RCA培训教材..pptxVIP

Root Cause Analysis根源分析理论 Wang QuanNov 15, 2014根源分析基本原理问题显现出的症状“叶子”地上部分（明显）问题的根本原因“根部”地下部分（不明显）在根源分析里面的根源一词是指根本原因，而不是特指某一个原因Introduction介绍Principles原理Cause Mapping – 3 steps CM 理论的3个步骤Facilitation and Application便利性和适用性Your Roles你的工作Today今天Challenge and ask questions挑战和提问Practice实践After the workshop了解理论之后Practice the RCA process将RCA理论用于实践 Apply the RCA on your problems用RCA理论处理你的问题Lead by example in Problem solving sessions以身作则的处理问题Teach this to someone else将此理论教给别人Be able to analyze one Problem要能分析问题Introduction介绍Process map流程图 A map of the specific steps of work process工作进程中具体步骤的流程图The work process defines how we would like to conduct the business everyday此图展示了每日工作的开展Introduction介绍Cause MapsA map of the causes of a problem问题起因的示意图1. Problem问题2. Analysis分析3. Solutions方案The cause map is a visual explanation of why we didn’t get the desired results from the work process此图直观解释了为什么工作达不到预期效果Cycle of Continuous Process Improvement工艺改进的连续循环示意图When a process doesn’t produce the desired results out first question should be “WHY?”These “WHY?” questions are the analysis of the problem一旦某个环节没能达到预期效果，首先要探究为什么，而这些发问就是在分析问题。The corrective actions after an investigation make specific changes to the work process经查究之后，某些整改措施会改变工作中的某些环节1. Problem问题2. Analysis分析3. Solutions方案Problem Prevention问题预防Target: we would like to spend all of time executing work processes without errors. 目标:我们无差错的完成所有工作Paradox矛盾点: we don’t want to become good at investigating problems so that we can investigate more and more problems 我们不是因为想善于探究问题，从而去探究越来越多的问题.We want to become good at investigating problems so that we can investigate fewer and fewer. 我们想善于探究问题，但能探究的问题越来越少The Focus is on PREVENTION重点在于预防Cause Mapping – 3 steps CM理论3步走Step 1 Problem问题 4 simple questions: what, when, where and the impact to the goals 4个简单的发问：什么问题、何时发生、在何地、以及影响如何Step 2 Analysis分析 Break the problem down into its parts. It is driven by evidence based cause-and-effect relationships that are captured visually. 将整个问题分解成一些单个的局部问题，根据