一線主管-問題解決-學(xué)員手冊課件

3.工具三：問題解決(PracticalProblemSolving)如果你不解決問題，你就是問題。Ifyoudon’tsolvetheproblem,youbecomeaproblem.3.工具三：問題解決(PracticalProblem問題是改進的種子!Problemsaretheseedsforimprovement!問題就是積極的機會!Problemsarepositiveopportunities!沒有問題，就是大問題!Iftherearenoproblems,thansomethingiswrong!問題解決(PracticalProblemSolving)問題是改進的種子!Problemsaretheseed問題并不意味著指責!Problemsarenotabout

blamingpeople!出現(xiàn)問題是由于系統(tǒng)中存在缺陷。Problemsoccurbecauseoffailuresinthesystem對于問題，員工負責15%，系統(tǒng)和管理者負責85%。Peopleareresponsiblefor15%,system&managers85%問題解決(PracticalProblemSolving)問題并不意味著指責!Problemsarenotabo什么是問題？Whatisaproblem?實際情況與現(xiàn)有標準或期望之間的差距。Aproblemisdefinedasadiscrepancybetweenanexistingstandardorexpectationandtheactualsituation標準Standard實際Actual差距Discrepancy時間TIME水平LEVEL問題解決(PracticalProblemSolving)什么是問題？Whatisaproblem?標準實際差123456描述問題ProblemDescription定義問題ProblemDefinition確定原因所在LocatePointofCause調(diào)查原因CauseInvestigation補救及長期對策Band/Aid&Long-termCountermeasure跟蹤和檢查Follow-Up&Check問題解決(PracticalProblemSolving)123456描述問題定義問題確定原因所在調(diào)查原因Cause描述問題ProblemDescription-陳述出現(xiàn)的問題statetheproblemthatisoccurring1掌握情況GrasptheSituation問題解決(PracticalProblemSolving)描述問題ProblemDescription1掌握情況問題定義問題-針對具體情況對問題進行定義ProblemDefinition-Specificallydefinethesituation標準TheStandard偏差TheDeviation持續(xù)時間TheTimePeriod2掌握情況GrasptheSituation問題解決(PracticalProblemSolving)定義問題-針對具體情況對問題進行定義ProblemDefi確定原因所在LocatethePointofCause找出(車輛/部件上)出現(xiàn)問題的位置LocatePositionofOccurrence(onthevehicle/part)確定原因所在LocatePointofCause3掌握情況GrasptheSituation問題解決(PracticalProblemSolving)確定原因所在LocatethePointofCaus4運用5個為什么的調(diào)查方法來找出根本原因5WhyInvestigationtofindtheRootCause調(diào)查原因CauseInvestigation問題解決(PracticalProblemSolving)4運用5個為什么的調(diào)查方法來找出根本原因調(diào)查原因問題解決(P5個為什么5Whys1.為什么機器人停了Whydidtherobotstop? 保險絲燒斷了Afuseintherobothasblown.2.為什么保險絲燒斷了Whyisthefuseblown? 線路過載Circuitsoverloaded.3.為什么線路過載Whydidthecircuitoverload? 軸承損壞且卡住了Thebearingshavedamagedoneanotherandlockedup.

4.為什么軸承會損壞Whyhavethebearingsdamagedonanother?？ 軸承潤滑不夠Therewasinsufficientlubricationinthebearings.5.為什么軸承潤滑不夠Whywasthereinsufficientlubricationinthebearings? 機器人的油泵送油不足Theoilpumpontherobotisnotcirculatingsufficientoil.

6.為什么機器人的油泵送油不足Whyisthepumpnotcirculatingsufficientoil? 油泵的進油口被金屬屑堵塞了Pumpintakeiscloggedwithmetalshavings.7.

