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Analytic_thinking_Pr - Analytical Thinking Spring 2007 Economics Accountin g Marketing Finance Strategy Statistics MLO Operation s Analytical

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Analytical Thinking Spring 2007
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2 Analytical Thinking boasts and supports technical competence Economics Accounting Marketing Finance Statistics Strategy MLO Operations The SMART person applies these skills to business problems. The SUCCESSFUL person persuasively communicates a point of view based on sound logic and judgement. Smart or Smart & Successful ?
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3 Benefits of Analytical Thinking Break down and structure complex problems Reveal gaps in your thinking Approach problems broadly and deeply Find evidence-driven solutions Make powerful, persuasive recommendations
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4 Practice Case: The Call Center Case Your company has a customer service call-center with limited capacity. I t is planning to add significant volume by rolling over call volume from another business unit. What should you do in order to prepare the call-center for the additional volume? Start with your solution and then give your reasoning.
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The Basics Analytical Thinking and Persuasive Communication
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6 Help you collect and organize random thoughts Allow you to see errors/omissions Help you to recognize patterns Allow you to present your analysis in a clear logical manner Allow you to build on your analysis for future questions Why use “Pyramids?” / Plus other available methods “Appreciation” – so what technique “Fishbone analysis” – map out cause and effect “SWOT analysis” – Strengths, Weaknesses, Opps, Threats “Mind mapping” – diagram your brain and link concepts Why use trees Other methods The method is not important – it is how you use it that really counts!
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7 Step 1: Defining the Problem Define the Problem as a Performance Gap Buckets” = root causes or potential barriers Evidence = data & facts *Freely adapted from: Minto, Barbara: The Minto Pyramid Principle Logic in Writing, Thinking and Problem Solving (Minto International, Inc. USA, 1996)
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8 Step 1: Defining the Performance Gap A Performance Gap is the space between where you are and where you should or aspire to be. Performance gaps identify existing problems and then look for their root causes or potential barriers to getting there .
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9 Step 2: Defining the “Buckets” – Finding Root Causes or Potential Barriers Define the Problem as a Performance Gap Buckets” = root causes or potential barriers Evidence = data & facts *Freely adapted from: Minto, Barbara: The Minto Pyramid Principle Logic in Writing, Thinking and Problem Solving (Minto International, Inc. USA, 1996)
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10 Step 2: Defining the “Buckets” –Finding Root Causes or Potential Barriers An accurate assessment of the true root causes or potential barriers is critical to solving the right problem. Develop hypotheses using theories, logic, and insight.
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This note was uploaded on 02/20/2009 for the course NBA 5150 taught by Professor Hostetler,michael during the Spring '08 term at Cornell University (Engineering School).

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Analytic_thinking_Pr - Analytical Thinking Spring 2007 Economics Accountin g Marketing Finance Strategy Statistics MLO Operation s Analytical

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