简体033 DELL问题解决培训.ppt

1、Problem Solving Key to Continuous Improvement Workshop1最新名师培训视频 6千集，管理文档 8千份。 QQ1589505898Six Steps Problem Solving Process Identify concerns Analyze the problem (facts) Evaluate Alternatives Propose and Implement Solution Analyze the Outcome Improve the Process2最新名师培训视频 6千集，管理文档 8千份。 QQ1589505898Th

2、e Six Step Problem Solving Process ModelVVVV VV1. Identify Concerns and problem4. Propose and Implement the Solution2. Analyze the Problem6. Improve the Process5. Analyze the Outcome 3. Evaluate the Alternatives3最新名师培训视频 6千集，管理文档 8千份。 QQ1589505898Six Steps Problem Solving ProcessStep 1. Identify Con

3、cerns(How urgent or important is this?) Identifying the gap Smoke out the issues to the team or organization Use analysis reports such as check sheets, Pareto charts Use questions to probe for understanding of real issues which require further investigation List areas of concern and the consequences

4、 of not taking action eg. Defects, tardiness, attitude Proceed to identify concerns Keep asking to surface the real issues Team to get agreement on area of mutual concern4最新名师培训视频 6千集，管理文档 8千份。 QQ1589505898Six Steps Problem Solving ProcessStep 1. Identify Concerns(How urgent or important is this?) I

5、dentifying the gap Something is wrong and needs to be corrected Something is threatening and needs to be prevented Something is missing and needs to be provided Smoke out the issues to the team or organization Use analysis reports such as check sheets, Pareto charts Use questions to probe for unders

6、tanding of real issues which require further investigation How your team proceeds List Areas of Concern eg. STT, Defects, UMH Questions to ask: Why is a solution necessary? Consequences if nothing is done? What is (or is not) the problem? Keep asking to surface the real issues What is/should be happ

7、ening? Determine the appropriate gap Proceed to identify concerns Use formats to help get team agreement on area of mutual concern5最新名师培训视频 6千集，管理文档 8千份。 QQ1589505898Six Steps Problem Solving ProcessStep 2. Analyze the Problem Investigate in Detail (gather and evaluate the facts) Write a statement t

8、hat identifies the root problem Use appropriate tools and techniques Checksheets, reports, observations Brainstorming (Alex F. Osborne, Applied Imagination, 1957) Force Field Analysis (Kurt Lewin, Field Theory in Social Research, 1955) Cause and Effect Diagram or Fish Bone Diagram Ensure active part

9、icipation Build consensus Proceed to analyze the problem Team agreement that area of mutual concern has been sufficiently analyzed Allow for constructive criticism and concerns to be shared6最新名师培训视频 6千集，管理文档 8千份。 QQ1589505898Six Steps Problem Solving ProcessStep 2. Analyze the Problem Investigate in

10、 Detail (evaluate the facts) Obtain valid information about “what is” Write a statement that identifies the root problem Use appropriate tools and techniques Checksheets, reports, observations Brainstorming (Alex F. Osborne, Applied Imagination, 1957) Force Field Analysis (Kurt Lewin, Field Theory i

11、n Social Research, 1955) Cause and Effect Diagram or Fish Bone Diagram How your team proceeds Everyone participates actively Build consensus Proceed to analyze the problem Use formats to help get team agreement that area of mutual concern has been sufficiently analyzed7最新名师培训视频 6千集，管理文档 8千份。 QQ15895

12、05898The Effect (results which is influenced 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 the possible causesEffectABCDMaterialsManMethods

13、MachinesCausesCause and Effect Diagram8最新名师培训视频 6千集，管理文档 8千份。 QQ1589505898The Force Field Analysis ToolList Driving forces that driving you towards a needed changeList Restraining forces those that are causing you not to change9最新名师培训视频 6千集，管理文档 8千份。 QQ1589505898Steps One and TwoAnalysis SummaryKey

14、things that the team should have: Looked for patterns or trends during the analysis. Recurring themes point toward a definition Define barriers, as necessary. A clear definition of these barriers is necessary when preparing an action plan Used brainstorming techniques to open up discussion All ideas are acceptable Get as many as possible Involvement leads to ownership and commitment10最新名师培训视频 6千集，管理文档 8千份。 QQ1589505898