1.
Kepner-
Tregoe Matrix
Your Company Name

2.
Kepner-Tregoe
Method
Situation Appraisal
What is going on?
Clarity & Priority
Problem Analysis
Why did it Happen?
Find unknown Cause
Decision Analysis
What should we do?
Make a choice
Potential Problem Analysis
What lies ahead?
Protect action or plan
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3.
Kepner-Tregoe Troubleshooting Methodology
Evaluate
Alternatives
✓ Generate Alternatives
✓ Screen through MUSTs
✓ Compare against WANTs
Clarify Purpose
✓ Develop Objectives
✓ Classify into MUSTs &
WANTs
✓ Weigh the WANTs
Assess Risks
✓ Identify Adverse
Consequences
✓ Make the Best
✓ Balanced Choice
Make Decision
Decision Analysis
✓ To balance
benefits & risks
State
Decision
✓ What do we need
to decide?
✓ What are we trying
to do?
Potential Problems
Analysis
✓ To avoid reactive
action
Identify
Likely Causes
✓ Consider Causes for
the potential
problems
Take
Preventive Action
✓ Take Action to
Address likely
Causes
Plan
Contingent Action
✓ Prepare Actions to
reduce likely effects
Identify
Potential
Problems
✓ State the Action
✓ List potential
problems
Set Triggers
✓ Set Triggers for
contingent actions
Problem
Analysis
✓ To avoid jumping to
cause
Identify
Possible Causes
✓ Use Knowledge &
experience, or…..
Distinctions & changes
Evaluate Possible
Causes
✓ Test Possible Causes
✓ Determine Most Probable
Cause
Confirm
True Cause
✓ Verify Assumptions,
Observe or Try a fix &
monitor
Describe
Problem
✓ State the problem
✓ Specify the problem
Think
Beyond the Fix
✓ Extend the Causes
✓ Extend the Fix
Situation
Appraisal
✓ Identify Concerns
✓ Set Priority
✓ Plan Next Steps
✓ Plan Involvement
Decision Analysis
To select best fix
Effective Decision Making
3
Potential Problem Analysis
To avoid future problems
Risk Analysis
4
Problem Analysis
To find root cause
Problem Management
2
Situational Appraisal
To clarify & prioritize Situation
Plan Issue Resolution
1
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4.
Kepner-Tregoe Key Trouble
Shooting Process
Problem Analysis
✓ Define Problem
✓ Specific Problem
✓ Identity differences & Changes
✓ Formulate Causes
✓ Test causes against the Facts
✓ Prove True Cause
Decision Analysis
✓ State Decision
✓ Define & Classify Objectives
✓ Weight Objectives
✓ Generate Alternatives
✓ Evaluate Alternatives
✓ Assess Risks
✓ Make Decision
Potential Problem Analysis
✓ Identify Potential Problems
✓ Identify Causes
✓ Take Preventive Action
✓ Plan Contingent Action
✓ Set Triggers
4

5.
Kepner-Tregoe approach to problem solving
Situational Analysis
(Where are we?)
Problem Analysis (Past)
What is the fault?
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Decision Analysis (Present)
How to correct the fault?
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Potential Problem Analysis (Future)
How to prevent future fault?
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6.
Kepner-Tregoe value proposition
✓ Increase Customer
Satisfaction
✓ Reduce Issue-
Resolution Cycle Time
✓ Reduce Service Cost
Troubleshooting Training
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Performance System
Integration
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Coaching on-the-Job
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Process Integration
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7.
Kepner-Tregoe Matrix Icons Slide
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8.
Additional Slides
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9.
Meet Our Team
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Name Here
Designation
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Name Here
Designation
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Name Here
Designation
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10.
About Us
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Preferred by Many
Value Clients
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Target Audiences
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11.
Our Mission
Our Vision
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Our Mission
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Our Goal
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12.
Financial
Revenue
$234
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Deposits
$543
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Net Income
$463
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13.
Timeline
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2016 2017
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2018
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2019
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2015
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14.
Thank You for Watching
Contact Numbers
0123456789
Email Address
emailaddress123@gmail.com
Address
# street number, city, state
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