WSQ - Solve Problems and Make Decisions (Operational/Supervisory/Managerial)

NTUC LearningHub


Course introduction

Acquire techniques in problem-solving and decision making, including root cause analysis of problem, generating and evaluating alternative solutions, making appropriate decisions, and taking responsibility for the decisions within own circle of influence.



Course Pre-Requisites


There are no entry requirements. However, Learners are assumed to:

  • Be able to speak, listen, read and write English at a proficiency level not lower than the   Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 4
  • Be able to manipulate numbers at a proficiency level not lower than the ES WSQ Workplace Numeracy (WPN) level 4



Target Audience


Operational
The job role(s)/ occupations that this unit would be relevant to may include those whose skills, knowledge and work activities undertaken are represented by the level of complexity that fits into the following description:

Nature of Skills and Knowledge:

  • For performing a narrow range of basic and routine work activities under a predictable work context.
  • Mainly factual and procedural
Nature of Work Activities:
  • Performed under clearly specified boundaries and close supervision
  • Requires minimal judgement
  • Some accountability
  • Rely on standard operating procedures to solve problems 


Supervisory
The job role(s)/ occupations that this unit would be relevant to may include those with some responsibilities for the work of others, usually related to an organisational sub-set of functions.



Managerial
The job role(s)/ occupations that this unit would be relevant to may include those whose skills, knowledge and work activities undertaken are represented by the level of complexity that fits into the following description:

Nature of Skills and Knowledge:
  • Able to apply and contextualise skills and knowledge in a broad range of high level technical and professional work activities in a wide variety of context
  • Sound understanding of theoretical concepts in a field of study
Nature of Work Activities:
  • Requires significant organizational and resource management
  • Performed under minimal supervision
  • Requires a significant degree of judgment and decision-making
  • Has substantial degree of individual accountability and autonomy within broad boundaries
  • Pre-empts and/or addresses emergent and non-routine problems through well-deliberated guidelines



Course Outline


Operational
On completion of this unit, the participant will be able to perform the following:

  1. Identify symptom(s) of potential problem(s) at the workplace
  2. Identify deviations to workplace norms and practices from symptom(s) identified
  3. Use of appropriate tools and techniques to identify possible root cause(s) of problem(s)
  4. Identify impact of the problem(s) on one’s job responsibilities and other parties involved
  5. Use creative and logical thinking to generate and select ideas to solve problem
  6. Use pertinent criteria to evaluate selected ideas to choose the most desirable solution(s) to the problem(s)
  7. Develop an action plan to implement the chosen solution(s)
  8. Use appropriate modes to communicate chosen solution(s) and action plan to relevant parties
  9. Evaluate the effectiveness of the implemented solution(s) and action plan and initiate corrective actions where necessary
  10. Identify preventive measure(s) to avoid recurrence of similar problem(s) in the future
Supervisory
On completion of this unit, the participant will be able to perform the following:
  1. Identify symptom(s) that could lead to potential problem(s) at the workplace
  2. Apply logical deduction to anticipate and detect problem(s) based on symptom(s) and relevant information gathered
  3. Analyse relevant information and use elimination process, objective reasoning or process questioning to identify the exact problem
  4. Use appropriate problem solving tools and techniques to analyse the root cause(s) of the problem(s)
  5. Encouraging creativity among team members to facilitate generation of solutions to solve problem(s)
  6. Use appropriate evaluative technique(s) and criteria to select a solution from shortlisted ones collectively with team members
  7. Develop an implementation plan that addresses the root cause(s) of the problem(s) and consider the impact on self and team
  8. Analysing feedback gathered from relevant sources to evaluate the effectiveness of the implemented solution and implementation plan
  9. Formulate and execute modifications to restore and/or enhance effectiveness of implemented solution and implementation plan
  10. Review the effectiveness of modifications made and analyse learning points and best practices that can be used for future reference

Managerial
On completion of this unit, the participant will be able to perform the following:
  1. Appreciate the Classical Decision Theory Model and Behavioural Theory Model for decision making
  2. Collect relevant and current information on organizational performance standards and quality control policies
  3. Identify the type(s) of performance deficiency and examine the cause(s) and their impact on organization-related aspects
  4. Apply principles and techniques of group dynamics and use appropriate group facilitation techniques to identify the root cause(s) for performance deficiency
  5. Generate creative ideas in a team based on three time horizons of planning using appropriate idea generation and group facilitation techniques
  6. Use appropriate problem-solving and decision making techniques and tools to shortlist the most viable ideas based on a set of pertinent criteria and to evaluate the impact of shortlisted ideas
  7. Develop an implementation plan that addresses the root cause(s) of the performance deficiency
  8. Evaluate effectiveness of the implemented solution by analyzing feedback gathered from relevant sources
  9. Develop a corrective action plan or any shortfall(s) identified in the implemented solution and conduct a follow up review of modification(s) made
  10. Formalise implemented solution as part of the organization’s current standard operating procedure (SOP)


COURSE FEES 
Operational/ Supervisory: $321
Managerial: $535



Available Course Sessions


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Trainer Profile


NTUC Learninghub Pte Ltd (Executive Arm of NTUC LearningHub)

NTUC LearningHub® employs industry experienced and vendor certified instructors. These instructors are required to achieve sufficient qualifications before leading a class. In addition, we work with partners to deliver the latest course materials and computer facilities so that students can learn critical skills and prepare for the examinations.



 

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