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Philean elemente de rezolvarea problemelor
1.
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___________________________________ ___________________________________ ___________________________________ ___________________________________ Elemente de rezolvarea ___________________________________ problemelor ___________________________________ Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 1 ___________________________________ Rezolvarea problemelor ___________________________________ Problemă: ___________________________________ Abatere de la situaţia prevăzută ___________________________________ Sinonime: disfuncţionalitate, anomalie, impas, incident, conflict, dilemă, ... ___________________________________ Proiect: O problemă aleasă pentru a fi rezolvată ___________________________________ Rezolvarea unei probleme: ___________________________________ Găsirea cauzelor şi a acţiunilor corective sau preventive necesare, prin parcurgerea a 2 etape esenţiale: Etapa de diagnostic: identificarea cauzei/cauzelor care determină persistenţa problemei Etapa de înlăturare a cauzelor: identificarea şi aplicarea acţiunilor corective care au ca scop eliminarea cauzei/cauzelor ce determină persistenţa problemei Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 2 ___________________________________ Defini ii ___________________________________ Eficacitate: ___________________________________ Măsura în care o organizaţie îşi atinge ___________________________________ obiectivele stabilite. ___________________________________ ___________________________________ Obiective eficientă eficacitate NASA imobilism ineficientă ___________________________________ Cheltuieli Eficienţă: Măsura în care o organizaţie îşi utilizează resursele în mod adecvat, în vederea atingerii obiectivelor stabilite. Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 3
2.
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Problema? ___________________________________ Schimbare: Rezolvarea ___________________________________ A realiza ceva: problemei ___________________________________ Mai uşor O acţiune posibilă ___________________________________ Mai bine doar atunci cînd ___________________________________ Mai rapid se acceptă faptul ___________________________________ Mai ieftin că nu există doar un mod unic de atingere a unui obiectiv urmărit. Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 4 ___________________________________ Cum prefera i schimbarea? ___________________________________ ___________________________________ ___________________________________ SCHIMBARE Bulversare, ___________________________________ ruptură, criză, ruptură, criză, ___________________________________ ... ___________________________________ SCHIMBARE Evolu ie graduală, progres treptat, ... Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 5 ___________________________________ Strategii de schimbare ___________________________________ Strategii "chirurgicale": ___________________________________ Reengineering ___________________________________ ___________________________________ ___________________________________ Strategii ___________________________________ "homeopatice": Kaisen Rezolvarea problemelor cronice Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 6
3.
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Schimbarea poate fi … ___________________________________ ___________________________________ Cu paşi mici şi mulţi Imensă, catastrofică ___________________________________ Predictibilă Impredictibilă ___________________________________ Pozitivă Negativă ___________________________________ Productivă Neproductivă ___________________________________ O mică modificare O devastare a modului O modificare actual de lucru controlată Un stres major Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 7 ___________________________________ Etapele rezolvării problemelor ___________________________________ Etapa preliminară Etapa nr. 1 Etapa nr. 2 Etapa nr. 3 ___________________________________ Evaluarea Evaluarea ___________________________________ eficacită iiii eficacită Evaluarea Evaluarea Formare eficien ei eficien ei ___________________________________ Identificarea Ac iuni de ___________________________________ problemelor îmbunătă tire Organizare Aplicarea ___________________________________ planului de îmbunătă ire Diagnostic Reflexie Rezisten a la Rezisten a la schimbare schimbare PREGĂTIRE CUNOAŞTERE ÎN ELEGERE AC IUNE Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 8 ___________________________________ Organizarea pentru rezolvarea problemelor ___________________________________ Crearea echipelor de proiect ___________________________________ Includerea, în sistemul de apreciere a ___________________________________ performanţelor personalului, a unei metode ___________________________________ de evaluare a contribuţiei la procesul de ___________________________________ îmbunătăţire continuă ___________________________________ Alocarea resurselor necesare pentru derularea proiectelor de îmbunătăţire Introducerea modelului de “excelenţă” Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 9
4.
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Rezolvarea problemelor ___________________________________ Metodologie: ___________________________________ Identificarea şi definirea problemelor Se identifică acele situaţii care par anormale în raport cu: ___________________________________ Experienţa proprie ___________________________________ Planul existent Comportamentul altora în condiţii similare ___________________________________ Opinii ale altor persoane ___________________________________ Stabilirea priorităţilor Procesul prin care se concepe o succesiune de acţiuni în vederea rezolvării problemei identificate Diagnostic Alegerea soluţiei optime Aplicarea deciziilor Succesiunea de activităţi care conduce la eliminarea anormalităţilor percepute Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 10 ___________________________________ Schimbările sînt de 2 tipuri: ___________________________________ Schimbări de nivel 1 - Corecţiile: ___________________________________ "CE S-A SCHIMBAT?" ___________________________________ Modificări în interiorul sistemului, pentru adaptarea continuă a funcţionării, în vederea obţinerii de rezultate ___________________________________ "normale" ___________________________________ Schimbări de nivel 2 - Acţiuni corective sau preventive: ___________________________________ "CE FACTOR FACE CA PROBLEMA SĂ PERSISTE?" "CE SE POATE FACE PENTRU A PROVOCA O SCHIMBARE?" Modificări ce determină evoluţia sistemului, reprezentînd o discontinuitate în funcţionarea acestuia Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 11 ___________________________________ Dificultă i în rezolvarea problemelor ___________________________________ ___________________________________ Graba de a face ceva ___________________________________ ___________________________________ ___________________________________ Căutarea unui vinovat, nu a cauzei problemei ___________________________________ Simplificarea excesivă a problemei Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 12
5.
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Agravarea problemelor ___________________________________ Sindromul struţului ___________________________________ ___________________________________ ___________________________________ ___________________________________ Sindromul ___________________________________ Sindromul paradoxului utopiei Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 13 ___________________________________ Planul de schimbare ___________________________________ ___________________________________ ___________________________________ STARE STRATEGIE STARE VIITOARE ___________________________________ STRATEGIE ACTUALĂ ___________________________________ ATINGEREA ___________________________________ PLAN de DIAGNOSTIC ÎMBUNĂTĂŢIRE OBIECTIVELOR VIZATE Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 14 ___________________________________ Sîntem dispuşi să acceptăm schimbările? ___________________________________ ___________________________________ "Trebuie adoptată o nouă filozofie. Ne aflăm într-o ___________________________________ nouă eră economică. ___________________________________ Managementul trebuie să ___________________________________ se adapteze la noile cerinţe, ___________________________________ trebuie să-şi asume responsabilitatea şi trebuie să accepte schimbările." ("The Deming Management Method", 1987) Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 15
6.
___________________________________
Acceptarea schimbării ___________________________________ Motive pentru acceptarea schimbării: ___________________________________ 1. Respect Aşa a decis superiorul, deci nimeni nu mai comentează! ___________________________________ 2. Empatie ___________________________________ Conducere prin exemplu personal, implicare de grup 3. Satisfacţie intrinsecă ___________________________________ Implicare personală conştientă, provenită din conştientizarea necesităţii schimbării ___________________________________ Strategii posibile: Educaţie permanentă / formare continuă Convingere Implicare în luarea deciziilor, înainte de aplicarea soluţiilor Influenţare Negociere Elemente de rezolvarea problemelor © Cristina Muşat - Philean 2012 16
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