Analysis and Problem Solving Skills

问题的分析与解决技巧

Objectives

- Sort out the basic concepts of problems and understand the importance of building problem solving skills

- Introduce the overall process of problem analysis and resolution systematically

- Apply the appropriate problem analyzing and solving tools in different scenarios

- Case studies and exercises to solve practical problems in workplace;

Target groups

- Managers, team leaders, and potential employees, who have interest on problem solving skills

Course Outline

Chapter I. Developing problem-analysis and problem-solving skills

1 - Warm-up activity: Challenging puzzles

2 - Exploration of issues

- Problems in the workplace are ubiquitous

- Three common types of problems

- The complexity of the problem: the tip of the iceberg

3-Case discussion: ideas for getting started in problem solving

4 - Five Steps to Problem Solving

- Defining the problem

- Analyzing the problem

- Finding Programs

- Programmatic decision-making

- Implementation of actions

5-Become a good problem-solving manager

Chapter II. Definition of the problem

1 - Case study: What is the problem?

2 - Problem definition is a key step in problem solving

- Not all problems are "problems".

- Finding problems within the circle of competence

3 - Learn to describe the problem clearly

- Describe the problem using the 5W2H method

- Elimination of the "curse of knowledge"

4-Interactive exercise: describing real problems at work using the 5W2H method

Chapter III. Analyzing the causes of the problem

1-Case Study: Cars and Ice Cream

2 - Understanding QBQ: The Question Behind the Question

- Apparent and potential causes of the problem

- Factors interfering with the search for the cause of the problem

3 - Analyzing the causes of the problem in terms of its breadth

- Analyze the problem using the fishbone diagram tool

- The 4M1E dimension of analyzing problems

- Find dimensions to analyze based on core business

- Interactive exercise: analyzing real problems with a fishbone diagram

4 - Analyze the causes of the problem in depth

- Introduction to the Toyota 5Why Method

- Interactive Exercise: Analyzing Real Problems with Toyota's 5Why Approach

5 - Introduction to other problem analysis tools

6- Considerations for the problem analysis session

Chapter IV. Finding solutions to problems

1 - Case studies: finding solutions to problems

2 - There is no optimal program, only what is appropriate at the moment

3-Tools for finding programs

- Apply business experience to find solutions

- Use brainstorming to find solutions

4 - Thinking Outside the Box to Find Solutions

- Apply creative thinking

- Applying cross-border thinking

- Utilizing instrumental thinking

5-Interactive exercise: finding viable solutions to real problems

Chapter V. Selection and evaluation of programmes

1-How to choose the most suitable from multiple options

2 - Evaluation methodology of the program

- Programmatic statement voting method

- Multidimensional matrix decision-making

3-Case Study: Selection of Options by Multi-Dimensional Matrix Methods

4 - Follow-up additions to program selection

Course Summary Q&A

Analysis and Problem Solving Skills

问题的分析与解决技巧

课程目标

· 帮助学员梳理问题的基本概念，理解建立问题解决能力的重要性；

· 系统地介绍问题分析和解决的整体流程；

· 学会在不同环节中，应用相应的问题分析解决工具应对；

· 结合案例和演练，解决工作中的实际问题；

适合对象

· 管理者、团队主管、业务骨干

课程大纲

第一章 培养问题分析解决能力

1-热身活动：挑战难题

2-关于问题的探讨

· 工作中的问题无处不在

· 三种常见的问题类型

· 问题的复杂性：冰山一角

3-案例讨论：入手解决问题的思路

4-解决问题的五步法

· 界定问题

· 分析问题

· 寻找方案

· 方案决策

· 行动实施

5-成为善于解决问题的管理者

第二章 问题的界定

1-案例分析：问题到底是什么

2-问题的界定是问题解决的关键步骤

· 不是所有问题都是"问题"

· 在能力圈范围内寻找问题

3-学会清晰描述问题

· 用5W2H法描述问题

· 消除"知识的诅咒"

4-互动练习：用5W2H法描述工作中的真实问题

第三章 分析问题的原因

1-案例分析：汽车与冰淇淋

2-理解QBQ：问题背后的问题

· 问题的表面原因和潜在原因

· 干扰寻找问题原因的因素

3-从广度上分析问题的原因

· 运用鱼骨图工具分析问题

· 分析问题的4M1E维度

· 基于核心业务找到分析的维度

· 互动练习：用鱼骨图分析真实问题

4-从深度上分析问题的原因

· 丰田5Why法介绍

· 互动练习：用丰田5Why法分析真实问题

5-其他问题分析工具简介

6-问题分析环节的注意事项

第四章 寻找解决问题的方案

1-案例分析：为问题寻找方案

2-没有最佳方案，只有当下适合的方案

3-寻找方案的工具

· 运用业务经验寻找解决方案

· 运用头脑风暴法寻找解决方案

4-跳出思维的禁锢寻找方案

· 运用创意思维

· 运用跨界思维

· 运用工具思维

5-互动练习：为真实问题寻找可行的方案

第五章 方案的甄选和评估

1-如何从多个方案中选出最合适的

2-方案的评估方法

· 方案陈述投票法

· 多维矩阵决策法

3-案例分析：用多维矩阵法选择方案

4-方案甄选的后续补充

课程总结 问与答