Agenda

1. Agenda • Review articles from Chapter 8 • Test Your Knowledge Questions, page 202 • Chapter 9– Dimensions of Problem Solving

2. Dimensions of Problem Solving • Hospitality and Restaurant Management 9 OH 9-2

3. Chapter Learning Objectives • Explain the need for problem solving in daily operations. • Describe and apply problem-solving tactics. • Give examples of consequences of improper problem resolution. • Describe how crises can be prevented. • Create an evacuation plan. • Describe elements in an effective media policy.

4. Need for Effective Problem Solving • Managers must be effective problem solvers. • Managers can rarely be 100% certain about their decisions and must be comfortable with risks that occur as decisions are made.

5. Steps in the Problem-Solving Model

6. Problem-Solving Model Step 1 – Define the Problem • A problem should be defined as precisely as possible. • Identify who or what is affected.

7. Problem-Solving ModelStep 2 – Determine Root Cause • Root Cause—the action or situation that initiates the problem • Causes are typically system breakdowns or human errors. • Be sure to identify the real root cause and not just contributing factors or symptoms.

8. Problem Solving ModelStep 3 – Determine Alternative Solutions • Generate a list of potential solutions to the problem. • Use a questioning process: • What are consequences of this action? • Is it cost effective? • Is it reasonable? • Will it be effective?

9. Problem-Solving ModelStep 4 – Select the Best Solution • Alternative solutions should be evaluated. • A shortened list should be re-evaluated. • Evaluation factors should consider questions about systems, processes, behavior, and outputs.

10. Problem-Solving ModelStep 5 – Develop an Action Plan • Action plan—strategy of steps to implement so the problem will not reoccur • An action plan should identify • Each step • The person responsible • Resources needed • Completion date

11. Problem-Solving ModelStep 6 – Implement the Action Plan • Communicate the plan to affected individuals. • Follow-up to assure that action plan’s message was received, and that the solution was accepted.

12. Problem-Solving ModelStep 7 – Document the Problem • Documentation involves a report written by managers to note the problem and its solution. • A summary of problem resolution should be added to this report.

13. Hospital High Food Cost • What do you think is the root cause of the problem? • What are alternative solutions and consequences? • What do you think is the best solution?

14. Consequences of Improper Problem Resolution • Problem gets worse • Decrease in employee morale • Increase in employee turnover • Reduction of sales • Increased costs • Lost profit

15. How Would You Answer the Following Questions? • What is the first step in the problem-solving model? • Root causes occur because of what two problems? • When determining alternative solutions, only reasonable solutions should be on the list. (True/False) • The last step in the problem solving model is to implement the action plan. (True/False)

16. The Case of the Disappearing Liquor • Let’s look at “The Case of the Disappearing Liquor” on page 212 • Take 15 minutes to work in a group and discuss a solution and the 3 questions presented.

17. Crisis Management • Crisis—an event that happens without warning and normally affects a number of people • Plans for a crisis should be developed before it happens.

18. Two Types of Crises • Preventable crisis—one that can be stopped from happening (example: fire) • Unpreventable crisis—one that cannot be stopped from happening (example: robbery)

19. Crisis Example Hopefully, a crisis management plan to prevent loss of life and injuries to employees and customers was in place when this crisis occurred.

20. Evacuation Planning • Building exit routes must be planned and posted. • Management should call emergency officials and assist them when they arrive. • Management should secure all cash and other valuables, if possible. • Employees and customers should be evacuated to a pre-determined location outside the building. • All employees should practice the plan.

21. Crisis Management Policy— Role of Personnel • Roles and responsibilities should be in writing and listed by position (not persons). • Develop a key contact list. • Determine how and what information to share.

22. Media Policy • Only one person should talk to the media. • If possible, the media should be kept off the property. • Be brief; place positive thoughts into the public’s mind.

23. Additional Concerns when Developing Crisis Policies • Incorporate policies into company documents and training. • Document and complete all necessary paperwork.

24. How Would You Answer the Following Questions? • Since a crisis is an event that happens without warning, it cannot be planned for. (True/False) • Managers should develop plans for unpreventable crises. (True/False) • How many persons should be designated to talk the media? • What are two words to remember when speaking to the media?

25. Lost on the Moon • NO discussion for this exercise, please separate yourselves by at least 2 spaces • Put your name at the top of the sheet • Complete the Lost on the Moon Survival Test ordering the items from 1 to 15, most to least important • Maximum time, 15 minutes • Hand in your sheet

26. Lost on the Moon • Now, as a group, discuss the same items and come up with a consensus ranking of the items from 1 to 15, most to least important • Settle differences of opinion by taking a group vote • Maximum time, 15 minutes

27. Lost on the Moon • Grade the group work discussing the reasons why for each item • Compare individual scores to group score

28. Key Term Review • Action plan • Alternative • Contact list • Crisis • Documentation

29. Key Term Review continued • Evacuation • Media policy • Preventable crisis • Problem • Problem solving

30. Key Term Review continued • Problem-solving model • Root cause • Spin • Unpreventable crisis

31. Chapter Learning Objectives—What Have You Learned? • Explain the need for problem solving in daily operations. • Describe and apply problem-solving tactics. • Give examples of consequences of improper problem resolution. • Describe how crises can be prevented. • Create an evacuation plan. • Describe elements in an effective media policy.

32. Next Week • Read Chapter 10– Planning and Conducting Effective Meetings • Due: Article Review for Chapter 9– Dimensions of Problem Solving