Questions – What, where, when , extent) 
Questions 2
Incident v Problem

You are part of a team. You want to fix problems as fast as possible. You use Kepner-Tregoe. You are part of a team that needs to make a decision, you use Kepner-Tregoe to visualize the decision process.

Somebody has a problem. They want a method to see their problem more clearer and then hopefully solve the problem. They decide to use the Problem Analysis part of the method called Kepner-Tregoe. (Note, there are several parts to Kepner-Tregoe, some used for decision making and some used for solving problems.

Before they start analysing the problem they should answer “yes” to 3 questions:

  • Is there a deviation from expected performance?
  • Is the cause of this deviation unknown?
  • Do I need to know the cause of the deviation to take effective action?

Example 1: I puncture the tyre on my bicycle. This is a deviation from normal. Then we ask the 3 questions:

  • Is there a deviation from expected performance? Yes.
  • Is the cause of this deviation unknown? Yes (or maybe I recall cycling over lots of broken glass earlier today)
  • Do I need to know the cause of the deviation to take effective action? No. Just fix the puncture.

However, there are many cases where, especially after repeating problems, it would be wise to find the cause of the deviation, to fix it permanently. Then Kepner-Tregoe could help.

I deliver Kepner-Tregoe workshops/courses/coaching to individuals, teams and organizations. After a course you will be able to use the Kepner-Tregoe method for simplifying issues, making decisions in teams, solving problems and risk management.

The most common goal of my work with Kepner-Tregoe is helping teams work faster and better together.

Kepner-Tregoe poster showing the 4 areas:

  • Situation Appraisal (What’s going on? – Present time)
  • Problem Analysis (Why did it happen? – Looking to the past)
  • Decision Analysis (What will we do? – Present time)
  • Potential Problem Analysis (How to protect our decision? – Looking to the future)

Screen Shot 2015-04-24 at 11.36.11

PA – side 1 of card
PA – side 2 of card

Simple presentation of Kepner-Tregoe in Norwegian

How Netflix uses Kepner-Tregoe in troubleshooting

Black mysteries

  • A man lies dead on the sand with a weapon and a piece of clothing.
  • A man leaves home, and when he returns to it a short while later, he finds two men in masks waiting for him. What’s happening?
  • A man pushes his car up to a hotel. He pays the hotel $200, and pushes his car away. What is happening?
  • Bob and Carol and Ted and Alice all live in the same house.  Bob and Carol go out to a movie, and when they return, Alice is lying dead on the floor in a puddle of water and glass.  It is obvious that Ted killed her but Ted is not prosecuted or severely punished.