DELL问题解决培训讲义

1ProblemSolvingKeytoContinuousImprovementWorkshop2SixStepsProblemSolvingProcess1.Identifyconcerns2.Analyzetheproblem(facts)3.EvaluateAlternatives4.ProposeandImplementSolution5.AnalyzetheOutcome6.ImprovetheProcess3TheSixStepProblemSolvingProcessModel1.IdentifyConcernsandproblem4.ProposeandImplementtheSolution2.AnalyzetheProblem6.ImprovetheProcess5.AnalyzetheOutcome3.EvaluatetheAlternatives4SixStepsProblemSolvingProcessStep1.IdentifyConcerns(Howurgentorimportantisthis?)•Identifyingthegap•Smokeouttheissuestotheteamororganization•Useanalysisreportssuchaschecksheets,Paretocharts•Usequestionstoprobeforunderstandingofrealissueswhichrequirefurtherinvestigation•Listareasofconcernandtheconsequencesofnottakingactioneg.Defects,tardiness,attitude•Proceedtoidentifyconcerns•Keepaskingtosurfacetherealissues•Teamtogetagreementonareaofmutualconcern6SixStepsProblemSolvingProcessStep2.AnalyzetheProblem•InvestigateinDetail(gatherandevaluatethefacts)•Writeastatementthatidentifiestherootproblem•Useappropriatetoolsandtechniques•Checksheets,reports,observations•Brainstorming(AlexF.Osborne,AppliedImagination,1957)•ForceFieldAnalysis(KurtLewin,FieldTheoryinSocialResearch,1955)•CauseandEffectDiagramorFishBoneDiagram•Ensureactiveparticipation•Buildconsensus•Proceedtoanalyzetheproblem•Teamagreementthatareaofmutualconcernhasbeensufficientlyanalyzed•Allowforconstructivecriticismandconcernstobeshared10StepsOneandTwoAnalysisSummaryKeythingsthattheteamshouldhave:•Lookedforpatternsortrendsduringtheanalysis.•Recurringthemespointtowardadefinition•Definebarriers,asnecessary.•Acleardefinitionofthesebarriersisnecessarywhenpreparinganactionplan•Usedbrainstormingtechniquestoopenupdiscussion•Allideasareacceptable•Getasmanyaspossible•Involvementleadstoownershipandcommitment11Step3.Evaluatealternatives(mostcriticalstep)•Testyourproblemanalysis•Establishprioritiesand•Setcriteriainanefforttoestablishagoal(refernextslide)•Enablesawiderperspectiveofpossiblesolutionswhichtendtobemoremutuallyacceptablebyteam.ThisinturnleadstohighercommitmentbythegroupSixStepsProblemSolvingProcess13StepThree–EvaluateAlternativesTool1.EstablishprioritiesListabsoluterequirements(pointsvalue)PtsReqmtMNO106wks$30086-7$300-$40067-8$400-$50048-9$500-$60029$600ListDesirableObjectives(pointsvalue)PtsReqmtxyz100.5080.4060.3040.2020.10ExampleofRequirementsM=timeframetocompleteN=costofimplementationExampleofRequirementsx=UMHForAlternative1,14StepThree–EvaluateAlternativesTool2.EstablishPriorities-EvaluateAlternativesAlternative1:Alternative3:Alternative2:AbsoluteRequirementsPtvalue8666ReqmtMNMNDesirableObjectivesPtvalue106ObjectivexxPt.TotalPt.TotalPt.TotalPt.TotalPt.Total10Pt.Total1424pts18pts12615StepThree–EvaluateAlternativesTool3.CriteriaofthisAlternative•Setyourcriteria1.Doesthisalternativeexpressyourdesiredachievement?_________________________________________________________________________________________________________________________________________________________2.Doesthisalternativeexpresswhatyouneedtopreserve?_________________________________________________________________________________________________________________________________________________________3.Doesthisalternativeexpresswhatyouneedtoavoid?_________________________________________________________________________________________________________________________________________________________16SixStepProblemSolvingProcessStep4.ProposeandImplementtheSolution•Developaplanofaction1.Specifystepstobecompleted2.Determineresourcesneededtoimplementplan3.Groupmemberresponsibilitiestobeagreedupon4.Determinetimelineofevents5.Provideforemergenciesand/orcontingencies6.Determineexpectedimpactandactualimpact7.Planforassessmentofyourproposedplan17StepFour–SolutionCreationToolSuggestedSolutionsDoesitmeetNeedforchange?How/why?Isitworkable?How?Anydisadvantages?Decideduponsolution:18StepFour–ActionPlanningToolStepstobecompletedChronologicalorderNeededResourcesWhoseresponsibility?BegindateandcompletiondateExpectedImpactActualImpactPossibleemergenciesPlantoassessActionPlanresults:(listtoolsusedegParetocharts,trendchartsetc)19SixStepProblemSolvingProcessStep5.AnalyzetheOutcome•Followthroughiscritical1.Analysisfollowthrough1.Validatetheentireprocess2.Disseminationandanalysisofimprovementresults2.Determinationofnewproblemsthatsurfaced3.Revisittheprocessasnecessary4.ProblemRecurrencePreventionintervention5.Institutionalization20StepFive–AnalyzetheOutcomeToolDetaillevelofimprovement(ornon-improvement)Canimprovementprocessbeinstitutionalizedoractionplanningstagetoberevisited?Listobservations.Doreportsrevealanypossibilityofproblemreappearing?Detailactionplantoseethisdoesnothappen.21SixStepProblemSolvingProcessStep6.ImprovetheProcess•Continuetheimprovement–LinktoStep1–IdentifyConcern(initiatestheprocessagain)–Step6alsoverifiesyourcommitmenttocontinuousimprovement•Evaluatewhatyoudoonadailybasis•Rethinkandchangethewayyoudothings•Eliminatenon-valueaddedactivities•Acceptresponsibilityandownershipforproblemsforwhichyouarepartoft