IT Root Cause Analysis
IT-RCA™
WSQ Level 4   (3-Day)

Course Code: TGS-2021003695

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Workshop Description

Our IT Root Cause Analysis (IT-RCA™) programme aims to effectively investigate and pinpoint the technical causes to your organisation’s problems.

This IT-RCA™ Programme is specially curated for your Project/Programme, Managers, IT Professionals and Subject Matter Experts (Technical Specialists). We understand that when problems arise, managers frequently find it difficult to isolate the source of the problem. 

The most successful problem solvers are better at asking the right investigative questions to the right people to get the right answers. Through this programme, we provide you with essential tools to propel you in your problem solving process. 

The IT-RCA Programme

KEPNERandFOURIE® is a world-class problem-solving tool used by major MNCs globally - we have carefully curated and integrated this effective global critical thinking and problem-solving tool into our WSQ courseware.

Investigators cannot be generic and understand that the "devil lies in the details". In this Masterclass, you'll learn how to identify the "core fault" in an incident. Our approach will enable the investigator to get all stakeholders on board to agree on the specific “core fault” of the incident. This is achieved by:

INVESTIGATING RELEVANT INCIDENT DIMENSIONS – This approach ensures that all of the unique angles connected with the specific incident are accounted for and addressed.

ASKING THE RIGHT QUESTIONS - It's vital to ask the correct questions from the appropriate subject matter experts to receive proper information. A precisely developed, well-structured questionnaire accomplishes this.

Problem-solving MASTERCLASS

Analyse incidents quickly and efficiently apply permanent fixes

The KEPNERandFOURIE® Problem Solving Methodology is a framework for systematic analysis utilizing problem-solving and decision-making templates. Its prepared, structured questions enable teams from various disciplines to collaborate more successfully with relevant and qualified data sources.

This combination of tools allows the problem-solving team to initiate, execute, and conclude a correct evaluation of the situation. It also gives thinking investigators with the opportunity to resolve vexing issues/incidents and generate solutions for seemingly unsolvable problem situations.

Learning Outcomes

  1. The realization that even a complex incident can be reduced to one OBJECT and one FAULT

  2. Implement “FACTOR ANALYSIS”, an effective, systematic and repeatable way of conducting investigations. This results in increased confidence once you've completed the process.

  3. Remove irrelevant information as quickly as possible in the investigation process, eliminating trial-and-error.

  4. The absolute importance of asking the “right questions from the right person to obtain the right factual data”.

  5. The realization that a minimalistic approach with relevant data can provide much faster and more accurate answers than an aimless brainstorming or “health check” exercise.

  6. The understanding that there is a major difference between “Technical Cause and Root Cause” and that this single fact is the key to success.

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Meet Your Trainers

Dr. Mat-Thys Fourie

Dr. Mat-Thys Fourie is a Professional Problem Solver as accredited by the Institute of Professional Problem Solvers (IPPS). He is an author of several books on Root Cause Analysis, Project Management, Problem Solving and is the co-author of the KEPNERandFOURIE® Thinking methodologies.

He has over 35 years of Problem Solving and Decision-Making transformational experience helping organizations across the world solve some of their most vexing and seemingly unsolvable problems. He has worked across a wide spectrum of industries from Automotive, Financial, Manufacturing, Medical Devices, Pharmaceutical, Nuclear, Insurance, Airline, Technology, and Telecommunications.

He has worked in companies such as Macquarie Group, SASOL, Unisys, SITA, Barclays, RBS, NCS, Singapore Stock Exchange, BMW, VW, Cadbury Schweppes, Westpac, National Australia Bank, Department of Education NSW Australia, Kimberly-Clark, Hollister, Stihl Inc., and the U.S. Navy.

 

Dr. Fourie’s primary passion is developing in-house professionals and help organizations to improve their problem-solving and decision-making practices. These days he is mostly available as a consultant, facilitator, and/or contractor working alongside an in-house incumbent helping them to initiate and execute a sustained improved problem-solving company culture.

