Agenda
 Review articles from Chapter 8
 Test Your Knowledge Questions, page 202
 Chapter 9– Dimensions of Problem Solving
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Dimensions of Problem Solving
9
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 Hospitality and Restaurant Management
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.
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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.
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Steps in the Problem-Solving Model
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Problem-Solving Model
Step 1 – Define the Problem
 A problem should be defined as precisely
as possible.
 Identify who or what is affected.
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Problem-Solving Model
Step 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.
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Problem Solving Model
Step 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?
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Problem-Solving Model
Step 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.
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Problem-Solving Model
Step 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
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Problem-Solving Model
Step 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.
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Problem-Solving Model
Step 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.
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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?
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Consequences of Improper Problem
Resolution
 Problem gets worse
 Decrease in employee morale
 Increase in employee turnover
 Reduction of sales
 Increased costs
 Lost profit
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How Would You Answer
the Following Questions?
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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)
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.
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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.
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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)
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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.
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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.
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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.
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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.
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Additional Concerns when Developing
Crisis Policies
 Incorporate policies into company documents
and training.
 Document and complete all necessary
paperwork.
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How Would You Answer
the Following Questions?
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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?
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
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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
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Lost on the Moon
 Grade the group work discussing the reasons
why for each item
 Compare individual scores to group score
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Key Term Review
 Action plan
 Alternative
 Contact list
 Crisis
 Documentation
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Key Term Review continued
 Evacuation
 Media policy
 Preventable crisis
 Problem
 Problem solving
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Key Term Review continued
 Problem-solving model
 Root cause
 Spin
 Unpreventable crisis
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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.
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Next Week
 Read Chapter 10– Planning and Conducting
Effective Meetings
 Due: Article Review for Chapter 9– Dimensions
of Problem Solving
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