[转帖]五种全面质量管理工具
<h1 align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center;"><span style="FONT-SIZE: 16pt; BACKGROUND: yellow; FONT-FAMILY: 黑体; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-highlight: yellow;">五种全面质量管理工具<span lang="EN-US"><p></p></span></span></h1><h1 align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center;"><font face="宋体"><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 10.5pt; BACKGROUND: yellow; mso-bidi-font-weight: bold; mso-highlight: yellow;">Jenny Waller, Derek Allen , Andrew Burns</span><span lang="EN-US" style="FONT-WEIGHT: normal; FONT-SIZE: 10.5pt; BACKGROUND: yellow; FONT-FAMILY: Arial; mso-bidi-font-weight: bold; mso-highlight: yellow;"><p></p></span></font></h1><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; COLOR: black; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">随着<span lang="EN-US"><a href="http://www.ceconline.com/FS/ÖÊÁ¿.HTM"><span lang="EN-US" style="COLOR: black; TEXT-DECORATION: none; text-underline: none;"><span lang="EN-US">质量</span></span></a></span>运动的迅速铺开，许多人耗费大量时间和精力在自己的企业内实施<span lang="EN-US"><a href="http://www.ceconline.com/FS/ÖÊÁ¿¹ÜÀí.HTM"><span lang="EN-US" style="COLOR: black; TEXT-DECORATION: none; text-underline: none;"><span lang="EN-US">质量管理</span></span></a></span>。可是，他们经常失望地发现，他们很难知道哪种质量工具和技术最适合哪些具体场合。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">下面介绍几种质量工具及如何运用它们解决日常业务问题。每种工具的讨论都包括下列内容：何时用、何时不用、培训、能达到何目的、注意事项和使用程序。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">鱼缸会议</span></b><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">
<p></p></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">这是一种组织会议的方式。不同的群体本着合作的精神，一起分享各自的观点和信息。因此，让销售部门与客户服务部、或高层管理人员与管理顾问碰头，这种做法一定管用。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">鱼缸会议使某些群体与顾客、供应商和经理等其它与之利益攸关的群体加强沟通。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时不用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">如果用这种方法不能明确地分清各群体的职责，就不宜使用。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">培训：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">会议召集人需要接受培训。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">能达到何目的：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">迅速增进了解、扫除误解。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">注意事项：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">这类会议影响巨大。可能会暴露实情，使内情人和旁观者感到受威胁，因此需要精心组织。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">使用程序：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">把与会者安排成内外两圈。内圈人员会上比较活跃，外圈人员则从旁观察、倾听，必要时提供信息。会议结束时推荐改进方案，取得外圈人员的赞同。<span lang="EN-US">
<p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">横向思维</span></b><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">
<p></p></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">这是一种为老问题寻找新解决方案的工具。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">由于老方法、旧思路不再管用或已经不够好，需要寻找新方法、新思路时使用。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时不用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">种种制约使这种全新的思维方式无法发挥作用时不要用。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">培训：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">建议读<span lang="EN-US">Edward de Bono</span>（爱德华）写的<span lang="EN-US">Lateral Thinking for Management</span>（管理中的横向思维）一书。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">能达到何目标：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">开创新思路，激发创意，找出可行的解决方案。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">注意事项： </span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">需要传统的逻辑思维加以支持。爱德华建议，只有<span lang="EN-US">10%</span>的解决问题过程采用横向思维。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">使用程序：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">确定问题。运用幽默、随机排列和对流行观念的挑战来制定横向思维解决方案。对找到的各种想法加以适当的提炼和取舍。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">举例来说，某工业缝纫线轴制造商的传统市场已经消失，公司不得不另寻出路。对此，公司经理们的本能反应是，从常规思路出发，为产品找新的出路、新的市场或新的销售手段。不过，事态的发展很快表明，他们需要一种彻底的解决方案。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">公司召开了一次集思广益会，对参加者不加任何框框。思路应能用得上现有的技能和经验，但只能把它作为起点。结果，横向思维把他们引向高尔夫球，成为一家成功的高尔夫球制造商。<span lang="EN-US"><p></p></span></span></p> <p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">帕雷托分析法（<span lang="EN-US">Pareto Analysis</span>）</span></b><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">
