Introduction of tested and proven Kepner and Fourie (KandF) problem-solving approach. KandF method proves the importance of engaging right resources with the right questions to identify the root cause of a problem, find a solution, and reach a consensus to resolve complex problems and rescue your project.

1. How to improve outcome of
your projects?
Advance your complex problem-solving skills
Christine Aykac, PMP, PMI-RMP, PMI-ACP, PRINCE2 Agile
Business Transformation Coach & Problem Solver
© Wareness 2020

2. What is the problem here?
What exactly are we trying to solve?
© Wareness 2020

3. Characteristics of good problem-solving
● Recognize the situations or aspects of a decision you do not know
much about
● Include the information sources closest to the problem being
experienced
● It is not about the “best brains” but rather a case of the “most
appropriate” brains
● Information generated is made visible to help the team to arrive at
a commonly supported answer
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4. What do you do if it is a complex problem?
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5. More members participate in a problem…
… Requires more time and costs more
“If a team could not solve an incident investigation situation, the
person with the information was not invited”
Charles Kepner
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6. The KEPNER and FOURIE® method
Based upon a natural thought pattern using Divergent and Convergent
thinking approach:
Divergent Thinking to establish
a factual snapshot of the problem
to be solved.
Convergent Thinking to generate
and evaluate expert guesses to
narrow down to answer.
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7. KEPNER and FOURIE® Principles
a. Structured questions
b. Specificity
c. Quality of data
d. Test assumptions
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8. KEPNER and FOURIE® approach
Situations
Problems with no clear direction on how to
proceed
Poorly defined problem without agreement on what
is involved
Defined requirements not met and root cause
unknown
Most effective solution is not apparent
Risks associated with the solution not identified
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9. Key Takeaways
● To foster alignment and buy-in at every problem-solving stage of
the project
● To have the ability to agree on the resolution for an unexpected
problem situation quickly
● To effectively and efficiently determine root cause and reaching an
answer with team support
● To have the ability to use proven templates with structured
questions to address complex problems successfully
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10. What’s next?
● Do not assume anything - identify the core underlying reasons that is
present in any problem situation
● Ask “WHY?” - you always want to know what the contributing factors are
● Use specifically phrased questions to get specific verified answers
● Whenever you have the opportunity to align different views, do it
● Be self responsible - you are not always in control, but you can ask
yourself how to protect your situation in such cases
● Have that difficult review meeting - do not shy away from it
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11. Who am I?
Agile DevOps Coach, Program Manager, Facilitator & Trainer
 20+ years of project / program management experience
 Master Instructor @ Itpreneurs, DASA & Thinking Dimensions
 Focus on Project Management and Personal Development teaching
 Authored and delivered project management related exam prep material,
customized awareness programs and coaching workshops
 Key Designations:
 DASA DevOps Agile Coach (2020)
 Problem Solving - Kepner-Fourie (2019)
 PMP (2001), PMI-RMP (2010), PMI-ACP (2012)
 PRINCE2 Practitioner (2017), PRINCE2 Agile (2016)
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12. Contact Information:
N. Christine Aykac, PMP, PMI-RMP, PMI-ACP, PRINCE2 Agile, Agile/DevOps Coach
Program Manager / Transformation Coach / Problem Solver
Wareness Training & Consulting
christine@wareness.com
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13. Available Courses
• Problem-solving in Complex Situations
• Kepner and Fourie Problem-solving Techniques
• RAPID Root Cause Analysis
• Problem-solving for ITIL® Foundation
• Decision Making for DevOps Teams
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For more information visit https://wareness.com/events/ page

14. References
● Problem Solving Fundamentals: Course Book ITpreneurs (2018)
● Solve IT: Investigate the Cause of IT Incidents and find Rapid Solutions!
Kepner, Charles and Fourie, Mat-Thys - 2014 Dog Ear Publishing.
● Innovation: The Free Zone Thinking Experience. Kepner, Charles &
Fourie, Mat-Thys - 2008 Thinking Dimensions Global.
● Thinking Beyond the Ordinary: Fourie, Mat-Thys & Lewko, Timothy and
Kepner, Charles - 2015 Dog Ear Publishing
● KEPNERandFOURIE® Method: https://www.kepner-fourie.com/
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