DELL问题解决培训讲义资料课件

1ProblemSolving

KeytoContinuousImprovement

Workshop

吼洱梧告涯战神捂懦摆慧枕硝奸深肤枷晋赢钳州残蕉泄仆行吾管粤阁臼础DELL问题解决培训讲义DELL问题解决培训讲义1ProblemSolving

KeytoConti12SixStepsProblemSolvingProcessIdentifyconcernsAnalyzetheproblem(facts)EvaluateAlternativesProposeandImplementSolutionAnalyzetheOutcomeImprovetheProcess伐庄捻哑瑞绍迫迷长腐搬蹿衡痹珍弦纽交馆玩扇遇辟蚕肄峡果滋漳灶霞迈DELL问题解决培训讲义DELL问题解决培训讲义2SixStepsProblemSolvingPro23TheSixStepProblemSolvingProcessModel

VVVVVV1.IdentifyConcernsandproblem4.ProposeandImplementtheSolution2.AnalyzetheProblem6.ImprovetheProcess5.AnalyzetheOutcome3.EvaluatetheAlternatives搏葱吵妓继呢洗妻捎思账贾拆攫亡至筑养弥类娇伴燎虽蟹父券众杏粮淹唐DELL问题解决培训讲义DELL问题解决培训讲义3TheSixStepProblemSolving34SixStepsProblemSolvingProcessStep1.IdentifyConcerns(Howurgentorimportantisthis?)IdentifyingthegapSmokeouttheissuestotheteamororganizationUseanalysisreportssuchaschecksheets,ParetochartsUsequestionstoprobeforunderstandingofrealissueswhichrequirefurtherinvestigationListareasofconcernandtheconsequencesofnottakingactioneg.Defects,tardiness,attitudeProceedtoidentifyconcernsKeepaskingtosurfacetherealissuesTeamtogetagreementonareaofmutualconcern谋入据鼎础众劣缔弟毕蹄挽狈贷蛋羊溶汗硝景钞蒂妨坊狸吹赖遂另维糯喳DELL问题解决培训讲义DELL问题解决培训讲义4SixStepsProblemSolvingPro45SixStepsProblemSolvingProcessStep1.IdentifyConcerns(Howurgentorimportantisthis?)IdentifyingthegapSomethingiswrongandneedstobecorrectedSomethingisthreateningandneedstobepreventedSomethingismissingandneedstobeprovidedSmokeouttheissuestotheteamororganizationUseanalysisreportssuchaschecksheets,ParetochartsUsequestionstoprobeforunderstandingofrealissueswhichrequirefurtherinvestigationHowyourteamproceedsListAreasofConcerneg.STT,Defects,UMHQuestionstoask:Whyisasolutionnecessary?Consequencesifnothingisdone?Whatis(orisnot)theproblem?KeepaskingtosurfacetherealissuesWhatis/shouldbehappening?DeterminetheappropriategapProceedtoidentifyconcernsUseformatstohelpgetteamagreementonareaofmutualconcern藩阻候曳后勒黔柔诧坡糙疗仗腰捣审拱廓灸坝择沼犀附抚测手又守异滨长DELL问题解决培训讲义DELL问题解决培训讲义5SixStepsProblemSolvingPro56SixStepsProblemSolvingProcessStep2. AnalyzetheProblemInvestigateinDetail(gatherandevaluatethefacts)WriteastatementthatidentifiestherootproblemUseappropriatetoolsandtechniquesChecksheets,reports,observationsBrainstorming(AlexF.Osborne,AppliedImagination,1957)ForceFieldAnalysis(KurtLewin,FieldTheoryinSocialResearch,1955)CauseandEffectDiagramorFishBoneDiagramEnsureactiveparticipationBuildconsensusProceedtoanalyzetheproblemTeamagreementthatareaofmutualconcernhasbeensufficientlyanalyzedAllowforconstructivecriticismandconcernstobeshared河角绦结癣脸术软挂唯辐惯厚凌某谩析还享氢湍臆粹予抓蒲耽铱监雕仓钝DELL问题解决培训讲义DELL问题解决培训讲义6SixStepsProblemSolvingPro67SixStepsProblemSolvingProcessStep2. AnalyzetheProblemInvestigateinDetail(evaluatethefacts)Obtainvalidinformationabout“whatis”WriteastatementthatidentifiestherootproblemUseappropriatetoolsandtechniquesChecksheets,reports,observationsBrainstorming(AlexF.Osborne,AppliedImagination,1957)ForceFieldAnalysis(KurtLewin,FieldTheoryinSocialResearch,1955)CauseandEffectDiagramorFishBoneDiagramHowyourteamproceedsEveryoneparticipatesactivelyBuildconsensusProceedtoanalyzetheproblemUseformatstohelpgetteamagreementthatareaofmutualconcernhasbeensufficientlyanalyzed氖凌攘吧乍届藏胖轴翁升溢阐斋随砂父瘁涵遁碍千甩讳嫡优秀仔柒剔况纬DELL问题解决培训讲义DELL问题解决培训讲义7SixStepsProblemSolvingPro78TheEffect(resultswhichisinfluencedbythemainfactorsorCauses)areplacedinafishbonediagram.UsingthisdiagramwillhelptoidentifytherealcausesUses:TograspthecausalrelationshipbetweencauseandeffectTostratifyToanalyzethepossiblecausesEffectABCDMaterialsManMethodsMachinesCausesCauseandEffectDiagram帘庆埋硷努列侩猖硕转逊鞠贺粗老宫颗上峦夯功亦何甸蠕直暂匠歇朋顽溃DELL问题解决培训讲义DELL问题解决培训讲义8TheEffect(resultswhichis89TheForceFieldAnalysisToolListDrivingforces–thatdrivingyoutowardsaneededchangeListRestrainingforces–thosethatarecausingyounottochange涌础吨糯帚谊苦搁吕浙浓锋鄙寺漳判暑喧经圈疯返现挟娱狼锈撵蹬皱颖回DELL问题解决培训讲义DELL问题解决培训讲义9TheForceFieldAnalysisTool910StepsOneandTwo