<p></p></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">该方法强调为<span lang="EN-US">80%</span>的问题找出关键的几个致因（通常为<span lang="EN-US">20%</span>）。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">凡是一个问题的产生有多个变量因素并需要找出其中最关键的因素时，都可使用这一方法。在一个改进项目的开始阶段尤为有用。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时不用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">如果设置有更完善的系统就没有必要使用此法。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">培训：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">需具备基本的统计知识以备分析之用。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">能达到何目标：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">非常直观地展示出如何确定问题的优先顺序，将资源集中在何处才能取得最佳效益。这种展示让企业各级一看就懂。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">注意事项：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">仔细分析结果总是很重要；不仅靠数据还要利用常识来找出问题的原因和优先顺序。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">使用程序：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">找出问题和可能的原因。收集有关原因的信息。绘制帕雷托分析图，横坐标表示原因，纵坐标表示问题，以出现次数、频率或造成的成本来表示。找出最关键的几个原因。依据重要性排序，利用改进技术消除产生问题的原因。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">例如，某洗衣机制造商出现质量危机。在一次广泛的可信度测试中，一家大型杂志将其产品排在末位并建议消费者不要购买。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">该公司具有完善的失误记录，列出的失误种类达<span lang="EN-US">22</span>种。但运用帕雷托分析法表明，仅其中的<span lang="EN-US">4</span>种失误就占了所有记录的<span lang="EN-US">83%</span>。<span lang="EN-US">
<p></p></span></span></p> <p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">质量功能分布图（<span lang="EN-US">QFD</span>）</span></b><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">
<p></p></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">这是一种产品和流程设计工具，可以用于把顾客的呼声转化成产品或流程的特点。采用该方法能防止企业仅因为某些观念似乎有效就予以实施。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时使用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">用以设计或重新设计产品或流程，保证提供顾客切实需要的产品特性；专为制造业设计的，但也可用于服务业。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时不用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">如果问题的优先顺序已经分明、流程设计卓有成效或设计团队经验老到，不要采用该方法。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">培训：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">该方法运用特定的惯例，建立相关的矩阵图和计分标准。在这方面有必要进行培训。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">能达到何目标：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">有能力分辨基本的产品与流程特色和所期望的产品与流程特色，这样便可以看清高成本的技术或工程投资在哪方面将有回报。同时，还提供了一个评估产品或流程变化影响的框架准则。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">注意事项：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">花时间通过市场调研来找出顾客的真正需求所在。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">使用程序：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">研究顾客的需求。找出符合顾客需求的流程设计特色。建立一个矩阵图，将顾客的需求与设计特色进行比较（即性能／方案矩阵图）并加以计分。选取<span lang="EN-US">5</span>个左右分数最高的设计特色，然后再按<span lang="EN-US">3</span>个层次建立矩阵图：设计特色和关键部件特点、关键部件特点和制造工序、制造工序和生产要求。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">例如，某割草机制造商耗时费资重新设计其畅销割草机的控制性能，却发现顾客对此毫无反应。因此，公司经理人在计划改进另一较老型号时，想要确保所做的改善的确是顾客想要的。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">研究结果表明，顾客感兴趣的是性能。因此改善马达、驱动链和刀的效率比改善控制性能可以产生大得多的影响。<span lang="EN-US">
<p></p></span></span></p> <p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">关联树图</span></b><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">
<p></p></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">这种图示工具对关联项进行层次分类。这是一种不错的思维工具，因为它提供了一种快捷的方法把各种想法总括出来，并在相关的枝叉出现时可随即增加细节。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时使用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">使用该图示可以为同一目标寻求多种不同的实现途径。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时不用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">不可用于详细比较各种方案。它只用于从总体上探索新的方向。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">培训：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">无需正式培训，但设置一个协调人员会很有帮助。 <span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">能达到何目标：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">该图示能很有逻辑地揭示出该采用什么方法来实现目标，它们要求哪些行动和资源。 <span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">注意事项：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">如果你选用的方法经不起分析，要随时准备回到关联树图上来。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">比如，一个发展中的小公司运用这种方法来考虑员工的托儿问题。许多员工大学一毕业就加入了公司，现在都供养着子女。 <span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">公司开会讨论各种选择方案。结果，大家都赞成建一个日托中心。但树形图显示，潜在的成本太高，需要满足的地方法规要求太多，很难实行。于是公司选择了托儿津贴计划，让有子女的员工有选择的余地。<span lang="EN-US">
