Problem Solving Program解決問(wèn)題過(guò)程(ppt)
Problem Solving Program 解決問(wèn)題過(guò)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(yàn)問(wèn)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(wèn)題的共同語(yǔ)言，消除文化和語(yǔ)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(wèn)題過(guò)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(wèn)題，步驟如下：
Uncovering root cause
發(fā)現(xiàn)問(wèn)題的根本
Making decisions
進(jìn)行決策
Planning and evaluating
計(jì)劃和評(píng)估
General Learning Objectives 學(xué)習(xí)的一般目標(biāo)
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(yùn)用解決問(wèn)題的步驟解決工作問(wèn)題
Speak the common language when discussing or dealing with problem-solving
在討論和解決問(wèn)題時(shí)有共同的語(yǔ)言
Recognize, interpret, and demonstrate interactive behaviors to work effectively in a group
認(rèn)識(shí)、說(shuō)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(wèn)題過(guò)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(wèn)題的過(guò)程的各個(gè)步驟選擇和運(yùn)用新的工具－包括你目前正在使用的工具
Problem-Solving Process 解決問(wèn)題的過(guò)程
How this course was developed
課程產(chǎn)生的過(guò)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(wèn)題的最佳實(shí)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(jià)值：有效的合作
Help Develop an open climate of trust.
有助于營(yíng)造開(kāi)放信任的氣氛
Help build teams有助于建立團(tuán)隊(duì)
Help us work together to reach consensus
有助于團(tuán)結(jié)合作，達(dá)成一致
Improve communications促進(jìn)溝通
Save time節(jié)省時(shí)間

The Winds of Change 變化的方向
What are your reactions to change?
你對(duì)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(jiàn)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(rèn)識(shí)和選擇問(wèn)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(wèn)題陳述
Look at a teaching example
閱讀教學(xué)案例
Attend first PSP meeting
參加第一個(gè)解決問(wèn)題會(huì)議
Apply what we have learned to select　a job-related problem
應(yīng)用我們所學(xué)的知識(shí)選擇一個(gè)與工作相關(guān)的問(wèn)題
Step 1: Identifying and Selecting a Problem 第一步：認(rèn)識(shí)和選擇問(wèn)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(wèn)題明細(xì)

Select
選擇

Write
記錄
Determine
決策
Determine/select　an area of focus
決定和選擇目標(biāo)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(wèn)題，細(xì)分至可控制的問(wèn)題
Identify the most appropriate problem to work on.
確定最需要解決的問(wèn)題


Clarify and write a problem statement
明確并寫(xiě)出問(wèn)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(xiàng)任務(wù)：確定解決問(wèn)題的主題
Sources of Theme主題的來(lái)源
Management管理
Mission Statement陳述
Complaints or problems抱怨和問(wèn)題
Group members小組成員
Goals目標(biāo)
Criteria基本原則
Area where group has expertise or influence
小組專長(zhǎng)或影響的領(lǐng)域
Complements job responsibilities
完成工作職責(zé)
Presents solvable problems
提供可以解決的問(wèn)題
Second Task: List problems related to Theme 任務(wù)2：列出與主題相關(guān)的問(wèn)題
Use a Structure Tree to Break Down Into Manageable Problems運(yùn)用結(jié)構(gòu)樹(shù)的方法將管理問(wèn)題細(xì)分問(wèn)題
Ask Questions and Prioritize提問(wèn)及排序
What has the problem什么會(huì)有問(wèn)題的？
What are you having a problem with?你有什么問(wèn)題
Can you be more specific?你可以更專業(yè)嗎？
What do you mean by… … ?這……對(duì)你以為著什么？
What is the problem?問(wèn)題是什么？
What is actually happening?現(xiàn)實(shí)中發(fā)生的嗎？
What bothers you about… ?什么正困擾著你？
What do you mean by …?這…對(duì)你意味著什么？
What specifically is wrong…?典型的錯(cuò)誤是什么？
What evidence do you have… ?你存在的問(wèn)題？

