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1、13. 工具三：问题解决工具三：问题解决(Practical Problem Solving)如果你不解决问题，你就是问题。如果你不解决问题，你就是问题。 .滁晨布绕犬灰厨鼓咱芭滓贪惧七领坐珐缉蒸甜茹红墙棋咖帆赐灿壶挚往朱一线主管-问题解决-学员手册一线主管-问题解决-学员手册2问题是改进的种子!Problems are the seeds for improvement! 问题就是积极的机会!Problems are positive opportunities! 没有问题，就是大问题!If there are no problems, than something is wrong! 问题
2、解决问题解决(Practical Problem Solving)到浸犬沥园匣祸钎额荒若毅瓣选耘尺瓮驶种锤券根岁孤谨恩首犯累纂际匆一线主管-问题解决-学员手册一线主管-问题解决-学员手册3问题并不意味着指责问题并不意味着指责!Problems are not about blaming people!出现问题是由于系统中存在缺陷。出现问题是由于系统中存在缺陷。Problems occur because of failures in the system对于问题，员工负责对于问题，员工负责15% ，系统和管理者负责系统和管理者负责85%。People are responsible for 1
3、5%, system & managers 85%问题解决问题解决(Practical Problem Solving)铂彭辜迟蹋嗡锁岸磐漱共氨呵伊腔毡编幼荷触颜杠宴葡如拣犀霍疵蓬铃吧一线主管-问题解决-学员手册一线主管-问题解决-学员手册4什么是问题？What is a problem? o实际情况与现有标准或期望之间的差距。实际情况与现有标准或期望之间的差距。A problem is defined as a discrepancy between an existing standard or expectation and the actual situation标准标准Standar
4、d实际实际Actual差距差距Discrepancy时间时间TIME水平水平LEVEL问题解决问题解决(Practical Problem Solving)醋馈彩砖沮多茁揭衙宛蜘况峻卖蛹全砰鸥秸涟未帽舟枣埃爪庄垄沸骚专抚一线主管-问题解决-学员手册一线主管-问题解决-学员手册5123456描述问题描述问题ProblemDescription定义问题定义问题ProblemDefinition确定原因确定原因所在所在LocatePoint of Cause调查原因调查原因Cause Investigation补救及长期补救及长期对策对策Band/Aid &Long-term Countermeas
5、ure跟踪和检查跟踪和检查Follow-Up & Check问题解决问题解决(Practical Problem Solving)驻荡雪坊罩查堑甄冲荫颊茨佳诧悦丰灼辐免峪雁瓷翅利启追嘎问早涌奥局一线主管-问题解决-学员手册一线主管-问题解决-学员手册6描述问题描述问题Problem Description-陈述出现的问题陈述出现的问题state the problem that is occurring1掌握情况掌握情况Grasp the Situation问题解决问题解决(Practical Problem Solving)颗媳薄号样百玲慧唱氦岿萝淑版兄晕皆蹭苑罩少阑蒋岸潞棍尘肥援幕孜呛一线
6、主管-问题解决-学员手册一线主管-问题解决-学员手册7定义问题定义问题- -针对具体情况对问题进行定义针对具体情况对问题进行定义Problem Definition - Specifically define the situationo标准The Standardo偏差The Deviationo持续时间The Time Period2掌握情况掌握情况Grasp the Situation问题解决问题解决(Practical Problem Solving)庇后芍恬躲狸牟夹完河烬溃沮祥梯乾隘轨蝇泅泼团云藻癣糯工咋刀模矽狄一线主管-问题解决-学员手册一线主管-问题解决-学员手册8确定原因所在确
7、定原因所在Locate the Point of Causeo找出(车辆/部件上)出现问题的位置Locate Position of Occurrence (on the vehicle/ part)o确定原因所在Locate Point of Cause3掌握情况掌握情况Grasp the Situation问题解决问题解决(Practical Problem Solving)祷蚊招融仿做耿贷甩浙疵狱副蔬戎第沟很烧侠励绑颤蝎凑姐吧犁侩堕样佰一线主管-问题解决-学员手册一线主管-问题解决-学员手册94运用5个为什么的调查方法来找出根本原因5 Why Investigation to find
8、the Root Cause调查原因调查原因CauseInvestigation问题解决问题解决(Practical Problem Solving)该廷挝江毁急尽苑菊痞股庆闲癸愧锰云梳鬼杰傅燎捣琅遇阑窥筷硒腹瓜坦一线主管-问题解决-学员手册一线主管-问题解决-学员手册105个为什么个为什么5 Whys 1.为什么为什么机器人停了Why did the robot stop? 保险丝烧断了A fuse in the robot has blown.2.为什么为什么保险丝烧断了Why is the fuse blown? 线路过载Circuits overloaded. 3.为什么为什么线路过载
9、Why did the circuit overload? 轴承损坏且卡住了The bearings have damaged one another and locked up. 4.为什么为什么轴承会损坏Why have the bearings damaged on another? ？轴承润滑不够There was insufficient lubrication in the bearings.5.为什么为什么轴承润滑不够Why was there insufficient lubrication in the bearings?机器人的油泵送油不足The oil pump on t
10、he robot is not circulating sufficient oil. 6.为什么为什么机器人的油泵送油不足Why is the pump not circulating sufficient oil?油泵的进油口被金属屑堵塞了Pump intake is clogged with metal shavings.7. 为什么为什么油泵的进油口被金属屑堵塞Why is the intake clogged with metal shavings?油泵的进油口未安装过滤器No filter on the pump intake.CauseInvestigation调查原因调查原因问
11、题解决问题解决(Practical Problem Solving)达胡蕉霸各癣安收答窒鹊滁绑跃签垮冒技兹鞭则蔡磁献哼镀诺术位胀尖脂一线主管-问题解决-学员手册一线主管-问题解决-学员手册115实施补救和对策Implementing a Band-Aid & Countermeasureo补救是一种临时解决办法，遏制问题的进一步恶化A Band-Aid is a temporary solution, to contain a problemo对策则必须根本解决问题!A Countermeasure must address the root cause!问题解决问题解决(Practical
12、Problem Solving)莫娘幽妻芯清帝役忱兵铡负那陪弥酱扎闸淫唆承堑渗铜量奎桑芬痈轿羊斗一线主管-问题解决-学员手册一线主管-问题解决-学员手册126跟踪及检查跟踪及检查Follow Up and Check MARCH 2009问题解决问题解决(Practical Problem Solving)帜谐孙委砂焉例勺势槐访启稳帝鹊狈铰焊丛仑频轿疯歹孺惺驱必绪凉汰湃一线主管-问题解决-学员手册一线主管-问题解决-学员手册13PPS的优点Benefits of PPSo提供了一个企业中每个成员都能理解并遵循的标准化问题解决程序A standardized problem solving pr
13、ocess that everyone in the organization understands and can followoPPS使成员间易于交流，迅速了解人员在进程中所处的位置PPS allows easier communication and allows for a quick understanding of where people are in the processoPPS针对了问题的根本原因，而不是仅仅停留在问题的表征上PPS attacks the root cause, not just the symptomsoPPS具有逻辑性，易于遵循PPS is logical and easy to follow问题解决问题解决(Practical Problem Solving)簇肠推陋蔗赛报恕嫉膀抠拭嫁脸创由琐沮衰洞讳悯咖奇股障掂毖珍唯趾租一线主管-问题解决-学员手册一线主管-问题解决-学员手册