為什么油泵的進油口被金屬屑堵塞Whyistheintakecloggedwithmetalshavings? 油泵的進油口未安裝過濾器Nofilteronthepumpintake.CauseInvestigation調(diào)查原因問題解決(PracticalProblemSolving)5個為什么5Whys1.為什么機器人停了Whydid5實施補救和對策ImplementingaBand-Aid&Countermeasure補救是一種臨時解決辦法，遏制問題的進一步惡化ABand-Aidisatemporarysolution,tocontainaproblem對策則必須根本解決問題!ACountermeasuremustaddresstherootcause!問題解決(PracticalProblemSolving)5實施補救和對策ImplementingaBand-Ai6跟蹤及檢查FollowUpandCheckMARCH2009問題解決(PracticalProblemSolving)6跟蹤及檢查FollowUpandCheckMARCPPS的優(yōu)點BenefitsofPPS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AstandardizedproblemsolvingprocessthateveryoneintheorganizationunderstandsandcanfollowPPS使成員間易于交流，迅速了解人員在進程中所處的位置PPSallowseasiercommunicationandallowsforaquickunderstandingofwherepeopleareintheprocessPPS針對了問題的根本原因，而不是僅僅停留在問題的表征上PPSattackstherootcause,notjustthesymptomsPPS具有邏輯性，易于遵循PPSislogicalandeasytofollow問題解決(PracticalProblemSolving)PPS的優(yōu)點BenefitsofPPS問題解決(Prac3.工具三：問題解決(PracticalProblemSolving)如果你不解決問題，你就是問題。Ifyoudon’tsolvetheproblem,youbecomeaproblem.3.工具三：問題解決(PracticalProblem問題是改進的種子!Problemsaretheseedsforimprovement!問題就是積極的機會!Problemsarepositiveopportunities!沒有問題，就是大問題!Iftherearenoproblems,thansomethingiswrong!問題解決(PracticalProblemSolving)問題是改進的種子!Problemsaretheseed問題并不意味著指責!Problemsarenotabout

blamingpeople!出現(xiàn)問題是由于系統(tǒng)中存在缺陷。Problemsoccurbecauseoffailuresinthesystem對于問題，員工負責15%，系統(tǒng)和管理者負責85%。Peopleareresponsiblefor15%,system&managers85%問題解決(PracticalProblemSolving)問題并不意味著指責!Problemsarenotabo什么是問題？Whatisaproblem?實際情況與現(xiàn)有標準或期望之間的差距。Aproblemisdefinedasadiscrepancybetweenanexistingstandardorexpectationandtheactualsituation標準Standard實際Actual差距Discrepancy時間TIME水平LEVEL問題解決(PracticalProblemSolving)什么是問題？Whatisaproblem?標準實際差123456描述問題ProblemDescription定義問題ProblemDefinition確定原因所在LocatePointofCause調(diào)查原因CauseInvestigation補救及長期對策Band/Aid&Long-termCountermeasure跟蹤和檢查Follow-Up&Check問題解決(PracticalProblemSolving)123456描述問題定義問題確定原因所在調(diào)查原因Cause描述問題ProblemDescription-陳述出現(xiàn)的問題statetheproblemthatisoccurring1掌握情況GrasptheSituation問題解決(PracticalProblemSolving)描述問題ProblemDescription1掌握情況問題定義問題-針對具體情況對問題進行定義ProblemDefinition-Specificallydefinethesituation標準TheStandard偏差TheDeviation持續(xù)時間TheTimePeriod2掌握情況GrasptheSituation問題解決(PracticalProblemSolving)定義問題-針對具體情況對問題進行定義ProblemDefi確定原因所在LocatethePointofCause找出(車輛/部件上)出現(xiàn)問題的位置LocatePositionofOccurrence(onthevehicle/part)確定原因所在LocatePointofCause3掌握情況GrasptheSituation問題解決(PracticalProblemSolving)確定原因所在LocatethePointofCaus4運用5個為什么的調(diào)查方法來找出根本原因5WhyInvestigationtofindtheRootCause調(diào)查原因CauseInvestigation問題解決(PracticalProblemSolving)4運用5個為什么的調(diào)查方法來找出根本原因調(diào)查原因問題解決(P5個為什么5Whys1.為什么機器人停了Whydidtherobotstop? 保險絲燒斷了Afuseintherobothasblown.2.為什么保險絲燒斷了Whyisthefuseblown? 線路過載Circuitsoverloaded.3.為什么線路過載Whydidthecircuitoverload? 軸承損壞且卡住了Thebearingshavedamagedoneanotherandlockedup.

4.為什么軸承會損壞Whyhavethebearingsdamagedonanother?？ 軸承潤滑不夠Therewasinsufficientlubricationinthebearings.5.為什么軸承潤滑不夠Whywasthereinsufficientlubricationinthebearings? 機器人的油泵送油不足Theoilpumpontherobotisnotcirculatingsufficientoil.

6.為什么機器人的油泵送油不足Whyisthepumpnotcirculatingsufficientoil? 油泵的進油口被金屬屑堵塞了Pumpintakeiscloggedwithmetalshavings.7.

為什么油泵的進油口被金屬屑堵塞Whyistheintakecloggedwithmetalshavings? 油泵的進油口未安裝過濾器Nofilteronthepumpintake.CauseInvestigation調(diào)查原因問題解決(PracticalProblemSolving)5個為什么5Whys1.為什么機器人停了Whydid5實施補救和對策ImplementingaBand-Aid&Countermeasure補救是一種臨時解決辦法，遏制問題的進一步惡化ABand-Aidisatemporaryso