Problem solving skills
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This document discusses problem solving skills and provides information on various problem solving approaches and methods. It introduces the A3 problem solving method, which provides a clear framework for solving problems. It also discusses the 4D opportunity seeking approach, which focuses on identifying strengths and includes the phases of discovery, dream, design, and delivery. Additionally, it covers root cause analysis techniques for performance problems and decision making methods like the effort and impact matrix. Games and exercises are also provided to help explain and practice the various problem solving concepts.
Problem solving skills
- 2. Frame 问题不是问题; 问题 是你对这个问题的 态度 危机 Crisis
- 3. CONTENTS 1. Background 背景 2. Problem Solving Approach: A3 解决问题方法：A3 3. Opportunity Seeking Approach:4D 寻求机会方法：4D 4. Root Causes: Performance Analysis 根本原因：绩效分析 4. Decision Making: Effort and Impact 决策：努力和影响矩阵
- 4. Games 15 Minutes 1. Find out something unique about each person on the team (5 points) 2. Sing a song together (15 points) 3. Make a paper airplane and throw it from one end of the room to another (10 points) 4. Get everyone in the room to sign a single piece of paper (5 points) 5. Count the number of pets owned by your group (20 points) 6. Assign a nickname to each member of the team (5 points)
- 5. 游戏 15 Mins 1.找出团队中每个人的独特之处（5分） 2. 一起唱一首歌（15分） 3.把纸飞机从房间的一端扔到另一端（10点） 让每个人在房间里签一张纸（5分） 5.计算您所在小组拥有的宠物数量（20分） 6.为团队成员分配一个昵称（5分）
- 7. A3 A3 Report is a useful tool for problem solving. It provides a clear framework for problem solving steps. A3报告是一种很有用的工具，为解决问 题确定了一个清晰的架构。它能让报告 者深入了解出现的问题或机遇，为全面 解决问题提供思路。
- 8. Games Your One Pointer of Solving Problems
- 9. A3
- 10. A3丰田解决问 题
- 11. Example BACKGROUND Cost control on alcoholic Beverages. In line with “United for Efficiency”, Finance and HR looking for ways to control alcoholic beverages consumption CURRENT CONDITIONS 2015 Replenish when the stock is out of orders 2016 Similar Three types of Drink: Beer, Wine, and Liquor GOAL Reduce cost and control measurement ANALYSIS Data extract from HR and Finance Comparison of data from 2015-2016 2015 2016 Beer 683 272 Wine 1348 1578 Liquid 874 2740 (Annual Dinner) Total 2222 4590. . PROPOSAL Practices: 2015-2016: Replenish whenever the stock is out 2017: Refill beer for one carton per quarter RM 480 Refill wine one bottle per month RM 574 Overview of Expenses Reduction 10% of total expenses from RM 4590 to RM 4128 2015 2016 2017 Beer 683 272 480 Wine 1348 1578 600 Liquid 874 2740 1420 (Annual Dinner) Total 2222 4590 2500 PLAN Implement scheduled refilling of beer and wine from December onward Limit to two bottles of red wine in the chiller. The rest of the red wine in server room. Quarterly refill Place more red wine bottles for guest visit and special functions FOLLOW UP Monitor the usage for 1 quarter. Review at the end on March Solicit feedback from HODs
- 12. BACKGROUND Dispatch deliver services managed by Ashley Wong and Shukur to serve the document needed to deliver to Klang Valley area. CURRENT CONDITIONS 8:30-10.00 Preparation and waiting time 10:00-5:00 Deliver to Klang Valley 5:00-600 Back to Office Had a group discussion among HR, Finance, and Admin on 16th March Hold a discussion with implementation team and internal client for feedback 20th -24th March Drafted a revised delivery services in A3 format on 24th March GOAL Reduce waiting time Plan for daily route Reduce unnecessary movement ANALYSIS 8.30-10:00 Waiting time 10:00-5:00 Dispatch Assistant decides the route Customers demand to send the document to the same areas twice Customers unsure of his where about Customers call direct while he is riding the motorcycle 5:00-6:00 TNB (Current) . PROPOSAL Schedule 8:30- 9:30 AM Bank in cheques at Banks in Puchong area 9:30-10:00 AM Route Planning and Special Request Briefing 10:00-2:30 PM KL/PJ Areas (Zone 1) 2.30 – 4:30 PM Shah Alam, Puchong, Damansara Areas (Zone 2) Return to office only if there is urgent delivery to Zone 2 areas 4:30-6:00 PM Return to Office, Briefing to HR, Assist office works Note: a. Priority is given to Contract Department to deliver document at 11:00 AM. Dispatch Assistant will deliver documents to Puchong areas before 11:00 AM. b. Dispatch Assistant will only return to office at 2:30 PM if there are urgent additional documents need to deliver to Zone 2 c. Dispatch Assistant will not return to the same zone twice unless necessary. d. HR to be the contact point if internal customers want to deliver and or collect new Items unless there is additional specific requirement needed for the current documents. Dispatch Assistant is on the road most of the time. It may cause safety issues and anxiety. e. Documents need to send to HR before 930 AM for same day delivery. f. Cheques need to send to HR a day before for next day delivery. 