課程：Solving Problems: Framing the Problem
各種問題在工作或生活中隨處可見，那么如何解決呢？是否有一定的方法論呢。本節(jié)課通過四個(gè)方面來幫助大家構(gòu)建問題，并提出問題的解決途徑。
1. 鑒別利益相關(guān)方Identifying the Stakeholders
The first step in solving a problem is to understand the scope – and its likely impact. You need to understand who is affected by the problem and who can do something about it. These are the stakeholders, and you begin by talking to them. i.e. sponsors, persuaders, the people upstream/downstream.
2. 搜集利益相關(guān)方輸入Getting Stakeholder Input
You'll see the big picture – the whole problem - not just what you can see from your own perspective, by Surveying stakeholders. But "What is the best way to get stakeholder buy in?"
First, ask questions about what is - and what isn't - working. For example, "what's going wrong?" "What's your biggest headache?" "If you were to start over, what would you change?" You also want to get an idea of what stakeholders see as the ideal state. Ask them, "What would things look like in a perfect world?"
Last, "What else?" is another great question.
3. 確認(rèn)組織問題Investigating Organizational Problems
When you start looking for the cause of a problem, ?A good starting point is to be aware of the common types and sources of problems at various levels in the organization, i.e. three categories: organizational level, departmental level, and individual level.
4. 采用科學(xué)方法去識(shí)別原因Using Techniques to Uncover Causes
There are several techniques you can use when you need to get to the root cause of a problem. Here we look at two: the 5 Whys and the fishbone diagram.
5WHY是個(gè)非常簡單有效的方法，就是通過一層一層的問WHY直到找到最終的核心原因。這里有個(gè)視頻大家看了就明白了https://www.youtube.com/watch?v=B-M3YlA2KDg&feature=youtu.be
魚骨圖是可視化的方法，通過層層分解問題最終得到答案。腦圖其實(shí)也是類似的方法，包括麥肯錫的金字塔法則核心都是一樣的。這里面比較好的系統(tǒng)化的是金字塔法則，每一個(gè)子項(xiàng)都要符合MECE原則（說白了就是不重疊不遺漏）。
