KT培训教材

IntroductionFoundedin1958byDrCharlesKepnerandDrBenjaminTregoeAglobalmanagementconsultingfirm,basedinPrinceton,NewJersey,USAPioneersinmanagerialProblemSolvingandDecisionMaking(PSDM)researchandtheauthorsofthe“TheRationalManager.”Globalfootprint(serving50countriesin20differentlanguages)Morethan11millionmanagersandstafftrainedinMorethan11millionmanagersandstafftrainedinsystematicPSDMthinkingworldwideAwellestablished(50yearsofexperience)results-basedconsultingfirmspecializinginStrategyOperations•Toronto•PrincetonIrelandUnitedKingdomFranceSpain•Germany•SwitzerlandHongKong•Japan•Taiwan•Mexico•Toronto•PrincetonIrelandUnitedKingdomFranceSpain•Germany•SwitzerlandHongKong•Japan•Taiwan•MexicoconsultingfirmspecializinginStrategy,OperationsImprovementandSkillDevelopment.Ourobjectiveistoconfigureourproprietaryprocessesintoapplicationmodelswhichcandeliverrealandtangible•Australia•Thailand•MalaysiaSingapore•Brazil•Australia•Thailand•MalaysiaSingapore•BrazilCopyright©2006Kepner-Tregoe,Inc.AllRightsReservedapplicationmodelswhichcandeliverrealandtangibleresultstoourclients.OurClientsJCICopyright©2006Kepner-Tregoe,Inc.AllRightsReservedJCIOverviewProblemAnalysisProblemAnalysisDescribeProblemIdentifyPossibleCausesEvaluatePossibleCausesConfirmTrueCauseDecisionAnalysisClifPSituationClarifyPurposeEvaluateAlternativesAssessRisksMakeDecisionAppraisalIdentifyConcernsSetPriorityPlanNextStepsPlanInvolvementPotentialProblem(Opportunity)AnalysisIdentifyPotentialProblems(Opportunities)(Opportunities)IdentifyLikelyCausesTakePreventive(Promoting)ActionPlanContingent(Capitalizing)ActionandSetTriggersPSDM3CopyrightKepner-Tregoe,Inc.AllRightsReserved.状况评估状况评估计划解决关切事项的系统程序识别，分类，排序优先关切事项找出关切事项设定优先顺序设定优先顺序计划下一步计划“参与”PSDM4CopyrightKepner-Tregoe,Inc.AllRightsReserved.问题分析问题分析找出偏差起因的系统程序找出偏差起因的系统程序避免乱下结论描述问题找出可能的起因找出可能的起因评估可能的起因确认真正的起因PSDM5CopyrightKepner-Tregoe,Inc.AllRightsReserved.决策分析决策分析做出决定的系统程序平衡利益与风险澄清目的评估可选择方案评估可选择方案评估风险做出决策PSDM6CopyrightKepner-Tregoe,Inc.AllRightsReserved.潜在问题(机会)分析潜在问题(机会)分析保护或增添行动或计划利益的系统程序避免反应性的措施找出潜在问题(机会)找出可能的起因找出可能的起因采取预防性(引发性)措施计划应急(机会利用)措施和设置启动机制PSDM7CopyrightKepner-Tregoe,Inc.AllRightsReserved.ProblemAnalysisobeayssFOCUSONBOTHSTRATEGIC&OPERATIONALISSUESTODRIVERAPIDRESULTSANDLASTINGVALUE案例分析“滤油机漏油”PABasics94/28/06710-20-P354701CCopyright©2003-2006Kepner-Tregoe,Inc.AllRightsReserved.E/PDA10-OH301bEProblemAnalysisProblemAnalysis问题分析ProblemAnalysis问题分析Arationalprocessforfindingthecauseofapositiveornegativedeviation找出明确的偏差原因的理性的过程理性的过程Toavoidjumpingtoafalsecause避免乱下决策DescribetheProblem描述问题DescribetheProblem描述问题IdentifyPossibleCauses确认可能的起因EvaluatePossibleCauses评价可能的起因ConfirmTrueCause确定真正的起因Endresults:Aconfirmedtruecause一个确认的真正的起因Aconfirmedtruecause个确认的真正的起因Aplantofixtheproblemandpreventtheproblemfromhappeningagain一个针对问题的计划，防止问题的再次发生PABasics104/28/06710-20-P354701CCopyright©2003-2006Kepner-Tregoe,Inc.AllRightsReserved.E/PDA10-OH301bE防止问题的再次发生ProblemAnalysisProblemDefinition问题定义Should应有状态Deviation偏差Atl实际状态Actual实际状态Dowehaveadeviation?有偏差吗？Iscauseunknown?原因不明吗？Iscauseunknown?原因不明吗？Doweneedtoknowcausetotakemeaningfulaction?我们需要知道原因并采取有意义的措施？Yestoallthree=aproblem以上3个问题都成立=问题PABasics114/28/06710-20-P354701CCopyright©2003-2006Kepner-Tregoe,Inc.AllRightsReserved.E/PDA10-OH301bECommonVs.SpecialCausesOnlycommoncausesofvariationarepresentThisvariationarepresent.Thisvariationisroutine.::::Specialcausesofvariationarepresent!SititiSomepointsintimeareexceptionalwhencomparedtotherestPABasics124/28/06710-20-P354701CCopyright©2003-2006Kepner-Tregoe,Inc.AllRightsReserved.E/PDA10-OH301bEtotherest.DescribeProblemStatetheProblem陈述问题Namingthedeviationforwhichyouwantto你起findthecause设定你要找出起因的偏差Tohelpstayontrack帮助避免脱离正题AkAsk:Whatobject(orgroupofobjects)hasthedeviation?什么物体(或物体群)有偏差?什Whatdeviationdoesithave?有什么偏差?Whatdowesee,hear,feel,taste,orsmellthattellsusthereisadeviation?我们看到听到感觉到尝到或闻到什么而isadeviation?我们看到,听到,感觉到,尝到或闻到什么而告诉我们有偏差？Writeashortstatementwithoneobjectandonedeviation简短的陈句物体偏差格式写出简短的陈述句，物体/偏差格式Bespecific;separateifneeded用一个物体和一个偏差RdbkdiftitlPABasics134/28/06710-20-P354701CCopyright©2003-2006Kepner-Tregoe,Inc.AllRightsReserved.E/PDA10-OH301bERecordanybackgroundinformationseparately具体说明,必要时进行区别ProblemAnalysisWhatweneedtoavoidduringProblemstatement在问题陈述中我们需要避免什么？在问题陈述中，我们需要避免什么？NotClearyProblemStatement不清晰的问题描述NotClearyProblemStatement不清晰的问题描述--Seathavequalityissue座椅有质量问题--Foamhaveproblem发泡有问题Foamhaveproblem发泡有问题OneStatementhavetwoDeviation一个陈述有两个偏差Sf--Seathavedirtysurfaceandnoiseissue座椅表面有脏污和噪音问题PABasics144/28/06710-20-P354701CCopyright©2003-2006Kepner-Tregoe,Inc.AllRightsReserved.E/PDA10-OH301bESpecifytheProbleminfourareasSpecifytheProblem具体阐述问题SpecifytheProblem具体阐述问题Describingthedeviationfactually根据事实描述偏差Toincreaseunderstandingofthedeviation以g便增加对偏差的理解Askquestionsinfourareas:从四方面问问题何事物体/偏差WHAT—Identity何事-物体/偏差WHERE—Location何处-地点WHEN—Timing何时-时间EXTENTSi范围大小EXTENT—Size范围-大小PABasics154/28/06710-20-P354701CCopyright©2003-2006Kepner-Tregoe,Inc.AllRightsReserved.E/PDA10-OH301bEISISNOT什么一号滤油机什么物体?号滤油机什么物体?什么偏差?漏油何处在地理位置上的哪里?滤