問題分析與解決

問題分析與解決Problem Analysis & Solving
教學方法Methodology:
多媒體+VCD+互動的培訓模式，使學員對培訓內(nèi)容印象深刻Interactive & 2 way
communication;
以學員為中心，使學員在輕松活潑的教學游戲、模擬演練中能力得到提高Participants
focus & simulations;
學員將練習討論、發(fā)言、角色扮演;并有機會親自體驗、演練其所學的知識和技能Role
play & exercises。
課程對象Who Should Attend：中高層管理者Directors & Managers.
課程天數(shù)Course Length:：1-2天days
培訓地點Location：根據(jù)客戶要求Customer choice
課程提綱 Course outline：
1. 問題分析與解決綜述Overview of PAS Activities
1) 如果你不解決問題，你就是問題If you don’t solve the problem, you
become a problem.
2) 問題是改進的種子!Problems are the seeds for improvement!
3) 問題就是積極的機會!Problems are positive opportunities!
4) 沒有問題，就是大問題!If there are no problems, than something is
wrong!
5) 問題并不意味著指責!Problems are not about blaming people!
6) 出現(xiàn)問題是由于系統(tǒng)中存在缺陷。Problems occur because of failures in
the system
7) 對于問題，員工負責15% ，系統(tǒng)和管理者負責85%。People are responsible
for 15%, system & managers 85%
8) 什么是問題？What is a problem?
9) 問題分析與解決流程Problem solving process
2. 描述問題Problem Description
1) 陳述出現(xiàn)的問題state the problem that is occurring
2) 掌握情況Grasp the Situation
3. 定義問題Problem Definition
1) 定義問題-針對具體情況對問題進行定義Problem Definition - Specifically
define the situation
2) 標準The Standard
3) 偏差The Deviation
4) 持續(xù)時間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) 運用5個為什么的調(diào)查方法來找出根本原因5 Why Investigation to find the
Root Cause
2) 解決現(xiàn)場問題的10個基本意識 10 tips for problem solving
3) 三現(xiàn)主義(現(xiàn)場中心主義)Go & See at the Gemba
6. 補救及長期對策 Band/Aid & Long-term Countermeasure
1) 實施補救和對策Implementing a Band-Aid & Countermeasure
2) 補救是一種臨時解決辦法，遏制問題的進一步惡化A Band-Aid is a temporary
solution, to contain a problem
3) 對策則必須根本解決問題!A Countermeasure must address the root cause!
7. 跟蹤和檢查Follow-Up & Check
1) RASIC 模型 RASIC Model
2) 時間與成本Date & cost
8. 魚骨圖因果分析法Fish Bones Analysis
4) 人員Man
5) 機器設(shè)備Machine
6) 材料Material
7) 方法Method
8) 環(huán)境Environment
9. 問題交流與解決報告Problem Communication &Solving Report
1) 問題交流與解決單頁報告One-page Report
2) 如何準備問題交流與解決單頁報告How to prepare One-page Report
10. 問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. 問題分析與解決案例總結(jié)Summary of PAS
3) 提供了一個企業(yè)中每個成員都能理解并遵循的標準化問題解決程序 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針對了問題的根本原因，而不是僅僅停留在問題的表征上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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