10.2 problem solving &Email writing
IATF16949标准中的CSR LIST(顾客特定要求清单)
9.2.2.3 Manufacturing process audit 制造过程审核 The organization shall audit all manufacturing processes over each three-year calendar period to determine their effectiveness and efficiency using customer-specific required approaches for process audits. Where not defined by the customer, the organization shall determine the approach to be used. 组织应采用顾客特定要求的过程审核方法，每三个日历年审核一次全 部制造过程，以确定其有效性和效率。如顾客未指定，组织应确定要 采用的审核方法。
欧拉的著作
19世纪伟大数学家高斯（Gauss，1777-1855年）曾说："研究欧拉的著作永远是了解数学的最好方法．"1．数论欧拉的一系列成奠定作为数学中一个独立分支的数论的基础。
欧拉的著作有很大一部分同数的可除性理论有关。
欧拉在数论中最重要的发现是二次反律。
2．代数欧拉《代数学入门》一书，是16世纪中期开始发展的代数学的一个系统总结。
3．无穷级数欧拉的《微分学原理》（Introductio calculi differentialis，1755）是有限差演算的第一部论著，他第一个引进差分算子。
欧拉在大量地应用幂级数时，还引进了新的极其重要的傅里叶三角级数类。
1777年，为了把一个给定函数展成在（0，“180”）区间上的余弦级数，欧拉又推出了傅里叶系数公式。
欧拉还把函数展开式引入无穷乘积以及求初等分式的和，这些成果在后来的解析函数一般理论中占有重要的地位。
他对级数的和这一概念提出了新的更广泛的定义。
他还提出了两种求和法。
这些丰富的思想，对19世纪末，20世纪初发散级数理论中的两个主题，即渐近级数理论和可和性的概念产生了深远影响。
4．函数概念18世纪中叶，分析学领域有许多新的发现，其中不少是欧拉自已的工作。
它们系统地概括在欧拉的《无穷分析引论》、《微分学原理》和《积分学原理》组成的分析学三部曲中。
这三部书是分析学发展的里程碑四式的著作。
5．初等函数《无穷分析引论》第一卷共18章，主要研究初等函数论。
其中，第八章研究圆函数，第一次阐述了三角函数的解析理论，并且给出了棣莫佛（de Moivre）公式的一个推导。
欧拉在《无穷分析引论》中研究了指数函数和对数函数，他给出著名的表达式（这里i表示趋向无穷大的数；1777年后，欧拉用i表示），但仅考虑了正自变量的对数函数。
1751年，欧拉发表了完备的复数理论。
6．单复变函数通过对初等函数的研究，达朗贝尔和欧拉在1747－1751年间先后得到了（用现代数语表达的）复数域关于代数运算和超越运算封闭的结论。
Problem Solving
Decision Making (continued)
Evaluate Benefits and Risks of Alternatives
– Certainty – Known Risk – Uncertainty – Turbulence
Decide on a Plan
Decision Making (continued)
Generate alternative solutions Evaluate and select an alternative
4. 5.
Implement Follow-through
follow up on the solution
Problem Awareness
Establish Trust Clarify Objectives Assess the Current Situation Identify Problems
Establish Criteria for Measuring Success. Monitor the Results. Take Corrective Action.
When Is Participation Appropriate for Decision Making?
Degrees of Decision Participation
Approaches
Rationale problem solving Creative problem solving
Rationale Problem Solving
What are the steps? When is this the most effective method?
A B C
Advantages and Disadvantages of Group Decision Making
Problem_Solving
• Determine the criteria to be used to assess the solution. Factors to consider are: the requirements, short term vs. long term solutions, costs of the solution relative to the cost of the problem, etc.
It’s late at night and Mike has been trying to work out why his computer program is not working and he is really stuck. Into the office wanders the cleaner, with his vacuum pack on his back and starts dusting. Mike calls him over. “Hey Joe, help me with this computer problem I am having.” Joe replies “I don’t know anything about computers!” “That’s fine, just listen” says Mike. As Mike explains the problem to the cleaner he suddenly realises what is causing the problem… “Thanks for your help Joe” says Mike. “ It’s nothing.” says Joe honestly.