AnalysisSummaryKeythingsthattheteamshouldhave:Lookedforpatternsortrendsduringtheanalysis.RecurringthemespointtowardadefinitionDefinebarriers,asnecessary.AcleardefinitionofthesebarriersisnecessarywhenpreparinganactionplanUsedbrainstormingtechniquestoopenupdiscussionAllideasareacceptableGetasmanyaspossibleInvolvementleadstoownershipandcommitment睹嫡雍揽挑蔫狱滞扔冒脂塌肌悬扼盯觅比凉嘿京索舵寨料绰双丧时贵律娥DELL问题解决培训讲义DELL问题解决培训讲义10StepsOneandTwo

AnalysisS1011Step3.Evaluatealternatives(mostcriticalstep)TestyourproblemanalysisEstablishprioritiesandSetcriteriainanefforttoestablishagoal(refernextslide)Enablesawiderperspectiveofpossiblesolutionswhichtendtobemoremutuallyacceptablebyteam.ThisinturnleadstohighercommitmentbythegroupSixStepsProblemSolvingProcess萄缓杂甭呼向灵献尺培戊矫筑凸芭而责高罗辊妈踌艰弱哭详酉出扶击详襟DELL问题解决培训讲义DELL问题解决培训讲义11Step3.Evaluatealternativ1112Evaluatealternatives(continued)AlternativetestingprocedureTakesintoaccount3factfindingandjudgmentproceduresEstablishteampriorities(assignpointvalues)ListAbsoluteRequirementseg.Goaltobemetin6weeksequals10pointsListDesirableObjectiveseg.MinimumImprovementof8%equalsto10pointsEvaluatealternativeseg.ReplacewithnewunitReturncashtocustomerRepairandreturnlaterSetyourcriteriaWhatdoyouwanttoachievebyanysolutionyoumake?Whatdoyouwanttopreservebyanysolutionyoumake?Whatdoyouwanttoavoidbyanysolutionyoumake?SixStepsProblemSolvingProcess万肇片慈凛羹桃泊筐颐敲踩位谜窘催恋菜肖交拍椒花忿药砒渣幻幸谢烧箔DELL问题解决培训讲义DELL问题解决培训讲义12Evaluatealternatives(conti1213StepThree–EvaluateAlternativesTool1.EstablishprioritiesListabsoluterequirements(pointsvalue)Pts ReqmtM N O10 <6wks <$3008 >6-7 >$300-$4006 >7-8 >$400-$500 4 >8-9 >$500-$6002 >9 >$600ListDesirableObjectives(pointsvalue)Pts Reqmtxy z10 >0.508 >0.406 >0.304 >0.202 >0.10ExampleofRequirementsM=timeframetocompleteN=costofimplementationExampleofRequirementsx=UMHForAlternative1,旁菩沦懒淖械绊掂愁坦伪嗡浙苫弗升即体尼腹顺览掸浸慨奉异韭汐歧肢低DELL问题解决培训讲义DELL问题解决培训讲义13StepThree–EvaluateAltern1314StepThree–EvaluateAlternativesTool2.EstablishPriorities-EvaluateAlternativesAlternative1:Alternative3:Alternative2:AbsoluteRequirementsPtvalue 8 6 66Reqmt M N MNDesirableObjectivesPtvalue 10 6Objective x xPt.TotalPt.TotalPt.TotalPt.TotalPt.Total10Pt.Total1424pts18pts126震皂慈肚人钦稳简据驭翼葱蚜掌此贾缠拷兑愈祖盖疙悄秀拷辅拳唐骤瞄话DELL问题解决培训讲义DELL问题解决培训讲义14StepThree–EvaluateAltern1415StepThree–EvaluateAlternativesToolCriteriaofthisAlternativeSetyourcriteria1.Doesthisalternativeexpressyourdesiredachievement? _________________________________________________________________________________________________________________________________________________________2.Doesthisalternativeexpresswhatyouneedtopreserve? _________________________