人们并不是被问题本身所困扰，而是被解决问题的方式所困扰。很多企业缺乏系统、规范的途径来迅速有效地解决问题。经理往往面对多种多样的可选方案，但却缺乏必要的技能来制定、迅速有效的决策。如果能够运用系统的思考模式，就能不断提升解决问题的工作效能。 《问题分析与解决》将帮助经理人提升解决问题的能力！教你用严谨的流程和科学的方法找到问题的答案。
1. 建立问题意识，提高问题发现能力； 2. 提供整体性问题思考方式与解决架构； 3. 培养个人分析和解决问题的能力与技巧； 4. 建立创意共有技巧，形成有效的团队创意解决活动。
课程大纲curriculum introduction
引言：总统山的困境
**单元：界定问题
■ 什么是问题
■ 问题分类
异常问题
改善问题
■ 界定问题五步
① 从疑问到问题
② 描述好问题是**步
③ 分析情境找问题
④ 陈述问题
⑤ 问题选择和界定
视频案例：倒鸭子
研讨：有无问题？→什么问题？→为何会发生？→如何解决？→如何避免类似问题发生？
■ 问题解决流程
界定问题→分析问题→解决问题→评估问题
第二单元：问题意识培养与发现问题的技巧
■ 培养问题意识
■ 如何发现问题
■ 问题发现技巧
案例练习：.生产线次品原因寻找
第三单元：分析问题
■ 敏锐的观察力
■ 分析和确认问题四原则
1．正确地界定问题
2．多角度地思考问题
3．全面的观点
4．正确思考问题的方向
■ 分析和确认问题的方法工具: 5W2H法
■ 针对企业内部典型问题鱼骨图工具演练
第四单元：解决问题
■ 解决问题四步
■ SWOT决策分析工具
■ 问题解决案例
第五单元：创意与解决问题的关联
■ 破除创造性解决问题的枷锁
■ 创新思维方式
活动：六根牙签拼四个等边三角形
■ 创造性解决问题的方法工具
■ 创新工具演练
第六单元：执行力与解决问题
方案如何执行
第七单元：评估问题
■ 评估问题
1.确认问题解决结果
2. 决定下一个目标
■ 标准化需要注意的问题
■ 标准化制定流程
■ 总结和行动计划
Course Code and Name: Problem Solving and Decision Making
Overview
This Problem Solving and Decision Making – PSDM - course will provide participants with a structure approach to problem solving and decision making. Under this approach, we will categorize problems into root cause problems and decision problems. Two step-by-step procedures are used to solve these two kinds of problems. In each step, tools are introduced such that participants can practice on how to solve problems more effectively and measure the outcome whether their objectives are be achieved.
Participants
PSDM course is targeted on managers who need to solve problems (which are not in technical side like repairing a printer) and make complex decisions.
Duration
1 day. 9:00 – 18:00
Objectives
By the end of the course, you will have examined the skills and techniques to:-
l Categorize Problems
l Demonstrate analytical skills in decision making and problem solving
l Generate and evaluate alternatives
l Make smart decisions
l Implement the decisions effectively
Course Elements
This course covers the following elements:-
l A Five-step approach of problem solving and decision making which are: For Root Cause Problem: Problem Definition, Problem Analysis, Solution Generation, Decision Making and Implementation.
l For Decision Problem: Problem Reframing, Objective Setting, Solution Generation, Decision Making and Implementation.
l Tools are introduced in each step
Teaching Methods
This course uses the following training methods:
l Information presentation
l Exercises/training games
l Group discussions
l Participants’ own case study
l Handouts for participants
ROOT CAUSE PROBLEM | DECISION PROBLEM |
1. Problem Definition Ø Problem Recognition Ø Problem Labeling | 1. Problem Reframing |
2. Problem Analysis Ø Convergence & Divergence Ø Data Collection and Analysis o Is/ Is Not Checklist o KT Approach o Fish Bone Diagram | 2. Objective Setting |
3. Solution Generation Ø Short-Term or Long-Term Solution Ø Brainstorming Ø Problem Restatement | |
4. Decision Making Ø Informal Discussion Ø Brainstorming Ø Elimination Ø Criteria Matrix Ø Decision Tree Ø Tradeoffs | |
5. Implementation Ø Risk Analysis Ø Force Field Analysis | |
