7 steps to problem solving, 又叫七步成诗法， 是麦肯锡提出的一种项目管理方法，网上有很多介绍，七步的分法也不太相同，
1)五分钟视频介绍Seven Step Problem Solving，有案例分析，简单明了。
Definition ask questions: what is the problem really? Look at an example of customer service center. Is the problem # of calls? How long the calls are taking? Content of calls? What is the problem. Until you know that, you can’t go anywhere further. Let’s decide the problem is the # of calls. There seems to be more calls than it used to be.
- Data collection
Data collection answers the question: what is going on? Let’s look at the number of calls over time. Maybe we determined yes, in fact, from July last year, the # of calls went up. Now we have some data.
- Cause analysis
Cause analysis answers the question why? We might go back at this data, and it turns out, right at the same time ( July) we launched a new product. A lot of the calls are about this product.
- Solution planning+ Implementation
Let’s see in our case, we figured out we want to ship a new product checklist. We tell the customers the top 5 things they should do first. Maybe that will stop them calling for help.
- Evaluation of success
The question here is: did it work? We shipped the checklist for few months. We looked back at the data. If the number dropped, that means our solution worked.
The idea of standardization is, we’ve gone through a lot of work to the solution. Let’s see how wisely we can use it in the organization.Can we use it with other project? Can we use it with other department? Can we leverage with partners somehow?
- Evaluation of process
Agin, the idea here is learn things based on the work we have done. We get the group of the people together one more time, we ask the questions, how did we do to solve the problem? What did we do well, what is the positive we should repeat next time? What we do poorly, what we should do differently next time? We take this learnings, we take it forward with us. And next time, when we have a problem to solve, we will be much better doing it.
- Identify the problem- define the area for improvement
- Analyze the problem by studying the current data
Tools: Graphs, Histogram, Process model (Y=f(X’s)
- Determine cause
Tools: Cause-and-effect diagram (fish-bone), Why-why Diagram ( apparent cause, root cause)
- Develop (create/select) solutions
Tools: Double team
- Plan action
Tools: Risk analysis, Gantt chart, Force field analysis
- Implement solutions
- Evaluate outcome