________________________________________________________________________________________________________________________________3.Doesthisalternativeexpresswhatyouneedtoavoid? _________________________________________________________________________________________________________________________________________________________怠娘雹田晰厂蠕唬卧乔猖君脊晴片麓盲旱艰诫滓鸥滓摹殆傍敷疮裳拈龙惠DELL问题解决培训讲义DELL问题解决培训讲义15StepThree–EvaluateAltern1516SixStepProblemSolvingProcessStep4.ProposeandImplementtheSolutionDevelopaplanofactionSpecifystepstobecompletedDetermineresourcesneededtoimplementplanGroupmemberresponsibilitiestobeagreeduponDeterminetimelineofeventsProvideforemergenciesand/orcontingenciesDetermineexpectedimpactandactualimpactPlanforassessmentofyourproposedplan皿谱璃獭胳姥莲卒椭哨从臂斋脐怪兢忽潍佐痞浮兔仑逃砰彬歼批漾闪鸣诬DELL问题解决培训讲义DELL问题解决培训讲义16SixStepProblemSolvingPro1617StepFour–SolutionCreationToolSuggestedSolutionsDoesitmeetNeedforchange?How/why?Isitworkable?How?Anydisadvantages?Decideduponsolution:屡褂襟戊白揩羞读坤禾盼藤款氦坏苹供鸳颈份锥益喝挡辖仗私贷塑堆孺年DELL问题解决培训讲义DELL问题解决培训讲义17StepFour–SolutionCreatio1718StepFour–ActionPlanningToolStepstobecompletedChronologicalorderNeededResourcesWhoseresponsibility?BegindateandcompletiondateExpectedImpactActualImpactPossibleemergenciesPlantoassessActionPlanresults:(listtoolsusedegParetocharts,trendchartsetc)矮忆瞳椎掩陆塞禁栓湖华区柞夸班惫通摊派吝笺颧鸯姐疾延眯镊涅屉毯赴DELL问题解决培训讲义DELL问题解决培训讲义18StepFour–ActionPlanning1819SixStepProblemSolvingProcessStep5.AnalyzetheOutcomeFollowthroughiscriticalAnalysisfollowthroughValidatetheentireprocessDisseminationandanalysisofimprovementresultsDeterminationofnewproblemsthatsurfacedRevisittheprocessasnecessaryProblemRecurrencePreventioninterventionInstitutionalization浅圃贡拦韶酥靡巢揉里盐隙旗哨剔芝乃幂闺卢巫贼轩窿乙钉涯吉览兹澎讫DELL问题解决培训讲义DELL问题解决培训讲义19SixStepProblemSolvingPro1920StepFive–AnalyzetheOutcomeToolDetaillevelofimprovement(ornon-improvement)Canimprovementprocessbeinstitutionalizedoractionplanningstagetoberevisited?Listobservations.Doreportsrevealanypossibilityofproblemreappearing?Detailactionplantoseethisdoesnothappen.绍菠笔诸讣埠酋累据伪闽翻蹬滚孝躯镑翰忧智橇言讥难月初蹦腻柳赞弗俺DELL问题解决培训讲义DELL问题解决培训讲义20StepFive–AnalyzetheOutc2021SixStepProblemSolvingProcessStep6.ImprovetheProcessContinuetheimprovementLinktoStep1–IdentifyConcern(initiatestheprocessagain)Step6alsoverifiesyourcommitmenttocontinuousimprovementEvaluatewhatyoudoonadailybasisRethinkandchangethewayyoudothingsEliminatenon-valueaddedactivitiesAcceptresponsibilityandownershipforproblemsforwhichyouarepartofthesolutionProblemSolvingisanongoingprocess酞惯啥旺寺黔齿楔愉咨蔗暂酪往慕芬杰训像裔拳糕厦呻搭蜗仓海焚公渺聊DELL问题解决培训讲义DELL问题解决培训讲义21SixStepProblemSolvingPro2122SixStepsProblemSolvingProcess

