Professional Documents
Culture Documents
Approach
Present Level
Problem Solver Types
Which Type are you ?
Type 1: The self-negating type
Convince themselves that they cannot
solve the problem because of lack of
talent and self-confidence
“The person who has never failed is
the person who has never tried”
Problem-Solver Types ..cont.
Type 2: The “someone-else’s-fault” type
Always blame others without self-reflection
Always perform observers’ role
Type 3 : The “ostrich” type
Think that the existing situation cannot be
improved
Must realize that they are surrounded by a sea of
problems, and they must cultivate a burning desire
to solve them
Problem-Solver Types ..cont.
Type 4: The problem-solving type
Act with a specific objective in mind
Actively seek out problems to tackle
Are flexible in their thinking when drawing
up plans for problem-solving
Types of Problem
TYPE C: simple problems, simple causes.
Action needed is simple
TYPE B: requiring high level of technology.
Causes identified, but do not know how to
solve
TYPE D: action to solve is known, but do not
understand the causes
TYPE A: neither causes nor
countermeasures are known
The Four Types of Problems
Not Known Known B A
Countermeasures
C D
Simple problems Problems requiring
care
C D
Simple problems
The problems of this type Problems requiring
cannot be solved without care
using QC tools and pooling
the talents and abilities of
Known Not known
the group following the QC
Problem Solving Approach Causes
Creating a Strong Workplace
A strong workplace is one that recognizes
problems and can take steps to solve them
Creating a Strong Workplace
In spite of difficulties faced, we must
continue to think of ways to solve problems
rather than reasons why they cannot be
solved
To survive in the coming times, we must not
merely accumulate fragmentary knowledge
but must constantly develop our own
personal abilities and confront new and ever
more difficult problems without being
hidebound by traditional concepts
The QC Problem-Solving
Approach
The QC problem solving approach is a method of solving
problems rationally, scientifically, efficiently and effectively
using QC view point, the QC 7-Step Formula and the QC
tools
Problem Solving
1. QC Viewpoint
Rationally
Scientifically
2. QC 7-Step Formula
Efficiently
Effectively 3. QC Tools
“Quality First”
The fundamental aim of quality management is to develop, manufacture and sell goods and
services that satisfy customers and are acceptable to society. The “market in” philosophy is
essential for this .
The “market in” philosophy means placing oneself in the user’s shoes and manufacturing
goods and services that meet market needs. This contrasts with the “product out”
philosophy, a manufacturer-centered approach that consists of forcing onto the market
goods and services produced for the manufacturer’s benefit.
Keys to Consumer Orientation
Identify market wants and needs, and plan and
develop goods and services that meet them.
Strengthen and enhance the quality assurance
system, design and manufacture products from the
user’s standpoint, and produce defect free products.
Provide an effective after sales service, deal with
complaints promptly, and use the information
obtained to prevent any recurrence.
CS
The Next Process is Your
Customer
“The next process is your customer” means thinking of the recipient (the next
process) of the goods or the services produced in one’s own process as a
customer and passing on to them only defect free products or services. To
achieve this, each person must achieve his or her assigned duties properly
before handing over to the person in-charge of the next process.
Companies operate by parceling out their work among large number of people. This is
because they adhere to the basic principle that specialization - that is, putting people in -
charge of particular jobs or work areas- leads to fewer errors and enables job-related
techniques and skills to be accumulated.
Since our own process’s output is the next process’s input, the work we do must keep the
people in all the processes downstream of ours, not just the next one, happy and satisfied. In
other words, the idea that next process is customer is important.
Keys to “Next Process…”
Always think and act from the
standpoint of the next process.
Understand the role of your own
process as well.
Establish good communication with
previous and subsequent processes.
Keys to “Next Process…”
Understand the next process well.
Exchange accurate information through
feedback and feed-forward.
Set clear acceptance / rejection
standards.
Perform rigorous autonomous
inspection.
CS
The PDCA Wheel
CS
Management by Facts
CS
Dispersion Control
CS
Recurrence Prevention
Chart
Standardization