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1、如何主持质量循环How To Run QualityCircles,主持人指南Facilitator Guide,McKessar Tieleman Pty Ltd,目录 Table Of Contents,介绍 Introduction程序 The Process 培训演示 Training Presentation,McKessar Tieleman Pty Ltd,介绍 Introduction,质量循环培训主持人指南提供给你所有的相关信息与方法，使你能够成功地向他人提供如何进行质量循环的培训This Quality Circle Training Facilitator Guide i
2、s designed to provide you with all the information and resources you need in order to successfully train other people in how to run Quality Circles,McKessar Tieleman Pty Ltd,介绍 Introduction,质量循环培训的定义What is the Quality Circle Training?质量循环培训是一个半天的工作会，旨在教导管理层如何在公司内进行质量循环The Quality Circle training is
3、 a day workshop designed to teach senior team members and managers how to facilitate Quality Circles within their business,McKessar Tieleman Pty Ltd,介绍 Introduction,质量循环的定义What is the Quality Circle?质量循环是一个用于解决复杂问题的程序The Quality Circle is a process that can be used to resolve complex problems请记住，每一个
4、问题的出现都代表着一个机会Remember that every problem actually represents an opportunity,McKessar Tieleman Pty Ltd,介绍 Introduction,质量循环的定义What is the Quality Circle?质量循环把头脑风暴、创造力和员工结合起来解决问题It brings together brainstorming,creativity and the team to find solutions to problems,McKessar Tieleman Pty Ltd,程序 The Proc
5、ess,McKessar Tieleman Pty Ltd,The Process,McKessar Tieleman Pty Ltd,选择参会人员与会议地点Select Invitees and Venue,该培训适用于高级管理人员与一般管理人员The training is suitable for senior team members and mangers培训的人数控制在8-12人The recommended group size is 8-12选择一个可以进行圆桌会议的地点Select a venue that is large enough to be set-up in“bo
6、ardroom”style会议地点应避免干扰There should be no distractions,McKessar Tieleman Pty Ltd,邀请参会人员Invite Attendees,向每位参会人员寄发邀请函Send a letter of invitation to each attendee提供有邀请函的模板A template has been provided邀请函应在会议开始前的2-3周寄出，使参会人员有足够的时间作出安排Letters should be sent at least 2-3 weeks before the training to allow
7、enough time for invitees to plan,McKessar Tieleman Pty Ltd,对参会人员的确定Follow-Up With Attendees,在会议开始前一周向参会人员确认其是否参加Call all attendees at least 1 week before the training to confirm their attendance对会议的细节安排进行确认，如时间、地点等Confirm logistics details such as time,place,parking etc,McKessar Tieleman Pty Ltd,最终确
8、认会议安排Finalize Logistics,准备茶点Arrange refreshments准备资料Prepare materialsPowerPoint 演示PowerPoint presentation参会人员工作手册Participant Workbook参见质量循环培训准备清单Refer to the Quality Circle Training Checklist,McKessar Tieleman Pty Ltd,会议布置 Venue Set-Up,圆桌形式 Boardroom style,McKessar Tieleman Pty Ltd,进行培训 Deliver The
9、Training,提供有一个PowerPoint 的演示A PowerPoint presentation has been provided,质量循环Quality Circles,如何进行成功的质量循环How To Implement Successful Quality Circles,McKessar Tieleman Pty Ltd,概述 Overview,欢迎辞 Welcome 本次会议的目标 Objectives of Session培训参会人员如何在其企业进行成功的质量循环To teach attendees how to successfully implement Qual
10、ity Circles within their business介绍工作手册Introduction to workbook解释顾问的作用Explanation of Consultants Role会议安排 Logistics议程、洗手间位置、中间休息Schedule,toilets,breaks etc,McKessar Tieleman Pty Ltd,会议议程 Agenda,质量循环的定义What is a Quality Circle?好处 What are the benefits适用人员 Who should be involved对程序进行概述 Overview of the