ImportantConsiderationsProjectselectionProjectclearlydefinedCustomerorientedBusinessImpactAnalysistechniqueThoroughandappropriateanalysistechniquesusedBenchmarkingofbestpracticesRemediesUsethesimplesttoolsAlternativesolutionsseriouslyexploredRemediesconsistentwithanalysisImplementationplansthoroughandwelldefinedResultsVerifiedimprovementsmeasuredCustomersatisfactionresultsevidentInstitutionalizationImprovementssustainableandpermanent锭惺匈唬鸭鸯碌姚愈厌陪妈宽背辱胳孙陪瞥孜喷书趟汽筒褂珠阉趣昌譬扩DELL问题解决培训讲义DELL问题解决培训讲义22SixStepsProblemSolvingPr2223TheProblemSolvingAnalysisTools偿摧睡绵挚店测摈酣辽倪痒专匆怠账秸枢仅回苏寝搔丽桩涛升粕复守丙披DELL问题解决培训讲义DELL问题解决培训讲义23TheProblemSolvingAnalysis2324Tool1-TallySheetToanalyzethesituationandlookatimportantquestions.Uses:TograspthepastandpresentsituationTostratifyTograspthechangesthroughtimeToconfirmthestandard踞廖泵锹像望潮击舜琵惶忻锥颅横奇摆基撒榆泼岁冠饯藻燥琳索莹藐铀倡DELL问题解决培训讲义DELL问题解决培训讲义24Tool1-TallySheetToanaly2425Tool2-ParetoDiagramFromthetallysheets,identifythefewmainproblemstotackle.Uses:TograsptheproblembetterTograspthepastandpresentsituationoftheproblemTostratifyToconfirmtheimprovementresultsCummulativePercent件胀月奸锦丽韦磁陨敢香妓彰灿扩瞳蛔赂黍嫡镰挠甸叼肢犹拐截讼庞昏径DELL问题解决培训讲义DELL问题解决培训讲义25Tool2-ParetoDiagramFrom2526Tool3-CauseandEffectDiagramTheEffect(resultswhichisinfluencedbythemainfactorsorCauses)areplacedinafishbonediagram.UsingthisdiagramwillhelptoidentifytherealcausesUses:TograspthecausalrelationshipbetweencauseandeffectTostratifyToanalyzethepossiblecausesEffectABCD毒刹乞亭嫁齿歌急傅蔷负忆贵虐截亨匣款蝶哗筐蹲箩盔访涧筏棒流锗贾啼DELL问题解决培训讲义DELL问题解决培训讲义26Tool3-CauseandEffectDi2627BPIProjectExample

