《DELL问题解决培训》PPT课件.ppt
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1、Problem Solving Key to Continuous Improvement Workshop1可整理pptSix Steps Problem Solving Process1.Identify concerns2.Analyze the problem(facts)3.Evaluate Alternatives 4.Propose and Implement Solution 5.Analyze the Outcome6.Improve the Process2可整理pptThe Six Step Problem Solving Process ModelVVVVVV1.Ide
2、ntify Concerns and problem4.Propose and Implement the Solution2.Analyze the Problem6.Improve the Process5.Analyze the Outcome3.Evaluate the Alternatives3可整理pptSix Steps Problem Solving ProcessStep 1.Identify Concerns(How urgent or important is this?)Identifying the gapSmoke out the issues to the tea
3、m or organizationUse analysis reports such as check sheets,Pareto chartsUse questions to probe for understanding of real issues which require further investigationList areas of concern and the consequences of not taking action eg.Defects,tardiness,attitude Proceed to identify concernsKeep asking to
4、surface the real issuesTeam to get agreement on area of mutual concern4可整理pptSix Steps Problem Solving ProcessStep 2.Analyze the ProblemInvestigate in Detail(gather and evaluate the facts)Write a statement that identifies the root problemUse appropriate tools and techniquesChecksheets,reports,observ
5、ationsBrainstorming(Alex F.Osborne,Applied Imagination,1957)Force Field Analysis(Kurt Lewin,Field Theory in Social Research,1955)Cause and Effect Diagram or Fish Bone DiagramEnsure active participationBuild consensusProceed to analyze the problemTeam agreement that area of mutual concern has been su
6、fficiently analyzedAllow for constructive criticism and concerns to be shared6可整理pptSteps One and TwoAnalysis SummaryKey things that the team should have:Looked for patterns or trends during the analysis.Recurring themes point toward a definitionDefine barriers,as necessary.A clear definition of the
7、se barriers is necessary when preparing an action planUsed brainstorming techniques to open up discussionAll ideas are acceptableGet as many as possibleInvolvement leads to ownership and commitment10可整理pptStep 3.Evaluate alternatives(most critical step)Test your problem analysisEstablish priorities
8、and Set criteria in an effort to establish a goal(refer next slide)Enables a wider perspective of possible solutions which tend to be more mutually acceptable by team.This in turn leads to higher commitment by the groupSix Steps Problem Solving Process11可整理pptStep Three Evaluate Alternatives Tool1.E
9、stablish prioritiesList absolute requirements(points value)PtsReqmt MNO 106 wks6-7$300-$40067-8$400-$50048-9$500-$60029$600List Desirable Objectives(points value)PtsReqmt x yz100.5080.4060.3040.2020.10Example of Requirements M=timeframe to completeN=cost of implementationExample of Requirements x=UM
10、HFor Alternative 1,13可整理pptStep Three Evaluate Alternatives Tool2.Establish Priorities-Evaluate AlternativesAlternative 1:Alternative 3:Alternative 2:Absolute RequirementsPt value866 6ReqmtMNM NDesirable ObjectivesPt value 106Objective xxPt.TotalPt.TotalPt.TotalPt.TotalPt.Total10Pt.Total1424 pts18 p
11、ts12614可整理pptStep Three Evaluate Alternatives Tool3.Criteria of this AlternativeSet your criteria1.Does this alternative express your desired achievement?_2.Does this alternative express what you need to preserve?_3.Does this alternative express what you need to avoid?_15可整理pptSix Step Problem Solvi
12、ng ProcessStep 4.Propose and Implement the SolutionDevelop a plan of action1.Specify steps to be completed2.Determine resources needed to implement plan3.Group member responsibilities to be agreed upon4.Determine timeline of events5.Provide for emergencies and/or contingencies6.Determine expected im
13、pact and actual impact7.Plan for assessment of your proposed plan16可整理pptStep Four Solution Creation ToolSuggestedSolutionsDoes it meet Need for change?How/why?Is it workable?How?Any disadvantages?Decided upon solution:17可整理pptStep Four Action Planning ToolSteps to be completedChronological orderNee
14、ded ResourcesWhose responsibility?Begin date and completion dateExpected ImpactActual ImpactPossible emergenciesPlan to assess Action Plan results:(list tools used eg Pareto charts,trend charts etc)18可整理pptSix Step Problem Solving ProcessStep 5.Analyze the OutcomeFollow through is critical1.Analysis
15、 follow through1.Validate the entire process2.Dissemination and analysis of improvement results2.Determination of new problems that surfaced3.Revisit the process as necessary4.Problem Recurrence Prevention intervention5.Institutionalization19可整理pptStep Five Analyze the Outcome ToolDetail level of im
16、provement(or non-improvement)Can improvement process be institutionalized or action planning stage to be revisited?List observations.Do reports reveal any possibility of problem reappearing?Detail action plan to see this does not happen.20可整理pptSix Step Problem Solving ProcessStep 6.Improve the Proc
17、essContinue the improvement Link to Step 1 Identify Concern(initiates the process again)Step 6 also verifies your commitment to continuous improvementEvaluate what you do on a daily basisRethink and change the way you do thingsEliminate non-value added activitiesAccept responsibility and ownership f
18、or problems for which you are part of the solutionProblem Solving is an ongoing process21可整理pptSix Steps Problem Solving ProcessImportant ConsiderationsProject selectionProject clearly definedCustomer orientedBusiness ImpactAnalysis techniqueThorough and appropriate analysis techniques usedBenchmark
19、ing of best practicesRemediesUse the simplest toolsAlternative solutions seriously exploredRemedies consistent with analysisImplementation plans thorough and well definedResultsVerified improvements measuredCustomer satisfaction results evidentInstitutionalizationImprovements sustainable and permane
20、nt22可整理pptThe Problem Solving Analysis Tools23可整理pptTo analyze the situation and look at important questions.Uses:To grasp the past and present situationTo stratifyTo grasp the changes through timeTo confirm the standard24可整理pptFrom the tally sheets,identify the few main problems to tackle.Uses:To g
21、rasp the problem betterTo grasp the past and present situation of the problemTo stratifyTo confirm the improvement resultsCummulative Percent25可整理pptThe Effect(results which is influenced by the main factors or Causes)are placed in a fish bone diagram.Using this diagram will help to identify the rea
22、l causesUses:To grasp the causal relationship between cause and effectTo stratifyTo analyze the possible causesEffectABCD26可整理pptBPI Project ExampleAnalyze:Root Cause and Proposed SolutionsBad Weather L H H Holidays(Public&Customer)L L L Strikes L H H Viruses L H H Customs Delays(exams)L H H EMF 2&3
23、 difference(Dock doors,volume,products,Manifest,etc.)M H H Production by product(not destination)L H L Futuristic orders Split shipments(EMF 2&3)L H H Inaccurate Customer order statusing Shipping mis-route M M HTruck departure policy MANMACHINEMOTHER NATURELack of Training(Sales force,Drivers etc.)H
24、 M H Complex order entry systems Sorting errors M M H Theft/Missing L H H Damaged L H H Customer not there Short Ship(human error)L M H Addresses not input correctly H M HMATERIALMETHODMEASUREImprovedDelivery Time Multiple order entry systems 2 WIP systems(Tandem&Speedway)M H H Break in EDI link L H
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- DELL问题解决培训 DELL 问题解决 培训 PPT 课件
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