诺基亚解决问题七步法程序 (pdf 66)图文

1©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/NOKIA77-STEPPROBLEMSOLVINGMETHODIdentifyIdentifyProbleProblemmAnalyzeAnalyzeProbleProblemmDeterminDetermineeCausesCausesDevelopDevelopSolutionSolutionssPlanPlanActioActionnImplemeImplementntSolutionSolutionEvaluatEvaluateeOutcomOutcomee112233445566772©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/WhyisSystematicProblemSolvingCriticalforNokia??Nokiagrowthhas“nolimits”“”NokiapersonnelgrowthhasalimitHowtoboostgrowthofproductivity??Worksmarter,notharder!!3©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/WhatisNOKIA7?NOKIA7•Isasystematic7-stepmethodforfinding&implementingsolutionstoproblems..•Aimsateliminatingtherootcauseoftheproblem.•Preventstheproblemre-occuring..•Reduceswastedeffortandmakesteamworkmoreeffective..IdentifyIdentifyProblemProblemAnalyzeAnalyzeProblemProblemDetermineDetermineCausesCausesDevelopDevelopSolutionsSolutionsPlanPlanActionActionImplementImplementSolutionSolutionEvaluateEvaluateOutcomeOutcome112233445566774©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/WhatisaProblem??Thedifferencebetweenadesired,expectedornormalsituationandwhatisactuallyhappeningDesiredCurrentTimePerformanceGAP5©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/ScaleoftheProblemComplexityNOKIA7canbeappliedtobothsimpleandmorecomplexissues(fromofficeprocedurestosoftwaredesigntomanufacturing).()Someproblemscantakedaystosolve,othersmaytakemonths.Theprinciplesremainthesame.Time6©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/NOKIA7StepstoProblemSolving1.Identifyproblembydefiningtheareaforimprovement2.Analyzeproblemsbystudyingthecurrentdata3.Determinerootcause(s)4.Develop(create/select)solutions/5.Planaction6.Implementthesolution7.EvaluateoutcomeIdentifyIdentifyProblemProblemAnalyzeAnalyzeProblemProblemDetermineDetermineCausesCausesDevelopDevelopSolutionsSolutionsPlanPlanActionActionImplementImplementSolutionSolutionEvaluateEvaluateOutcomeOutcome112233445566777©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/StructureoftheStepsKeyActivities•Explainswhatactionsneedtotakeplaceateachstep..CheckQuestion•Byaskingthequestion'how'itenablesyoutocheckyouhavefocusedonthemostcriticalitemsateachstep.“”.Tools•Avarietyofeffectiveteamworkingtoolswhichhelpyouindecision-makingateachstep..•Toolsstampedwiththelabel'BasicTool'arethesimplesttoolstobeusedtogetaroundeachstep“”.BASICTOOL8©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/Step1IdentifyProblem1KeyActivities:•Identifyproblemareas..•Prioritizetheproblems..•Writetheproblemstatement..CheckQuestion•Howhaveyoudefinedthegapbetweentheactualandtarget??Tools•Brainstorming•ParetoImplemeImplemeSolSolIdentifyIdentifyProblemProblemAnalyzeAnalyzeProblemProblemDeterminDetermineeCausesCausesDevelopDevelopSolutionSolutionssPlanPlanActionActionnnttutionutionEvaluateEvaluateOutcomOutcomee112233445566779©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/ProblemStatement•Describestheproblem..•Statesthegapbetweenwhatisandwhatshouldbe,i.e.“current”and“desired”.“”“”.•Identifiestheproblem,notthecauseorimpliedsolution.•Usesexacttermsandincludesquantities:howoften,howmuch,whenetc..:.•Isnotaquestion..•Tellsyouwhytheproblemisimportant..ÐKeeptheproblemstatementsimple,justasinglesentence.,.10©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/Currentsituation:Shipmentsarearrivingtocustomerstoolateandattoohighacost.Desiredsituation:Promptcustomerdeliveryatminimalcost.Operativeterm:Operationaldefinition:PromptCustomerDeliveryMinimalCostWithin2daysregardlessofdestinationorsizeoforder/shipment2Usersofourelectronicproducts;salescentersMail,expressdelivery,orspecialdeliverydependingoncustomerlocaleordeliverydestinationNottoexceed3%ofsalespriceperunit3UnitcostinlocalcurrencypershipmentWritingaProblemStatement(1/2)11©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/CurrentSituation:Electronicproductshipmentsarebeingdeliveredtocustomersinanaverageof14daystimeandatanaveragecostof13%ofthesalesunitprice.1413.DesiredSituation:Promptdeliveryofwithin2days,atapricenottoexceed3%oftheunitsalesprice.23%.ProblemStatement:Productdeliveriestake14daysinsteadof2days,andthecostis13%ofsalesunitpricewhereasitshouldbemax3%.142,3%13%.Action:Improveproductshipmentperformancefromnow14daystounder2days,whilereducingthetotalcostpershipmentfromnow13%tonomorethan3%oftheunitsalesprice,withinthenext30days.30142133WritingaProblemStatement(2/2)12©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/BASICTOOLBrainstormingStructuredEverybodyspeaksinturn.Onlyoneideaattime.Waitforyourturn.Youcanmissyourturnifyouwish.,UnstructuredEverybodycontributes.Allideasrecorded-Flipchart-PostItNotesBothExplain,butdon’tdiscuss.,.Donotcriticizetheideasofothers..Gatherasmanyideasaspossible..Improveuponother’sideas..Encouragewildideas..13©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/ParetoChartDESCRIPTION:Paretohelpstoprioritizeproblems.:IdentifiedProblems02040608010001002003004005006007008009001000ProblemCCProblemBBProblemAAProblemEEProblemDDCosts%Costs(Cumulative)%()BASICTOOL14©NOKIACOMPANYCONFIDENTIALNOKIA7/Version5.02001/Example:ParetoPrinciple:SalesReven