<p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><b><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">方案效果分析法（<span lang="EN-US">solution effect analysis</span>）</span></b><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">
<p></p></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0; tab-stops: 18.0pt;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">这种图表用于分析手头解决方案可能产生的效果。 <span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0; tab-stops: 18.0pt;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">在提议变革时可运用这种方法。它能让你看清各解决方案的效果。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0; tab-stops: 18.0pt;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">何时不用：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">你所提议的不是根本性变革的话，不要使用。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0; tab-stops: 18.0pt;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">培训：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">无需正式培训，但如加以辅助很有用。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0; tab-stops: 18.0pt;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">能达到何目标：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">一种向前看的思维方式并能预见所建议的方案会造成什么影响，避免未能预见的效果。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0; tab-stops: 18.0pt;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">注意事项：</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">人们对你正在致力的变革前景看淡时，不要阻止他们。他们并非有意发难，也许他们是对的。接受辅导会减少自己受威胁的感觉。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0; tab-stops: 18.0pt;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-weight: bold; mso-highlight: yellow;">使用程序： </span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">记下正在考虑实施的解决方案，放在图的左侧，箭头则指向右方。在主箭头两侧用分箭头标出各种重大效果。通过集思广益，找出所有可能的效果并添到图上。计划实施行动以确保该方案行之有效。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; TEXT-ALIGN: left; mso-pagination: widow-orphan; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">例如，某公司决定引入弹性工作时间以减少员工通勤途中损失的时间，同时充分利用资源。随着改用新工作时间的期限临近，协调这一变革的人事部开始担心，员工还未弄清新工作时间的意义。为此，公司举行了一系列方案效果分析会，使公司员工能想通各种问题，从而为采用新的工作时间做好更为充分的准备。 <i><span style="mso-spacerun: yes;"> </span><span lang="EN-US"><span style="mso-spacerun: yes;"> </span></span></i>（</span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-ascii-font-family: Arial; mso-highlight: yellow;">摘自《</span><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: Arial; mso-fareast-font-family: 仿宋_GB2312; mso-font-kerning: 0pt; mso-highlight: yellow;"> </span><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;"><a href="http://www.ceconline.com/"><span lang="EN-US" style="COLOR: black; TEXT-DECORATION: none; text-underline: none;"><span lang="EN-US">世<span lang="EN-US">界经理人</span></span></span></a></span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">》杂志）<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" align="left" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: left; mso-pagination: widow-orphan;"><i><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: Arial; mso-fareast-font-family: 仿宋_GB2312; mso-font-kerning: 0pt; mso-highlight: yellow;"> </span></i><i><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-highlight: yellow;">
</span></i><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: Arial; mso-fareast-font-family: 仿宋_GB2312; mso-font-kerning: 0pt; mso-bidi-font-style: italic; mso-highlight: yellow;"> </span><span lang="EN-US" style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-style: italic; mso-highlight: yellow;"><span style="mso-spacerun: yes;"> </span></span><span style="FONT-SIZE: 9pt; BACKGROUND: yellow; FONT-FAMILY: 仿宋_GB2312; mso-hansi-font-family: Arial; mso-bidi-font-family: Arial; mso-font-kerning: 0pt; mso-bidi-font-style: italic; mso-highlight: yellow;">作者<span lang="EN-US">Jenny Waller</span>系顾问公司<span lang="EN-US">Information Design Unit</span>公司的总裁。<span lang="EN-US">Derek Allen</span>和<span lang="EN-US">Andrew Burns</span>系管理顾问公司<span lang="EN-US">The CMC Partnership</span>公司的总裁。</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 仿宋_GB2312;"><p></p></span></p>
页:
[1]