电脑问题解决培训Problem Solving Key to Continuous Improvement

时间:2025-07-11

Problem SolvingKey to Continuous Improvement

Workshop

Six Steps Problem Solving Process1. 2. 3. 4. 5. 6. Identify concerns Analyze the problem (facts) Evaluate Alternatives Propose and Implement Solution Analyze the Outcome Improve the Process

The Six Step Problem Solving Process Model1. Identify Concerns and problem

6. Improve the Process

2. Analyze the Problem

5. Analyze the Outcome

3. Evaluate the Alternatives

4. Propose and Implement the Solution3

Six Steps Problem Solving ProcessStep 1. Identify Concerns(How urgent or important is this?) Identifying the gap Smoke out the issues to the team or organization Use analysis reports such as check sheets, Pareto charts Use questions to probe for understanding of real issues which require further investigation

List areas of concern and the consequences of not taking action eg. Defects, tardiness, attitude Proceed to identify concerns Keep asking to surface the real issues Team to get agreement on area of mutual concern

Six Steps Problem Solving ProcessStep 2. Analyze the Problem Investigate in Detail (gather and evaluate the facts)

Write a statement that identifies the root problemChecksheets, reports, observations Brainstorming (Alex F. Osborne, Applied Imagination, 1957) Force Field Analysis (Kurt Lewin, Field Theory in Social Research, 1955) Cause and Effect Diagram or Fish Bone Diagram Build consensus Team agreement that area of mutual concern has been sufficiently analyzed Allow for constructive criticism and concerns to be shared

Use appropriate tools and techniques

Ensure active participation

Proceed to analyze the problem

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Steps One and TwoAnalysis Summary Key things that the team should have: Looked for patterns or trends during the analysis. Recurring themes point toward a definition

Define barriers, as necessary. A clear definition of these barriers is necessary when preparing an action plan

Used brainstorming techniques to open up discussion All ideas are acceptable Get as many as possible Involvement leads to ownership and commitment

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Six Steps Problem Solving ProcessStep 3. Evaluate alternatives (most critical step) Test your problem analysis Establish priorities and Set criteria in an effort to establish a goal (refer nextslide)

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 group

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Step Three – Evaluate Alternatives Tool1. Establish prioritiesList absolute requirements (points value) Pts Reqmt M N O 10 <6 wks <$300 8 >6-7 >$300 - $400 6 >7-8 >$400-$500 4 >8-9 >$500 - $600 2 >9 >$600 List Desirable Objectives (points value) Pts Reqmt x y z 10 >0.50 8 >0.40 6 >0.30 4 >0.20 2 >0.10

For Alternative 1, Example of RequirementsM = timeframe to complete N = cost of implementation

Example of Requirementsx =

UMH

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Step Three – Evaluate Alternatives Tool2. Establish Priorities - Evaluate AlternativesAlternative 1:24 ptsAbsolute Requirements Pt value Reqmt

Alternative 2:18 pts

Alternative 3:

8 M

6 N Pt. Total 14

6 M

6 N Pt. Total 12 Pt. Total

Desirable Objectives Pt valueObjective

10 x Pt. Total 10

6 x Pt. Total 6 Pt. Total

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Step Three – Evaluate Alternatives Tool3. Criteria of this Alternative Set 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

Six Step Problem Solving ProcessStep 4. Propose and Implement the Solution Develop a plan of action1. Specify steps to be completed 2. Determine resources needed to implement plan 3. Group member responsibilities to be agreed upon 4. Determine timeline of events 5. Provide for emergencies and/or contingencies 6. Determine expected impact and actual impact 7. Plan for assessment of your proposed plan16

Step Four – Solution Creation ToolSuggested Solutions Does it meet Need for change? How/why? Is it workable? How? Any disadvantages?

Decided upon solution:17

Step Four – Action Planning ToolSteps to be completed Chronologic al order Needed Resources Whose responsibility? Begin date and completion date Expected Impact Actual Impact Possible emergencies

Plan to assess Action Plan results : (list tools used eg Pareto charts, trend charts etc)

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Six Step Problem Solving ProcessStep 5. Analyze the Outcome Follow through is critical1. Analysis follow through1. 2. Validate the entire process Dissemination and analysis of improvement results

2. 3. 4. 5.

Determination of new problems that surfaced Revisit the process as necessary Problem Recurrence Prevention intervention Institutionalization19

Step Five – Analyze the Outcome ToolDetail level of improvement (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.

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Six Step Problem Solving ProcessStep 6. Improve the Process Continue the improvement–

Link to Step 1 – Identify Concern (initiates the process again) Step 6 also …… 此处隐藏:3819字,全部文档内容请下载后查看。喜欢就下载吧 ……

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