11、 Process准备 Preparing了解你的作用 Understanding Your Role思考的工具 Thinking Tools,McKessar Tieleman Pty Ltd,会议议程 Agenda,头脑风暴 Brainstorming issues排序 Prioritising征兆 Symptoms原因 Causes解决方法 Solutions质量循环之后 After the Quality Circle结束 Close,McKessar Tieleman Pty Ltd,质量循环的定义What is a Quality Circle?,质量循环的定义What is the
12、 Quality Circle?质量循环是一个用于解决复杂问题的程序The Quality Circle is a process that can be used to resolve complex problems请记住，每一个问题的出现都代表着一个机会Remember that every problem actually represents an opportunity,McKessar Tieleman Pty Ltd,质量循环的定义What is a Quality Circle?,质量循环的定义What is the Quality Circle?这是结合头脑风暴、创造力和员
13、工一起来解决问题It brings together brainstorming,creativity and the team to find solutions to problems,McKessar Tieleman Pty Ltd,质量循环的作用Why Use Quality Circles?,将你的问题看作是一个谜。每个人都只看到问题的一个方面，因此，如何将他们集合到一起来解决问题呢？Consider you problems as puzzles.Everyone has different pieces,so how do you put them together to so
14、lve a problem?质量循环就是答案The Quality Circle is the answer.,McKessar Tieleman Pty Ltd,质量循环的作用Why Use Quality Circles?,质量循环的其它好处Other Benefits of Quality Circles团队建设大家一起工作来解决问题Team Building-Everyone works together to create workable solutions注重过程适合每个人Process Oriented-Suits everyone,McKessar Tieleman Pty
15、Ltd,质量循环的作用Why Use Quality Circles?,质量循环的其它好处Other Benefits of Quality Circles程序容易遵循始终抓住每个人的注意力Easy to follow procedures-Keeps everyone focused公平每个人都是平等的Impartial-Everyone is equal,McKessar Tieleman Pty Ltd,质量循环的适用对象Who Should Be Involved?,所有的员工All team members 他们不一定是高级管理人员公司所有员工都有能力为这一程序做出有价值的贡献The
16、y do not have to be senior team members all team members have the capacity to make a valuable contribution to the process,McKessar Tieleman Pty Ltd,程序 The Process,成功的关键是遵循程序的步骤：The key to success is to follow the process对问题展开头脑风暴Brainstorm for problems对问题进行排序，选择出哪些问题是需要优先讨论的Prioritize the problems t
17、o choose the problem that you are going to work on first找出问题的“征兆”你怎么知道出了问题？Identify the“symptoms”of the problem how do you know that there is a problem?,McKessar Tieleman Pty Ltd,程序 The Process,成功的关键是遵循程序的步骤：The key to success is to follow the process寻找导致问题的“根源”Explore the“root”causes of the problem
18、确定可能的解决方法Identify possible solutions,McKessar Tieleman Pty Ltd,程序 The Process,McKessar Tieleman Pty Ltd,程序 The Process,McKessar Tieleman Pty Ltd,准备 Preparing,邀请参加质量循环的员工Invite team members通过行动来强调会议的重要性，如将会议安排在工作时间Reinforce the importance of the meeting by your actions i.e.hold the meeting during“wor
19、k”hours设定会议的时间限制Set a time limit for the meeting一般来说，会议时间为1小时Generally 1 hour第一次会议需要较长的时间Longer required for the first meeting,McKessar Tieleman Pty Ltd,准备 Preparing,选择会议地点Select a venue选择可以避免干扰的地方Choose somewhere that will have no distractions准备茶点Arrange refreshments茶、咖啡、水Tea,Coffee and Water需要准备一个
20、白板和三个不同颜色的白板笔You will need a whiteboard and at least 3 different coloured markers为参会人员准备便签纸与笔Provide scribble pads and pens for all participants,McKessar Tieleman Pty Ltd,了解你的作用Understanding Your Role,主持人Facilitator管理会议程序Manager of the process控制“时间、地点与进程”In charge of“time,place and process”选择一个措辞来帮助
