人們并不是被問題本身所困擾，而是被解決問題的方式所困擾。很多企業缺乏系統、規范的途徑來迅速有效地解決問題。經理往往面對多種多樣的可選方案，但卻缺乏必要的技能來制定、迅速有效的決策。如果能夠運用系統的思考模式，就能不斷提升解決問題的工作效能。 《問題分析與解決》將幫助經理人提升解決問題的能力！教你用嚴謹的流程和科學的方法找到問題的答案。
1. 建立問題意識，提高問題發現能力； 2. 提供整體性問題思考方式與解決架構； 3. 培養個人分析和解決問題的能力與技巧； 4. 建立創意共有技巧，形成有效的團隊創意解決活動。
課程大綱curriculum introduction
引言：總統山的困境
**單元：界定問題
■ 什么是問題
■ 問題分類
異常問題
改善問題
■ 界定問題五步
① 從疑問到問題
② 描述好問題是**步
③ 分析情境找問題
④ 陳述問題
⑤ 問題選擇和界定
視頻案例：倒鴨子
研討：有無問題？→什么問題？→為何會發生？→如何解決？→如何避免類似問題發生？
■ 問題解決流程
界定問題→分析問題→解決問題→評估問題
第二單元：問題意識培養與發現問題的技巧
■ 培養問題意識
■ 如何發現問題
■ 問題發現技巧
案例練習：.生產線次品原因尋找
第三單元：分析問題
■ 敏銳的觀察力
■ 分析和確認問題四原則
1．正確地界定問題
2．多角度地思考問題
3．全面的觀點
4．正確思考問題的方向
■ 分析和確認問題的方法工具: 5W2H法
■ 針對企業內部典型問題魚骨圖工具演練
第四單元：解決問題
■ 解決問題四步
■ SWOT決策分析工具
■ 問題解決案例
第五單元：創意與解決問題的關聯
■ 破除創造性解決問題的枷鎖
■ 創新思維方式
活動：六根牙簽拼四個等邊三角形
■ 創造性解決問題的方法工具
■ 創新工具演練
第六單元：執行力與解決問題
方案如何執行
第七單元：評估問題
■ 評估問題
1.確認問題解決結果
2. 決定下一個目標
■ 標準化需要注意的問題
■ 標準化制定流程
■ 總結和行動計劃
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 ? Problem Recognition ? Problem Labeling | 1. Problem Reframing |
2. Problem Analysis ? Convergence & Divergence ? Data Collection and Analysis o Is/ Is Not Checklist o KT Approach o Fish Bone Diagram | 2. Objective Setting |
3. Solution Generation ? Short-Term or Long-Term Solution ? Brainstorming ? Problem Restatement | |
4. Decision Making ? Informal Discussion ? Brainstorming ? Elimination ? Criteria Matrix ? Decision Tree ? Tradeoffs | |
5. Implementation ? Risk Analysis ? Force Field Analysis | |