飞行中人的因素专业词汇总结
Tingling
刺痛感
Tunnel vision
管状视觉
Progressive/Slow decompression
缓慢失压
Rapid/Explosive decompression
快速失压；爆炸性减压
TUC (time of useful consciousness)
有用意识时间
Hyperventilation
陈述性记忆
Episodic memory
情境记忆
Semantic memory
语义记忆
Threshold
阈限
Sensory threshold
感觉阈限
Sensoryadaptation
感觉适应
Encoding
编码
Storage
储存
Retrieval
提取
Forgetting
遗忘
Forgetting curve
镇静剂
Stimulant
兴奋剂
Drug abuse
药物滥用
Hyperopia
远视
Myopia
近视
Presbyopia
老花眼
Glaucoma
青光眼
Cataracts
白内障
Astigmatism
散光
Color blindness
色盲
10.2.1人类的信息加工
Information processing
信息加工
静态视敏度
Dynamic visual acuity
动态视敏度
Glare
眩光
Psychological glare
心理眩光
Physiological glare
MAQMSR-次级供应商最低汽车质量管理体系要求
AUTOMOTIVE MAQMSR QUALITY MANAGEMENTSYSTEM DOCUMENTSecond EditionSeptember, 2017 Minimum Automotive Quality Management System Requirementsfor Sub-Tier SuppliersSections of IATF 16949 selected for supplier QMS developmentInternationalAutomotiveTask ForceIATF copyright noticeThis Automotive Quality Management System Document, known as MAQMSR, is copyright protected by the members of the International Automotive Task Force (IATF).Permission is granted for organizations certified to ISO/TS 16949:2009 or IATF 16949:2016 to reproduce this document in its entirety for distribution to their suppliers for the expressed purpose of aiding development of their quality management system in accordance with ISO/TS 16949:2009 Section 7.4.1.2 or IATF 16949:2016 Section 8.4.2.3.Otherwise, except as permitted under the applicable laws of the user's country, neither this Automotive Quality Management System Document nor any extract from it may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, photocopying, recording or otherwise, without prior written permission being secured from the IATF.Reproduction may be subject to royalty payments or a licensing agreement and violators are subject to legal prosecution.Requests for permission to reproduce and/or translate any part of this Automotive QMS Documentshould be addressed to one of the following national automotive trade associations below:Associazione Nazionale Filiera Industrie Automobilistiche (ANFIA / Italy)Automotive Industry Action Group (AIAG / USA)Fédération des Industries des Équipements pour Véhicules (FIEV / France)Society of Motor Manufacturers and Traders Ltd. (SMMT / UK)Verband der Automobilindustrie e.V. (VDA / Germany)TABLES OF AUTOMOTIVE QMS REQUIREMENTS1 CONTROL PLANS (2)2 PROCESS APPROACH (2)3 PERFORMANCE (2)4 INTERNAL AUDITING (3)5 CONTROL OF NON-CONFORMING PRODUCT (3)6 PART APPROVAL (3)7 MANAGEMENT RESPONSIBILITY (4)8 RISK MANAGEMENT (4)9 SAFETY (4)ANNEXES (4)TABLE 1 - CONTROL PLANSAutomotive QMS Requirement Applicable IATF 16949:2016 Section(s)1.1 Control plan 8.5.1.1 Control plan1.2 Work instructions 8.4.1.2 Standardized work – operator instructionsand visual standards1.3 Verification of job set-ups 8.5.1.3 Verification of job set-ups1.4 Preventive maintenance 8.5.1.5 Total productive maintenance1.5 Identification and Traceability 8.5.1 Identification and traceability8.5.2.1 Identification and traceability —supplemental1.6 Verification after shutdown* 8.5.4.1 Verification after shutdown*1.7 Temporary change of process controls* 8.5.6.1.1 Temporary change of process controls*TABLE 2 - PROCESS APPROACHAutomotive QMS Requirement Applicable Criteria2.1 Process application The organization shall define its productrealization system. Each process and sub-process shall be defined. Each defined processshall be implemented and controlled including theinteractions and linkages between processes.The processes shall be monitored foreffectiveness.Note – Suppliers may refer to ISO 9001:2015Section 0.3 for further guidance on the processapproach.TABLE 3 - PERFORMANCEAutomotive QMS Requirement Applicable IATF 16949:2016 Section(s)3.1 Customer satisfaction 9.1.2.1 Customer satisfaction – supplemental3.2 Incoming product conformity to requirements 8.6.4 Verification and acceptance of conformity ofexternally provided products and services3.3 Supplier monitoring 8.4.2.4 Supplier monitoring3.4 Problem solving and root cause analysis 10.2.3 Problem solving10.2.4 Error-proofing*10.2.5 