Analyze:RootCauseandProposedSolutionsBadWeatherLHHHolidays(Public&Customer)LLLStrikesLHHVirusesLHHCustomsDelays(exams)LHH

EMF2&3difference(Dockdoors,volume,products,Manifest,etc.)MHHProductionbyproduct(notdestination)LHLFuturisticordersSplitshipments(EMF2&3)LHHInaccurateCustomerorderstatusingShippingmis-routeMMHTruckdeparturepolicyMANMACHINEMOTHERNATURELackofTraining(Salesforce,Driversetc.)HMHComplexorderentrysystemsSortingerrorsMMHTheft/MissingLHHDamagedLHHCustomernotthereShortShip(humanerror)LMHAddressesnotinputcorrectlyHMHMATERIALMETHODMEASUREImprovedDeliveryTimeMultipleorderentrysystems2WIPsystems(Tandem&Speedway)MHHBreakinEDIlinkLHHShortShip(systemerror)Addresschange(orderentryandSpeedway)HHM

TechnicalIssues(Truck, Ferry,Plane)LHHCustomsDelays(Documentation)LMHMis-useof reasoncodesLLLInconsistentdatabyCarrierHHLDatalagsrealtime;not‘on-line’A)OccurrenceB)DifficultyofControlC)ImpactHHHHHHHHHHHHHHHHHHHHH可吟肯备瘴章醇赫泌作捍面何康摆雾凳筏淹裴姬碘催席逝枫清虏宅述搭箍DELL问题解决培训讲义DELL问题解决培训讲义27BPIProjectExample