21、你控制会议Select a phrase that will help you stay in role,McKessar Tieleman Pty Ltd,主持人的作用The Role Of The Facilitator.,控制会议按程序进行Keeps things on track确保所有的问题都被发掘Makes sure each problem is exhausted确保能够明确所有的问题、征兆、根源与解决方法Makes sure each Problem、Symptom、Cause and Solution is identified concisely,“利用白板进行交谈”“T
22、alk to the Whiteboard”,McKessar Tieleman Pty Ltd,主持人的作用The Role Of The Facilitator.,确保会议期间不会有批评、评头论足与不公平的情况出现To keep blame,judgement&belittling out of the meeting确保会议按步就班地进行To stop people jumping forward使会议按时完成（建议1小时内完成）To keep each meeting to a set time limit(1hour is recommended)确保参会人员互相尊重To make
23、sure everyone treats each other with respect,McKessar Tieleman Pty Ltd,主持人的作用The Role Of The Facilitator.,好的主持是达成结果的关键Good facilitation is the key to results遵循规则Sticking to the rules既公正又坚持Being fair but firm使整个进程变得有趣Bring“fun”into the process,主持人一般为高级管理者Usually the facilitator is a senior member of
24、the team.他们可能还没有被牵涉到问题中去，也可能面临同样的问题They may not include any involvement in the problems put forward,or they may be highly involved.他们需要耐心并且严格地按结构进行They will need to be very patient and strict and keep to the structure,McKessar Tieleman Pty Ltd,帮助你完成任务的措辞What Phrase Will Help You Keep In Role?,帮助我完成任
25、务的措辞My phrase to help me keep in role_,McKessar Tieleman Pty Ltd,思考工具 Thinking Tools,Edward de Bono的六个思考帽子Edward de Bonos Six Thinking Hats每种颜色的帽子代表一种不同的情绪，或思考方法Each coloured hat has a different emotion or way of thinking associated with it帽子被用于使用某一观点来看待形势The hats should be used to look at a situati
26、on from a certain perspective关于六个思考帽子的进一步资料，建议阅读：For more information on the Six Thinking Hats please refer to:六个思考帽子Six Thinking Hats,Edward de Bono,1990,Penguin,London,McKessar Tieleman Pty Ltd,六个思考帽子Six Thinking Hats,红色帽子：愤怒与情绪化Red Hat-Anger&Emotions,黄色帽子：快乐与乐观Yellow Hat Sunny&Positive,黑色帽子：沮丧与悲观
27、Black Hat Gloomy&Negative,白色帽子：注重事实White Hat-Pure Facts,金色帽子：创新与新观点Gold Hat Creativity&New Ideas,蓝色帽子：控制与组织Blue Hat-Control,Organised Thinking,McKessar Tieleman Pty Ltd,使用思考帽子Using the Thinking Hats,如果员工很悲观，你需要请他们摘掉_帽子If the team is being negative you should tell them to take off their _ hat如果员工具创造新
28、，你需要为他们戴上_帽子If you want the team to get creative you should ask them to put on their _ hat主持人应戴_帽子The facilitator should always be wearing the _ hat,McKessar Tieleman Pty Ltd,使用思考帽子Using the Thinking Hats,如果员工很悲观，你需要请他们摘掉If the team is being negative you should tell them to take off their 如果员工具创造新，你
29、需要为他们戴上If you want the team to get creative you should ask them to put on their 主持人应戴The facilitator should always be wearing the,McKessar Tieleman Pty Ltd,会议的开始At The Start Of The Session,询问有谁自愿当“记录员”Ask for a volunteer“scribe”需要有人在白板上记录The person who writes on the whiteboard询问有谁自愿做会议纪要Ask for a vo
30、lunteer to write the minutes,重要的是让参会人员都有参与感It is important to involve the team in the process使大家通过实际行动参与进来，能使他们更加认同所产生的结果By getting people physically involved they will be more likely to“own the outcomes确保你享受其中的乐趣Ensure you have“fun”,McKessar Tieleman Pty Ltd,1.头脑风暴Brainstorming Issues,程序的第一步是就问题展开头