Warranty management systems*10.2.6 Customer complaints and field failure testanalysis**Requirement is new for IATF 16949© AIAG, © ANFIA, © FIEV, © SMMT, © VDA – 2016 – All rights reserved 2TABLE 4 – INTERNAL AUDITINGAutomotive QMS Requirement Applicable IATF 16949:2016 Section(s) 4.1 Quality management system audit 9.2.2.2 Quality management system audit –except:organization shall audit to verify compliance withMAQMSR, 2nd Ed.4.2 Manufacturing process audit 9.2.2.3 Manufacturing process audit4.3 Product audit 9.2.2.4 Product audit4.4 Internal audit plans 9.2.2.1 Internal audit programme4.5 Internal auditor qualification 7.2.3 Internal auditor competency, except:requirement for documented process may bewaived if audits are conducted under theguidance of a qualified customer second-party auditorscope of auditor competency limited to ISO9001:2015 and MAQMSRTABLE 5 - CONTROL OF NON-CONFORMING PRODUCTAutomotive QMS Requirement Applicable IATF 16949:2016 Section(s) 5.1 Control of nonconforming product 8.7.1.2 Control of nonconforming product –customer specified process*8.7.1.3 Control of suspect product5.2 Control of reworked product 8.7.1.4 Control of reworked product8.7.1.5 Control of repaired product*5.3 Customer information 8.7.1.6 Customer notification5.4 Customer waiver 8.7.1.1 Customer authorization for concessionTABLE 6 – PART APPROVALAutomotive QMS Requirement Applicable IATF 16949:2016 Section(s) 6.1 Product approval process 8.3.4.4 Product approval process6.2 Engineering specifications7.5.3.2.2 Engineering specifications8.4.2.2 Statutory and regulatory requirements*8.4.2.3.1 Automotive product-related software orautomotive products with embedded software* 6.3 Monitoring and measurement of 9.1.1.1 Monitoring and measurement of manufacturing processes manufacturing processes6.4 Measurement system analysis7.1.5.1.1 Measurement system analysis6.5 Calibration/verification records7.1.5.2.1 Calibration/verification records6.6 Change control and change control notification 8.5.6.1 Control of changes - supplemental*Requirement is new for IATF 16949。
IATF16949体系审核验证报告
Follow-up Activity Report跟踪验证报告1. Objectives目的The objective of this follow-up activity is to follow the IATF16949 de-certification process as per rules 5th edition, see section 8.本次跟踪活动的目的是为了符合IATF16949 审核规则第5版第8条中规定的认证退出流程。
Client responsibility客户职责SGS shall require the client to submit, within a maximum of sixty (60) calendar days from the closing meeting of the site audit, evidence of the following;SGS 应要求客户现场审核末次会议后最迟60个日历天内提交以下证据a) Implemented correction, 已实施的纠正b) Root cause, including methodology used, analysis, and results根本原因分析, 包括使用的方法,分析和结果c) Implemented systemic corrective actions to eliminate each nonconformity, including considerationof the impact to other similar processes and products已实施的为消除每个不符合项所采取的系统性的纠正措施,包括考虑了对其他类似过程和产品的影响d) Verification of effectiveness of implemented corrective actions对纠正措施有效性的验证For Major nonconformities 对于严重不符合项The certified client shall determine root cause & implement corrections (containment) & submit to the auditor within 15 calendar days from the end of the site audit.认证客户应该在现场审核结束日起15个日历天内确定根本原因，实施纠正行动，并提交给审核员。
新编剑桥商务英语unit12
2. Listen to a news programme about the problem in Ex1. A journalist has prepared notes on the case. Write in the missing words.
Galacall announced that it may take legal proceedings over a series of (1)_T_V__co_m_m__e_rc_i_al_s run by its rival Frontline. It may sue the company over its use of the colour purple on (2)_T_-_s_h_ir_t_s____ worn by sales staff. This is a similar case to that of Orange and easyMobile and the argument over the use of the colour (3)__o_r_an_g_e____ in both companies’ trademarks. Another example is when BP took out litigation against an Irish (4) _p_e_t_ro_l_c_o_m_p_a_n_y_ over its petrol stations and the fact they wanted to paint them (5) __g_r_e_e_n_. As well as colour, a company trademark can have the rights over the (6) ___s_h_a_pe____ of a logo or brand. Galacall will win in court if the prosecution can prove their (7)__b_u_si_n_es_s_ is damaged by confusing (8)_c_o_lo_u_r_s___.
