簡體033 dell問題解決培訓(xùn)

1、最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,1,Problem Solving Key to Continuous Improvement Workshop,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,2,Six Steps Problem Solving Process,Identify concernsAnalyze the problem (facts)Evaluate Alt

2、ernatives Propose and Implement Solution Analyze the OutcomeImprove the Process,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,3,The Six Step Problem Solving Process Model,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,4,Six Steps Problem Solvin

3、g Process,Step 1. Identify Concerns(How urgent or important is this?)Identifying the gapSmoke out the issues to the team or organizationUse analysis reports such as check sheets, Pareto chartsUse questions to probe

4、 for understanding of real issues which require further investigationList areas of concern and the consequences of not taking action eg. Defects, tardiness, attitude Proceed to identify concernsKeep asking to surface

5、the real issuesTeam to get agreement on area of mutual concern,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,5,Six Steps Problem Solving Process,Step 1. Identify Concerns(How urgent or important is this?)Identifying the gapSomet

6、hing is wrong and needs to be correctedSomething is threatening and needs to be preventedSomething is missing and needs to be providedSmoke out the issues to the team or organizationUse analysis reports such as check

7、 sheets, Pareto chartsUse questions to probe for understanding of real issues which require further investigationHow your team proceedsList Areas of Concern eg. STT, Defects, UMHQuestions to ask:Why is a solution ne

8、cessary? Consequences if nothing is done?What is (or is not) the problem? Keep asking to surface the real issuesWhat is/should be happening? Determine the appropriate gapProceed to identify concernsUse formats to hel

9、p get team agreement on area of mutual concern,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,6,Six Steps Problem Solving Process,Step 2. Analyze the ProblemInvestigate in Detail (gather and evaluate the facts)Write a statement t

10、hat identifies the root problemUse appropriate tools and techniquesChecksheets, reports, observationsBrainstorming (Alex F. Osborne, Applied Imagination, 1957)Force Field Analysis (Kurt Lewin, Field Theory in Social

11、Research, 1955)Cause and Effect Diagram or Fish Bone DiagramEnsure active participationBuild consensusProceed to analyze the problemTeam agreement that area of mutual concern has been sufficiently analyzedAllow for

12、 constructive criticism and concerns to be shared,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,7,Six Steps Problem Solving Process,Step 2. Analyze the ProblemInvestigate in Detail (evaluate the facts)Obtain valid information ab

13、out “what is”Write a statement that identifies the root problemUse appropriate tools and techniquesChecksheets, reports, observationsBrainstorming (Alex F. Osborne, Applied Imagination, 1957)Force Field Analysis (Ku

14、rt Lewin, Field Theory in Social Research, 1955)Cause and Effect Diagram or Fish Bone DiagramHow your team proceedsEveryone participates activelyBuild consensusProceed to analyze the problemUse formats to help get

15、team agreement that area of mutual concern has been sufficiently analyzed,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,8,The Effect (results which is influenced by the main factors or Causes) are placed in a fish bone diagram. Using

16、 this diagram will help to identify the real causesUses :To grasp the causal relationship between cause and effectTo stratifyTo analyze the possible causes,Effect,,,,,,A,B,C,D,,,,,,,,,Materials,Man,Methods,Machines,C

17、ause and Effect Diagram,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,9,The Force Field Analysis Tool,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,10,Steps One and TwoAnalysis Summary,Key things that the team should have:Looked for patterns or

18、 trends during the analysis. Recurring themes point toward a definitionDefine barriers, as necessary.A clear definition of these barriers is necessary when preparing an action planUsed brainstorming techniques to ope

19、n up discussionAll ideas are acceptableGet as many as possibleInvolvement leads to ownership and commitment,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,11,Step 3. Evaluate alternatives (most critical step)Test your problem ana

20、lysisEstablish priorities and Set criteria in an effort to establish a goal (refer next slide)Enables a wider perspective of possible solutions which tend to be more mutually acceptable by team. This in turn leads to

21、higher commitment by the group,Six Steps Problem Solving Process,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,12,Evaluate alternatives (continued)Alternative testing procedureTakes into account 3 fact finding and judgment procedur

22、esEstablish team priorities (assign point values)List Absolute Requirements eg. Goal to be met in 6 weeks equals 10 pointsList Desirable Objectives eg. Minimum Improvement of 8% equals to 10 pointsEvaluate alternativ

23、es eg.Replace with new unitReturn cash to customerRepair and return laterSet your criteriaWhat do you want to achieve by any solution you make?What do you want to preserve by any solution you make?What do you want

