Problem Solving Program解决问题过程(ppt)
Problem Solving Program 解决问题过程
Purpose of this Course 课程的目的
To provide teams with a structured method for examining problems and finding solutions
给小组一种结构化的方法，以检验问题和找出解决方案
To install a common language for problem-solving. Eliminate cultural and language barriers.
建立解决问题的共同语言，消除文化和语言差异
To introduce new tools and coordinate with existing tools
介绍新的工具，调整现有的工具
To improve interpersonal skills.
提高人际技巧
Improve quality of work life.
提高工作质量
Improve effectiveness
提高效率
Improve self confidence
提高自信
A Culture Change is Required 需要改变的文化
“The Most Productive Enterprise on Earth” 世界上最有生产力的企业
Purpose of the Problem-Solving Process解决问题过程的目的
Provide teams with a step-by-step approach for problem-solving, plus procedures for:
带领小组一步步解决问题，步骤如下：
Uncovering root cause
发现问题的根本
Making decisions
进行决策
Planning and evaluating
计划和评估
General Learning Objectives 学习的一般目标
Upon Completing This Program You Will Be Able to
课程结束后，你将能够：
Know and apply the problem-solving process to a job-related problem
知道并运用解决问题的步骤解决工作问题
Speak the common language when discussing or dealing with problem-solving
在讨论和解决问题时有共同的语言
Recognize, interpret, and demonstrate interactive behaviors to work effectively in a group
认识、说明、论证小组自之间的合作，使工作更有效
Perform roles of problem-solving process team members
在小组之间分配解决问题过程中执行的角色
Select and apply new tools – as well as tools you are presently using – in the various steps of the problem-solving process.
在解决问题的过程的各个步骤选择和运用新的工具－包括你目前正在使用的工具
Problem-Solving Process 解决问题的过程
How this course was developed
课程产生的过程
Based on the well-known Xerox program
建立在著名的
A collection of best practices in problem-solving
解决问题的最佳实例集锦
Specially designed to interrelate with tools and resources already in place at Your Company
结合工具和贵公司现有资源，量身定做
Interactive Behaviors 合作方法
Value: Effective interactive behaviors…
价值：有效的合作
Help Develop an open climate of trust.
有助于营造开放信任的气氛
Help build teams有助于建立团队
Help us work together to reach consensus
有助于团结合作，达成一致
Improve communications促进沟通
Save time节省时间

The Winds of Change 变化的方向
What are your reactions to change?
你对变化的反应
How do you view this change?
你如何看待变化
What concerns do you have?
你的意见如何
How can we successfully manage change?
我们如何成功的管理变化
Step 1: Identifying and Selecting a Problem 第一步：认识和选择问题
Here’s what we’ll be doing:
以下是我们要做的：
Review tasks of Step 1 – and tools which may be used
回顾步骤1的任务，及可能用到的工具
Discuss problem statements
讨论问题陈述
Look at a teaching example
阅读教学案例
Attend first PSP meeting
参加第一个解决问题会议
Apply what we have learned to select　a job-related problem
应用我们所学的知识选择一个与工作相关的问题
Step 1: Identifying and Selecting a Problem 第一步：认识和选择问题
Here’s what we’ll be doing:
Review tasks of step 1 – and tools which may be used
Discuss problem statements
Look at a teaching example
Attend first PSP meeting
Apply what we have learned to select　a job-related problem
Step 1 tasks
DetermineTheme
确定主题
List
列出问题明细

Select
选择

Write
记录
Determine
决策
Determine/select　an area of focus
决定和选择目标区域
Make a list of problems related to the Theme. Break into smaller, manageable problems
列出与主题相关的问题，细分至可控制的问题
Identify the most appropriate problem to work on.
确定最需要解决的问题


Clarify and write a problem statement
明确并写出问题陈述


Do we need to analyze for root cause?
我们需要分析根本原因吗

First Task: Determine the problem-Solving Theme 第一项任务：确定解决问题的主题
Sources of Theme主题的来源
Management管理
Mission Statement陈述
Complaints or problems抱怨和问题
Group members小组成员
Goals目标
Criteria基本原则
Area where group has expertise or influence
小组专长或影响的领域
Complements job responsibilities
完成工作职责
Presents solvable problems
提供可以解决的问题
Second Task: List problems related to Theme 任务2：列出与主题相关的问题
Use a Structure Tree to Break Down Into Manageable Problems运用结构树的方法将管理问题细分问题
Ask Questions and Prioritize提问及排序
What has the problem什么会有问题的？
What are you having a problem with?你有什么问题
Can you be more specific?你可以更专业吗？
What do you mean by… … ?这……对你以为着什么？
What is the problem?问题是什么？
What is actually happening?现实中发生的吗？
What bothers you about… ?什么正困扰着你？
What do you mean by …?这…对你意味着什么？
What specifically is wrong…?典型的错误是什么？
What evidence do you have… ?你存在的问题？

Third Task: Select One Problem 第三项任务：选择一个问题
Select the problem to be addressed by the team (consider priority and selection criteria)
选择一个小组提出的问题（考虑优先性和选择的基本标准）
Examples of Selection Criteria:
选择的标准范例：
Simplicity – how easily can we solve?简单－我们解决它的难易度？
Speed – How fast can we solve?速度……我们解决它所用的时间
ROI – What is the payback？ROI－可能的回报？
Available resources – Do we have what’s needed to do this job?
可利用资源－完成这项工作需要的资源？
Control – Is this problem under the influence of the group
控制－这个问题受小组的影响吗？
Fourth Task: Clarify and Write a Problem Statement 第四项任务：明确并写出问题陈述
Include “As Is” and “Desired State” Guidelines for problem statements
包括有关的“现状”和“目标”的问题陈述的概要
As specific as possible
越有针对性越好
Observable/Measurable
可观察/可测量
No Causes or Solutions
没有原因或解决方案
Sufficiently narrow in scope
范围足够窄
Fifth Task: Determine If We need to analyze for Root Cause 第五项任务：决定我们是否需要分析根本原因
Ask … Do we know why?
问…我们知道为什么吗？
Go to Step 2 – Analyze for Cause
到第二步－分析原因
If the answer is :
如果答案是：
We do not know why
我们不知道为什么？
We have some ideas about the cause(s) but are not sure
我们对原因有一些想法但不明确