IATF16949体系审核验证报告
Follow-up Activity Report跟踪验证报告1. Objectives目的The objective of this follow-up activity is to follow the IATF16949 de-certification process as per rules 5th edition, see section 8.本次跟踪活动的目的是为了符合IATF16949 审核规则第5版第8条中规定的认证退出流程。
Client responsibility客户职责SGS shall require the client to submit, within a maximum of sixty (60) calendar days from the closing meeting of the site audit, evidence of the following;SGS 应要求客户现场审核末次会议后最迟60个日历天内提交以下证据a) Implemented correction, 已实施的纠正b) Root cause, including methodology used, analysis, and results根本原因分析, 包括使用的方法,分析和结果c) Implemented systemic corrective actions to eliminate each nonconformity, including considerationof the impact to other similar processes and products已实施的为消除每个不符合项所采取的系统性的纠正措施,包括考虑了对其他类似过程和产品的影响d) Verification of effectiveness of implemented corrective actions对纠正措施有效性的验证For Major nonconformities 对于严重不符合项The certified client shall determine root cause & implement corrections (containment) & submit to the auditor within 15 calendar days from the end of the site audit.认证客户应该在现场审核结束日起15个日历天内确定根本原因，实施纠正行动，并提交给审核员。
问题解决(problem solving)
第20页
1. 按照决策模型的步骤，应用简易性\有效性矩阵解决案例问题：10分钟
2. 各组汇报最终解决方案（单个或多个）：5分钟 3. 其他组对汇报组现场反馈：5分钟
C
21
课程安排
概述 界定问题 问题根源分析 解决方案制定 跟踪、评估问题解决状态
– 工具介绍
– 工具演练
第21页
总结与寄语
22
评估问题解决的工具
第22页
工具演练
评估 工具
检查表
图示 工具
排列图 趋势图
23
案例分析
第23页
工具演练
继续讨论案例，选择合适的工具评估课程案例中的解决方案
活动要求：15分钟
1、小组讨论，并使用所选工具对问题解决状态进行评估和跟进：10分钟
2、小组派代表分享评估结果：5分钟
C
24
课程安排
概述 界定问题 问题根源分析 解决方案制定 跟踪、评估问题解决状态
Process Check to find the defect
Gather the defect and analyze the raw cause
Switchgear FPY
350 300 250 200 150 100 50 5.7% 141 15.0% 80 5.4% 17 112 9.3% 31 6 Jul FPY-Monthly Aug 12 May Total Panel Qty 333 50.0% 45.0% 40.0% 35.0% 30.0% 25.0% 20.0% 15.0%
2+2=?
第8页
需要研究解决的疑难和矛盾
下雨天，没有雨伞怎么回家？
现状与目标的差距
广东省自学考试《商务英语》(课程代码：00796)课程考试
附件3广东省自学考试《商务英语》（课程代码：00796）课程考试大纲目录一、课程性质与设置目的二、课程内容和考核目标第1章个人信息及职业信息1.1 World of work 工作种种1.2 Personal and professional details 个人信息及职业信息第2章工作安排2.1 Work in progress 工作进展2.2 Making arrangements工作安排第3章公司简介及业绩3.1 Company biography 公司简介3.2 Company performance 公司业绩第4章国际企业4.1 International business国际企业4.2 Business communications 商业联系第5章职业选择及计划5.1 Career choices职业选择5.2 Achievements and plans 业务成果与计划第6章商业旅行及安排6.1 Business travel 商业旅行6.2 Travel arrangements 旅行安排第7章产品与服务7.1 Products and services产品和服务7.2 Orders and contracts订单及合同第8章生产过程8.1 Manufacturing processes生产过程8.2 Problems and solutions问题及解决方案第9章未来9.1 The future未来9.2 Meetings会议第10章职业发展10.1 Career development职业发展10.2 Organizing a conference组织会议第11章健康与安全11.1 Health and safety健康及安全11.2 Reporting accidents事故报告第12章就业市场12.1 The job market就业市场12.2 Job applications 工作申请三、关于大纲的说明与考核实施要求附录：题型举例一、课程性质与设置目的(一)课程的性质与特点《商务英语》是广东省高等教育自学考试中英合作商务管理专业与金融管理专业的必修课。
