033DELL问题解决培训1学习资料.ppt

To solve problem by rationally seeing the relationship between “Cause – Results”, and “Objective – Measures”, where complicated circumstances are interwoven into the problem Uses : To grasp the causal relationship between cause and effect To grasp the relationship between objectives and measures To grasp the problem areas 10 6 4 7 8 9 2 3 Cause 1 5 Problem Area The Problem Solving Technique Enforced Problem Solving D/time Enforced Problem Solving Concept “Purposely seek and expose the problems so that they get attention to fix them” Two Choices to keep the sailboat afloat and keep moving forward :- A. Increase water level or B. Lower the water level to uncover the rocks and break them up Rocks = problems Mfg flow Inventory Missing Delays Quality Setup Poor layout Rocks in the River 6 W Why What Where When Who Which 2 H How How many 6 Ws and 2 Hs Look at current processes, systems, methods and ask questions! Enforced Problem Solving Problem Solving Process Key Components Problem Solving Process Info It’s about information processing. It is about getting the right information!! Enough? Solved? Use Tools Techniques Yes No No Yes Monitor Making decision and taking action are critical to learning and understanding the problem resolution Input Information Experience Judgment Knowledge Results Concern Resolved Process Gather Sort Organize Analyze Confirm Thinking Action Creativity Decision Making Speed of Execution Questioning Listening Skills The Human Side of Problem Solving Team Member Interaction StylesThe Power of Group Diversity Collaborators People who see the big picture, the ultimate goal of the team Set standards/rules Generate ideas Test ideas Negotiate solutions Communicators People who ensure everyone’s views are expressed and keeps everyone talking Encourage participation Provide compromise Reflect feelings Support others Challengers People who question the leaders and members to keep the team on track Provide ideas Criticize answers Defend