7 Steps to Problem Solving

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,
其实不管分为几步,简单说来就是:描述问题-分析问题(可以分为收集数据/分解问题和发现根源问题两部)-找到解决问题的方法-(也可以分为提出解决问题的各种方案和选择最佳方案两步)-方法实施-效果反馈-学习总结。
以下是我认为最好的两个版本:

1)五分钟视频介绍Seven Step Problem Solving,有案例分析,简单明了。
http://v.youku.com/v_show/id_XNzQ3NjQyOTMy.html

  1. Definition
    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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. Standardization
    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?
  7. 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.

2)介绍7steps的PPT, 其中列举了每一个Step有哪些工具。
http://www.doc88.com/p-19952403942.html

  1. Identify the problem- define the area for improvement
    Tools: Brainstorming
  2. Analyze the problem by studying the current data
    Tools: Graphs, Histogram, Process model (Y=f(X’s)
  3. Determine cause
    Tools: Cause-and-effect diagram (fish-bone), Why-why Diagram ( apparent cause, root cause)
  4. Develop (create/select) solutions
    Tools: Double team
  5. Plan action
    Tools: Risk analysis, Gantt chart, Force field analysis
  6. Implement solutions
  7. Evaluate outcome

其它参考资料 http://www.douban.com/group/topic/42985373/

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