在高中英语课堂尝试“problem―solving”教学模式-精选教育文档
在高中英语课堂尝试“problem―solving”教学模式一、在高中英语课堂尝试“problem-solving”教学模式的理论依据“pr oblem-solving”教学理论是从建构主义学习理论演变而来的。
以建构主义教学理论为指导思想，形成基于问题解决能力培养的教学模式是新课程背景下提倡的教学模式。
在课堂上通过设置复杂的有意义的问题情境，让学生通过合作学习来解决问题，培养解决问题的技能，进而培养自主学习的能力。
探究学习理论下的探究式教学是对“问题解决”教学模式的最好应用，探究式教学强调教师要创建一个以“学生为中心”的学习环境，让学生通过探索来发现与解决问题。
它既重视结果又强调知识获得的过程，既注重建构又强调应用，整个过程中突出以学生为中心，因而特别有利于素质教育、创新教育的有效实施。
二、“problem-solving”教学模式的流程与结构“三、在课堂中尝试“problem-solving” 教学模式课堂实例基于以上知识，笔者在高中英语reading课上尝试使用“problem-solving”教学模式，发现能较好地调动学生学习英语的积极性，提高其阅读的能力。
下面就一个课堂实例来说明“problem-solving”教学模式的具体实施步骤：（一）创设问题情境在教授新课文前，教师先布置预习问题给学生。
例如在教授教材人教版Model2unit3computers一课时，我给学生布置了三个问题让他们思考：What is the history of the computer？What can the computer be used for？What is the computer like in the future？学生带着问题去预习，有一定的目的性。
同时，这些问题又是学生感兴趣和喜欢的，因此可以无形地带动学生向我所设计的教学目标靠拢。
（二）引导问题探究先让学生带着任务看与电脑有关的图片，而后教师讲解，使学生具有解决问题的基本能力，为其解决问题奠定基础。
10.2.3 问题解决-IATF16949条款解读
10 改进10.2不符合纠正措施10.2.3问题解决组织应有形成文件的问题解决过程，包括：a）用于各种类型和规模的问题（如：新产品开发、当前制造问题、适用现场失效、审核发现）的明确方法；b）控制不符合输出所必要的遏制、临时措施及相关活动（见ISO 9001 第8.7条）；c）根本原因分析、采用的方法、分析及结果；d）系统性纠正措施的实施，包括考虑对相似过程和产品的影响；e）对已实施纠正措施有效性的验证；f）对适当形成文件的信息（如：PFMEA、控制计划）的评审，必要时进行更新。
若顾客对问题解决有特别规定的过程、工具或系统，组织应采用这些过程、工具或系统，除非顾客另行批准。
10 Improvement10. 2 Nonconformity and corrective action10.2.3 Problem solvingThe organization shall have a documented process(es）forproblem solving including:a）defined approaches for various types and scale of problems（e.g.，new product development, currentmanufacturing issues，field failures，audit findings）；b）containment，interim actions，and related activities necessary for control of nonconforming outputs（see ISO 9001，Section 8.7）；c）root cause analysis，methodology used，analysis，and results；d）implementation of systemic corrective actions，including consideration of the impact on similar processes and products；e）verification of the effectiveness of implemented corrective actions；f）reviewing and，where necessary，updating the appropriate documented information（e.g.，PFMEA，control plan）.a)Where the customer has specific prescribed processes,tools, or systems for problem solving, the organizationshall use those processes, tools, or systems unlessotherwise approved by the customer.（1）在制订改善对策时，要用客户指定的方法，如8D、5WHY 等。
问题分析与解决(Problem Solving Process)
問題分析與解決 Problem Solving Process
• 決策評估*
對策
效益性
掌握性 困難性 成本 合計 說明
© 2006 Amkor Technology, Inc.
Amkor Proprietary Business Information
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問題分析與解決 Problem Solving Process
• 原因分析與決策評估*
問題 一次因 二次因
對策
效益性 掌握性 困難性 成本 合計 順序
油墨未沾附
油墨乾硬
添加稀釋劑 使用黏度卡確認
10 5
6
5
1 8 24 5 5 8 24 5
膠體表面光滑
調整氫氧焰 Compound材質調整
10 5
8
50% 40%
15
30%
10
20%
5
10%
0
0%
漏印 斷字 偏移 重疊 錯方向 烤焦 其他
© 2006 Amkor Technology, Inc.
