Problem Solving Program解決問題過程(ppt)
Problem Solving Program 解決問題過程
Purpose of this Course 課程的目的
To provide teams with a structured method for examining problems and finding solutions
給小組一種結(jié)構(gòu)化的方法，以檢驗問題和找出解決方案
To install a common language for problem-solving. Eliminate cultural and language barriers.
建立解決問題的共同語言，消除文化和語言差異
To introduce new tools and coordinate with existing tools
介紹新的工具，調(diào)整現(xiàn)有的工具
To improve interpersonal skills.
提高人際技巧
Improve quality of work life.
提高工作質(zhì)量
Improve effectiveness
提高效率
Improve self confidence
提高自信
A Culture Change is Required 需要改變的文化
“The Most Productive Enterprise on Earth” 世界上最有生產(chǎn)力的企業(yè)
Purpose of the Problem-Solving Process解決問題過程的目的
Provide teams with a step-by-step approach for problem-solving, plus procedures for:
帶領(lǐng)小組一步步解決問題，步驟如下：
Uncovering root cause
發(fā)現(xiàn)問題的根本
Making decisions
進行決策
Planning and evaluating
計劃和評估
General Learning Objectives 學(xué)習(xí)的一般目標
Upon Completing This Program You Will Be Able to
課程結(jié)束后，你將能夠：
Know and apply the problem-solving process to a job-related problem
知道并運用解決問題的步驟解決工作問題
Speak the common language when discussing or dealing with problem-solving
在討論和解決問題時有共同的語言
Recognize, interpret, and demonstrate interactive behaviors to work effectively in a group
認識、說明、論證小組自之間的合作，使工作更有效
Perform roles of problem-solving process team members
在小組之間分配解決問題過程中執(zhí)行的角色
Select and apply new tools – as well as tools you are presently using – in the various steps of the problem-solving process.
在解決問題的過程的各個步驟選擇和運用新的工具－包括你目前正在使用的工具
Problem-Solving Process 解決問題的過程
How this course was developed
課程產(chǎn)生的過程
Based on the well-known Xerox program
建立在著名的
A collection of best practices in problem-solving
解決問題的最佳實例集錦
Specially designed to interrelate with tools and resources already in place at Your Company
結(jié)合工具和貴公司現(xiàn)有資源，量身定做
Interactive Behaviors 合作方法
Value: Effective interactive behaviors…
價值：有效的合作
Help Develop an open climate of trust.
有助于營造開放信任的氣氛
Help build teams有助于建立團隊
Help us work together to reach consensus
有助于團結(jié)合作，達成一致
Improve communications促進溝通
Save time節(jié)省時間

The Winds of Change 變化的方向
What are your reactions to change?
你對變化的反應(yīng)
How do you view this change?
你如何看待變化
What concerns do you have?
你的意見如何
How can we successfully manage change?
我們?nèi)绾纬晒Φ墓芾碜兓?
Step 1: Identifying and Selecting a Problem 第一步：認識和選擇問題
Here’s what we’ll be doing:
以下是我們要做的：
Review tasks of Step 1 – and tools which may be used
回顧步驟1的任務(wù)，及可能用到的工具
Discuss problem statements
討論問題陳述
Look at a teaching example
閱讀教學(xué)案例
Attend first PSP meeting
參加第一個解決問題會議
Apply what we have learned to select　a job-related problem
應(yīng)用我們所學(xué)的知識選擇一個與工作相關(guān)的問題
Step 1: Identifying and Selecting a Problem 第一步：認識和選擇問題
Here’s what we’ll be doing:
Review tasks of step 1 – and tools which may be used
Discuss problem statements
Look at a teaching example
Attend first PSP meeting
Apply what we have learned to select　a job-related problem
Step 1 tasks
DetermineTheme
確定主題
List
列出問題明細

Select
選擇

Write
記錄
Determine
決策
Determine/select　an area of focus
決定和選擇目標區(qū)域
Make a list of problems related to the Theme. Break into smaller, manageable problems
列出與主題相關(guān)的問題，細分至可控制的問題
Identify the most appropriate problem to work on.
確定最需要解決的問題


