《dell问题解决专项培训(英文版)》由会员分享，可在线阅读，更多相关《dell问题解决专项培训(英文版)（60页珍藏版）》请在金锄头文库上搜索。
1、1,Problem Solving Key to Continuous Improvement Workshop,2,Six Steps Problem Solving Process,Identify concerns Analyze the problem (facts) Evaluate Alternatives Propose and Implement Solution Analyze the Outcome Improve the Process,3,The Six Step Problem Solving Process Model,4,Six Steps Problem Sol
2、ving Process,Step 1. Identify Concerns (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 are
3、as of concern and the consequences 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 concern,5,Six Steps Problem Solving Process,Step 1. Identify Concerns (How urgent or important is this?
4、) Identifying 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 und
5、erstanding 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 h
6、appening? Determine the appropriate gap Proceed to identify concerns Use formats to help get team agreement on area of mutual concern,6,Six Steps Problem Solving Process,Step 2. Analyze the Problem Investigate in Detail (gather and evaluate the facts) Write a statement that identifies the root probl
7、em 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 participation Build consensus Pro
8、ceed to analyze the problem Team agreement that area of mutual concern has been sufficiently analyzed Allow for constructive criticism and concerns to be shared,7,Six Steps Problem Solving Process,Step 2. Analyze the Problem Investigate in Detail (evaluate the facts) Obtain valid information about “
9、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 in Social Research, 1955) Cause and Effect Diagram or Fish Bon
10、e 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 analyzed,8,The Effect (results which is influenced by the main factors or Causes) are placed in a fi
11、sh bone diagram. Using this diagram will help to identify the real causes Uses : To grasp the causal relationship between cause and effect To stratify To analyze the possible causes,Effect,A,B,C,D,Materials,Man,Methods,Machines,Cause and Effect Diagram,9,The Force Field Analysis Tool,10,Steps One an
12、d Two Analysis Summary,Key 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 o
13、pen up discussion All ideas are acceptable Get as many as possible Involvement leads to ownership and commitment,11,Step 3. Evaluate alternatives (most critical step) Test your problem analysis Establish priorities and Set criteria in an effort to establish a goal (refer next slide) Enables a wider
14、perspective of possible solutions which tend to be more mutually acceptable by team. This in turn leads to higher commitment by the group,Six Steps Problem Solving Process,12,Evaluate alternatives (continued) Alternative testing procedure Takes into account 3 fact finding and judgment procedures Est
15、ablish team priorities (assign point values) List Absolute Requirements eg. Goal to be met in 6 weeks equals 10 points List Desirable Objectives eg. Minimum Improvement of 8% equals to 10 points Evaluate alternatives eg. Replace with new unit Return cash to customer Repair and return later Set your
16、criteria What 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 to avoid by any solution you make?,Six Steps Problem Solving Process,13,Step Three Evaluate Alternatives Tool,1. Establish priorities List absolute requirements (points value) Pts Reqmt M N O 10 6-7 $300 - $400 6 7-8 $400-$500 4 8-9 $500 - $600 2 9 $600 List Desirable Objectives (points value) Pts Reqmt x y z 10 0.50 8 0.40 6 0.30 4 0.2