31、脑风暴Brainstorming for problems is the first step in the process在开始时，向参会人员提问：To start the process,pose a question to the group“是什么妨碍你成功地完成工作？”或“项目A有什么问题？”“What is it that stops you from doing a quality job?”or“What can you see as a problem with Project A?”,头脑风暴使每个人都参与了进来Brainstorming gets everyone inv
32、olved头脑风暴使所有的问题都能在一个轻松的气氛中被提及Brainstorming allows all issues to be aired in a non-threatening environment不管是大问题或小问题，都可以提出Anything goes allow big and little problems to be brought up,McKessar Tieleman Pty Ltd,是什么妨碍你出色地完成工作？What Is It That Stops You Doing A Good Job？,_,McKessar Tieleman Pty Ltd,1.头脑风暴
33、注意事项Brainstorming Issues,鼓励所有成员发表意见Encourage all team members to put forward ideas所有的意见都应记录在白板上Every idea must be recorded on the whiteboard(by the“scribe”)使用白板来鼓励大家清楚描述自己的问题Use the whiteboardto encourage people to clearly verbalize what the problem or issue is,写在白板上的问题不一定是能够解决的问题Problems do not hav
34、e to appear solvable to be added to the whiteboard不对问题做评论或批评No judgment or blame must be allowed in the process感谢大家的贡献与判定Congratulate team members for their contribution and findings尽量把问题写在白板上Try to fill the whiteboard,McKessar Tieleman Pty Ltd,1.头脑风暴注意事项Brainstorming Issues,请组员“用白板交流”Ask team membe
35、rs to“talk to the whiteboard”对成员的贡献给予报酬Reward team members for their Contribution例如，可以考虑赠送巧克力Consider using treats such as chocolates对问题予以明确Ensure that problems are clearly defined,应对问题进行清楚的表述和界定选择准确的词语Problems must be clearly expressed and defined focus on the correct wording问题越明确，越能够通过程序找到其“根源”The
36、 clearer the problem definition,the easier it will be to move through the process to sole the“root”cause保持豁达的心态Keep an open-mind,McKessar Tieleman Pty Ltd,2.排序 Prioritising,当所有的问题都写在白板上之后，需要对其按将要进行讨论的先后秩序进行排序Once you have all the issues on the whiteboard you need to prioritise how they will be tackl
37、ed参与是成功的关键，因此对问题的排序应征求大家的意见Involvement is the key to success,therefore problems will be prioritised according to teammember preferences,“如何选择需要首先讨论的问题”“How to choose what problem to tackle first”第一步为分析问题This step starts the process of analysing the problem不能轻视任何问题No problems should be belittled,McKe
38、ssar Tieleman Pty Ltd,2.排序 Prioritising,首先，对问题进行编号First,number all the issues i.e.1,2,3,4主持人提问：Facilitator then asks“如果只能解决一个问题，你选择哪一个？”“If you could only solve one problem which one would it be?”主持人绕场收集所有人的投票Facilitator then goes round the table and gets everyones votes,质量循环程序训练员工使用系统化、逻辑性的程序来解决问题T
39、he Quality Circle process teaches team members to use a systemised,logical process when solving problems.完成所有的步骤，直到问题解决Each step must be followed until the problem is solved.平等对待所有的问题Al problems should be treated equally,McKessar Tieleman Pty Ltd,2.排序 Prioritising,主持人决定投票的次数，但是投票必须在前三个或四个问题确定以后才结束Th
40、e facilitator chooses how many times votes will be cast however the group should be going until the top 3 or 4 problems become evident由“记分员”在每个问题的右边对投票进行记录The“scribe”records the votes as a tally on the right hand-sideof the problem,对问题进行排序时不能走捷径必须完成所有的步骤No shortcuts should be taken when prioritising