Third Task: Select One Problem 第三項(xiàng)任務(wù)：選擇一個(gè)問(wèn)題
Select the problem to be addressed by the team (consider priority and selection criteria)
選擇一個(gè)小組提出的問(wèn)題（考慮優(yōu)先性和選擇的基本標(biāo)準(zhǔn)）
Examples of Selection Criteria:
選擇的標(biāo)準(zhǔn)范例：
Simplicity – how easily can we solve?簡(jiǎn)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(shí)間
ROI – What is the payback？ROI－可能的回報(bào)？
Available resources – Do we have what’s needed to do this job?
可利用資源－完成這項(xiàng)工作需要的資源？
Control – Is this problem under the influence of the group
控制－這個(gè)問(wèn)題受小組的影響嗎？
Fourth Task: Clarify and Write a Problem Statement 第四項(xiàng)任務(wù)：明確并寫(xiě)出問(wèn)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(biāo)”的問(wèn)題陳述的概要
As specific as possible
越有針對(duì)性越好
Observable/Measurable
可觀察/可測(cè)量
No Causes or Solutions
沒(méi)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(xiàng)任務(wù)：決定我們是否需要分析根本原因
Ask … Do we know why?
問(wèn)…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(duì)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(wèn)題法選擇要解決的問(wèn)題
Team Effort小組努力
Contemporary Issue共同的意愿
Potential for Payback潛在回報(bào)
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(wèn)題的時(shí)間
Step 2 Analyzing the Problem for Cause 第2步：為尋找原因而分析問(wèn)題
Review Tasks of Step 2回顧步驟2的任務(wù)
Tool: Fishbone工具：魚(yú)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(wèn)題會(huì)議并明確原因
Plan for data collection – job-related problem
收集數(shù)據(jù)的計(jì)劃－與工作有關(guān)的問(wèn)題
Step 2 Tasks第2項(xiàng)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(jì)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(shí)的數(shù)據(jù)中得出結(jié)論確定原因，證實(shí)原假定
Revise problem statement as required
按需要修改問(wèn)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(wèn)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(wèn)的問(wèn)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(wèn)題第4次會(huì)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(shí)
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(duì)需求的解決方案
Reduce the list to a few workable solutions
精簡(jiǎn)可操作性方案
Third Task: Establish Absuolute requirements 第三項(xiàng)任務(wù)：建立絕對(duì)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(qiáng)制性的
Realistic
現(xiàn)實(shí)的
Measurable
可測(cè)量的
Step 4: Selecting and Planning the Solution 第4步：選擇和計(jì)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(gè)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(píng)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(wèn)題第5號(hào)方案－為我們的案例選擇一個(gè)解決方案
B. Planning計(jì)劃
Review tasks for planning the solution
參考任務(wù)單，計(jì)劃解決方案
Step 4B Tasks步驟4B 任務(wù)
Develop Criteria列出基本標(biāo)準(zhǔn)
Create
創(chuàng)建

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

Get
得出結(jié)論

Second Task:Create the Plan 任務(wù)2：建立計(jì)劃
Plan should include:
計(jì)劃應(yīng)該包括
Process Control System/Tracking System
過(guò)程控制系統(tǒng)/跟蹤系統(tǒng)
Responsibilities identified責(zé)任劃分
Statement of Tasks任務(wù)說(shuō)明
Commitment Strategy戰(zhàn)略保證
Contingency Plans應(yīng)急計(jì)劃
Communication/Information Transfer信息傳遞
A Method Of Evaluation評(píng)價(jià)方法
Third task:Test And modify plan 任務(wù)3：試驗(yàn)與調(diào)整
Select Objective Person To Help選擇目標(biāo)人去幫助
Make Critical Review Of Plan:制定嚴(yán)格的計(jì)劃?rùn)z查
What problems could we have?可能的問(wèn)題是什么
What could cause each problem?每一個(gè)問(wèn)題產(chǎn)生的原因
Protect Your Plan保護(hù)你的計(jì)劃
Decide among 4 alternatives
在4個(gè)備選方案中選擇
Take action against causes
針對(duì)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(jì)劃
Accept risk and stay alert (before, during, and after implementation)
接受風(fēng)險(xiǎn)并在執(zhí)行前、期間、之后控制風(fēng)險(xiǎn)

Fourth task:Establish Evaluation Strategies 任務(wù)4：建立評(píng)估策略
Determine決定
Evaluation data to collect
評(píng)價(jià)要收集的數(shù)據(jù)
How well did the solution fix the problem?
方案是否很適合問(wèn)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(wèn)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(píng)價(jià)結(jié)果
Check
檢查
Install
貫徹
Recycle
循環(huán)
Compare with desired state
對(duì)比目標(biāo)狀態(tài)

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

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

Repeat process for next problem
在下一個(gè)問(wèn)題中重復(fù)這個(gè)過(guò)程


Problem Solving Program解決問(wèn)題過(guò)程(ppt)