問(wèn)題分析與解決

問(wèn)題分析與解決Problem Analysis & Solving
教學(xué)方法Methodology:
多媒體+VCD+互動(dòng)的培訓(xùn)模式，使學(xué)員對(duì)培訓(xùn)內(nèi)容印象深刻Interactive & 2 way
communication;
以學(xué)員為中心，使學(xué)員在輕松活潑的教學(xué)游戲、模擬演練中能力得到提高Participants
focus & simulations;
學(xué)員將練習(xí)討論、發(fā)言、角色扮演;并有機(jī)會(huì)親自體驗(yàn)、演練其所學(xué)的知識(shí)和技能Role
play & exercises。
課程對(duì)象Who Should Attend：中高層管理者Directors & Managers.
課程天數(shù)Course Length:：1-2天days
培訓(xùn)地點(diǎn)Location：根據(jù)客戶要求Customer choice
課程提綱 Course outline：
1. 問(wèn)題分析與解決綜述Overview of PAS Activities
1) 如果你不解決問(wèn)題，你就是問(wèn)題If you don’t solve the problem, you
become a problem.
2) 問(wèn)題是改進(jìn)的種子!Problems are the seeds for improvement!
3) 問(wèn)題就是積極的機(jī)會(huì)!Problems are positive opportunities!
4) 沒(méi)有問(wèn)題，就是大問(wèn)題!If there are no problems, than something is
wrong!
5) 問(wèn)題并不意味著指責(zé)!Problems are not about blaming people!
6) 出現(xiàn)問(wèn)題是由于系統(tǒng)中存在缺陷。Problems occur because of failures in
the system
7) 對(duì)于問(wèn)題，員工負(fù)責(zé)15% ，系統(tǒng)和管理者負(fù)責(zé)85%。People are responsible
for 15%, system & managers 85%
8) 什么是問(wèn)題？What is a problem?
9) 問(wèn)題分析與解決流程Problem solving process
2. 描述問(wèn)題Problem Description
1) 陳述出現(xiàn)的問(wèn)題state the problem that is occurring
2) 掌握情況Grasp the Situation
3. 定義問(wèn)題Problem Definition
1) 定義問(wèn)題-針對(duì)具體情況對(duì)問(wèn)題進(jìn)行定義Problem Definition - Specifically
define the situation
2) 標(biāo)準(zhǔn)The Standard
3) 偏差The Deviation
4) 持續(xù)時(shí)間The Time Period
4. 確定原因所在Locate Point of Cause
1) 找出(部件上)出現(xiàn)問(wèn)題的位置Locate Position of Occurrence (on the part)


2) 觀察與追溯到Observation: Go back to
3) 確定原因所在Locate Point of Cause
5. 調(diào)查原因Cause Investigation
1) 運(yùn)用5個(gè)為什么的調(diào)查方法來(lái)找出根本原因5 Why Investigation to find the
Root Cause
2) 解決現(xiàn)場(chǎng)問(wèn)題的10個(gè)基本意識(shí) 10 tips for problem solving
3) 三現(xiàn)主義(現(xiàn)場(chǎng)中心主義)Go & See at the Gemba
6. 補(bǔ)救及長(zhǎng)期對(duì)策 Band/Aid & Long-term Countermeasure
1) 實(shí)施補(bǔ)救和對(duì)策Implementing a Band-Aid & Countermeasure
2) 補(bǔ)救是一種臨時(shí)解決辦法，遏制問(wèn)題的進(jìn)一步惡化A Band-Aid is a temporary
solution, to contain a problem
3) 對(duì)策則必須根本解決問(wèn)題!A Countermeasure must address the root cause!
7. 跟蹤和檢查Follow-Up & Check
1) RASIC 模型 RASIC Model
2) 時(shí)間與成本Date & cost
8. 魚骨圖因果分析法Fish Bones Analysis
4) 人員Man
5) 機(jī)器設(shè)備Machine
6) 材料Material
7) 方法Method
8) 環(huán)境Environment
9. 問(wèn)題交流與解決報(bào)告Problem Communication &Solving Report
1) 問(wèn)題交流與解決單頁(yè)報(bào)告One-page Report
2) 如何準(zhǔn)備問(wèn)題交流與解決單頁(yè)報(bào)告How to prepare One-page Report
10. 問(wèn)題分析與解決案例分析
1) 女飛行員的絕唱Case Study: the Last Flight of the Lady Pilot
2) 精益辦公室Lean office
11. 問(wèn)題分析與解決案例總結(jié)Summary of PAS
3) 提供了一個(gè)企業(yè)中每個(gè)成員都能理解并遵循的標(biāo)準(zhǔn)化問(wèn)題解決程序 A
standardized problem solving process that everyone in the
organization understands and can follow
4) PAS使成員間易于交流，迅速了解人員在進(jìn)程中所處的位置PAS allows easier
communication and allows for a quick understanding of where people
are in the process
5) PAS針對(duì)了問(wèn)題的根本原因，而不是僅僅停留在問(wèn)題的表征上PAS attacks the
root cause, not just the symptoms
6) PAS具有邏輯性，易于遵循PAS is logical and easy to follow

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