41、 problems the process must be followed这一步骤从对问题进行分析开始This step begins the mental process of analysing the problem.,McKessar Tieleman Pty Ltd,2.排序 Prioritising,McKessar Tieleman Pty Ltd,2.排序 Prioritising,主持人决定投票的次数，应保证至少前三个或四个问题确定以后才结束The facilitator chooses how many times votes will be cast however t
42、he group should be going until the top 3 or 4 problems become evident由“记分员”在每个问题的右边对投票进行记录The“scribe”records the votes as a tally on the right hand-sideof the problem,对问题进行排序时不能走捷径必须完成所有的步骤No shortcuts should be taken when prioritising problems the process must be followed这一步骤从对问题进行分析开始This step beg
43、ins the mental process of analysing the problem.,McKessar Tieleman Pty Ltd,2.排序 Prioritising,从1号开始为所有问题编号（票数最多的为1号）Rank all problems starting at 1(for the issue that got the most votes)对于没有得票的问题，按其本来的秩序列在白板上For problems that have no votes,list them in the order they appear on the whiteboard现在所有问题已按员
44、工的投票完成了排序Problems are now listed in the teams priority order,你已完成排序，接下来需要分析“征兆”You have now prioritised your problem list and are ready to start identifying the“symptoms”运用此方法排序后，目前要处理的问题是员工认为最重要的问题By using this method to prioritise you are dealing with the issues that are perceived to be the most i
45、mportant to the team,McKessar Tieleman Pty Ltd,是什么妨碍你出色地完成工作?What Is It That Stops You Doing A Good Job?,对你的问题排序Now prioritise your problems1._2._3._,McKessar Tieleman Pty Ltd,3.征兆 Symptoms,如何知道我们出了问题？How do we know we have a problem?这与“医生的诊断”相同This is equivalent to the“doctors diagnosis”不能漏掉这个环节不能让
46、员工一开始就讨论解决方法It is vital that you do not miss this step do not allow team members to go straight into solutions,通过对征兆进行鉴别，使员工能够更加清楚地分析真正的问题By identifying the symptoms the team is better able to clearly identify and analyse the true problem所有的人都应该为确定征兆而展开头脑风暴Everyone should contribute to brainstorming
47、 for symptoms按头脑风暴的一般程序进行Normal brainstorming rules apply,McKessar Tieleman Pty Ltd,3.征兆 Symptoms,你需要在一张新白纸板上进行You will need to start with a clean whiteboard在白纸板的上端写下数字“1”Across the top of the whiteboard write problem number 1主持人提问The facilitator asks“你是如何知道我们出现了这个问题？”“How do we know we have a probl
48、em?”,重要的是所有的员工都参与进来It is important that all team members contribute关键是一个一个地解决问题，并尽量多地列出每个问题可能的征兆The key is to focus on one problem at a time and to exhaust the list of possible symptoms征兆可能是多种多样的Symptoms can be very varied,McKessar Tieleman Pty Ltd,3.征兆 Symptoms,让员工来发现问题的征兆，并写在白板上The symptoms of the
49、 problem are identified by the team members and written on the whiteboard注意:不要在这个时候分析可能的解决方法It is important that possible solutions are not identified当所有的征兆都找出后，应对其进行排序Once all symptoms have been identified they should be prioritised,所有的员工都应保持一个“豁达的心态”It is important that team members keep an“open-m
50、ind”通过找出征兆，使问题变得更加清楚By identifying the symptoms the problem becomes clearer不要在这一阶段确定解决方法Do not identify solutions at this stage预留大量的时间在这一阶段Allow plenty of time for this stage,McKessar Tieleman Pty Ltd,3.征兆 Symptoms,问题1：遗失发票Problem Number 1 Lost Invoices供应商打电话来要求付款The supplier phones up for payment进行
