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Qualite qqoqccp

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Qualite qqoqccp

  1. 1. Qualité : Les outils des méthodes de résolution de problèmes Mise à jour du 27 mars 2012 Le QQOQCP La version à jour de ce cours est disponible ici : QQOQCP et formulation de problèmeCours distribué sous licence Creative Commons,selon les conditions suivantes :Source BACHELET – Ecole Centraleen cliquant sur l’imageRémi des images indiquées au-dessous ou de Lille mars 12 Utilisation ou copie interdites sans citation 1
  2. 2. Comment utiliser ce cours : 1. Mettre les diapos en format plein écran en cliquant sur 2. Faire défiler l’animation en cliquant sur les diapositives (attention : cliquer sur une image ou un lien ouvre la page web correspondante)Rémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 2
  3. 3. Origine • Du latin : « Quis, Quid, Ubi, Quibus auxiliis, Cur, Quomodo, Quando ». • Aussi appelée « Hexamètre mnémotechnique de Quintilien1 ». – Cet hexamètre était une figure de rhétorique permettant de déterminer les circonstances de la personne résumant linstruction criminelle – utilisé principalement dans la préparation de rapports (de journalistes, denquêteurs, etc.) et la gestion de projet. • Version anglaise : Five Ws. – * Who? * What? * When? * Where? * Why? * How?Rémi BACHELET – 1/ quoiqu’il ait été probablement introduit par Hermagoras de Temnos mars 12 source Utilisation ou copie interdites sans citation 3
  4. 4. En français Lettre Question Exemples Responsable, acteur, Q De qui, Avec qui... sujet... Q Quoi, Avec quoi... Outil, objet, résultat... O Où Lieu, service... Q Quand, tous les quand... Date, périodicité, durée... Comment, par quel Procédure, technique, C procédé... action... P Pourquoi Justification, raison dêtre sourceRémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 4
  5. 5. Un « C » en plus ? • Combien ? C Combien Quantités, budget... • Speak with data !Rémi BACHELET – Ecole Centrale de Lille mars 12 Utilisation ou copie interdites sans citation 5
  6. 6. Bien poser le sujet du QQOQCP • Selon que l’on souhaite : – s’accorder sur un problème à traiter – définir le périmètre et objectif d’un projet à lancer – poser un diagnostic …on interprétera différemment les 7 questions • Autre formule mnémotechnique : – CQQCOQP • Voir aussi – les « 5 pourquoi »Rémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 6
  7. 7. Questions ?Rémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 7
  8. 8. Un exemple de QQOQCP (1/2) • Qui ? (=qui est concerné par le problème) – Distrimax = les chauffeurs, les services 1/de préparation des commandes, 2/commercial, 3/logistique … et la direction générale – Mais aussi : les revendeurs, et .. l’équipe performance • Quoi ? (=quelles sont les difficultés) – Anomalies de livraison – Insatisfaction client • Où ? (=où les difficultés se produisent-elles) – Sur le secteur de la Seine et MarneRémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 8
  9. 9. Un exemple de QQOQCP (2/2) • Quand ? (=les difficultés apparaissent-elles) – Depuis 8 semaines • Comment ? (=a-t-on découvert les difficultés) – Par les bordereaux de livraison rendus par les chauffeurs • Pourquoi ? (=faut-il résoudre le problème) – On doit suivre la « politique d’amélioration du service clientRémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 9
  10. 10. Questions ? • Modèle de QQOQCP sous Google docsRémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 10
  11. 11. Pour en savoir plus : Mes autres cours : • en vidéo (diapos + son des commentaires) : – Fondamentaux de la gestion de projet et Animation d’équipe-projet et motivation • en diapositives animées : – Fondamentaux de la gestion de projet – Les bases des outils dorganisation projet – Groupware et outils informatiques de gestion de projets – Introduction à lanalyse stratégique en management de projet – Comment animer un Brainstorming et 4 topos de Méthodes de Résolution de Problèmes – Cours danalyse fonctionnelle – Introduction à la gestion des risques – Démarche de gestion des risques et plan de prévention • Sociologie des organisations, recueil et traitement de données, prévention du plagiat, marchés financiers, qualité, établir des cartes conceptuelles, utiliser Wikipédia et MediaWiki • Enfin, voici des cartes conceptuelles résumant certains des coursRémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 11
  12. 12. Rémi BACHELET Enseignant-chercheur, Ecole Centrale de Lille Mon CV est disponible ici. Mes principaux cours à Centrale Gestion de projet, sociologie des organisations, recueil, analyse et traitement de données, prévention du plagiat, module de marchés financiers, cours de qualité et méthodes de résolution de problèmes, établir des cartes conceptuelles, utiliser Wikipédia et CentraleWiki, formation au coaching pédagogique et à lencadrement, référencement et SEORémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 12
  13. 13. Rémi BACHELET – mars 12 Utilisation ou copie interdites sans citation 13

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