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1、Problem Solving Program解决问题过程Purpose of this Course课程的目的课程的目的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 t
2、ools 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需要改变的文化需要改变的文化The Rate of Change in Our World Requires SPEED in all that We do我们高速的社会变化需要我们时刻认
3、识速度的重要性Your Company你的公司你的公司Changes in Technology技术的变化Product introductions产品介绍Changes in Political Environment政治环境中的变化Changes in Customer Demands客户需求的变化“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解决问题过程的目的Provide teams with a step-by-step approa
4、ch 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 prob
5、lem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 a
6、nd 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-sol
7、ving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 con
8、sensus有助于团结合作，达成一致Improve communications促进沟通Save time节省时间Objective:目标-Learn the 8 interactive behaviors and be able to apply them to work effectively in a group.-学习8种合作方法，并将他们有效的运用到小组工作中明确，选明确，选择问题择问题1 1分析问题分析问题的根源的根源2 2产生可能产生可能解决方案解决方案3 3筛选筛选/计划计划解决方案解决方案4 4执行解执行解决方案决方案5 5评估评估结果结果6 6解决问题解决问题程序程序The
9、 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：认识和选择问题第一步：认识和选择问题Heres what well be doing:以下是我们要做的：Review tasks of Step 1 a
10、nd 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：认识和选择问题第一步：认识和选择问题Heres what well
11、 be doing:Review tasks of step 1 and tools which may be usedDiscuss problem statementsLook at a teaching exampleAttend first PSP meetingApply what we have learned to select a job-related problemStep 1 tasksDetermineTheme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
12、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 T
13、heme第一项任务：确定解决问题的主题第一项任务：确定解决问题的主题Sources of Theme主题的来源主题的来源Management管理管理Mission Statement陈述陈述Complaints or problems抱怨和问题抱怨和问题Group members小组成员小组成员Goals目标目标Criteria基本原则基本原则Area where group has expertise or influence小组专长或影响的领域小组专长或影响的领域Complements job responsibilities完成工作职责完成工作职责Presents solvable pr
14、oblems提供可以解决的问题提供可以解决的问题Second Task:List problems related to Theme任务任务2：列出与主题相关的问题：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运用结构树的方法将管理问题细分问题细分问题Ask Questions and Prioritize提问及排序提问及排序What has the problem什么会有问题的？什么会有问题的？What are you having a problem with?你有什么问
15、题你有什么问题Can you be more specific?你可以更专业吗？你可以更专业吗？What do you mean by?这这对你以为着什么？对你以为着什么？What is the problem?问题是什么？问题是什么？What is actually happening?现实中发生的吗？现实中发生的吗？What bothers you about?什么正困扰着你？什么正困扰着你？What do you mean by?这这对你意味着什么？对你意味着什么？What specifically is wrong?典型的错误是什么？典型的错误是什么？What evidence do
16、you have?你存在的问题？你存在的问题？Third Task:Select One Problem第三项任务：选择一个问题第三项任务：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 so
17、lve?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 whats 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？Identify the problems which have the greatest impact on the Theme选择一个对主题有最大影响的问题Fourth Task:Clarify and W
18、rite a Problem Statement第四项任务：明确并写出问题陈述第四项任务：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Create one clear statement of the pro
19、blem写出一个清晰的问题的陈述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Sel
20、ect a Problem to Solve Using Six Step PSP应用应用6步解决问题法选择要解决的问题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Do Step 1 Identify and Select Problem第1步确定和选择目标C CR RI IT TE ER RI IA A标标准
21、准Step 2 Analyzing the Problem for Cause第第2步：为寻找原因而分析问题步：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
22、划与工作有关的问题Heres What Well Be Doing:我们要做的是：Step 2 Tasks第第2项任务项任务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Revi
23、se problem statement as required 按需要修改问题陈述Determine决定Collect收集dDisplay展示Identify明确rds wReview回顾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First Task:Determine
24、 Data to colect第一项任务：确定要选择的数据第一项任务：确定要选择的数据Heres what well 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 Generating Soluations步骤步骤3得到解决方案得到解决方案Step 3 Tasks步骤3任务Make a list of solutions which may solve the pro
25、blem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 dont 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Generate产生wordsClarify明确EstablishAbsoluteRequiremen建立绝对需求ds rdsScreenReduceThird Task:Establ
26、ish 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Heres What Well be Doing我们要做A.Selecting选择Review tasks for selecting a solution回顾任务以选择
27、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
28、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Establis
29、h Criteria建立标准Select选择标准Get得出结论 List criteria for consideration in sIdentify requirements must meet.明确必须满足的需求Eliminate solutions which dont meet absolute requirements删去不能满足绝对需求的方案Reduce the list to a few workable solutions精简可操作性方案Second Task:Create the Plan任务2：建立计划Plan should include:计划应该包括Process C
30、ontrol 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
31、 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1.Take action against causes2.针对原因采取措施3.Add more contingency plansDo both 1 and 2 for some problems4.制定更多的应急计划5.Accept risk and stay alert(before,
32、during,and after implementation)6.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Dat
33、a 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:Evaluating the Solution第6步：方案评价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