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1、Continued1Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao3.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。If you dont solve the problem,you become a problem.Continued2Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou
2、 Nantong Jinan Qingdao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!问题解决问题解决(Practical Problem Solving)Continued3Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jina
3、n Qingdao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 15%,system&managers 85%问题解决问题解决(Practical Problem Solving)Continued4Shanghai Tianjin Sh
4、enzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao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Standard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(P
5、ractical Problem Solving)Continued5Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao123456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 Countermeasure跟踪和检查跟踪和检查Foll
6、ow-Up&Check问题解决问题解决(Practical Problem Solving)Continued6Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao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)Continued7Shangh
7、ai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao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)Continued8Shangha
8、i Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao确定原因所在确定原因所在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)Continued9Shanghai Tian
9、jin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao4运用5个为什么的调查方法来找出根本原因5 Why Investigation to find the Root Cause调查原因调查原因CauseInvestigation问题解决问题解决(Practical Problem Solving)Continued10Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao5个为
10、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?
11、？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 the 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 wi
12、th 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题解决问题解决(Practical Problem Solving)Continued11Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao5实施补救和对策Impleme
13、nting 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 Problem Solving)Continued12Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingda
14、o6跟踪及检查跟踪及检查Follow Up and Check MARCH 2009MARCH 2009问题解决问题解决(Practical Problem Solving)Continued13Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan QingdaoPPS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 process that everyone in the org
15、anization 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)