Amkor Proprietary Business Information
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10/05/2006,Harry Hsieh
問題分析與解決 Problem Solving Process
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© 2006 Amkor Technology, Inc.
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15
10/05/2006,Harry Hsieh
問題分析與解決 Problem Solving Process
英语作文problem solving
Problem Solving: A Crucial Skill for SuccessIn the intricate maze of life, problem-solving standsas a cornerstone skill, essential for navigating challenges and attaining success. It is a multifaceted process that requires critical thinking, creative thinking, and theability to adapt to changing circumstances. Whether facing academic challenges, professional obstacles, or personal difficulties, effective problem-solving skills are invaluable.The first step in problem-solving is defining the issue. It involves pinpointing the specific nature of the problem and understanding its context. This clarification iscrucial as it sets the foundation for developingappropriate solutions. For instance, in an academic setting, a student might identify a lack of comprehension in a particular subject as the root of their problem. In a professional environment, an employee might recognize a workflow inefficiency as the source of their struggles.Once the problem is defined, the next step is to gather information. This involves conducting research, seeking advice, and analyzing relevant data. The more informationone has about the problem, the better equipped they are to find effective solutions. In the academic example, the student might consult textbooks, attend tutorials, or discuss the topic with peers and mentors. In the professional scenario, the employee might review past projects, speak with colleagues, or study industry best practices.With a solid understanding of the problem and ample information, the next phase is brainstorming. This involves generating ideas and considering various approaches to solving the problem. It is important to approach brainstorming with an open mind, embracing both traditional and unconventional solutions. The academic student mighttry different study techniques or seek alternative resources. The professional might propose changes to the workflow or experiment with new tools and technologies.After brainstorming, it's time to evaluate and select the most promising solutions. This involves critically analyzing each idea, considering its feasibility, potential impact, and long-term sustainability. It's essential to be realistic and practical in this stage, ensuring that thechosen solution is not only effective but also achievable. In the academic context, the student might settle on a combination of study strategies that best suit their learning style. In the professional setting, the employee might implement a series of workflow improvements that are both practical and beneficial.Finally, implementation and follow-up are crucial. This involves putting the chosen solution into action and monitoring its progress. It's important to be flexible and willing to adjust the solution as needed, based on feedback and results. In the academic example, the student might apply their new study techniques and adjust them as they see improvements or encounter challenges. In the professional example, the employee might implement the workflow changes and continue to refine them based on team feedback and overall performance.In conclusion, problem-solving is a fundamental skill that can significantly enhance one's ability to overcome challenges and achieve success. It requires a systematic approach, involving problem definition, information gathering, brainstorming, solution evaluation, andimplementation. By honing these skills, individuals can navigate the complexities of life with greater confidence and effectiveness.**解决问题：成功的关键技能**在生活的复杂迷宫中，解决问题是一项基础技能，对于应对挑战和实现成功至关重要。
Problem Solving问题处理方法
培训主要章节
• PSP基本介绍 • 清晰定义问题 • 追寻根本原因 (Root Cause) • 制定实施对策 • 跟踪对策、维持效果
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“All the problems of the world could be settled if
people were only willing to think. The trouble is that people very often resort to all sorts of devices in order not to think, because thinking is such hard work.” ——Thomas J. Watson, Sr.