Clarify and write a problem statement
明確并寫出問題陳述


Do we need to analyze for root cause?
我們需要分析根本原因嗎

First Task: Determine the problem-Solving Theme 第一項任務(wù)：確定解決問題的主題
Sources of Theme主題的來源
Management管理
Mission Statement陳述
Complaints or problems抱怨和問題
Group members小組成員
Goals目標
Criteria基本原則
Area where group has expertise or influence
小組專長或影響的領(lǐng)域
Complements job responsibilities
完成工作職責
Presents solvable problems
提供可以解決的問題
Second Task: List problems related to Theme 任務(wù)2：列出與主題相關(guān)的問題
Use a Structure Tree to Break Down Into Manageable Problems運用結(jié)構(gòu)樹的方法將管理問題細分問題
Ask Questions and Prioritize提問及排序
What has the problem什么會有問題的？
What are you having a problem with?你有什么問題
Can you be more specific?你可以更專業(yè)嗎？
What do you mean by… … ?這……對你以為著什么？
What is the problem?問題是什么？
What is actually happening?現(xiàn)實中發(fā)生的嗎？
What bothers you about… ?什么正困擾著你？
What do you mean by …?這…對你意味著什么？
What specifically is wrong…?典型的錯誤是什么？
What evidence do you have… ?你存在的問題？

Third Task: Select One Problem 第三項任務(wù)：選擇一個問題
Select the problem to be addressed by the team (consider priority and selection criteria)
選擇一個小組提出的問題（考慮優(yōu)先性和選擇的基本標準）
Examples of Selection Criteria:
選擇的標準范例：
Simplicity – how easily can we solve?簡單－我們解決它的難易度？
Speed – How fast can we solve?速度……我們解決它所用的時間
ROI – What is the payback？ROI－可能的回報？
Available resources – Do we have what’s needed to do this job?
可利用資源－完成這項工作需要的資源？
Control – Is this problem under the influence of the group
控制－這個問題受小組的影響嗎？
Fourth Task: Clarify and Write a Problem Statement 第四項任務(wù)：明確并寫出問題陳述
Include “As Is” and “Desired State” Guidelines for problem statements
包括有關(guān)的“現(xiàn)狀”和“目標”的問題陳述的概要
As specific as possible
越有針對性越好
Observable/Measurable
可觀察/可測量
No Causes or Solutions
沒有原因或解決方案
Sufficiently narrow in scope
范圍足夠窄
Fifth Task: Determine If We need to analyze for Root Cause 第五項任務(wù)：決定我們是否需要分析根本原因
Ask … Do we know why?
問…我們知道為什么嗎？
Go to Step 2 – Analyze for Cause
到第二步－分析原因
If the answer is :
如果答案是：
We do not know why
我們不知道為什么？
We have some ideas about the cause(s) but are not sure
我們對原因有一些想法但不明確



Select a Problem to Solve Using Six Step PSP 應(yīng)用6步解決問題法選擇要解決的問題
Team Effort小組努力
Contemporary Issue共同的意愿
Potential for Payback潛在回報
Can Get Data得到數(shù)據(jù)
Within Our Control可控
Reasonable Time to Solve (3-4 month or less)合理的解決問題的時間
Step 2 Analyzing the Problem for Cause 第2步：為尋找原因而分析問題
Review Tasks of Step 2回顧步驟2的任務(wù)
Tool: Fishbone工具：魚骨
Review data on possible causes考察可能理由的數(shù)據(jù)
Teaching example教學(xué)案例
Attend second and third PSP meetings and identify causes
加入第2次和第3次的解決問題會議并明確原因
Plan for data collection – job-related problem
收集數(shù)據(jù)的計劃－與工作有關(guān)的問題
Step 2 Tasks第2項任務(wù)
Identify the data you need. Plan to collect it
確定你需要的數(shù)據(jù)，并制定收集計劃

Obtain as much relevant data as you can
盡可能獲得合理的數(shù)據(jù)
Graphically display data
圖表表示數(shù)據(jù)

Draw conclusions from displayed data to identify causes. Prove assumptions
從現(xiàn)實的數(shù)據(jù)中得出結(jié)論確定原因，證實原假定
Revise problem statement as required
按需要修改問題陳述

What do we want to know?
我們需要知道什么？
To understand/describe problem
去理解并描述問題
To help identify root cause
有助于明晰根本原因
Want questions will we ask?
我們需要問的問題？
How will we get the information
我們將如何得到這些信息

