KT Blog Overzicht

Brain on or off?

Een goede troubleshooter maakt zijn denken zichtbaar. Nu ook via een youtube kanaal.

Traveling Through Space To Start Communication

Before learning to find root cause, we observe. Consider where we are in space and use the senses to observe. But are we observing or judging and is there a difference?

SCRUM: Fixing Root Cause In A Squeeze. Who Picks Up That Ball?

Googling “Scrum” in the past would likely yield an explanation for a Rugby.  Today, references would lead to Agile project management, particularly for software. Where does Root Cause Analysis fit in you ask? Read more…

Kietel je brein voor de beste Kenmerken

In analogie met het boek “Thinking Fast and Slow” van Kahneman is het verzamelen van informatie (IS/ISNIET) een System2 activiteit, terwijl ongemerkt System1 een aantal mogelijke oorzaken presenteert. Kietel je brein en wees scherp voor het zoeken naar kenmerken en veranderingen.

Besluiten: neem je wel eens de verkeerde?

2015 is begonnen en we staan weer voor tal van keuzes waarover we een besluit moeten nemen. Dat goede besluitvormingstechnieken behulpzaam zijn, is uiteraard evident.

Beloon mensen voor het bewijs van denken, en juist niet voor reageren

Hoe ontwikkelen we strategische denkers?

Netflix, Star Trek and... KT? Yes, KT! - Copy

Netflix, Star Trek and KT? When a Netflix customer service exchange went viral, it provided an IBM Program Leader with an excellent example of KT clear thinking skills. Read KT Guest blogger Rob Barker.

Decision Making in the News: Minus a Key Component

There is an important question to ask that is missing from most decision making models. A new blog post by KT consultant Robert Binney takes on the models featured in this month’s Harvard Business Review cover story.

Problem Management. When to start?

After an incident case is created when is the best time to start Problem Management before it is difficult to impossible to find cause?

Power line worker safety inspires clear thinking for IT

I was surprised by workers high up on a power-line tower and started contemplating how the visually evident safety precautions of this dangerous job are surprisingly similar to precautions taken in an IT environment.

Analytic vs. creative thinking

Do Six Sigma and other processes drain creativity? Rich Van Camp makes the case for creative and analytic thinking within a rational framework, drawing on some insights from Warren Buffett.

Why not teach KT skills to kids?

Kepner-Tregoe founder, Ben Tregoe, was constantly asked by the Program Leaders who were certified to teach Problem Solving & Decision Making workshops, "Why aren't they teaching these skills in our schools?” In keeping with his lifelong belief that if you teach a man to fish, you feed him for a lifetime, Ben agreed. Teachers make a lasting impression on their students.  Invariably when a successful person names the most influential people in their lives, among them is a teacher or professor.

A core element in the reduction of IT related business risks

Reducing the risk in IT operations is critical to the stability of the IT Infrastructure - and the delivery of business. Reducing the time for the restoration of IT service in a structured manner, with transparent decisions being made by IT support and the business is time critical. Finding the root causes of a service interruption in a shorter time minimises the business risk from re-occurrence. Learn and practice the tools which help support staff think correctly under pressure. This course will prepare you for a life of structured and transparent Incident Management and Problem Management, and you can prove your understanding of the ITP Foundation Plus workshop by taking the ISEB Foundation Examination in KT ITSM Problem & Incident Management.
 

Ensure your team's in winning form for the new financial year

Don't let External Forces Slow You Down!
With slowdowns expected in the major economies around the world, the ability to navigate through these troubled times is critical to survival.
A clear mind coupled with rational thinking processes offers the best opportunity to break away from the pack and emerge a winner.

Een nieuw economisch tijdperk vol risico's: welke beslissingen gaat u nemen?

In het huidige klimaat van economische crisis en bezuinigingen is de behoefte aan sterk en vastberaden leiderschap groter dan ooit. Het creëren van zekerheid in deze woelige  tijden,  zal in grote mate bepaald worden door de keuzes die we maken.
 

Aufgezeichnetes Webinar – Coaching – Das Stiefkind des Veränderungsmanagements
Enhanced Troubleshooting: KT and Six Sigma

Six Sigma is about “Common Cause” problems, where factors inherent to the product or the process cause deviations over time. Think of any machine—all machines produce heat and all machines vibrate.  And over time, that heat will eventually dry out and crack the seals and gaskets, and the vibration will eventually work all the bolts loose. This is just in the nature of things—inherent variation.  Six Sigma attempts to isolate those inherent sources of variation, and to reduce them.

Customer Service needs Leadership
Avoiding the Pitfalls of Business Process Improvement

While most organizations take a structured approach to their BPI investment, they fail to carefully manage the steps along the way. Selecting the right BPI project and involving the right people provides a foundation for BPI success.

Continuous Improvement: Designing Step Change Intervention

When an organization needs to act quickly to ramp up production, reduce costs, or meet other extraordinary changes or goals, Kepner-Tregoe (KT) has developed a process approach for targeted, sustainable change. This effective three-phase model (diagnose—implement—sustain) is a powerful intervention that moves beyond the incremental improvements of CI to target and achieve specific, dramatic improvement