对策不能弥合差距
.对策被测试和评估，结果在Gemba量测
对策不能持续
作为PSP的一部分，可持续的对策流程被清晰定义
领导缺乏教学和启 发
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每一步都明确定义领导提问和教练方法
PSP期望
> 领导
> 驱动和鼓励每个成员在日常活动中使用 PSP 对重大问题承担责任 下达问题到适当的层面 1对1的带教 PSP > 培训后成果展开(Process Check-in) > 以团队的方式应用PSP > 与经理一起建立共识，接受任务，确 7 认进展 > 在课程评估中展现能力，取得好成绩
WHO HOW FAR
Exercise 1
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HOW HOW Much When WHO
PD Critical Thinking Process
Action Plຫໍສະໝຸດ nRCCM角色扮演：我们公司发生过这样的事情吗？
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Sales: Our Sales numbers are low. Our sales team is losing business to our competitor. They have a much more advantaged product. 销售：我们的销售额下降了。由于竞争对手上市了更优质的产品，抢走了我们的业务 Product Development: Yes, I know, I‟ve received at least 3 calls this month from sales reps who are losing business to the competition. 研发：知道了。关于此事，这个月销售代表已经来过3个电话了 Sales: We need to do something about this. Can we develop a faster, cheaper product? 销售：需要采取行动。我们能够研发出成本更低、生产更快的产品吗？ Product Development: Hold on now, let me do a bit of research to verify if their product actually is faster and cheaper than ours. I‟ll get one of their units and have our team of engineers test it. This is no easy task, it will take about a month. 研发：采取行动前，我得调查一下他们的产品确实比我们的产品更便宜、更好。先让工程师测试竞 争对手的产品。该项测试有一定难度，需要一个月才能出结果 Sales: If we get a faster, cheaper product, our sales will increase drastically. 销售：如果有成本更低、生产更快的产品，我们的销售额将迅速增长
问题解决ProblemSolving中文版
-- Evaluate trends 评价趋势
-- Determine improvement focus确定改进的焦点 Basic Tools: 基本工具 -- Run charts图表 -- Check sheet检点表 -- Histogram柱状图 -- Brainstorming & Teamwork头脑风暴和团队合作
Basic Tools基本工具: --Brainstorming & Teamwork头脑风暴和 团队合作
-- Manage By Fact Story Board管理因素告示板
9 -- Work Instructions 10 & Procedures工作指示说明和
Step 8: Recognize Successes公布成功结果
析法减少原因，降低误差状态 Basic Tools:基本工具 -- Pareto Charting排列图
-- Fish Bone Diagram鱼骨图 -- Check sheets检点表
-- Brainstorming & Teamwork 头脑风暴和团队合作
6 -- Nominal Group Technique 名义上的团体技术 7
Step 7: Standardize Improvements标准改进
Objective目标: Make sure the improvements are properly controlled and sustained over time确定改进受到控 制，并且不断维持着
Key Tasks关键任务:-- List steps taken to control each individual countermeasure列出控制每个对策的步 骤 -- Document new methods, equipment or processes in the quality system质量系统中新方法 新设备新工艺要成文。
PROBLEMSOLVING工具书（全文）
PROBLEMSOLVING工具书（全文）序言在公司中,每位员工和团队是通过合理的途径,运用合理的方法和工具来推动其工作的.团队工作通常基于会议.各种不同类型的会议…-交换信息-交流知识-交换想法，意见，假想以及进行商谈-做决定在解决问题的过程中将一次或多次地运用以上方式.在这本手册中,我们对具体的明确问题和解决问题的过程不予详细解释. (PROBLEM-SOLVING)这本小册子的目的是用一种较直接的方式来描述一些基本的工具(大约是六十种中的十四种),而这十四种方式又能充分有效地解决公司中现有的各种问题的90％。
第一章怎样更有效地取得结果的几种途径(PROBLEM-SOLVING.)1解决问题这是从一种不理想的情况A向一种令人满意的情况Ｂ转换的过程。
2定义问题可以被定义为：不理想状况A与理想状况B之间存在的差异。
问题：定义定义;如果某个人或团队发现了某个状况和预期有差别，那么这里就发生了问题。
这个发现也意味着需要作出决定：有些事必须要做了！3推进过程的主要原则某一进程更为有效取得结果的主要原则和关键阶段是：当面临任何‘问题’时，建议采纳以下的原则：q首先要观察,这是第一步，也是最首要的。
在现场收集 :- 事实,一些迹象造成不理想的状况，期望，愿望，需求或障碍等...- 信息，意见，看法，根据，数据，图表等 ...q然后去理解这是执行一个程序，它建立在观察结果的基础上，由以下几点构成：- 跟踪原因- 明确最可能的原因，-展示（如果可以通过经验达到）这些原因是可以确认的。
q最后, 采取行动,这是寻找一种途径来响应以上的不理想的状况，期望，愿望等，也就是说找到方案对确认的原因采取行动。
4PROBLEM-SOLVING.的描述针对过程中的不同逻辑阶段，遵循基本原则来更有效的定义和解决问题。
定义问题和解决问题的步骤紧急情况-- 是什么造成了该问题，或触发了它，不管是故意的或是其它原因。
需求-- 不满意的根本原因，期望等。
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Email writing Introduction
Why are good business writing skills portant? • Customers see your writing more than they see you. • Good writing skills show that you really care. • Good writing skills contribute more forcefully to arguments/persuasion/selling. • Good writing skills reduce risk of losing a customer or damaging a customer relationship, and foster good relationships with colleagues.
