PRACTICAL PROBLEM SOLVING 实际问题解决Introduction 介绍In the Delphi organization, a common problem solving process is used to analyze and solve quality problems. 在德尔福组织里，一个共同的问题解决过程是用于分析和解决质量问题。

There are four major parts of the process: 这有过程中四个主要部分∙Grasp the Situation 掌握情况∙Cause Investigation 调查情况∙Problem Correction 问题纠正∙Prevention through Errorproofing♦Grasp the Situation 掌握情况During the first part of the process, you:∙Identify the Problem 识别问题∙Clarify the Problem 阐明问题∙Locate the Point of Cause (PoC)♦Cause Investigation 原因调查In the second part of the process, you:∙Conduct a “5-▪for the specific problem 特殊问题▪▪for why the “system” allowed the problem to occur为什么系统允许问题发生♦Problem Correction 问题纠正In the third part of the process, you: 在过程的第三部分，你要：∙Take specific action to correct the problem. At a minimum, short-term temporary measures are required to protect the customer.采取特殊措施改正问题，至少，要求用短期暂时的方法去保护顾客。

♦Prevention Thru Errorproofing 预防错误In the fourth part of the process, you: 在过程的第四部分，你要：∙Take specific action to make sure the problem cannot recur, typically through errorproofing∙Capture Lessons Learne采取特殊措施以保证问题不在发生，代表性的错误论据取得课程学习。

PRACTICAL PROBLEM SOLVING MODEL实际问题解决模型5 Why Funnel 5个为什么漏斗Corrective Action¯Lessons Learned 纠正措施课程学习BASIC STEPS OFPRACTICAL PROBLEM SOLVING时间问题解决的基本步骤Part I – Grasp the Situation第一部分---掌握情况。

♦Step 1: Identify the Problem 第一步：识别问题In the first step of the process, you become aware of a problem that may be large, vague, or complicated. You have some information, but do not have detailed facts. Ask:在过程的第一步，你可以意识到问题可能是大的、含糊的或是复杂的，你有一些信息，但是没有详细事实。

问：▪What do I know? 我了解什么？♦Step 2: Clarify the Problem 第二步：阐明问题。

The next step in the process is to clarify the problem. To gain a more clear understanding, ask:过程的下一步是阐明问题，为了得到一个更清楚的认识，问：▪What is actually happening? 实际发生了什么？▪What should be happening? 什么应发生？♦Step 3: Break Down the Problem 第三步：分解问题At this point, break the problem down into smaller, individual elements, if necessary.在这一点，如有必要，把问题分解成更小的单个元素。

▪What else do I know about the problem? 我还要对问题了解什么？▪Are there other sub-problems? 那里还有其它问题吗？♦Step 4: Locate the Point of Cause (PoC) 第四步；查找事故发生的地点。

Now, the focus is on locating the actual point of cause of the problem. You need to track back to see the point of cause first-hand. Ask:现在，中心是查找问题的根源的实际地点，你需要追踪直接的事故点。

问：▪Where do I need to go? 我们需要去哪里？▪What do I need to see? 我们需要了解什么？▪Who might have information about the problem? 谁可能会有有关此问题的信息？♦Step 5: Grasp the Tendency of the Problem 第五步；掌握问题倾向To grasp the tendency of the problem, ask:为了掌握问题倾向，问：▪Who? 谁？▪Which? 那一个？▪When? 什么时候？▪How often?（单位时间发生的频率）多少？▪How much? 多少？It is important to ask these questions before asking “Why?”在问“WHY”之前问这些问题是很重要的。

Part II: Cause Investigation 第Ц部分：原因调查。

♦Step 6: Identify and confirm the direct cause of the abnormal occurrence.第六步：识别和确认反常事件的直接原因。

If the cause is visible, verify it. If the cause is not visible, consider potential causes and check the most likely causes. Confirm the direct cause based on fact. Ask:如果原因明显，验证它。

如果原因不明显，考虑潜在的原因和检查类似事故，以事实为基础确认直接原因。

问：▪Why is the problem occurring? 问题为什么发生？▪Can I see the direct cause of the problem? 我能看到问题的直接原因吗？▪If not, what do I suspect as potential causes? 如果不能，我猜想潜在原因是什么？▪How can I check the most likely potential causes? 我怎么检查类似的潜在的原因？▪How can I confirm the direct cause?我怎么确认直接原因？♦Step 7: Use 5-Why investigation to build a chain of cause/effect relationships that lead to the root cause. Ask:第七步：利用5Why调查以建立一通向问题根源的原因/结果的关系链。

问：▪Will addressing the direct cause prevent recurrence?查明直接原因预防再发生了吗？▪If not, can I see the next level of cause? 如果没有，我能看到下次再发生的机率吗？▪If not, what do I suspect as the next level of cause? 如果没有，对于下次再发生的机率我觉察到什么？▪How can I check and confirm the next level of cause?我怎样检查和确认下次再发生的机率？▪Will addressing this level of cause prevent recurrence? 查明事故级别预防再发生了吗？If not, continue asking “Why?” until you find the root cause.如果没有，继续问为什么直到你找到了问题根源。

Stop at the cause that must be addressed to prevent recurrence. Ask:停止这些，预防事故再发生。

问：▪Have I found the root cause of the problem?我找到问题的原因根源了吗？▪Can I prevent recurrence by addressing this cause?我根据找到的原因，预防再发生吗？▪Is this cause linked to the problem by a chain of cause/effect relationships that are based on fact?根据基于事实的原因/结果关系链，这个原因与问题有联系吗？▪Does the chain pass the “therefore” test?这个链能通过“因此”测试吗？▪If I ask “Why?” again, will I be into another problem?如果我再次问“为什么”，我会深入到另一个问题之中吗？Be sure you have used 5-Why Investigation to answer these questions:确信你会用5-Why调查回答这些问题：▪Why did we have the problem?为什么我们会有这种问题？▪Why did the problem get to the customer?为什么问题会对顾客有影响？▪Why did our “system” allow it to occur?为什么我们的系统“允许”它发生？5 WHY CAUSE INVESTIGATION5Why原因调查Step 8: Take Specific Action to Address the Problem第八步：采取特殊措施解决问题Use temporary measures to eliminate the abnormal occurrence until the root cause can be addressed. Ask: 使用临时方法消除反常事件直到问题根源被找出。