一线主管-问题解决-学员手册

Continued1Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao3.工具三：问题解决(PracticalProblemSolving)如果你不解决问题，你就是问题。Ifyoudon’tsolvetheproblem,youbecomeaproblem.Continued2Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao问题是改进的种子!Problemsaretheseedsforimprovement!问题就是积极的机会!Problemsarepositiveopportunities!没有问题，就是大问题!Iftherearenoproblems,thansomethingiswrong!问题解决(PracticalProblemSolving)Continued3Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao问题并不意味着指责!Problemsarenotaboutblamingpeople!出现问题是由于系统中存在缺陷。Problemsoccurbecauseoffailuresinthesystem对于问题，员工负责15%，系统和管理者负责85%。Peopleareresponsiblefor15%,system&managers85%问题解决(PracticalProblemSolving)Continued4Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao什么是问题？Whatisaproblem?o实际情况与现有标准或期望之间的差距。Aproblemisdefinedasadiscrepancybetweenanexistingstandardorexpectationandtheactualsituation标准Standard实际Actual差距Discrepancy时间TIME水平LEVEL问题解决(PracticalProblemSolving)Continued5Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao123456描述问题ProblemDescription定义问题ProblemDefinition确定原因所在LocatePointofCause调查原因CauseInvestigation补救及长期对策Band/Aid&Long-termCountermeasure跟踪和检查Follow-Up&Check问题解决(PracticalProblemSolving)Continued6Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao描述问题ProblemDescription-陈述出现的问题statetheproblemthatisoccurring1掌握情况GrasptheSituation问题解决(PracticalProblemSolving)Continued7Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao定义问题-针对具体情况对问题进行定义ProblemDefinition-Specificallydefinethesituationo标准TheStandardo偏差TheDeviationo持续时间TheTimePeriod2掌握情况GrasptheSituation问题解决(PracticalProblemSolving)Continued8Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao确定原因所在LocatethePointofCauseo找出(车辆/部件上)出现问题的位置LocatePositionofOccurrence(onthevehicle/part)o确定原因所在LocatePointofCause3掌握情况GrasptheSituation问题解决(PracticalProblemSolving)Continued9Shanghai·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5WhyInvestigationtofindtheRootCause调查原因CauseInvestigation问题解决(PracticalProblemSolving)Continued10Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao5个为什么5Whys1.为什么机器人停了Whydidtherobotstop?保险丝烧断了Afuseintherobothasblown.2.为什么保险丝烧断了Whyisthefuseblown?线路过载Circuitsoverloaded.3.为什么线路过载Whydidthecircuitoverload?轴承损坏且卡住了Thebearingshavedamagedoneanotherandlockedup.4.为什么轴承会损坏Whyhavethebearingsdamagedonanother?？轴承润滑不够Therewasinsufficientlubricationinthebearings.5.为什么轴承润滑不够Whywasthereinsufficientlubricationinthebearings?机器人的油泵送油不足Theoilpumpontherobotisnotcirculatingsufficientoil.6.为什么机器人的油泵送油不足Whyisthepumpnotcirculatingsufficientoil?油泵的进油口被金属屑堵塞了Pumpintakeiscloggedwithmetalshavings.7.为什么油泵的进油口被金属屑堵塞Whyistheintakecloggedwithmetalshavings?油泵的进油口未安装过滤器Nofilteronthepumpintake.CauseInvestigation调查原因问题解决(PracticalProblemSolving)Continued11Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao5实施补救和对策ImplementingaBand-Aid&Countermeasureo补救是一种临时解决办法，遏制问题的进一步恶化ABand-Aidisatemporarysolution,tocontainaproblemo对策则必须根本解决问题!ACountermeasuremustaddresstherootcause!问题解决(PracticalProblemSolving)Continued12Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·Qingdao6跟踪及检查FollowUpandCheckMARCH2009问题解决(PracticalProblemSolving)Continued13Shanghai·Tianjin·Shenzhen·Guangzhou·Hangzhou·Suzhou·Wuxi·Changzhou·Nantong·Jinan·QingdaoPPS的优点BenefitsofPPSo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AstandardizedproblemsolvingprocessthateveryoneintheorganizationunderstandsandcanfollowoPPS使成员间易于交流，迅速了解人员在进程中所处的位置PPSallowseasiercommunicationandallowsforaquickunderstandingofwherepeopleareintheprocessoPPS针对了问题的根本原因，而不是仅仅停留在问题的表征上PPSattackstherootcause,notjustthesymptomsoPPS具有逻辑性，易于遵循PPSislogicalandeasytofollow问题解决(PracticalProblemSolving)