Analyze:2728Tool4-ScatterDiagramUtilizingtwosetsofdatatoplotthemontotheverticalaxisandhorizontalaxis.Fromtheanalysisofthesituation,wecanseethecongenialrelationshipofthedataUses:TograspthepastandpresentsituationTograspthecorrelation...................................YXTostudythecorrelationbetweenXandY态高吹廷不沙搽韶潭栖困溉注炽熊菩秧座芦笔时山彻串莽肤嘿赞与拴储干DELL问题解决培训讲义DELL问题解决培训讲义28Tool4-ScatterDiagramUtil2829Tool5-HistogramDatahasatendencytobecentereduponamaximumoflargenumericalvalue,andfromthereitspreadsout,graduallydecreasing.TheanalysisofthesituationisplacedincolumnarformUses:TograspthepastandpresentsituationTostratifyToidentifytheextentoftheproblemToconfirmtheimprovementresults坍竟休蒂帆锥瘤藉愈瑰拎狗岳尺聋驾殖蛆择金肇摊冗庚满钒贤祝袁疚仆兜DELL问题解决培训讲义DELL问题解决培训讲义29Tool5-HistogramDatahasa2930Tool6-ControlChartsAlinegraphusedtograspthevariationinthedatawhichisenteredthroughplanningthecontrollimitlinesofacentreline,anuppercontrollimitandalowercontrollimit.Uses:TodiscoverthevariablesTograspthecontrolsituationUCLLCL侠欢计肖膳橡吱确椽竿委椅刚彪娘凰佬炯魁师串牌水差默臼衡凛码辩兢烹DELL问题解决培训讲义DELL问题解决培训讲义30Tool6-ControlChartsAlin3031Tool7-GraphUsefulinformationaboutcontrolandimprovementisplottedontodiagramswhicharevisualandeasilycomprehensible.Columngraphs,linegraphs,piecharts,beltcharts,radarchartsandothers.Uses:ToanalyzethecauseTorecordthetimeandcontentsTorecordthetimeandschedulecontrolTograspthelargeandsmallnumbersandtimechangesTotracktrendPieChart沉捞涂循怜聚人笑么慌吗峰蹭匈嘱拴如祭腾潮桓艾巾阿作函委椒垛馈母兑DELL问题解决培训讲义DELL问题解决培训讲义31Tool7-GraphUsefulinforma3132Tool8-RelationsDiagramTosolveproblembyrationallyseeingtherelationshipbetween“Cause–Results”,and“Objective–Measures”,wherecomplicatedcircumstancesareinterwovenintotheproblemUses:TograspthecausalrelationshipbetweencauseandeffectTograsptherelationshipbetweenobjectivesandmeasuresTograsptheproblemareas106478923Cause15ProblemArea鹿绑堤紧传吹薛糠隧三视教困罚俯耍参狮挟已赡陛豹扩集尖沙吟赵篓唤耍DELL问题解决培训讲义DELL问题解决培训讲义32Tool8-RelationsDiagramTo3233TheProblemSolvingTechniqueEnforcedProblemSolving哩德拷猎诈胶免谰施胎淆矿孺倒穗估挞耕芝恕嚏卧屹练诞莱擒顾撕无侗爷DELL问题解决培训讲义DELL问题解决培训讲义33TheProblemSolvingTechniqu3334D/timeEnforcedProblemSolvingConcept“Purposelyseekandexposetheproblemssothattheygetattentiontofixthem”TwoChoicestokeepthesailboatafloatandkeepmovingforward:-A.IncreasewaterlevelorB.LowerthewaterleveltouncovertherocksandbreakthemupRocks=problemsMfgflowInventoryMissingDelaysQualitySetupPoorlayoutRocksintheRiver摇仆锰聚裤饯桂啊荐嫡兢艇翔横护延淤笋柄芜响恤怀葛圭礁苯享合虽粪铰DELL问题解决培训讲义DELL问题解决培训讲义34D/timeEnforcedProblemSolvi34356WWhyWhatWhereWhenWhoWhich2HHowHowmany6Wsand2HsLookatcurrentprocesses,systems,methodsandaskquestions!EnforcedProblemSolving译弟当置锻沃柜呜湃劣藤秘畜且氦芦滤毖沧台宵匙糯乔酮堕闺晒辉泻鞘超DELL问题解决培训讲义DELL问题解决培训讲义356W2H6Wsand2HsLookatc3536ProblemSolvingProcess

KeyComponents

ThinkingProcessQuestioning&Listening-keyskillsTools/techniques斑搓泄披搪五镊操槐邪意俞虚感紊美欲企挫翘拼搀镑湍玫着慎壕先枝保讣DELL问题解决培训讲义DELL问题解决培训讲义36ProblemSolvingProcess

Key3637ProblemSolvingProcessInfoIt’saboutinformationprocessing.Itisaboutgettingtherightinformation!!Enough?Solved?UseTools&TechniquesYesNoNoYesMonitor疑言讲梦橇冗伞属帮坝哩塌坦翅岩涝族柏渤本拖屑钾岁惟贝斑殃汪穴踌师DELL问题解决培训讲义DELL问题解决培训讲义37ProblemSolvingProcessInfo3738ThinkingandActionProcessMakingdecisionandtakingactionarecriticaltolearningandunderstandingtheproblemresolutionInputInformationExperienceJudgmentKnowledge Results Concern ResolvedProcessGatherSortOrganizeAnalyzeConfirmThinking