24、 to avoid by any solution you make?,Six Steps Problem Solving Process,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,13,Step Three – Evaluate Alternatives Tool,1. Establish prioritiesList absolute requirements (points value)PtsReqm

25、t MNO 106-7>$300 - $4006>7-8>$400-$5004>8-9>$500 - $6002>9>$600List Desirable Objectives (points value)PtsReqmt x yz10>0.508>0.406>0.304&g

26、t;0.202>0.10,Example of Requirements M = timeframe to completeN = cost of implementation,Example of Requirements x = UMH,For Alternative 1,,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,14,,Step Three – Evaluate Alternatives

27、Tool,2. Establish Priorities - Evaluate Alternatives,Alternative 1:,Alternative 3:,Alternative 2:,Absolute RequirementsPt value866 6ReqmtMNM N,Desirable ObjectivesPt value 106Ob

28、jective xx,,,,,,,Pt. Total,Pt. Total,Pt. Total,Pt. Total,Pt. Total10,Pt. Total,14,24 pts,18 pts,12,6,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,15,Step Three – Evaluate Alternatives Tool,Criteria of this AlternativeSe

29、t your criteria1. Does this alternative express your desired achievement?________________________________________________________________________________________________________________________________________________

30、_________2. Does this alternative express what you need to preserve?____________________________________________________________________________________________________________________________________________________

31、_____3. Does this alternative express what you need to avoid?_________________________________________________________________________________________________________________________________________________________,最

32、新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,16,Six Step Problem Solving Process,Step 4. Propose and Implement the SolutionDevelop a plan of actionSpecify steps to be completedDetermine resources needed to implement planGroup me

33、mber responsibilities to be agreed uponDetermine timeline of eventsProvide for emergencies and/or contingenciesDetermine expected impact and actual impactPlan for assessment of your proposed plan,最新名師培訓(xùn)視頻6千集，管理文檔8千份。

34、QQ1589505898,17,Step Four – Solution Creation Tool,,,,Decided upon solution:,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,18,Step Four – Action Planning Tool,,Plan to assess Action Plan results : (list tools used eg Pareto charts, t

35、rend charts etc),最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,19,Six Step Problem Solving Process,Step 5. Analyze the OutcomeFollow through is criticalAnalysis follow throughValidate the entire processDissemination and analysis

36、 of improvement resultsDetermination of new problems that surfacedRevisit the process as necessaryProblem Recurrence Prevention interventionInstitutionalization,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,20,Step Five – Analyze

37、 the Outcome Tool,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,21,Six Step Problem Solving Process,Step 6. Improve the ProcessContinue the improvement Link to Step 1 – Identify Concern (initiates the process again)Step 6 also ve

38、rifies your commitment to continuous improvementEvaluate what you do on a daily basisRethink and change the way you do thingsEliminate non-value added activitiesAccept responsibility and ownership for problems for wh

39、ich you are part of the solution,Problem Solving is an ongoing process,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,22,Six Steps Problem Solving ProcessImportant Considerations,Project selectionProject clearly definedCustomer ori

40、entedBusiness ImpactAnalysis techniqueThorough and appropriate analysis techniques usedBenchmarking of best practicesRemediesUse the simplest toolsAlternative solutions seriously exploredRemedies consistent with

41、analysisImplementation plans thorough and well definedResultsVerified improvements measuredCustomer satisfaction results evidentInstitutionalizationImprovements sustainable and permanent,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ15895

42、05898,23,The Problem Solving Analysis Tools,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,24,Tool 1 - Tally Sheet,To analyze the situation and look at important questions.Uses :To grasp the past and present situationTo stratifyTo

43、 grasp the changes through timeTo confirm the standard,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,25,Tool 2 - Pareto Diagram,From the tally sheets, identify the few main problems to tackle.Uses :To grasp the problem betterTo g

44、rasp the past and present situation of the problemTo stratifyTo confirm the improvement results,Cummulative Percent,,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,26,Tool 3 - Cause and Effect Diagram,The Effect (results which is in

45、fluenced by the main factors or Causes) are placed in a fish bone diagram. Using this diagram will help to identify the real causesUses :To grasp the causal relationship between cause and effectTo stratifyTo analyze

46、the possible causes,Effect,,,,,,A,B,C,D,,,,,,,,,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,27,,,BPI Project ExampleAnalyze: Root Cause and Proposed Solutions,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,28,Tool 4 - Scatter Diagram,Utilizing

47、 two sets of data to plot them onto the vertical axis and horizontal axis. From the analysis of the situation, we can see the congenial relationship of the dataUses :To grasp the past and present situationTo grasp th

48、e correlation,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,.,Y,X,To study the correlation between X and Y,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,29,Tool 5 - Histogram,Data has a tendency to be centered u

