Issue Resolution model

Use this process for issue management and resolution

Chapter 5

p.8

When I think back to some situations that I have had to deal with recently, I'm not so sure that I go about resolving issues in the best way possible.

What process can I follow that will ensure optimum results?

By applying the steps, guidelines and questions in
‘Issue Management and Resolution process’ when dealing with a situation, you will enhance your ability to resolve issues involving customers, suppliers and colleagues, as well as issues within your family and social context.

The key concept is identifying alternative solutions, having options is the wealth of life.

But can a company use a Win-Win decision making process that maximizes the value to all parties?

Companies can subscribe to an inclusive transparent decision making process. As illustrated below, this process is self-correcting and is an effective mechanism to check the use of personal and positional power in decision making.

Getting input from others

Initiating.

Seeking/giving information and opinions.

Encouraging others to action.

Facilitating

Focusing discussions.

Clarifying and elaborating.

Summarizing.

Integrating.

Evaluating

Assessing relevance.

Seeking objective criteria.

Identifying personal preferences and agendas.

Set a SMARTM action plan.

Making a decision

Use appropriate tools, for instance:

Decision matrix
Force Field
T-chart

Communicate to people who must know.

Communicate to people for whom it would be nice to know.

This process encourages true Elephant behavior from all concerned if you ask me.

Know who you need to consult when making a decision.

Know who your decision will affect and how.

Seek information internally and externally.

Decisions are not to be made alone.

Decision making is not about independence.

It is about interdependence.

Refer also to Steven Coveys Interdependence, the 7 habits of highly effective people.

Sometimes when I need to make a decision, I find it difficult to choose between the different available options.

Can you show me some techniques that will make it easier for me to decide on the optimum alternative?

Let me introduce you to three practical techniques that can help you evaluate alternative options:

The T-chart

Force Field Analysis

The Decision Matrix

The T Chart

Force Field Analysis

Focus on each option in turn and identify both Pro’s and Con’s.

Write input on a flip-chart for the whole group to see and for it to serve as visual stimulus.

Encourage conscious thought about the implications, benefits, losses, etc. of the decision.

Specify the options/possible solutions/alternatives.

List all the forces working against the attainment of the goal (the impeding forces).

List all the forces working for or promoting the goal (the impelling forces).

For each impeding force list all the possible factors that could possibly reduce or eliminate
that force.

For each impelling force list all the factors that could possibly increase that force.

Evaluate the effort and "cost" involved in implementing each option.

The Decision Matrix

Identify the different options available.

Identify criteria for decision making or evaluation.
Quantify importance of criteria on a scale
(E.g. 1 to 10).

Evaluate each option in terms of each criterion and quantify on a scale
(e.g. 1 to 10).

Write score in lower part of block in each column.

Multiply each score with the value of the corresponding criterion and write it in top part of the block.

Add the scores written in the top part of the blocks in each row to get a score for each option.

Note that these techniques also apply to the Issue Management and Resolution process when it comes to choosing between alternative solutions.

Extra resources:

More resources:

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