DELL问题解决专项培训(英文版)(ppt 60页)

DELL问题解决专项培训(英文版)目录：
一、The Six Step Problem Solving Process Model
二、Six Steps Problem Solving Process
三、Steps One and Two
四、Six Steps Problem Solving Process
五、Step Three – Evaluate Alternatives Tool
六、Step Three – Evaluate Alternatives Tool
七、Six Step Problem Solving Process
八、Step Four – Solution Creation Tool
九、Six Step Problem Solving Process
十、Step Five – Analyze the Outcome Tool
十一、Six Step Problem Solving Process
十二、The Problem Solving Analysis Tools
十三、The Problem Solving Technique Enforced Problem Solving
十四、The Human Side of Problem Solving
十五、Types of Questions and Uses
十六、Other Types of Questions and Uses
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DELL问题解决专项培训(英文版)内容提要：
Six Steps Problem Solving Process：
Step 1.Identify Concerns
(How urgent or important is this?)
Identifying the gap
Smoke out the issues to the team or organization
Use analysis reports such as check sheets, Pareto charts
Use questions to probe for understanding of real issues which require further investigation
List areas of concern and the consequences of not taking action eg. Defects, tardiness, attitude
Proceed to identify concerns
Keep asking to surface the real issues
Team to get agreement on area of mutual concern
Step 2. Analyze the Problem
Investigate in Detail (evaluate the facts)
Obtain valid information about “what is”
Write a statement that identifies the root problem
Use appropriate tools and techniques
Checksheets, reports, observations
Brainstorming (Alex F. Osborne, Applied Imagination, 1957)
Force Field Analysis (Kurt Lewin, Field Theory in Social Research, 1955)
Cause and Effect Diagram or Fish Bone Diagram
How your team proceeds
Everyone participates actively
Build consensus
Proceed to analyze the problem
Use formats to help get team agreement that area of mutual concern has been sufficiently analyzed

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