530 PM is the Cutoff time (for cheques of the big amount will require the team to help to bank in before 4 pm) g. Kindly leave a post-it note on the documents for special requests and brief to HR or Dispatch Assistant directly. Otherwise, HR will not know the exact instructions and may cause confusion and frustration. i. The delivery of the services best to handover to HR only two days before the delivery date unless special circumstance such as annual leave, outstation, etc. PLAN 1. Communicate to Internal customers via Emails or WhatsApp 2. Implement with effect from 1st April to 30th April for trial period FOLLOW UP 1. Review on 1st May with Finance, Admin, Project and Contract team
- 14. Exercises演习 Your Example (15 Minutes) Sharing (20 Minutes) Your Second Example (15 Minutes) 你的例子（15分钟） 分享（20分钟） 你的第二个例子（15分钟）
- 15. Game: Grouping 15 Minutes Favorite color Number of siblings Shoe size Favorite subject in school Number of Boy/Girl friends Chinese Zodiac Sign 喜欢的颜色 兄弟姐妹数量 鞋号 最喜欢的科目在学校 男孩/女孩的朋友数量 中国十二生肖
- 18. 4D 发现（ discovery ）：揭示正面的能力 梦想（ dream ）：如何应用“积极变革 核心”去创造企业的未来 设计（ design ）：在现实中如何创造 理想的组织、架构和系统 实现 （ destiny ）： 持续进行积极变革和改 善绩效的动力。
- 19. 4D discovery ）：揭示正面的能力 梦想（ dream ）：如何应用“积极变革 核心”去创造企业的未来 设计（ design ）：在现实中如何创造 理想的组织、架构和系统 实现 （ destiny ）： 持续进行积极变革和改 善绩效的动力。
- 20. 4D Model
- 21. 1 Personal Dream 1. Discover:What have I achieved so far?What are my strengths? 2. Dream: What are my dreams? 3. Design:What are the possible steps? 4. Deliver:What re my action plan?
- 23. Exercise 10 Minutes Answer Questions 10 Minutes Sharing Ask ideas for 3 and 4 Discover:What have I achieved so far? What are my strengths? Dream: What are my dreams? Design:What are the possible steps? Deliver:What re my action plan?
- 24. 练习 10分钟 分享10分钟 分享3和4的想 法 1. 发现：到目前为止我取得了什么我的优势是什么？ 2. 梦想：我的梦想是什么？ 3. 设计：可能的步骤是什么？ 4. 交付：我的行动计划是什么？
- 25. Departmental Challenges 1.What have we achieved? 2.What are our dreams? 3.What are our steps? 4. How do we want to achieve it?
- 26. 部门挑战 1. 我们实现了什么？ 2. 我们的梦想是什么？ 3. 我们的步骤是什么？ 4.我们要如何实现？
- 27. Departmental Challenges 1.What have we achieved? 2.What are our dreams? 3.What are our steps? 4. How do we want to achieve it?
- 28. 部门挑战 1. 我们实现了什么？ 2. 我们的梦想是什么？ 3. 我们的步骤是什么？ 4.我们要如何实现？
- 29. Performance Improvement 1.What are the achievements of the employee? What are his strengths? When were his high performance moment? 2.What desirable performance we would like to see him achieving in his next level of improvement? 3.What possible steps he can take? 4.What is the possible action plan and follow up?
- 31. Performance Improvement 1.What are the achievements of the employee?What are his strengths?When were his high performance moment? 2.What desirable performance we would like to see him achieving in his next level of improvement? 3.What possible steps he can take? 4.What is the possible action plan and follow up?
- 32. 1.员工的成就是什么？他的优势是甚么？他的高绩效时刻是什 么时候？ 2. 我们希望看到他在下一个改进水平上取得什么成绩？ 3. 他可以采取甚么步骤？ 4.可能的行动计划和后续行动是什么？ 工作绩效改善 他的高绩效时刻是什么时候？
- 34. Guessing Games 1. Color 2. Actor 3. Movie 4. TV show 5. Vacation destination 6. Food 7. Sport 8. Hobby 9. Animal 10. Weight
- 36. 人体工程学 设计差 与上级关系不好 缺乏设备 设备不足 工具不足 缺乏工具 缺乏政策 缺乏明确的组织 计划 奖励低绩效员工 担心工作安全 缺乏动力 练习不好 缺乏能力 及时的信息 缺少知识 缺乏信息 缺乏表现奖励 缺乏分配的责任 没有及时的反馈 缺乏对后果反馈
- 37. Factors Priorities Solutions Actual operations is different from what being taught 4 Standardize work Hostile Supervisors 1 Provide supervisors training or change supervisors No enough chair and micro- scope 2 Putchase chairs No welcoming ceremony 3 Engage personnel Performance Problems: High turn over for operators at test Site or 40% per week
- 39. Factors Priorities Solutions 4 1 2 3 Performance Problems: High turn over for operators at test Site or 40% per week
- 41. Factors Priorities Solutions 4 1 2 3 Performance Problems: High turn over for operators at test Site or 40% per week
- 42. 4. Decision Making: Effort and Impact 决策：努力和影响矩阵
- 43. Assessment 影响 努力 A. 低悬果 B. 需要规划 C. 算了吧 D. 费力不讨好
- 44. Assessment
- 45. Assessment
- 46. 3Actions