Please indicate the source for the original reprint of Yunzhi QMS
Author: Wang Hongshi
Introduction A small quality problem can trigger the butterfly effect
In our daily life, we encounter all kinds of problems every day, and we feel happy, angry, sad and happy with them. Enterprises are no exception. Even with a good management system and very high-quality employees, some mistakes and problems will still appear quietly, and it is difficult to detect them in advance. If you don't pay attention, these problems may cause a butterfly effect, leading to damage to the company's reputation, heavy fines by customers or the government, product recalls, property losses, etc., and may even lead to bankruptcy.
Just like Zhang Xiaoquan's "cutting the garlic and breaking the knife" incident, it was not a big deal at first, but the subsequent development far exceeded Zhang Xiaoquan's expectations.
Continuous improvement is the eternal theme of the enterprise. As an enterprise manager, ranging from the general manager or department manager to the small workshop supervisor, or even the monitor and line leader, every day is spent in the struggle with problems. It could be even worse for small and medium-sized business owners, who face a daily mess to put out fires.
Whether facing simple or complex problems, how to let employees solve problems in an orderly manner? How to avoid running around like a headless chicken?
The reality facing the bosses and managers of small and medium-sized enterprises is: Where is the key to solving the problem?
what is the problem
What we usually call a problem, in simple terms, is the gap between the current state of things and the ideal state . This can be understood from three aspects:
1) Anything that deviates from the standard;
2) the gap between the actual situation and the expected situation;
3) Unmet customer needs.
Problem solving is the "bridge" that bridges the gap between the current state and the desired state.
Most problem-solving approaches follow a common pattern, starting with defining the problem, moving on to considering potential solutions, and finally selecting, validating, and implementing a selected solution.
Learn from the automotive industry
Let's take a look at Chapter 10 " Improvements " in IATF19649:2016 , especially adding the " 10.2.3 Problem Solving " clause as a supplementary clause on the basis of ISO9000:2015. The specific content is as follows (blue font):
The organization shall have a documented problem-solving process that includes:
a) a defined methodology for problems of all types and sizes (e.g. new product development, current manufacturing problems, field failures in use, audit findings);
b) Containment, interim measures and related activities necessary to control non-conforming output (see ISO 9001 clause 8.7);
c) root cause analysis, methods used, analysis and results;
d) implementation of systematic corrective actions, including consideration of the impact on similar processes and products;
e) verification of the effectiveness of implemented corrective actions;
f) review of appropriately documented information (e.g. PFMEA, control plan), updating as necessary. If the customer has specifically specified processes, tools or systems for problem solving, the organization shall use these processes, tools or systems unless otherwise approved by the customer.
Although 10.2.3 is only a requirement for the automotive industry, it is also very applicable to other industries.
At present, various domestic industries are following the automotive industry, learning advanced management concepts of the automotive industry, and improving the management level and competitiveness of enterprises through the implementation of quality tools such as APQP and FMEA.
Two of them can be fully referenced and implemented within the enterprise:
1) Documentation of problem solving: the problem solving process is written into the system file, so that there is "law to follow";
2) Standardization of problem solving: for problems of different types and scales, define standardized problem-solving paths;
The process of documenting and standardizing problem solving is the process of forming a set of structured (systematic) methods of problem solving suitable for the company, so that employees can follow the established routines when analyzing and solving problems.
Just like sales or customer service, each has its own set of speech skills, and how to deal with any situation is basically within the framework of the speech skills, so that even if the customer service receives a call of "breaking the knife", there will be no "slapping garlic" "The door is closed.
What is structured problem solving
When our customer suddenly called very angry: "What's wrong, something went wrong again, and the production line stopped." What is our reaction at this time?
The first reaction of the vast majority of quality managers or CQEs is: "Hurry up! Arrange people to pick at the customer's site immediately, and don't let the customer stop the line." Anti-containment is followed by cause-finding and improvement . The root cause is analyzed through tools such as 5Why, Fishbone, and FTA. This is actually on the track of structural problem solving.
Structured Problem Solving ( SPS , Structured Problem S loving) method is a systematic process-oriented method, a standardized way of thinking, and an important tool for talent training .
All kinds of structured problem-solving methods ( 8D, A3, DMAIC, etc.) follow the idea of PDCA, and through the standard thinking roadmap, people can identify problems and eliminate them in a clearer and more organized way. In this way, even in the face of very complex problems, it is easy to handle.
It is important to note that the solution to a structured problem is not the same as a decision.
Structured problem solving simply presents alternative solutions to a problem through a series of steps, and decision-making involves choosing which of the possible solutions to implement.
In addition, structured problem solving does not mean that thinking innovation is stifled.
It's like playing Go with a certain pattern at the beginning, and start with the most proficient and safe order. When the game reaches a certain level, you will seek innovation and change. In fact, the process of solving structured problems is the process of thinking innovation. For example, 5W2H can be used for convergent thinking to describe problems, and quality tools such as Fishbone and brainstorming can be used for divergent thinking to generate creative ideas, etc.
Why apply a structured approach to problem solving
A Comparison of Unstructured and Structured Problem Solving Approaches
When an unstructured approach is used to solve a problem, often times the problem is not well understood and the solution put in place addresses the symptoms rather than the root cause.
Taking a structured approach to problem solving ensures that the team fully understands the problem and works holistically to find a solution.
Another disadvantage of an unstructured approach is that it is easy to hit a bottleneck and retreat if the problem cannot be solved, or the solution cannot be implemented for various other reasons.
A structured problem-solving approach helps ensure that within a given time frame, the team methodically identifies the root cause and then takes the appropriate steps to fix the right problem.
Of course, the complexity of the problem is not the same, and the difficulty of solving it is not the same. Even if the structured problem-solving method is used, it depends on the team's problem-solving skills.
Benefits of Structured Problem Solving
Structured problem solving is widely used in many fields. Some people use it to control alcoholism, drug abuse and even depression treatment, and it is said that they have achieved very good results.
The same is true for enterprises, which often get "sick". It is a sad thing that the managers of enterprises often find that the problems that are considered to be resolved, but continue to reappear in the following days, usually at the most inappropriate time, even when they happen to be audited by customers. thing.
With a structured problem-solving approach, the entire team focuses on the problem and the solution. This minimizes opportunism and intrigue, and puts your feet on the ground to solve the problem and avoid its recurrence. At the same time, team members use the same common "language" to communicate, which improves communication efficiency.
Applying a structured problem-solving approach across the supply chain keeps suppliers, customers, and internals on one platform of communication. If there is digital quality management software, the data and processes of the three can be connected, which also reflects the trend of digitalization.
Structured problem solving can help companies gain benefits in many ways, including but not limited to:
- Systematic review of issues, everyone follows the rules to ensure consistency;
- Process-oriented and strictly structured to avoid confusion and speculation;
- Based on data and facts, to ensure the objectivity of the reasons;
- Help team members reach consensus and avoid differentiation;
- It is easy to make a decision, and it is more reasonable to choose a solution;
- Eliminate communication barriers and improve efficiency;
- Improve customer and employee satisfaction;
- Get more customer orders;
- Reduce costs and increase revenue;
- Identify process bottlenecks;
- save resources;
- improve quality;
- reduce risk;
- increase income;
- Cultivate talents;
Postscript Use your own key to solve quality problems
According to the Quality 2020 report, published by AIAG in partnership with Deloitte, "OEMs and suppliers say problem solving is important because it affects the organization's ability to manage, monitor, and respond to quality-related incidents; their ability to implement operational efficiencies; and brand and customer relationships." Additionally, 95 percent of respondents "believed that closing the problem resolution gap would have a moderate to very high impact on quality."
The world's top 500 and those large groups are all using structured problem-solving methods. If small and medium-sized enterprises want to compete with other companies at a higher level and obtain a better space for survival and development, establishing a structured problem-solving method is an important part of it.
Through structured problem-solving methods, continuously narrow the gap in problem-solving, narrow the gap with competitors, and improve the moat of enterprise quality management.
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