KT Na 0809 Catalog

MANAGE ME NT E SSE NT I AL S
Problem Solving & Decision Making... page 4

Project Management Workshops... pages 12-15
BUI L D MANUFACT URI NG
E XCE L L E NCE
Analytic Trouble Shooting for
Manufacturing... page 6
MORE SKI L L S F OR KT
WORKSHOP AL UMNI
New! KT Advanced Issue Resolution page 7
NE W WORKSHOP F OR
F I NANCI AL SE RVI CE S
Introduction to Incident and Problem
Management page 10
MORE GMP /CAPA
WORKSHOP S
pages... 8-9
Kepner-Tregoe
WOR K S HOP S
2 0 0 8 - 2 0 0 9
Register online at www. kepner-tregoe. com
C e l e b r at i n g 5 0 Y e a r s
1 9 5 8 2 0 0 8
PMI PDU CREDITS
Kepner-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 ofered 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
(ATS
SM
) (5 days).................................................................................................3 Credits
CONTINUING EDUCATION UNITS
Continuing Education Units (CEUs) are available for all Kepner-Tregoe workshops. CEUs are
used to meet professional licensing requirements or state certifcation standards. One CEU is
granted for every 10 hours of class participation.
NASBA CPE CREDITS
Continuing Professional Education credits are ofered 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 fnal 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.
OUR WOR K S HOP S
COL L E GE AND OT HE R CR E DI T S
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
KT Analytic Trouble Shooting ..................... 6
Premier training for a manufacturing environment:
root cause analysis and risk management
New! KT Advanced Issue Resolution ............ 7
Review and develop advanced expertise in KT processes
Problem Solving and Decision Making
For Investigations and CAPAs ......................... 8
Accelerate, standardize, and improve investigations
and CAPAs
New! Conducting and
Documenting Investigations ............................ 9
The next step in GMP and compliance
New! KT Incident and Problem
Management for Financial Services ............... 10
An ITIL-aligned approach to improving service and support
Introducing Lean ..................................... 10
Choose Lean Ofce or Lean Manufacturing to build value
by driving out waste
T R AI N- T HE - T R AI NE R
C E R T I F I C AT I ON
KT Process Facilitator and Coach
Certification ............................................... 11
Certify your employees to support problem solving and decision
making in your organization
KT Leader Development Institute ............... 11
Certify employees to deliver KT programs
P R OJ E C T MANAGE ME NT
Project Management ............................... 12
Improve project work with a systematic approach used in
organizations worldwide
Decision-Driven Project Management ........ 14
Improve project success with advanced decision-making skills
Managing People In Projects:
Unleashing the Virtual Project Team .............. 15
Improve the performance of your most critical project
resourcepeople
R E GI S T R AT I ON
Registration Information .......................... 16
Software ................................................ 16
Order 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.
REGI ST ER ONL I NE 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 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.
ON- S I T E P R OGR AMS
The 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.
COR P OR AT E S UB S CR I P T I ON P R OGR AM
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 NDI V I DUAL E NR OL L ME NT P L AN
Reduce 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 NE R - T R E GOE CE L E B R AT E S
5 0 Y E AR S OF COR P OR AT E
P R OB L E M- S OL V I NG I NNOVAT I ON
C e l e b r at i n g 5 0 Y e a r s
1 9 5 8 2 0 0 8
B E NE 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 OB L E M S OL V I NG
& DE CI S I ON MAK I NG
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 maximize your critical thinking skills, systematically organize
and prioritize information, set objectives, evaluate alternatives, and analyze impact.
WHO S HOUL D AT T E ND
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.
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 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 PROBL EM SOLVI NG & DECI SI ON MAKI NG
Solve 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 & Conrm)
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)
PPA or POA
Application
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 SCHE DUL E
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 & Conrm)
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)
PPA or POA
Application
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 UR E S
Before 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 OOK I NS I DE K T P R OB L E M ANAL Y S I S
A 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 NOT
WHAT has the deviation? could have, but does not?
is the specic deviation? other possible deviations but are not?
WHE RE 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?
WHE N was the deviation rst observed? else could it have been rst 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 rst?
else could it have been observed, but
was not?
E XT E NT 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 HI NK
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 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-
true approach that is
used in manufacturing
environments throughout
the world.
66
Root cause analysis and risk
management for manufacturing
ANAL Y T I C T R OUB L E
S HOOT I NG
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.
Anyone working in a production environment will benefit from this workshop.
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 L ED BL OCK OUTL I NE OF THE TOPI CS COVERED I N THI S 3- DAY
WORKSHOP, CONTACT YOUR KT ACCOUNT MANAGER OR CAL L 800- 537- 6378.
Price: $1,795
Group discounts are available.
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 NE 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.
REGI ST ER ONL I NE AT WWW. KEPNER- T REGOE. COM/WORKSHOPS 800- 537- 6378 7 REGI ST ER ONL I NE AT WWW. KEPNER- T REGOE. COM/WORKSHOPS 800- 537- 6378 7
During 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.
WHO S HOUL D AT T E ND/ P R E R E QUI S I T E
Anyone 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).
Review 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 ADVANCE D I S S UE
R E S OL UT I ON
May 5-8, 09 Princeton, NJ
Aug 18-21, 09 Princeton, NJ
Please call for pricing.
2008- 09 SCHEDULE
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
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 rst?
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 Problem
Use distinctions and changes, or
What is different, odd, special, or unique about an IS
compared to its IS NOT?
Distinctions
Changes
Specify the problem
What changed in, on, around, or about each distinction?
When did the change occur?
Copyright 1996-2006 Kepner-Tregoe, Inc. All Rights Reserved. 4/28/06 E/PDA00-HD103b
knowledge and
experience
How could each
Change
Change plus distinction
Change plus change
Distinction
cause this deviation?
Problem Analysis
Conrm True Cause
Use: Verify assumptions
Observe
Experiment
Try a x 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 SOLVI NG & DECI SI ON MAKI NG
FOR I NVESTI GATI ONS AND CAPAs
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 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.
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.
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 prioritizing 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
Price: $1,795
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 NE 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 Register
Clear Priorities
Action Plan
Resolution Team
Warning Letters
Findings
Injunctions
Observations
Internal Audits
Forecast/Plan/
Distribution Records
Material Review
Board Findings
In-Process Data
Control
Calibrations
Product Quality
Reviews
Validations
Complaints
& Recalls

