NOKIA 7 问题处理7步法.ppt

NOKIA 7 WHY TO USE 7-STEP PROBLEM SOLVING PROCESS? Collection and analysis of information is easier. You can recognize important problems. Complex problems can be systematically analyzed. Easier to find the real cause(s) of the problem. Problem will be solved - not only the symptoms. No extra work caused by unplanned actions. You can follow the results. Team work is more effective. Solution of problems gives a positive reward to team members Provides a common language SCALE OF THE PROBLEM NOKIA 7 STEPS TO PROBLEM SOLVING 1. Define the area for improvement - identify problem 2. Analyze problems by studying the current data 3. Determine cause 4. Develop (create/select) solutions 5. Plan actions 6. Implement solutions 7. Evaluate outcome 1. Identify Problem Key activities Define the area for improvement Reduce complex situations to simple workable elements Define improvement areas in order of priority Define the problem Designate milestones and targets Tools Brainstorming Pareto Chart Supporting material Problem Definition Guidelines Step 1 Checklist Brainstorming Everybody speaks in turn. Only one idea at time. Wait for your turn. You can miss your turn if you wish. Explain, but don’t discuss. Do not criticize the ideas of others. Gather as many ideas as possible. Improve upon other’s ideas. Encourage wild ideas. Pareto chart presents the 20/80- rule: 20% of faults create 80% of all costs. helps you to define which problems should be solved and in which order. Sales Revenue Analysis WHAT IS A PROBLEM? The difference between a desired, expected or normal situation and what is actually happening Problem definition is a description of the problem. describes the gap between what is and what should be, i.e. “actual” and “planned”. expresses the what, who, when and where of the problem. shows the problem, not the cause or implied solution. includes quantities; how often, how much, when etc. requires exact terms. is not a question. tells you why the problem is