09一线主管-问题解决-学员手册-090404.ppt

1、3. 工具三：问题解决(Practical Problem Solving),如果你不解决问题，你就是问题。 If you dont solve the problem, you become a problem.,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(Practical Problem Solving),问题

2、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。Problems occur because of failures in the system 对于问题，员工负责15% ，系统和管理者负责85%。People are responsible for 15%, system & managers 85%,问题解决(Practical Problem Solving),什么是问题？What is a problem? 实际情况与现有标准或期望之间的差距。A problem is defined as a discrepa

3、ncy between an existing standard or expectation and the actual situation,问题解决(Practical Problem Solving),问题解决(Practical Problem Solving),描述问题Problem Description -陈述出现的问题state the problem that is occurring,1,问题解决(Practical Problem Solving),定义问题-针对具体情况对问题进行定义Problem Definition - Specifically define th

4、e situation 标准The Standard 偏差The Deviation 持续时间The Time Period,2,问题解决(Practical Problem Solving),确定原因所在Locate the Point of Cause 找出(车辆/部件上)出现问题的位置Locate Position of Occurrence (on the vehicle/ part) 确定原因所在Locate Point of Cause,3,问题解决(Practical Problem Solving),4,运用5个为什么的调查方法来找出根本原因 5 Why Investigati

5、on to find the Root Cause,调查原因 Cause Investigation,问题解决(Practical Problem Solving),5个为什么5 Whys,1.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.为什么保险丝烧断了Why is the fuse blown? 线路过载Circuits overloaded. 3.为什么线路过载Why did the circuit overload? 轴承损坏且卡住了The bearings have damaged on

6、e another and locked up. 4.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.为什么机器人的油泵送油不足Why is the

7、 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.,Cause Investigation 调查原因,问题解决(Practical Problem Solving),5,实施补救和对策Implementing a Band-Aid & Counte

8、rmeasure 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 problem 对策则必须根本解决问题!A Countermeasure must address the root cause!,问题解决(Practical Problem Solving),6,跟踪及检查Follow Up and Check,MARCH 2009,问题解决(Practical Problem Solving),PPS的优点Benefits of PPS 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 follow PPS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 process PPS针对了问题的根本原因，而不是仅