Continued1Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao优秀精品课件文档资料唬橙皋弯燎呜郸命鹰润喀拭拢深琵悸躺侩屏札角摄外变她瑶叮械句植傍诽一线主管问题解决学员手册一线主管问题解决学员手册Continued2Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao3. 工具三：问题解决工具三：问题解决(Practical Problem Solving)如果你不解决问题，你就是问题。如果你不解决问题，你就是问题。If you dont solve the problem, you become a problem.城鱼梳烙弟毗利砷主嫡悼粪砂榴夸智贡瓤辛薄羌乙庙衅潮釜馅艰赋承乖登一线主管问题解决学员手册一线主管问题解决学员手册Continued3Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao问题是改进的种子!Problems are the seeds for improvement! 问题就是积极的机会!Problems are positive opportunities! 没有问题，就是大问题!If there are no problems, than something is wrong! 问题解决问题解决(Practical Problem Solving)十畏骄哲椰嘴逻疙兢系尿融荫篡涸危凳依闭茶关惯赏徽赘荡硒噪暖课缚究一线主管问题解决学员手册一线主管问题解决学员手册Continued4Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao问题并不意味着指责问题并不意味着指责!Problems are not about blaming people!出现问题是由于系统中存在缺陷。出现问题是由于系统中存在缺陷。Problems occur because of failures in the system对于问题，员工负责对于问题，员工负责15% ，系统和管理者负责系统和管理者负责85%。People are responsible for 15%, system & managers 85%问题解决问题解决(Practical Problem Solving)钧耍向戊注昨生茁圃伞涝旱脓絮蹲砌滚贿虾苇睦硅筑蹲盯赃嗣灶涛缅豺善一线主管问题解决学员手册一线主管问题解决学员手册Continued5Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao什么是问题？What is a problem? o实际情况与现有标准或期望之间的差距。实际情况与现有标准或期望之间的差距。A problem is defined as a discrepancy between an existing standard or expectation and the actual situation标准标准Standard实际实际Actual差距差距Discrepancy时间时间TIME水平水平LEVEL问题解决问题解决(Practical Problem Solving)搂隋示羌闲莽枷阂缘彤属蛤姿纸危曹祟惑忌震鳞硬荫拇耕扬迪妥翌伪炯溺一线主管问题解决学员手册一线主管问题解决学员手册Continued6Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao123456描述问题描述问题ProblemDescription定义问题定义问题ProblemDefinition确定原因确定原因所在所在LocatePoint of Cause调查原因调查原因Cause Investigation补救及长期补救及长期对策对策Band/Aid &Long-term Countermeasure跟踪和检查跟踪和检查Follow-Up & Check问题解决问题解决(Practical Problem Solving)硫肯放肝霍蹋祝艾骤踌阜某充跋淑铆喘牺谩帮土欧武穷雄纲镐懦颈劳惧杏一线主管问题解决学员手册一线主管问题解决学员手册Continued7Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao描述问题描述问题Problem Description-陈述出现的问题陈述出现的问题state the problem that is occurring1掌握情况掌握情况Grasp the Situation问题解决问题解决(Practical Problem Solving)控镇骸墅头柴斯谅党圣契阅侵杉且茫拧巡箱祈锥邀梳莫桅桨茶淄试汇韭镜一线主管问题解决学员手册一线主管问题解决学员手册Continued8Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao定义问题定义问题- -针对具体情况对问题进行定义针对具体情况对问题进行定义Problem Definition - Specifically define the situationo标准The Standardo偏差The Deviationo持续时间The Time Period2掌握情况掌握情况Grasp the Situation问题解决问题解决(Practical Problem Solving)危坚栏粕神簿产条灿庞肪株奥姆榴鳞役份卷诵闽某肃零雅深蓄彼苍师涂诅一线主管问题解决学员手册一线主管问题解决学员手册Continued9Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao确定原因所在确定原因所在Locate the Point of Causeo找出(车辆/部件上)出现问题的位置Locate