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Tan Heng Meng

Mr. Tan Heng Meng is a seasoned trainer, consultant and lecturer. His professional practice specializes in Project Management, SCRUM Agile Methodology, Business Analysis, as well as IT Service Management and Service Quality.

 

He has held positions of Director for Asia South Region, Division Manager, Consulting Business Development Manager and Engineering Manager of several US multinational and local companies.

Mr. Tan has over 30 years of corporate experience in healthcare organizations such as UniLab, with a large trading conglomerate, national government agencies, and IT solution providers. He has vast working experience in various facets of IT adoption in Asia/Pacific through his roles as system developer, MIS manager, marketer, industry analyst and technology evangelist throughout his career.

Snippets of Dr. Mat-Thys Fourie's Presentation on Problem Solving 
at the SPMI Symposium, Marina Bay Sands

Root Cause Analysis for IT: What Does It Cover?

Workshop Cost After SSG Subsidies
With effect from 1st Jan 2022

Category

Price

MCES >40 years old Singaporean Citizen

SME for Singaporean/SPR

21-39 years old Singaporean/PR (and NON-SME

$384

$384

$640

Foreigner

$1280

Upcoming Workshops

Workshop

IT-RCA (Zoom)

IT-RCA

Days

Mon - Wed

TBC

Date

06 - 08 Jun 2022

TBC

Frequently Asked Questions

What is KEPNERandFOURIE® ?

KEPNERandFOURIE®️ is the brand name of a World Class Problem Solving methodology co-developed by the late Professor Chuck Kepner and Dr. Mat-thys Fourie.

The KEPNERandFOURIE®️ Problem Solving Methodology is a framework for systematic analysis utilizing problem-solving and decision-making templates. Its prepared, structured questions enable teams from various disciplines to collaborate more successfully with relevant and qualified data sources.

It helps organizations to find the root cause ‘first time every time’ through the use of proprietary and unique investigation processes. The model can be transferred to an organization’s in-house coaches, facilitators, and staff to use these processes independently.

KEPNERandFOURIE®️ tools have helped many MNCs save multi-million dollars on projects leakages, delays, and lapses. It is also used to solve many downtime issues in the areas such as Production Systems, IT Helpdesks in major financial institutions, Software Development Projects, Virtual Networks, and many others.

Today KEPNERandFOURIE®️ tools are used in advanced levels of professional Problem-Solving in ITIL and DevOps.

 

Which organisations has it helped?

Trusted by organizations around the world, KEPNERandFOURIE®️ is used by both private companies and governments all over the world including: SKF, BMW, London Stock Exchange Group, Merck, ANZ, Barclays, US Navy, Singapore Exchange (SGX), and many other leading organizations.

What is IT-ROOT CAUSE ANALYSIS (IT-RCA™)

Our IT Root Cause Analysis (IT-RCA™) program aims to effectively investigate and pinpoint the technical causes of your organization’s problems.

​This IT-RCA™ Programme is specially curated for Project/Programme, Managers, IT Professionals, and Subject Matter Experts (Technical Specialists). When a major problem arises and is difficult to resolve, managers frequently find it difficult to isolate the source of the problem, this is where these tools are most useful. 

Through this program, we provide you with essential tools to effectively pinpoint the technical causes and resolve the problem quickly.

How will our IT-RCA™ Masterclass help an IT Professional?

In this 3-Day Masterclass, you'll learn how to identify the "core fault" in an incident. 

Our approach will enable the investigator to get all stakeholders on board to agree on the specific “core fault” of the incident. The realization that even a complex incident can be reduced to one OBJECT and one FAULT.

Learn to ask the Right Questions to the Right Stakeholders - It's vital to ask the correct questions from the appropriate subject matter experts to receive proper information. A precisely developed, well-structured questionnaire accomplishes this.

​By being able to solve root causes and technical root causes quickly of any major issues in an IT environment, IT Professionals will be able to prove their strong value-add to the organization which they serve. 

How will our IT-RCA™ Masterclass help a major IT Organization?

