【正文】 1 Problem Solving Key to Continuous Improvement Workshop 2 Six Steps Problem Solving Process 1. Identify concerns 2. Analyze the problem (facts) 3. Evaluate Alternatives 4. Propose and Implement Solution 5. Analyze the Oute 6. Improve the Process 3 The Six Step Problem Solving Process Model 1. Identify Concerns and problem 4. Propose and Implement the Solution 2. Analyze the Problem 6. Improve the Process 5. Analyze the Oute 3. Evaluate the Alternatives 4 Six Steps Problem Solving Process Step 1. Identify Concerns (How urgent or important is this?) ? Identifying the gap ? Smoke out the issues to the team or anization ? 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 6 Six Steps Problem Solving Process Step 2. Analyze the Problem ? Investigate in Detail (gather and evaluate the facts) ? Write a statement that identifies the root problem ? Use appropriate tools and techniques ? Checksheets, 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 ? Ensure active participation ? Build consensus ? Proceed to analyze the problem ? Team agreement that area of mutual concern has been sufficiently analyzed ? Allow for constructive criticism and concerns to be shared 10 Steps One and Two Analysis 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 mitment 11 Step 3. Evaluate alternatives (most critical step) ? Test your problem analysis ? Establish priorities 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 mitment by the group Six Steps Problem Solving Process 13 Step Three – Evaluate Alternatives Tool 1. Establish priorities List absolute requirements (points value) Pts Reqmt M N O 10 6 wks $300 8 67 $300 $400 6 78 $400$500 4 89 $500 $600 2 9 $600 List Desirable Objectives (points value) Pts Reqmt x y z 10 8 6 4 2 Example of Requirements M = timeframe to plete N = cost of implementation Example of Requirements x = UMH For Alternative 1, 14 Step Three – Evaluate Alternatives Tool 2. Establish Priorities Evaluate Alternatives Alternative 1: Alternative 3: Alternative 2: Absolute Requirements Pt value 8 6 6 6 Reqmt M N M N Desirable Objectives Pt value 10 6 Objective x x Pt. Total Pt. Total Pt. Total Pt. Total Pt. Total 10 Pt. Total 14 24 pts 18 pts 12 6 15 Step Three – Evaluate Alternatives Tool 3. Criteria of this Alternative ? Set your criteria 1. Does this alternative express your desired achievement? ____________________________________________________