WSQ Problem Identification | TGS-2020503376

Overview

When problems arise in one department or station, it may affect the other departments and colleagues, causing the problem to snowball, making it even bigger than it originally was. Unresolved problems will ultimately affect both internal and external customers, creating disharmony and dissatisfaction. Therefore, analysing the root cause of issues and finding suitable solutions is critical – which is the topic for this module.  

Problem Identification is a 16-hour SSG-approved course delivered within a span of 2 days with 14 hours of training and 2 hours of assessment. Participants may use their SkillsFuture credits for this WSQ Level 4 Statement of Attainment certification.

Objectives

On completion, participants will have the abilities and knowledge in Technical Skill and Competencies (TSC) at the workplace. These include:

TSC (code): Problem Identification (RET-ACE-4006-1.1)

Abilities

 

AB1. Identify the types of performance deficiency and examine the causes and their impact on organisation-related aspects.

 

AB2. Identify the root causes of the problems with team members using appropriate group facilitation techniques.

 

AB3. Deduce relevant linkages and patterns to identify key implications on organisational systems and processes.

 

AB4. Develop corrective action plans for any shortfalls identified in implemented solutions.

 

AB5. Shortlist and evaluate the most viable ideas using appropriate problem-solving and decision-making techniques and tools.

 

AB6. Determine a preferred solution using appropriate methods and draw up implementation plans to implement solutions.

 

AB7. Evaluate the effectiveness of the implemented solution and implementation plans.

 

Knowledge

 

KN1. Criteria for identifying performance deficiency or cause of failure in organisational systems and processes. Organisation's service escalation process.

 

KN2. Criteria for shortlisting ideas using problem-solving tools.

 

KN3. Application of problem-solving tools and techniques.

 

KN4. Techniques used during problem solving and decision-making processes.

 

KN5. Types of analytical tools and techniques in terms of problem identification.

 

KN6. Types of decision-making models for arriving at the preferred solution and their features.

 

KN7. Techniques to evaluate the effectiveness of implemented solution and implementation plan.

 

KN8. Factors affecting the effectiveness of an implementation plan.

 

KN9. Rationale for the different components in a corrective action plan.

 

 

Learning Outcomes

To assess root causes and contributing issues of problems or situations, this unit includes knowledge and application skills to recognise underlying reasons and contributing issues of problems or situations and deduce appropriate interconnections and trends to identify key implications on systems and processes.

 

Instructional Methodology  

  • Case Study
  • Class Discussion
  • Group Activity
  • Lecture
  • Role Play

 

Duration

Training Hours

14  

Assessment Hours

2

Total Hours

16

 

 

·         Version: 1.0

·         Effective Date: Jan 2020

·         Author: SCCIOB

Learning Unit (LU)

Contents

 

Introduction

LU 1

Identify Types of Performance Deficiency and Root Causes of Problems

1.1

Identification of Problems

1.2

Group Facilitation to Ascertain Problem Causes

LU 2

Generate Solutions with Tools and Techniques

2.1

Identification of Linkages and Patterns

2.2

Application of Problem-Solving Techniques

2.3

Selection of Solution with Decision Making Models

LU 3

Monitor Effectiveness of Pilot Run

3.1

Evaluation of Effectiveness of Solutions and Plans

LU 4

Recommend Refinements to Implemented Solutions

4.1

Develop Corrective Action Plans

 

Personal Reflection

 

Instructions to Candidate

 

Glossary

 

References

 

 

The candidate will be assessed for skills and knowledge acquired according to the above-mentioned “Abilities” (AB) and “Knowledge” (KN). As part of the assessment, each candidate is required to:

  1. Complete a Written Assessment
  2. Complete a Case Study Assessment

Candidate will be considered competent when all learning outcomes/evidence are fulfilled as per assessment checklist and minimum attendance requirement of 75% is met. 

Written Assessment:

  • This is a summative, open-book assessment.
  • The duration for this assessment is 60 minutes.
  • Candidate will be considered competent if he/she is able to answer all questions correctly based on: AB1, AB5, KN1, KN2, KN3, KN4, KN5, KN6, KN9.
  • Oral inquiry will be used should there be insufficient evidence for this assessment.

Case Study Assessment:

  • This is a summative, open-book assessment.
  • The duration for this assessment is 60 minutes.
  • Candidate will be considered competent if he/she is able to answer all questions correctly based on: AB2, AB3, AB4, AB6, AB7, KN7, KN8.
  • Oral inquiry will be used should there be insufficient evidence for this assessment.

 

This synchronous e-learning unit is module number 6 of the WSQ Diploma in Retail (Retail Operations).

MCES, Enhanced Training Support for SMEs and other schemes are available for subsidised training.