【正文】 Decision Making Model Decision Analysis Problem Analysis Potential Problem Analysis Situation Appraisal 1. Identify concerns or issue 2. Analyze the problems 3. Generate and evaluate alternative solutions 4. Propose and Implement Solution 5. Analyze the oute 6. Improve the process 58 Tools At Each Step 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 Check Sheet, Yield Log Sheet Pareto Diagram Questioning Techniques Stratification, Camp。 ideas) Analyze (Identify critical factors) Improve (Critical factors to Improve or eliminate) Control (Maintain critical factors at required level) Report (Document amp。 Techniques Yes No No Yes Monitor 38 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 amp。 Speedway) M H H Break in EDI link L H H Short Ship (system error) Address change (order entry and Speedway) H H M Technical Issues (Truck, Ferry, Plane) L H H Customs Delays (Documentation) L M H Misuse of reason codes L L L Inconsistent data by Carrier H H L Data lags real time。 3 difference (Dock doors, volume, products, Manifest, etc.) M H H Production by product (not destination) L H L Futuristic orders Split shipments (EMF 2 amp。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