NUS
 
ISS
 
NUS ISS

Systems Thinking & Root Cause Analysis

Overview

Reference No TGS-2020001494
Part of -
Duration 2 days
Course Time 9:00am to 5:00pm
Enquiry Please email ask-iss@nus.edu.sg for more details.
When we have difficult digitalisation problems to solve, it pays to have good frameworks and methods to allow the problem to be worked through systematically and successfully. For example, techniques to cater to
  • Complicated problems such as
    • tough technical problems (e.g. a mission critical system is down) where experts have difficulty finding the root cause
  • Complex problems such as
    • improving an organisation for which its mission-critical digital services fail repeatedly over time, and the organisation is not able to improve and minimise such incidents
    • methods to handle an environment that is VUCA (Volatile, Uncertain, Complex and Ambiguous) such as to achieve digital transformation and/or create successful new digital services in spite of the VUCA environment or market
    • analysing and creating or improving a complex stakeholder ecosystem for a digital service
  • Chaotic problems such as
    • Major incidents, disasters or crisis causing significant chaos to the organisation and its digital services
    This course will provide systems thinking and root cause analysis skills to cater to the above.
    Techniques covered will include data-hypothesis cycle for complicated problems; analysis and change of systems behaviour (e.g. via System Archetypes, causal loop mapping and ecosystem analysis and design); analysis and change of people behaviour (e.g. via understanding and changing mental models, understanding and working with cognitive biases, allies and adversaries analysis and approach); framework approaches to complicated, complex and chaotic problems and how these are manifested in techniques such as Sense-making, Lean Startup and Design Thinking as well as in other techniques.
    Workshops will allow the participants to gain the skills in relevant approaches.

    This course is part of the Digital Agility, Professional Diploma in Smart Health Leadership, Professional Diploma in Digitalisation offered by NUS-ISS.

    Upcoming Classes

    Class 1 22 May 2025 to 23 May 2025 (Health Services Run) (Full Time)

    Duration: 2 days

    Time:
    9:00am to 5:00pm

    Class 2 21 Aug 2025 to 22 Aug 2025 (Health Services Run) (Full Time)

    Duration: 2 days

    Time:
    9:00am to 5:00pm

    Class 3 27 Oct 2025 to 28 Oct 2025 (Full Time)

    Duration: 2 days

    Time:
    9:00am to 5:00pm


    Key Takeaways

    At the end of the course, the participants will be able to:

    • Understand the importance, and key principles, of systems thinking for organisational process improvement
    • Evaluate and perform analysis of business scenarios/processes to differentiate the different types and relevant strategies required for each
    • Devise appropriate solutions to process enhancements, based on systems thinking analysis, evaluation of alternatives, and monitoring/sense making of performance achieved
    • Apply appropriate implementation approaches for different categories of scenarios
    • Understand the importance of, and opportunities for, stakeholder engagement through the systems thinking process
    • Determine when and how to apply a variety of systems thinking tools, templates, frameworks and checklists
    • Apply relevant techniques to find the root causes for process enhancement 


    Who Should Attend

    This 2 day programme is intended for those who wish to acquire skills in solving difficult problems.

    This course is suitable for decision makers, managers, professionals in technical and other domains as well as those working within transformation functions, including innovation teams and quality improvement teams.

    Prerequisites:
    This is an intensive, intermediate course. Participants with some prior years of experience working with different functional teams in an organisation will benefit more from the course.  However, no specific technical or management skills are required.

    What to Bring

    No printed copies of course materials are issued.
    Participants must bring their internet-enabled computing device (laptops, tablet etc) with power charger to access and download course materials.

    Device requirements:
    Wintel laptop, Android or iOS device with power charger for access to the learning tools e.g. e-courseware on NUS learning management system, LumiNUS.

    Device OS versions need to be still under support by Microsoft, Google and Apple respectively.

    Device need to be able to install new software and download files from the internet (via public wifi with login) where required.



    What Will Be Covered

    This course will cover :
  • Introduction - Difficult Problems and the need for Systems Thinking & Root Cause Analysis
  • Framework to analyse problems into relevant categories (Complicated, Complex, Chaotic) so as to apply appropriate approaches
  • Complicated problems
    • Examples of complicated problems
    • Techniques to cater to complicated problems (e.g. objective problem specification, data-hypothesis cycle for complicated problems and supplementary techniques, role of workarounds)
  • Complex problems
    • Examples of complex problems
    • Techniques to cater to complex problems
    • Analysis and change of system behaviour (e.g. via System Archetypes, causal loop mapping and ecosystem analysis and design)
    • Analysis and change of people behaviour (e.g. via understanding and changing mental models, understanding and working with cognitive biases, allies and adversaries analysis and approach)
    • Approaches to complex problems and how approach is manifested in techniques such as Sense-making, Lean Startup and Design Thinking
  • Chaotic problems
    • Examples of chaotic problems
    • Techniques to cater to chaotic problems (e.g. role of leadership and principles, effective use of delegation with sense-making and triage in chaotic situations, organising and preparing for chaos)
  • Disorder (problem that combines 2 or more of the above)
    • Examples and techniques



    Fees & Subsidies

    Fees for 2024
      Full Fee Singaporeans & PRs
    (self-sponsored)
    Full course fee S$1800 S$1800
    ISS Subsidy  - (S$180)
    Nett course fee S$1800 S$1620
    9% GST on nett course fee S$162 S$145.80
    Total nett course fee payable, including GST S$1962 S$1765.80
    Note:
    1. All fees and subsidies are valid from January 2024, unless otherwise advised.
    2. All self-sponsored Singaporeans aged 25 and above can use their SkillsFuture Credit to pay for course fees. For more information about SkillsFuture Credit, click here.
    3. From 1st January 2024, the GST will be increased to 9%.


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    Certificate

    Certificate of Completion
    Participants have to meet a minimum attendance rate of 75% and are required to pass the assessment to be issued a Certificate of Completion.


    Preparing for Your Course

    NUS-ISS Course Registration Terms and Conditions

    Find out more.

    NUS-ISS and Learner’s Commitment and Responsibilities

    Find out more.

    WIFI Access

    WIFI access will be made available to participants.

    Venue

    NUS-ISS
    25 Heng Mui Keng Terrace
    Singapore 119615

    Click HERE for directions to NUS-ISS

    In the event of a change of venue, participants are advised to refer to the acceptance email sent one week prior to the commencement date.

    Course Confirmation

    All classes are subject to confirmation and NUS-ISS will send an acceptance email to participants one week prior to the commencement date. Confirmed registrants are to attend and complete all lectures, class exercises, workshops and assessments (where applicable). Additionally, all responses to feedbacks and surveys conducted by NUS-ISS and its partners must be submitted. All training and assessments will be delivered as described in the course webpage.

    General Enquiry

    Please feel free to write to ask-iss@nus.edu.sg if you have any enquiry or feedback.



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