Action CreativityDecisionMakingSpeedofExecutionQuestioning&ListeningSkills咋黍爪蓄锈喧呵涩墙枣么爬斩也菌各验竞皂镶淮谰音目轰秒遇其睦砧港埋DELL问题解决培训讲义DELL问题解决培训讲义38ThinkingandActionProcessM3839TheHumanSideofProblemSolving

敏聪泵烽亩禄械盲逃辙氯兵皋拓遥棉卧邀危霍腻晦梁越阴厕遂喀也慌融酝DELL问题解决培训讲义DELL问题解决培训讲义39TheHumanSideofProblemSo3940TeamMemberInteractionStyles

ThePowerofGroupDiversityCollaboratorsPeoplewhoseethebigpicture,theultimategoaloftheteamSetstandards/rulesGenerateideasTestideasNegotiatesolutionsCommunicatorsPeoplewhoensureeveryone’sviewsareexpressedandkeepseveryonetalkingEncourageparticipationProvidecompromiseReflectfeelingsSupportothersChallengersPeoplewhoquestiontheleadersandmemberstokeeptheteamontrackProvideideasCriticizeanswersDefendideasContributorsPeoplewhoconcentrateonindividual,task-orientedeffortSynthesizeideasAssessrisksSummarizeprocessstatusProvideexpertise晚殴垦亨氦靛蹬鸣褪忘诛柱蛾簇汪货徐折娃粤膳窟蔬蕴肆拾峪聂邑簇类漳DELL问题解决培训讲义DELL问题解决培训讲义40TeamMemberInteractionStyl4041TheHumanSideofProblemSolving

Communications畏钥买珐呐阶粱何逸悠公磅护委评怔拢陨呜帮嫡尚区磷稼烷弦递埂比触懦DELL问题解决培训讲义DELL问题解决培训讲义41TheHumanSideofProblemSo4142CommunicationSkillsQuestioningUnravelingtheunknownListeningBuildingtrustandrespectLearningfromothers屡等匡秃搔亨滦济遣样劝而庸哥曝酮彼泊校竿铀靛禾蜂踢绪肛羌赋奴牲踏DELL问题解决培训讲义DELL问题解决培训讲义42CommunicationSkills屡等匡秃搔亨滦济4243QuestioningUnravelingtheunknown桨伞陋浦琢伯笆嗜澄蝉享由诣字末仰瞳揩斜嘿彻震攀宏奴碑皂貉淮滇袋掺DELL问题解决培训讲义DELL问题解决培训讲义43Questioning桨伞陋浦琢伯笆嗜澄蝉享由诣字末仰瞳4344ProblemSolvingSkills

QuestioningQuestioningIsaKeySkill SuccessinprocessdependsonusingasystematicapproachandaskingquestionseffectivelyEffectivequestionsunderstand:IntentbehindtheirquestionsTheassumptionstheyhavemadeTheimportanceofchoosingwordscarefullyWheretheyarelikelytogettheanswers漠丽庇酋杆醒婴尤贸财测左殷掩弊矛筏脚泵汀沫酝版煞煎拂赃杨段舶听逸DELL问题解决培训讲义DELL问题解决培训讲义44ProblemSolvingSkills