般若黑洞 C&C
PowerPoint Template
/paratop
10.2 Solving problems
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Warming up Principles of solving a problem Case study 1---listening
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Case study 2 – More Principles
10.2 problem solving(2)
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Reviewing Reading & Listening Writing---Email
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Reading & Listening
1. What are the main problems that a new manager will face ? 2. How to solve those problems? 3. If someone has decided the management is their next career goal, what should he do?
Layout of Emails
Subject of email Opening and closing greetings Beginning sentence The main message Ending
Subject of email
What’s the problem with the following subjects? Subject: [Blank] Subject: “Important! Read Immediately!!” Subject: “Simple question.” Subject: “Follow-up about last Friday” Subject: “That file you requested.”
Principles of solving a series of problems
• Prioritize problems • Focus on problems over which you can control • Follow the step-by-step approach. • Break the problem down so you can deal with one aspect at one time. • Use a team approach when necessary.
What is a Good Business Email?
Keep emails short and to the point. It's okay Professional to be friendly, but try not to go on and on. 商业邮件不是电子情书,应明确点明你的来 Concise & Clear 意,客套话能省即省。 meaningful Effective & reasonable Keep relationship 如果是回信，就得越快越好。即使你不能立刻答复发件人，你至少让 他们知道你已收到并阅读了邮件。通常情况下，如果在邮件发出后的 24小时内回复，发件人知道你已收到邮件，也很注意礼节，就会更耐 心的等待答复。
Follow-up about last Friday telephone conference That file about No.4567 manufacturing indication you requested
主题明确才能保证收件人重视该邮件。
Subject of email
For example:
I. Warming –up
• Have you ever met some problems in your life or school? What are they?
• How did you solve the problems?
II. Principles of solving problems
Words list
• • • • • • • • • • • Career progression n. 职位提升 Presumably adv. 大概，可能 Take on v. 接管，承担 In charge of v. 主管 immediate boss 直属上司 Dynamics n. 动态 move up 提升，晋升 Moan n. 抱怨 come your way 意外落在…头上 In a position to do sth 有权利做某事 Try out v. 试用，测试，实验 Cynical adj. 愤世嫉俗的 Get on v. 进步，进展 Hands-on adj. 亲身实践的
1. If you are the manager, how to solve the problem? 2. Summarize the flow chart of solving problem.
How to solve the problem?
What’s the problem
Possible solutions Pros and cons The best solution
Reading & Listening
1. What are the main problems that a new manager will face ?
The management position means changing how you work, how you think and the way you judge your own success. You will be in charge of the people who were once your workmates. Hard to please everyone all of time. There is no chance of complaining the company. There is no hands-on work any more.
1. The printer is out of ink . 2. The flight of a foreign client advances. You need to leave to the airport an hour later(in the moring). 3. You forget to copy the PPT for this afternoon’s meeting (important) 4. You need to reply an important client’s email before the evening. 5. The new office furniture has arrived but it doesn’t fit together. You don’t know if it’s the fault of the designer or the manufacturer. You need the
Reading & Listening
3. If someone has decided the management is their next career goal, what should he do? Go and tell your line manager that you want to move up Attend course or training that come your way. Listen to your previous boss’s advice but don’t always clone.
Reading & Listening
2. How to solve those problems? Accept your relationship with your old colleagues. Agree with the values and direction of the company. Adapt yourself to the new position as soon as possible.(Learn to delegate, coach, build relations and monitor performance)
• • • • Think---understand the problem (4 w) Plan--- offer some possible solutions Do---carry out the plan Review--- Look back on your work for future problems
Words list
• • • • • • • • • • • Career progression n. 职位提升 Presumably adv. 大概，可能 Take on v. 接管，承担 In charge of v. 主管 immediate boss 直属上司 Dynamics n. 动态 move up 提升，晋升 Moan n. 抱怨 come your way 意外落在…头上 In a position to do sth 有权利做某事 Try out v. 试用，测试，实验 Cynical adj. 愤世嫉俗的 Get on v. 进步，进展 Hands-on adj. 亲身实践的