What You Will Learn

Who Should Attend?

Course Outline

Unit 1: Problem-Solving Skills

  • Overview
  • Problem-Solving Skills 
  • Your Problem-Solving Approach 
  • Identify Obstacles 
  • Tips for Improving Problem-Solving Skills

Unit 2: The Art of Troubleshooting

  • Troubleshooting
  • Steps for Effective Troubleshooting
    Questioning Skills
    The Five W's & H Technique
  • Troubleshooting Challenges
    A Team Approach to Troubleshooting

Unit 3: Using a Structured Problem-Solving Approach

  • From Troubleshooting to Structured Problem-Solving
  • Introduction to Structured Problem-Solving 
  • The Phases of a Structured Problem-Solving Approach
  • Avoid Common Pitfalls

Unit 4: Getting to the Root of the Problem

  • Getting to the Root of the Problem
  • Root Cause Analysis (RCA)
  • Problem-Solving Techniques 
    Five Why
    Ishikawa "Fishbone" Diagram
    Affinity Diagram
    Pareto Analysis
    Flow Charts

Unit 5: Problem-Solving Methods

  • The Difference Between an Approach, Technique, and Method 
  • Problem-Solving Methods
    Appreciative Inquiry
    Chronological Analysis
    The Kepner-Tregoe Method



Virtual Classroom

Price: $1,495

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours a day for two days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

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Public Classroom

Price: $1,495

Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.


HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description