Ques4445CharacteristicsofaneffectivequestionClearforeasycommunicationRelevanttothetimeandtopicindiscussionSpecific tothepointindiscussion轴斤绦楷楼喻窝垣官季空敢感乖甲家夯镁漓澎涧麦削草迄垣苏喝秒纱猴畜DELL问题解决培训讲义DELL问题解决培训讲义45Characteristicsofaneffect4546TypesofQuestionsandUsesOpen–toexplore,understandfurther,solicitinformationBeginwithWhat,When,How,Which,Where,Why,WhoRequireexplanation/descriptionintheanswerClosed–toconfirmagreement,tomoveontonexttopicLeadtoayesornoanswerElicitonlytheanswertothatspecificquestionReverse–toclarify,evaluateideas,/views,seekideas/opinionsAskingbackthequestionandgettingassociatestothinkforthemselvesLeading–directflowtodesireddirectionIndicatesthedesired/expectedresponse吐上柏趟蚕纸纯秃仑琢食雁皑掩犊叛鹤瞪徽赛固辈曲及猜梧宜冈镍鸣唯荤DELL问题解决培训讲义DELL问题解决培训讲义46TypesofQuestionsandUsesO4647OtherTypesofQuestionsandUsesReflecting/RestatementEncouragesexpansionofthepointRequestSpecifieswhatexpansionyouneedProbingTofurtherunderstandtheissueorsituation炙惨房尊住党掇处芜旗岂熟矩粤尺腐芳弓噪皱掘恬饥筐腥珐奈藩细顿擂芯DELL问题解决培训讲义DELL问题解决培训讲义47OtherTypesofQuestionsand4748ProbingQuestions5Ws+1HWhy5X宵榜笼饵孙菱鹅昧抚胚矛赦喘睫饶姐迸擦仔李捍泪蔽政晤坷疮羞娇图氏究DELL问题解决培训讲义DELL问题解决培训讲义48ProbingQuestions5Ws+1H宵榜笼4849TheProblemSolvingTechniquesandTools腻疏彤洁摄阑铁受妨造座酋破班檄惰舀肪巡黑落饲驮峙尸唇窃叫电妨掂友DELL问题解决培训讲义DELL问题解决培训讲义49TheProblemSolvingTechniqu4950BrainstormingTechniqueBrainstorming–gettingmaximumgroupparticipation“Thebestwaytogetagoodideaistogetalotofgoodideas”–LinusPaulingUseforgeneratingalternativesolutionstoaproblemLeaderdescribestheproblemEveryonetakesafewminutestothinkCaptureideasvisiblyGrouporcategorizeideas(eg.usefishbonedaigram)Lastly,evaluatesthebestideasRules:GoforquantityAllowfortheabsurd.FantasyetcDonotcriticize,challenge,questionorpre-judgeideayetPiggybackoneachideaUseopen-endedquestionstostimulatemoreideasGoroundfastwhenseekingideasEncouragefullparticipation–roundrobintechniqueWriteideasvisibly(onflipchart)泡儡卫晓臣焦急叮鳞斑膀毒瓦定遵蚂寻要淳壤极附俯伏劝右识绵毛营朵安DELL问题解决培训讲义DELL问题解决培训讲义50BrainstormingTechniqueBrai5051ProblemSolving&DecisionMakingProcess

BrainstormingTechniqueCase1HowtomakeDellabetterworkplace?Case2HowtomakemyselfenjoytheworkIamdoingandthetimeIspentinDell.Time:15min幸廉讥原班仅黍侈麓蔑苞蒂食散佬顿矗免师收洪宁迂摆胺甥拱敷款陋吏滔DELL问题解决培训讲义DELL问题解决培训讲义51ProblemSolving&DecisionM5152TheVariousProblemSolvingMethodologies溺宪科着坯欠廉台盯装哟均奄硷钦得玻卯掀冠沟揽蛆粮雌掌佑燃狂详朝腰DELL问题解决培训讲义DELL问题解决培训讲义52TheVariousProblemSolving5253VVVVVVTheSixStepProblemSolvingModelIdentifyConcernsandproblemProposeandImplementtheSolutionAnalyzetheProblemImprovetheProcessAnalyzetheOutcomeEvaluatetheAlternatives系非首魂夏辙希觉顶筒涉卵莱矽仁末渴拍韦怯疮妊塞穆敏去凛饯袜八欣读DELL问题解决培训讲义DELL问题解决培训讲义53VVVVVVTheSixStepProblemS5354TheBPIProblemSolvingProcessDefine(PlanProject)Measure(Collectdata&ideas)Analyze(Identifycriticalfactors)Improve(Crit