5WHY译文.doc

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 预防错误 Grasp the Situation 掌握情况 During the first part of the process, you: 在过程的第一部分，你要： Identify the Problem 识别问题 Clarify the Problem 阐明问题 Locate the Point of Cause (PoC) 查找发生事故的地点 Cause Investigation 原因调查 In the second part of the process, you: 在过程的第二步你要： Conduct a “5-Why” investigation to identify the root cause进行“5-WHY”调查以识别问题根源。 for the specific problem 特殊问题 for why the problem was not detected 为什么问题没有被发现。 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  BASIC STEPS OF PRACTICAL 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 happen