities, and scheduling deliverables. Others are more challenging, such as selecting project objectives, deciding whether to continue or kill the project, or determining how to proceed to the next phase of a project. No matter the size or complexity of the project, this workshop helps you act on the decision points that influence the progress of the project and actively balance stakeholder expectations with the best possible choices.

W H at Y O u W i l l l e a R nYou will learn to appraise situations and pinpoint when decisions need to be made, develop critical business skills, and practice using tools and techniques for immediate application. At the end of the workshop, you will be able to:

Scan your projects during implementation and at milestone reviews to pinpoint areas of concern, clarify concerns for resolution, and know who to involve in resolving these concerns

Write clear decision statements and develop decision objectives for the choices you face as you implement your projects

Evaluate available alternatives using decision objectives and risk analysis to select the bestbalanced choices

Prevent and mitigate the risks associated with your decisions and seek ways to capitalize on any opportunities

Report on your choices and the thinking behind them to negotiate necessary approvals



Price:$ 1,295. Group discounts are available.Workshop hours are 8:30 to 5:00. Dress is business casual. Combine this workshop with any three-day workshop for a combined price of $2,395. Workshops may be taken anytime within a 12-month period. Register separately for each workshop. Discounts will be made at time of billing.

2008-09 SCHEDULE

W H O S H O u l d at t e n d This workshop will improve the decision-making abilities of key project contributors, such as the project sponsor, the project manager, the program manager, and the project team members. A prerequisite to attending is that you are currently involved on a project that you can work on during the workshop. It is offered as a stand-alone workshop or in combination with the KT Project Management workshop.

14

B e n e F I T s

one of the biggest challenges on any project is getting people to do what they need to do in order to achieve project objectives. Project work demands more than a traditional manager-worker relationship.this workshop gives you a set of management tools for creating the conditions for successful project performance and for motivating and guiding the actions of everyone involved in your projects.


Improve the performance of your most critical project resourcepeople!

W O R K S H O P d e S C R i P t i O nWe combined the power of our proven project management process with our models for managing peoples performance and managing involvement. The workshop focuses on improving your ability to manage projects and the people who work on them.

W H at Y O u W i l l l e a R nManaging People In Projects: Unleashing the Virtual Project Team helps you understand the inter-relationships among the project setting, participants, behaviors and consequences, and use this knowledge to improve project performance. You learn whom to involve in a project, and when and how to involve them. You learn to set expectations, track and analyze performance, and provide feedback to people involved in your projects. This effective management approach gives you the tools to analyze why people are not performing on projects and revise their approach. Ideal for anyone working in a resource-scarce environment, Managing People in Projects helps you get people to want to work on your projects and provides you with the tools to manage their performance more effectively to improve your project success.

Hour

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

5.5

6.0

6.5

7.0

7.5

8.0

8.5

daY One

Opening Briefing

Performance System Overview

Discovery Case


Project Management Overview

Response, Performer Practice

Response, Performer Teach

Situation Application

Situation Case Practice

Situation Teach

Break

Lunch

Labeling Exercise

Break

Response, Performer Application

daY tWO


Review Day 1

Consequences Discovery

Consequences Application

Consequences Teach

Consequences Case Practice

Feedback Teach

Solution Development Teach

Feedback Application

Feedback Case Practice

Solution Development Application

Managing Involvement Case Practice

Managing Involvement

Teach

Break

Lunch

Break

Managing Involvement Application

teaCHing

PRaCtiCe

aPPliCatiOn

50%

32%

18%

m a n a g i n g P e O P l e i n P R O j e C t S : u n l e a S H i n g t H e v i R t u a l P R O j e C t t e a m

Sep. 25-26, 08 Princeton, NJ

Nov. 13-14, 08 San Francisco, CA




Price:$ 1,295. Group discounts are available.Workshop hours are 8:30 to 5:00. Dress is business casual. Combine this workshop with KT Project Management workshop for a combined price of $2,395. Workshops may be taken anytime within a 12-month period. Register separately for each workshop. Discounts will be made at time of billing.

2008-09 SCHEDULE

W H O S H O u l d at t e n dManaging People in Projects is appropriate for both novice and experienced project managers and is relevant to anyone working in a project environment. It is offered as a stand-alone workshop or in combination with the KT Project Management workshop.

O n l i n e :www.kepner-tregoe.com

R e g i S t e R f O R a K t W O R K S H O P

Adelaide, AustraliaApeldoorn, NetherlandsAuckland, New ZealandBangkok, ThailandBrisbane, AustraliaDublin, IrelandDusseldorf, GermanyEdinburgh, Scotland

Frankfurt, GermanyGeneva, SwitzerlandKansai, JapanKuala Lumpur, MalaysiaMelbourne, AustraliaMunich, GermanyParis, FrancePerth, Australia

9/08 700-10-P361008A Copyright 2008 Kepner-Tregoe, Inc. All Rights Reserved. KL684.b

WWW.KePneR-tRegOe.COm

For Microsoft Office Project

Project Logic

P R O j e C t l O g i CProject Logic is a software overlay for Microsoft Project that makes it easier to learn, use, and get the full value from Microsofts popular project management software. It provides a bridge between KT Project Managements powerful step-by-step approach and the robust support provided by Microsoft Project.

KT is a registered member of the Microsoft Partner Program and a Microsoft Solution Provider.

e t H i n K d e S K t O PeThink supports use of four major KT processesSituation Appraisal, Problem Analysis, Decision Analysis, and Potential Problem/Opportunity Analysisto address management issues. Our popular software provides real-time electronic coaching, record keeping, and helpful examples. Results are integrated into convenient reports for communicating and documenting the thinking behind solutions, decisions, and plans.

b Y P H O n e :800-537-6378 (toll free in U.S. & Canada)

C a n C e l l at i O n S :Cancellations and rescheduling requests received within three business days prior to the start of the workshop are subject to a $250 service charge. You may transfer to another workshop or send a substitute. Participants who do not attend a scheduled session without notifying Kepner-Tregoe will be charged the entire workshop fee. Call 800-537-6378 for refunds/cancellations/concerns.

KT will confirm the workshop schedule for the session ten (10) business days prior to the date of the session. In the event that two (2) weeks prior to the date of the session the minimum number of participants for the session have not enrolled, KT shall have the right to cancel any such session without any liability to [client] for travel expenses incurred or otherwise. KT strongly encourages [client] either to make all travel arrangements related to the KT workshop session after KT confirms the session or to ensure that travel expenses are refundable in the event KT elects to cancel any such session due to insufficient enrollment.

q u e S t i O n S ?Use our toll free line or e-mail [email protected]

i n - C O m Pa n Y W O R K S H O P S :Call your account manager or toll free: 800-537-6378

K t S O f t Wa R e C a n b e P u R C H a S e d O n l i n e at t H e K t W e b S t O R e : W W W. K e P n e R - t R e g O e . C O m / W e b S t O R e

SingaporeSydney, AustraliaTaipei, TaiwanTokyo, JapanWellington, New ZealandWindsor, England

W O R K S H O P S O u t S i d e n O R t H a m e R i C a

2008-09 Workshops also are scheduled at these global locations:

kt na 0809 catalog

Documents