【正文】 策EvaluateOute評估結(jié)果評估結(jié)果123456732 169。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 / WhyWhy Analysis 尋根問底 分析法DESCRIPTION: The WhyWhy analysis helps to identify the root cause(s) of a problem, by asking the question why about each cause.描述 :尋根問底 分析法通過對每個原因問個 為什么 來找出某一問題的根本原因 .Problem Statement問題陳述Apparentcause表面原因Leads toRootcause導(dǎo)致根本原因?qū)е赂驹駻pparentcause表面原因Apparentcause表面原因Rootcause根本原因 Why ? 為什么 ? Why ? 為什么 ? Why ?為什么 ?BASICTOOL基本工具30 169。可能會以牙還牙28 169。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 / Affinity Diagram親和圖DESCRIPTION: Affinity diagrams anize and summarize ideas into natural groupings. This tool can be used in conjunction with Brainstorming, when a large number of ideas are generated.描述 :親和圖可將各種想法加以總結(jié)并組織成自然組別 .若產(chǎn)生的想法數(shù)量巨大時 ,可將此法與腦力激蕩法結(jié)合使用 .User demand ismore sophisticatedand diverse用戶的需求更加復(fù)雜和多樣化Quality is being globalized質(zhì)量正趨于全球化Nonuser friendly products are Unacceptable不接受非用戶友好的產(chǎn)品Need for providing plete service對于提供Unreliability in products is not tolerated不能容忍不可靠的產(chǎn)品TQMaware customers are being mon 具有全面質(zhì)量管理意識的顧客普遍起來Demand for high quality, low cost goods increasing對高質(zhì)量低成本產(chǎn)品的需求增加Technology is no longer “aweinspiring”技術(shù)不再是令人畏懼的Brandawareness does not guarantee customer loyalty品牌意識不能保證顧客的忠心程度Market differenttiation is being less of an issue市場差異正趨于淡化Individual customize action is being more of an issue特殊用戶行為正在走強(qiáng)Need for meeting all requirements is severe強(qiáng)烈要求達(dá)到所有要求的需求Happy to pass on good product/ service stories樂于傳播好產(chǎn)品 /服務(wù)的事情Instant, intuitive usability being Requirement方便直觀的可用性成為需求Local service must be availableImmediately本地服務(wù)應(yīng)能立刻獲得Replacement parts/ product expected within 24 hours期望 24小時內(nèi)能獲得替代部件 /產(chǎn)品Easily contacted by telephone or fax通過電話或傳真容易聯(lián)系Extended warranty Expected期望大范圍的保證Questions answered quickly and correctly回答疑問快捷準(zhǔn)確Complete customer education/in formation provided為客戶提供全部知識 /信息Happier to pass on poor product/service stories樂于傳播不好的產(chǎn)品 /服務(wù)的事情Lowtolerance for inadequate service。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 /Step 3 Determine Causes 步驟 3 確定原因Key Activities關(guān)鍵活動 :?Identify possible ?Select the most likely cause(s).選擇出可能性最大的原因?Identify/verify root Check Question 檢查問題?How did you find the root cause? 您是如何找到根本原因的 ?Tools工具?Brainstorming腦力激蕩法?CauseEffect Diagram (Fishbone Diagram)因果圖 (魚骨圖 )?Affinity Diagram親和圖?Interrelationship Diagram關(guān)聯(lián)圖?WhyWhy Analysis 尋根問底 分析法 IdentifyProblem確認(rèn)問題確認(rèn)問題AnalyzeProblem分析問題分析問題DetermineCauses確定原因確定原因DevelopSolutions尋求對策尋求對策PlanAction計(jì)劃行計(jì)劃行動動ImplementSolution實(shí)施對策實(shí)施對策EvaluateOute評估結(jié)果評估結(jié)果123456726 169。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 /9080706050403020100Example 2FrequencyExample: Histograms示例 :直方圖24 169。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 /Example: Bar Chart 示例 :柱狀圖 Helpdesk Calls data HD 電話數(shù)據(jù)Time of Day 一天中的時間No. of Calls電話數(shù)量22 169。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 /Example: Process Map示例 :過程圖Receive Order接到訂單Ask for Cash inAdvance要求預(yù)付現(xiàn)金Check CreditRating檢查信用等級ProcessOrder進(jìn)入訂貨過程Previous Customer老客戶Yes是No否RatingOK等級良好Yes是No否Send Order toProduction將訂單發(fā)往生產(chǎn)部門Yes是No否Cancel Order取消訂單PaymentReceived收到付款20 169。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 /Planning for Data CollectionKey Questions關(guān)鍵問題? What kind of data is most relevant to the problem?何種資料與問題最相關(guān) ?? Quantitative vs. qualitative data定量資料相對于定性資料? How do you get the most relevant data? 您是如何得到最相關(guān)資料的 ?? Databases, surveys, reports 數(shù)據(jù)庫 ,調(diào)查 ,報(bào)告? How much time can you spend looking for the right data?您會花多長時間去尋找正確的資料 ?? Days, weeks, months 天 ,星期 ,月Plan計(jì)劃Execute執(zhí)行CriticalQuestions嚴(yán)重問題18 169。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 /Step 1 Check List步驟 1 檢查表 CHECKING THE ACTIVITIES:檢查如下活動 :? Problem with greatest business impact has been identified. 對事務(wù)影響最大的問題已被確認(rèn) .? Problem statement has been .? Project team and sponsor have been .? Costs/benefits of solving the problem have been estimated. 已估計(jì)出解決問題所需費(fèi)用 /所獲益處 .? Schedule outline for the project has been set. 已確定項(xiàng)目大約所需的時間 .CHECK QUESTION:檢查問題 :? How have you defined the gap between the actual and target? 您是如何定義現(xiàn)實(shí)與目標(biāo)之間的差距的 ?16 169。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 / Pareto Chart柏拉圖DESCRIPTION: Pareto helps to prioritize problems.描述 :柏拉圖有助于問題排序 Identified Problems確認(rèn)問題02040608010001002003004005006007008009001000Problem C問題 CProblem B問題 BProblem A問題 AProblem E問題 EProblem D問題 DCosts成本% Costs (Cumulative)%成本(累計(jì))BASICTOOL基本工具14 169。Writing a Problem Statement (2/2)寫問題陳述12 169。 sales centers我們電子產(chǎn)品的用戶；銷售中心Mail, express delivery, or special delivery depending on customer locale or delivery destination根據(jù)客戶收貨地情況，用郵件，快件，或特殊貨運(yùn)發(fā)貨Not to exceed 3 % of sales price per unit不超過 3％的銷售單價Unit cost in local currency per shipment 每批發(fā)貨的當(dāng)?shù)刎泿艈蝺rWriting a Problem Statement (1/2)寫問題陳述 11 169。 Keep the problem statement simple, just a single sentence. 描述問題宜簡潔 ,一句話即可 .10 169。 NOKIA COMPANY CONFIDENTIAL NOKIA 7 / Version 2023 /Step 1 Identify Problem 步驟 1 確認(rèn)問題Key Activities關(guān)鍵活動 :? Identify problem .?Prioritize the .? Write the problem .Check Question 檢查問題? How have you defined the gap between the actual and target?您是如何定義現(xiàn)實(shí)與目標(biāo)之間的差距的 ?Tools 工具? Brainstorming腦力激蕩法? Pareto柏拉圖 IdentifyProblem確認(rèn)