We equip you and your team with Practical and Proven Skills and methodology to succeed.  

These are the top 5 reasons why many global MNCs invest in our training and consultancy:- 

 

  1. Acquire a proven way to reduce Mean Time to Restoration (MTTR) by at least 80%.

  2. Reduce the number of meetings with stakeholders (be it internal or with vendors) to arrive at the same or improved conclusion

  3. Implement a practice that would have an exponential impact on the reduction of general incidents and virtually eliminate recurring incidents in any aspect of systems or applications.

  4. Close the percentage of open tickets by at least 50%, even if they are “old” ones in the IT help desk center.

  5. Make a meaningful contribution to Knowledge Management Database by adding the latest findings to the “known error list.” 

Can I claim PDUs on KEPNERandFOURIE® workshops?

Yes you can.

KEPNERandFOURIE® is an accredited Training Vendor with PMI. Each Workshop hour is equivalent to 1 PDU.

Post the workshop, Stevenson Hureca will issue KEPNERandFOURIE® certificates to individuals who have completed our Workshop(s). This will enable PMP-certified professionals to enjoy this PDUs accreditation once they apply to the PMI US portal website.

For example, if you attended a 24-hour workshop, you will enjoy 24 PDUs.

 

I am 40 years old and above. Do I qualify for training subsidies?

Yes, for Singapore Citizens 40 years & above, 30% of WSQ course fee applies under the SkillsFuture Mid-Career Enhanced Subsidy, and you will only pay $384. SkillsFuture credits are applicable as well.

 

I am 39 years old and below. Do I qualify for training subsidies?

Note that the SSG Subsidy for the age group of 39 and below is much less. The fees will be $640 after subsidies for Singapore Citizens 39 years & below and Singapore PRs.  SkillsFuture credits are applicable as well.

 

I am a Foreigner with EP and can I attend?

There is no SSG subsidy for this category and you are welcome to join at the full fee price of $1280. You will receive a KEPNERandFOURIE® certificate of completion and be able to apply the PMI US Website and enjoy 24 PDUs.

 

Can my company sponsor my training?

Yes, they can. If your company is an approved SME, they only need to pay 30% of the WSQ course fee and can claim absenteeism payroll at $4.50 an hour. If your company is non-SME (MNC), they need to pay 50% of the Nett Fee which is $640 (for Singaporeans and PRs only)  and canclaim absenteeism payroll at $4.50 an hour.

 

I am not from the IT industry, will the Masterclass be relevant to me?

In this public workshop, the case studies used are mostly IT-centric and hence not suited for non-IT professionals.

This methodology can be used in any industry. For in-house workshops for Corporate Clients, our consultant can contextualize the case studies to your industry or company-related cases. Contact our Course Advisor/Consultant for more information.

I would like to maintain my PMP certification. Can I earn PDUs by completing the IT-RCA™ Masterclass?

Yes! PMP members will earn 24 PDUs.

 

Why is this course so affordable?

A typical 3-day internationally accredited Technical course will easily cost $2000 for a 3-Day workshop.

 

We have intentionally made this affordable so that many IT professionals including PMPs and working PMETs can learn such useful tools to help them in their companies to improve productivity and boost their professional careers. 

Will I receive a certification at the end of the Masterclass?

Yes! You will receive 2 Certificates in pdf format.

 

The first certificate is from Skillsfuture Singapore (SSG). SSG will issue a Statement of Attainment (SOA) 3-4 weeks after you have successfully attained Competency in the Assessment.

For the 2nd certificate, Stevenson Huréca will issue KEPNERandFOURIE® certificate of completion with the number of hours completed. This will enable your PDU claims from the PMI US portal.  

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Who Should Attend?

  • This is a 3-Day workshop designed to equip participants with the essential tools and techniques to pinpoint, investigate and diagnose the technical causes to your organisation's problems.

  • It is suitable for project/programme managers, IT professionals, subject matter experts, technical experts, specialist and any staff involved or participating in projects.