Session 8 Flashcards
What are the three problem solving frameworks?
Traditional approach
Simon’s Model
Wetherbe’s PIECES
What are the identifiers in the traditional problem solving approach?
Symptoms
Problem
Cause
Impacts
Solutions
What are the steps of the Simon’s Problem Solving Model?
Intelligence (collected info)
Design (alt solutions formulated)
Choice (best alt solution chosen)
Implementation
What does the Wetherbe’s PIECES acronym stand for?
P erformance
I nformation
E conomics
C ontrol
E fficiency
S ervice
What does Performance identify?
Throughput and Response Time
What does Information identify?
Outputs (info problems), Inputs (data problems), and Stored Data (storing problems)
What is the Trade-off in the Economy section of Wetherbe’s model?
Trade-off between cost and service level:
More resources or excess capacity may improve service, but it also increases costs.
The goal is to balance resources to achieve the most efficient service at an acceptable cost.
What does the Control section of Wetherbe’s model focus on?
Control focuses on monitoring and regulating processes to ensure they perform as planned.
What is the balance between too little and too much control?
The goal is to find the right level of control:
Enough control to prevent fraud, errors, and deviations.
Not too much control to avoid slowing down processes or creating unnecessary barriers.
What does the Efficiency section of Wetherbe’s model focus on?
Producing a service while keeping waste at a minimum.
What does the Services section of Wetherbe’s model focus on?
Ensuring that the services provided to customers are reliable, consistent, and meet their needs. It addresses the quality of the system’s performance.
What is Business Process Reengineering?
The assessment and redesign of business processes.
Dramatic Improvements
What are the obstacles to Business Process Reengineering?
Resistance to change
Unrealistic scope & expectations
Lack of sustained management commitment