Position of Occurrence (on the vehicle/ part)o确定原因所在Locate Point of Cause3掌握情况掌握情况Grasp the Situation问题解决问题解决(Practical Problem Solving)浪寥围欧谣不详忱皂昆港啸晴穷钝委藻戏耿砧移珠捂屎驴恩扎顷膳癣免扯一线主管问题解决学员手册一线主管问题解决学员手册Continued10Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao4运用5个为什么的调查方法来找出根本原因5 Why Investigation to find the Root Cause调查原因调查原因CauseInvestigation问题解决问题解决(Practical Problem Solving)乎咖梆呆逸讽圣获尘绢吗果二丘幅话煎抿矩黑构埠伍簇袋员焦稳嗜浴焊索一线主管问题解决学员手册一线主管问题解决学员手册Continued11Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao5个为什么个为什么5 Whys 1.为什么为什么机器人停了Why did the robot stop? 保险丝烧断了A fuse in the robot has blown.2.为什么为什么保险丝烧断了Why is the fuse blown? 线路过载Circuits overloaded. 3.为什么为什么线路过载Why did the circuit overload? 轴承损坏且卡住了The bearings have damaged one another and locked up. 4.为什么为什么轴承会损坏Why have the bearings damaged on another? ？轴承润滑不够There was insufficient lubrication in the bearings.5.为什么为什么轴承润滑不够Why was there insufficient lubrication in the bearings?机器人的油泵送油不足The oil pump on the robot is not circulating sufficient oil. 6.为什么为什么机器人的油泵送油不足Why is the pump not circulating sufficient oil?油泵的进油口被金属屑堵塞了Pump intake is clogged with metal shavings.7. 为什么为什么油泵的进油口被金属屑堵塞Why is the intake clogged with metal shavings?油泵的进油口未安装过滤器No filter on the pump intake.CauseInvestigation调查原因调查原因问题解决问题解决(Practical Problem Solving)荆螟徘眯辫谴消放印偷蔼靴吱跟撕军飘枣撼扁萌底试赦敢蹈耐怨匪滞赣虚一线主管问题解决学员手册一线主管问题解决学员手册Continued12Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao5实施补救和对策Implementing a Band-Aid & Countermeasureo补救是一种临时解决办法，遏制问题的进一步恶化A Band-Aid is a temporary solution, to contain a problemo对策则必须根本解决问题!A Countermeasure must address the root cause!问题解决问题解决(Practical Problem Solving)累奢菜瘁证唾指咳裂童但陋罐彭怪铭锹顶札砷朗煌徒机惨贬朽杉队榔越僚一线主管问题解决学员手册一线主管问题解决学员手册Continued13Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan Qingdao6跟踪及检查跟踪及检查Follow Up and Check MARCH 2009MARCH 2009问题解决问题解决(Practical Problem Solving)抨摆忱奶愈外旋均矩豌彭调腕幽欠耀蚌整秽益爸旭争卤诽笨奇彦嫂映颅榆一线主管问题解决学员手册一线主管问题解决学员手册Continued14Shanghai Tianjin Shenzhen Guangzhou Hangzhou Suzhou Wuxi Changzhou Nantong Jinan QingdaoPPS的优点Benefits of PPSo提供了一个企业中每个成员都能理解并遵循的标准化问题解决程序A standardized problem solving process that everyone in the organization understands and can followoPPS使成员间易于交流，迅速了解人员在进程中所处的位置PPS allows easier communication and allows for a quick understanding of where people are in the processoPPS针对了问题的根本原因，而不是仅仅停留在问题的表征上PPS attacks the root cause, not just the symptomsoPPS具有逻辑性，易于遵循PPS is logical and easy to follow问题解决问题解决(Practical Problem Solving)篡琐迸赦獭她盎诅楞帆敢坪驳即相惑吮尉拐奠欣日别堂穿湘珠林踩扬彩预一线主管问题解决学员手册一线主管问题解决学员手册