Here’s what we’ll be doing:
我們要做：
Look at tools
閱讀工具
Review teaching example
回顧教學(xué)案例
Attend PSP Meeting #4 – generating Potential Solutions
參加解決問題第4次會議－得出潛在解決方案
Step 3 Tasks步驟3任務(wù)
Make a list of solutions which may solve the problem列出可能的解決方案
Get a common understanding
建立共識
Identify requirements must meet.
明確必須滿足的需求

Eliminate solutions which don’t meet absolute requirements
刪去不能滿足絕對需求的解決方案
Reduce the list to a few workable solutions
精簡可操作性方案
Third Task: Establish Absuolute requirements 第三項任務(wù)：建立絕對需求
Identify Requirements the Solution MUST Meet
明確解決方案必須滿足的需求
Requirements must be …
需求必須是
Mandatory
強制性的
Realistic
現(xiàn)實的
Measurable
可測量的
Step 4: Selecting and Planning the Solution 第4步：選擇和計劃解決方案 Here’s What We’ll be Doing我們要做
A. Selecting選擇
Review tasks for selecting a solution
回顧任務(wù)以選擇一個解決方案
Learn new tools to help us rate and select　solutions
學(xué)習(xí)新的工具幫助評估和選擇方案
Review the teaching example
回顧教學(xué)案例
Attend PSP Meeting #5 – Select a solution for our case study
參加解決問題第5號方案－為我們的案例選擇一個解決方案
B. Planning計劃
Review tasks for planning the solution
參考任務(wù)單，計劃解決方案
Step 4B Tasks步驟4B 任務(wù)
Develop Criteria列出基本標準
Create
創(chuàng)建

Test and Modify
試驗與修正
Establish
Evaluation
建立評估
Strategies
戰(zhàn)略
List criteria for the plan
列出計劃可能的基本標準
Build an implementation plan
建立一個執(zhí)行計劃
Look for things that might go wrong and determine how to deal with them
找出一個可能出錯的情況，并決定如何解決
Create a plan for evaluation the solution
建立一個計劃去評估此方案
Step 4A Tasks步驟4A任務(wù)
Establish
Criteria
建立標準
Select
選擇標準

Get
得出結(jié)論

Second Task:Create the Plan 任務(wù)2：建立計劃
Plan should include:
計劃應(yīng)該包括
Process Control System/Tracking System
過程控制系統(tǒng)/跟蹤系統(tǒng)
Responsibilities identified責任劃分
Statement of Tasks任務(wù)說明
Commitment Strategy戰(zhàn)略保證
Contingency Plans應(yīng)急計劃
Communication/Information Transfer信息傳遞
A Method Of Evaluation評價方法
Third task:Test And modify plan 任務(wù)3：試驗與調(diào)整
Select Objective Person To Help選擇目標人去幫助
Make Critical Review Of Plan:制定嚴格的計劃檢查
What problems could we have?可能的問題是什么
What could cause each problem?每一個問題產(chǎn)生的原因
Protect Your Plan保護你的計劃
Decide among 4 alternatives
在4個備選方案中選擇
Take action against causes
針對原因采取措施
Add more contingency plansDo both 1 and 2 for some problems
制定更多的應(yīng)急計劃
Accept risk and stay alert (before, during, and after implementation)
接受風(fēng)險并在執(zhí)行前、期間、之后控制風(fēng)險

Fourth task:Establish Evaluation Strategies 任務(wù)4：建立評估策略
Determine決定
Evaluation data to collect
評價要收集的數(shù)據(jù)
How well did the solution fix the problem?
方案是否很適合問題
How well did the solution meet our needs
方案是否滿足我們的需求
Have any new problems been created?
是否有新的問題出現(xiàn)
Data collection method
數(shù)據(jù)收集方法
Step 5: Implementing the Solution 第5步：方案執(zhí)行
Review tasks任務(wù)回顧
Review the teaching example
教學(xué)案例回顧

Step 6 Tasks步驟6 任務(wù)
Evaluate
Results
評價結(jié)果
Check
檢查
Install
貫徹
Recycle
循環(huán)
Compare with desired state
對比目標狀態(tài)

Identify any new problems created by the solution
明確方案引發(fā)的問題

Install successful solutions and implement new standard.
貫徹成功的方案并執(zhí)行新的標準

Repeat process for next problem
在下一個問題中重復(fù)這個過程


Problem Solving Program解決問題過程(ppt)