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1、Problem Solving Key to Continuous Improvement Workshop1Six Steps Problem Solving Process1.Identify concerns2.Analyze the problem (facts)3.Evaluate Alternatives 4.Propose and Implement Solution 5.Analyze the Outcome6.Improve the Process2The Six Step Problem Solving Process ModelVVVVVV1. Identify Conc
2、erns and problem4. Propose and Implement the Solution2. Analyze the Problem6. Improve the Process5. Analyze the Outcome3. Evaluate the Alternatives3Six Steps Problem Solving ProcessStep 1. Identify Concerns(How urgent or important is this?)Identifying the gapSmoke out the issues to the team or organ
3、izationUse analysis reports such as check sheets, Pareto chartsUse questions to probe 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 surfac
4、e the real issuesTeam to get agreement on area of mutual concern4Six Steps Problem Solving ProcessStep 2. Analyze the ProblemInvestigate in Detail (gather and evaluate the facts)Write a statement that identifies the root problemUse appropriate tools and techniquesChecksheets, reports, observationsBr
5、ainstorming (Alex F. Osborne, Applied Imagination, 1957)Force Field Analysis (Kurt Lewin, Field Theory in Social 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 suf
6、ficiently analyzedAllow for constructive criticism and concerns to be shared6Steps One and TwoAnalysis SummaryKey things that the team should have:Looked for patterns or trends during the analysis. Recurring themes point toward a definitionDefine barriers, as necessary.A clear definition of these ba
7、rriers is necessary when preparing an action planUsed brainstorming techniques to open up discussionAll ideas are acceptableGet as many as possibleInvolvement leads to ownership and commitment10Step 3. Evaluate alternatives (most critical step)Test your problem analysisEstablish priorities and Set c
8、riteria 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 higher commitment by the groupSix Steps Problem Solving Process11Step Three Evaluate Alternatives Tool1. Establish pri
9、oritiesList absolute requirements (points value)PtsReqmt MNO 106 wks6-7$300 - $40067-8$400-$50048-9$500 - $60029$600List Desirable Objectives (points value)PtsReqmt x yzExample of Requirements M = timeframe to completeN = cost of implementationExample of Requirements x = UMHFor Alternative 1, 13Step
10、 Three Evaluate Alternatives Tool2. Establish Priorities - Evaluate AlternativesAlternative 1:Alternative 3:Alternative 2:Absolute RequirementsPt value866 6ReqmtMNM NDesirable ObjectivesPt value 106Objective xxPt. TotalPt. TotalPt. TotalPt. TotalPt. Total10Pt. Total1424 pts18 pts12614Step Three Eval
11、uate Alternatives Tool3.Criteria of this AlternativeSet your criteria1. Does this alternative express your desired achievement?_2. Does this alternative express what you need to preserve?_3. Does this alternative express what you need to avoid?_15Six Step Problem Solving ProcessStep 4. Propose and I
12、mplement the SolutionDevelop a plan of action1.Specify steps to be completed2.Determine resources needed to implement plan3.Group member responsibilities to be agreed upon4.Determine timeline of events5.Provide for emergencies and/or contingencies6.Determine expected impact and actual impact7.Plan f
13、or assessment of your proposed plan16Step Four Solution Creation ToolSuggestedSolutionsDoes it meet Need for change? How/why?Is it workable?How?Any disadvantages?Decided upon solution:17Step Four Action Planning ToolSteps to be completedChronological orderNeeded ResourcesWhose responsibility?Begin d
14、ate and completion dateExpected ImpactActual ImpactPossible emergenciesPlan to assess Action Plan results : (list tools used eg Pareto charts, trend charts etc)18Six Step Problem Solving ProcessStep 5. Analyze the OutcomeFollow through is critical1.Analysis follow through1.Validate the entire proces
15、s2.Dissemination and analysis of improvement results2.Determination of new problems that surfaced3.Revisit the process as necessary4.Problem Recurrence Prevention intervention5.Institutionalization19Step Five Analyze the Outcome ToolDetail level of improvement (or non-improvement)Can improvement pro
16、cess be institutionalized or action planning stage to be revisited? List observations.Do reports reveal any possibility of problem reappearing? Detail action plan to see this does not happen.20Six Step Problem Solving ProcessStep 6. Improve the ProcessContinue the improvement Link to Step 1 Identify Concern (initiates the process again)Step 6 also verifies your commitment to continuous improvementEvaluate what you do on a daily basisRethink and change the way you do thingsEliminate non-value add