Select a Problem to Solve Using Six Step PSP 应用6步解决问题法选择要解决的问题
Team Effort小组努力
Contemporary Issue共同的意愿
Potential for Payback潜在回报
Can Get Data得到数据
Within Our Control可控
Reasonable Time to Solve (3-4 month or less)合理的解决问题的时间
Step 2 Analyzing the Problem for Cause 第2步：为寻找原因而分析问题
Review Tasks of Step 2回顾步骤2的任务
Tool: Fishbone工具：鱼骨
Review data on possible causes考察可能理由的数据
Teaching example教学案例
Attend second and third PSP meetings and identify causes
加入第2次和第3次的解决问题会议并明确原因
Plan for data collection – job-related problem
收集数据的计划－与工作有关的问题
Step 2 Tasks第2项任务
Identify the data you need. Plan to collect it
确定你需要的数据，并制定收集计划

Obtain as much relevant data as you can
尽可能获得合理的数据
Graphically display data
图表表示数据

Draw conclusions from displayed data to identify causes. Prove assumptions
从现实的数据中得出结论确定原因，证实原假定
Revise problem statement as required
按需要修改问题陈述

What do we want to know?
我们需要知道什么？
To understand/describe problem
去理解并描述问题
To help identify root cause
有助于明晰根本原因
Want questions will we ask?
我们需要问的问题？
How will we get the information
我们将如何得到这些信息

Here’s what we’ll be doing:
我们要做：
Look at tools
阅读工具
Review teaching example
回顾教学案例
Attend PSP Meeting #4 – generating Potential Solutions
参加解决问题第4次会议－得出潜在解决方案
Step 3 Tasks步骤3任务
Make a list of solutions which may solve the problem列出可能的解决方案
Get a common understanding
建立共识
Identify requirements must meet.
明确必须满足的需求

Eliminate solutions which don’t meet absolute requirements
删去不能满足绝对需求的解决方案
Reduce the list to a few workable solutions
精简可操作性方案
Third Task: Establish Absuolute requirements 第三项任务：建立绝对需求
Identify Requirements the Solution MUST Meet
明确解决方案必须满足的需求
Requirements must be …
需求必须是
Mandatory
强制性的
Realistic
现实的
Measurable
可测量的
Step 4: Selecting and Planning the Solution 第4步：选择和计划解决方案 Here’s What We’ll be Doing我们要做
A. Selecting选择
Review tasks for selecting a solution
回顾任务以选择一个解决方案
Learn new tools to help us rate and select　solutions
学习新的工具帮助评估和选择方案
Review the teaching example
回顾教学案例
Attend PSP Meeting #5 – Select a solution for our case study
参加解决问题第5号方案－为我们的案例选择一个解决方案
B. Planning计划
Review tasks for planning the solution
参考任务单，计划解决方案
Step 4B Tasks步骤4B 任务
Develop Criteria列出基本标准
Create
创建

Test and Modify
试验与修正
Establish
Evaluation
建立评估
Strategies
战略
List criteria for the plan
列出计划可能的基本标准
Build an implementation plan
建立一个执行计划
Look for things that might go wrong and determine how to deal with them
找出一个可能出错的情况，并决定如何解决
Create a plan for evaluation the solution
建立一个计划去评估此方案
Step 4A Tasks步骤4A任务
Establish
Criteria
建立标准
Select
选择标准

Get
得出结论

Second Task:Create the Plan 任务2：建立计划
Plan should include:
计划应该包括
Process Control System/Tracking System
过程控制系统/跟踪系统
Responsibilities identified责任划分
Statement of Tasks任务说明
Commitment Strategy战略保证
Contingency Plans应急计划
Communication/Information Transfer信息传递
A Method Of Evaluation评价方法
Third task:Test And modify plan 任务3：试验与调整
Select Objective Person To Help选择目标人去帮助
Make Critical Review Of Plan:制定严格的计划检查
What problems could we have?可能的问题是什么
What could cause each problem?每一个问题产生的原因
Protect Your Plan保护你的计划
Decide among 4 alternatives
在4个备选方案中选择
Take action against causes
针对原因采取措施
Add more contingency plansDo both 1 and 2 for some problems
制定更多的应急计划
Accept risk and stay alert (before, during, and after implementation)
接受风险并在执行前、期间、之后控制风险

Fourth task:Establish Evaluation Strategies 任务4：建立评估策略
Determine决定
Evaluation data to collect
评价要收集的数据
How well did the solution fix the problem?
方案是否很适合问题
How well did the solution meet our needs
方案是否满足我们的需求
Have any new problems been created?
是否有新的问题出现
Data collection method
数据收集方法
Step 5: Implementing the Solution 第5步：方案执行
Review tasks任务回顾
Review the teaching example
教学案例回顾

Step 6 Tasks步骤6 任务
Evaluate
Results
评价结果
Check
检查
Install
贯彻
Recycle
循环
Compare with desired state
对比目标状态

Identify any new problems created by the solution
明确方案引发的问题

Install successful solutions and implement new standard.
贯彻成功的方案并执行新的标准

Repeat process for next problem
在下一个问题中重复这个过程


Problem Solving Program解决问题过程(ppt)