【正文】 s as necessary 4. Problem Recurrence Prevention intervention 5. Institutionalization 20 Step Five – Analyze the Oute Tool Detail level of improvement (or nonimprovement) 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. 21 Six Step Problem Solving Process Step 6. Improve the Process ? Continue the improvement – Link to Step 1 – Identify Concern (initiates the process again) – Step 6 also verifies your mitment to continuous improvement ? Evaluate what you do on a daily basis ? Rethink and change the way you do things ? Eliminate nonvalue added activities ? Accept responsibility and ownership for problems for which you are part of the solution Problem Solving is an ongoing process 22 Six Steps Problem Solving Process Important Considerations Project selection – Project clearly defined – Customer oriented – Business Impact Analysis technique – Thorough and appropriate analysis techniques used – Benchmarking of best practices Remedies – Use the simplest tools – Alternative solutions seriously explored – Remedies consistent with analysis – Implementation plans thorough and well defined Results – Verified improvements measured – Customer satisfaction results evident Institutionalization – Improvements sustainable and permanent 23 The Problem Solving Analysis Tools R a d a r C h a r t123456Pa r e to D i a g r a m01020304050B C A DC a t e g o r i e sNo. of Occurences0 . 0 %2 0 . 0 %4 0 . 0 %6 0 . 0 %8 0 . 0 %1 0 0 . 0 %T O T A L C u m P e r c e n tL i n e c h a r t0102030405060701 2 3 4 5 6Q u a n ti ty24 A B C D TO TA L1 //// 42 ///// ///// 10345 // ///// // 96 /// 37 ///// 58 ///// //// 9TO TA L 7 17 11 5 40To analyze the situation and look at important questions. Uses : ? To grasp the past and present situation ? To stratify ? To grasp the changes through time ? To confirm the standard 25 From the tally sheets, identify the few main problems to tackle. Uses : ? To grasp the problem better ? To grasp the past and present situation of the problem ? To stratify ? To confirm the improvement results Pa r e to D i a g r a m01020304050B C A DC a t e g o r i e sNo. of Occurences0 . 0 %2 0 . 0 %4 0 . 0 %6 0 . 0 %8 0 . 0 %1 0 0 . 0 %T O T A L C u m P e r c e n tCummulative Percent 26 The 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 real causes Uses : ?To grasp the causal relationship between cause and effect ?To stratify ?To analyze the possible causes Effect A B C D 27 BPI Project Example Analyze: Root Cause and Proposed Solutions Bad Weather L H H Holidays (Public amp。 Customer) L L L Strikes L H H Viruses L H H Customs Delays (exams) L H H EMF 2 amp。 3) L H H Inaccurate Customer order statusing Shipping misroute M M H Truck departure policy MAN MACHINE MOTHER NATURE Lack of Training (Sales force, Drivers etc.) H 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 Addre