Situation Appraisal
Identify Concerns
Set Priority
Plan Next Steps
Plan Involvement
Problem Analysis
Describe Problem
Identify Possible Causes
Evaluate Possible Causes
Confrm True Cause
Decision Analysis
Clarify Purpose
Evaluate Alternatives
Assess Risks
Make Decision
Potential Problem
(Opportunity) Analysis
Identify Potential Problems
Identify Likely Causes
Take Preventive (Promoting) Action
Plan Contingent (Capitalizing) Action
Document
Select the Information
Format the Information
Illustrate the Information
Present the Information
INPUT
PROCESS OUTPUT
Should
Actual
Deviation
Know
Risks?
Know
Root
Cause?
Know
CAPA?
YES
YES
YES
NO
NO
NO
Written
Investigation
Corrective Action/
Preventive Action
Planned,
Implemented,
and Monitored
Best Balanced
Corrective Action/
Preventive Action
Consciously Selected
Root Cause
Confrmed
NEW! CONDUCTI NG AND
DOCUMENTI NG I NVESTI GATI ONS
DE S CR I P T I ON
In 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.
Participants 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.
You 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 closure
Reduce outstanding investigations Reduce recurring problems
Increase accuracy of investigations Improve ratings on internal audits
Avoid 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
Price: $1,295 Group discounts are available.
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 NE 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 NE 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 NT R ODUCI NG L E AN
Learn 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.
This 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.
KT 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 NCI DE NT AND P R OB L E M MANAGE ME NT
F OR F I NANCI AL S E R V I CE S
Introduction to an ITIL-aligned approach to
improving service and support
Apr 14-16, 09 San Francisco, CA
Price: $1,795 Group discounts are available.
Choose 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.
This workshop is recommended for anyone who is new to Lean concepts.
Introducing 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
Price: $1,795
Nov 17-19, 09 Princeton, NJ
2008- 09 SCHEDULE
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 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 ADE R DE V E L OP ME NT I NS T I T UT E
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.
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.
The 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 certication information, contact your
KT account manager, call: 800-537-6378, or e-mail
info@kepner-tregoe.com.
KT P R OCE S S FACI L I TAT OR AND COACH
CE RT I F I CAT I ON
Certify employees to support Problem Solving
& Decision Making in your organization
This 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.
KT 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 certication information, contact
your KT account manager, call: 800-537-6378, or
e-mail info@kepner-tregoe.com.
2008- 09 SCHEDULE
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
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 PMI
s
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
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.
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.
KT 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 OJ E CT MANAGE ME NT
Organize people, thinking, and action
12
Simple, scaleable 13-step process!
Price: $1,795 USD Call for Canadian price.
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 THREE
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
Application
Application
Application
RAM Exercise
Network Exercise
Gantt Exercise
Review Day 1
Planning Basics
Teach
Planning Basics
Teach
Planning Basics Teach
Planning Basics Teach
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 OOK I NS I DE K T P R OJ E CT MANAGE ME NT
Objectives 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 SCHEDULE
Feb 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 NE 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
DE CI S I ON- DR I V E N
P R OJ E CT MANAGE ME NT
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
Combining 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.
You 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 best
balanced 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.
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
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 ofered as a stand-alone
workshop or in combination with the KT
Project Management workshop.
14
B E NE 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!
We 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.
Managing 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%
MANAGI NG P E OP L E I N P R OJ E CT S :
UNL E AS HI NG T HE V I R T UAL
P R OJ E CT T E AM
Sep. 25-26, 08 Princeton, NJ
Nov. 13-14, 08 San Francisco, CA
Price:$ 1,295. Group discounts are available.
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
Managing 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.
ONL I NE :
www.kepner-tregoe.com
R E GI S T E R F OR A K T WOR K S HOP
Adelaide, Australia
Apeldoorn, Netherlands
Auckland, New Zealand
Bangkok, Thailand
Brisbane, Australia
Dublin, Ireland
Dusseldorf, Germany
Edinburgh, Scotland
Frankfurt, Germany
Geneva, Switzerland
Kansai, Japan
Kuala Lumpur, Malaysia
Melbourne, Australia
Munich, Germany
Paris, France
Perth, 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 OJ E CT L OGI C
Project 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 HI NK DE S K T OP
eThink 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 HONE :
800-537-6378
(toll free in U.S. & Canada)
CANCE L L AT I ONS :
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.
QUE S T I ONS ?
Use our toll free line or e-mail
info@kepner-tregoe.com
I N- COMPANY
WOR K S HOP S :
Call your account manager
or toll free: 800-537-6378
K T S OF T WAR E CAN B E P UR CHAS E D ONL I NE AT T HE
K T WE B S T OR E : WWW. K E P NE R - T R E GOE . COM/ WE B S T OR E
Singapore
Sydney, Australia
Taipei, Taiwan
Tokyo, Japan
Wellington, New Zealand
Windsor, England
WOR K S HOP S OUT S I DE NOR T H AME R I CA
2008-09 Workshops also are scheduled at these global locations:

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Problem Solving & Decision Making... page 4

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