49、pon a maximum of large numerical value, and from there it spreads out, gradually decreasing. The analysis of the situation is placed in columnar formUses :To grasp the past and present situationTo stratifyTo identif

50、y the extent of the problemTo confirm the improvement results,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,30,Tool 6 - Control Charts,A line graph used to grasp the variation in the data which is entered through planning the contro

51、l limit lines of a centre line, an upper control limit and a lower control limit.Uses : To discover the variablesTo grasp the control situation,,,,UCL,LCL,,,,,,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,31,Tool 7 - Graph,Useful

52、 information about control and improvement is plotted onto diagrams which are visual and easily comprehensible. Column graphs, line graphs, pie charts, belt charts, radar charts and others.Uses :To analyze the causeTo

53、 record the time and contentsTo record the time and schedule controlTo grasp the large and small numbers and time changesTo track trend,Pie Chart,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,32,Tool 8 - Relations Diagram,To solve

54、 problem by rationally seeing the relationship between “Cause – Results”, and “Objective – Measures”, where complicated circumstances are interwoven into the problemUses :To grasp the causal relationship between cause

55、 and effectTo grasp the relationship between objectives and measuresTo grasp the problem areas,10,6,4,7,8,9,2,3,Cause 1,5,,,,,ProblemArea,,,,,,,,,,,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,33,The Problem Solving Technique Enf

56、orced Problem Solving,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,34,,,,,,,D/time,,,,Enforced Problem Solving,Concept“Purposely seek and expose the problems so that they get attention to fix them”,,,,,,,Two Choicesto keep the sai

57、lboat afloat and keep moving forward :-A. Increase water level orB. Lower the water level to uncover the rocks and break them up,,,Rocks = problems,Mfg flow,Inventory,,Missing,Delays,Quality,,Setup,Poor layout,Rocks

58、in the River,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,35,6 WWhyWhatWhereWhenWhoWhich,2 HHowHow many,6 Ws and 2 Hs,Look at current processes, systems, methods and ask questions!,Enforced Problem Solving,最新名師培訓(xùn)視頻6千集，管理文檔8千

59、份。QQ1589505898,36,Problem Solving Process Key Components,Thinking Process,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,37,Problem Solving Process,It’s about information processing.It is about getting the right information!!,最新名師培訓(xùn)

60、視頻6千集，管理文檔8千份。QQ1589505898,38,,Thinking and Action Process,Making decision and taking action are critical to learning and understanding the problem resolution,InputInformationExperienceJudgmentKnowledge,ResultsConc

61、ernResolved,,,,ActionCreativityDecision MakingSpeed of Execution,Questioning & ListeningSkills,,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,39,The Human Side of Problem Solving,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,40,Team M

62、ember Interaction StylesThe Power of Group Diversity,CollaboratorsPeople who see the big picture, the ultimate goal of the teamSet standards/rulesGenerate ideasTest ideasNegotiate solutions,CommunicatorsPeople who

63、 ensure everyone’s views are expressed and keeps everyone talkingEncourage participationProvide compromiseReflect feelingsSupport others,ChallengersPeople who question the leaders and members to keep the team on tra

64、ckProvide ideasCriticize answersDefend ideas,ContributorsPeople who concentrate on individual, task-oriented effortSynthesize ideasAssess risksSummarize process statusProvide expertise,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ15895

65、05898,41,The Human Side of Problem SolvingCommunications,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,42,,Communication Skills,QuestioningUnraveling the unknown,ListeningBuilding trust and respectLearning from others,最新名師培訓(xùn)視頻6千集

66、，管理文檔8千份。QQ1589505898,43,,Questioning,Unraveling the unknown,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,44,,Problem Solving Skills Questioning,Questioning Is a Key SkillSuccess in process depends on using a systematic approach

67、 and asking questions effectivelyEffective questions understand :Intent behind their questionsThe assumptions they have madeThe importance of choosing words carefullyWhere they are likely to get the answers,最新名師培訓(xùn)視

68、頻6千集，管理文檔8千份。QQ1589505898,45,Characteristics of an effective question,Clearfor easy communicationRelevant to the time and topic in discussionSpecific to the point in discussion,最新名師培訓(xùn)視頻6千集，管理文檔8千份。QQ1589505898,46,T

69、ypes of Questions and Uses,Open – to explore, understand further, solicit informationBegin with What, When, How, Which, Where, Why, WhoRequire explanation/description in the answerClosed – to confirm agreement, to mov

70、e on to next topicLead to a yes or no answerElicit only the answer to that specific questionReverse – to clarify, evaluate ideas,/views, seek ideas/opinionsAsking back the question and getting associates to think for