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Leadership Chapter 9

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AgendaDimensions of Problem SolvingChapter Learning ObjectivesNeed for Effective Problem SolvingSteps in the Problem-Solving ModelProblem-Solving Model Step 1 – Define the ProblemProblem-Solving Model Step 2 – Determine Root CauseProblem Solving Model Step 3 – Determine Alternative SolutionsProblem-Solving Model Step 4 – Select the Best SolutionProblem-Solving Model Step 5 – Develop an Action PlanProblem-Solving Model Step 6 – Implement the Action PlanProblem-Solving Model Step 7 – Document the ProblemHospital High Food CostConsequences of Improper Problem ResolutionHow Would You Answer the Following Questions?The Case of the Disappearing LiquorCrisis ManagementTwo Types of CrisesCrisis ExampleEvacuation PlanningCrisis Management Policy— Role of PersonnelMedia PolicyAdditional Concerns when Developing Crisis PoliciesSlide 24Lost on the MoonSlide 26Slide 27Key Term ReviewKey Term Review continuedKey Term Review continuedChapter Learning Objectives— What Have You Learned?Next WeekOH 9-1AgendaReview articles from Chapter 8Test Your Knowledge Questions, page 202Chapter 9– Dimensions of Problem SolvingOH 9-2Dimensions of Problem SolvingHospitality and Restaurant Management9OH 9-2OH 9-3Chapter 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.OH 9-4Need 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.OH 9-5 Steps in the Problem-Solving ModelOH 9-6Problem-Solving Model Step 1 – Define the ProblemA problem should be defined as precisely as possible.Identify who or what is affected.OH 9-7Problem-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.OH 9-8Problem 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?OH 9-9Problem-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.OH 9-10Problem-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 dateOH 9-11Problem-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.OH 9-12Problem-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.OH 9-13Hospital 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?OH 9-14Consequences of Improper Problem ResolutionProblem gets worseDecrease in employee moraleIncrease in employee turnoverReduction of salesIncreased costsLost profitOH 9-15How Would You Answer the Following Questions?1. What is the first step in the problem-solving model?2. Root causes occur because of what two problems?3. When determining alternative solutions, only reasonable solutions should be on the list. (True/False)4. The last step in the problem solving model is to implement the action plan. (True/False)OH 9-16The 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.OH 9-17Crisis 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.OH 9-18Two 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)OH 9-19Crisis Example Hopefully, a crisis management plan to prevent loss of life and injuries to employees and customers was in place when this crisis occurred.OH 9-20Evacuation 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.OH 9-21Crisis 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.OH 9-22Media 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.OH 9-23Additional Concerns when Developing Crisis PoliciesIncorporate policies into company documents and training.Document and complete all necessary paperwork.OH 9-24How Would You Answer the Following Questions?1. Since a crisis is an event that happens without warning, it cannot be planned for. (True/False)2. Managers should develop plans for unpreventable crises. (True/False)3. How many persons should be designated to talk the media?4. What are two words to remember when speaking to the media?OH 9-25Lost 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 sheetOH 9-26Lost on the MoonNow, as a group,


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