第14課：問題解決過程
1️⃣ 分解問題
➊ 目的：
將複雜問題拆細，避免被壓垮
➋ 常用工具：
🐟 魚骨圖（因果圖）：視覺化潛在因素
📊 帕累托分 析（80/20法則）：搵出關鍵20%成因
➌ 例子：
公司客訴增加 → 拆解為「產品質素」「送貨速度」「客服態度」等部分
2️⃣ 明確問題
➊ 關鍵：
分清表面症狀 vs 根本原因
➋ 方法：
收集數據（問卷/訪談/投訴記錄）
問具體問題：
✦ 影響邊類客群？
✦ 問題地理範圍？
✦ 嚴重程度指標？
➌ 例子：
鎖定「中西部送貨延誤令客滿分跌15%」
3️⃣ 諗解決方案
➊ 要訣：
腦力激盪，越多idea越好
➋ 技巧：
團隊合作收集多元意見
用AI分析歷史數據提建議
➌ 例子：
✓ 優化物流流程
✓ 加運輸車隊
✓ 外判部分物流
4️⃣ 評估方案
➊ 分析工具：
💰 成本效益分析
🔍 SWOT分析（優勢/劣勢/機會/威脅）
➋ 注意：
考慮短期成本 vs 長 期效益
做數據模擬預測效果
➌ 例子：
發現優化物流雖貴但可持續性高
5️⃣ 揀最佳方案
➊ 準則：
符合公司主要目標
平衡各方持份者需求
➋ 例子：
選擇物流系統升級，因：
✓ 長遠慳成本
✓ 提升30%送貨速度
6️⃣ 執行方案
➊ 關鍵步驟：
培訓員工用新系統
設定KPI（例如準時送貨率）
定期監察進度
➋ 貼士：
保持彈性，隨時微調
確保各部門溝通順暢
7️⃣ 事 後檢討
➊ 要做：
對比改善前後數據
收集員工/客戶反饋
➋ 例子：
發現客滿分回升10%，但未達目標 → 再檢視產品質素問題
💡 實用金句：
「拆得細，易搞掂」
「醫頭痛要醫頭，唔係淨食止痛藥」
「三個臭皮匠，勝過諸葛亮」（腦震盪階段）
「計過度過，好過估估下」（評估階段）
⚠️ 常見錯誤提醒：
▸ 跳過分解步驟 → 容易處理錯問題
▸ 太早鎖定單一方案 → 可能錯失更好選擇
▸ 忽略事後檢討 → 難累積經驗
🎯 應用場景練習：
試用以上步驟分析： 「茶餐廳外賣訂單出錯率增加」問題 （提示：可分解為落單/廚房/包裝等環節）
🔄 整個流程循環：
分解 → 明確 → 諗計 → 評估 → 選擇 → 執行 → 檢討 →（再改進）
References:
University of Iowa的8步問題解決過程 (University of Iowa's 8-Step Problem-Solving Process)University of Iowa. (n.d.). 8-step problem-solving process. Human Resources, University of Iowa. Retrieved March 12, 2025, from https://hr.uiowa.edu/development/organizational-development/process-change/8-step-problem-solving-process
ASQ的問題解決步驟 (ASQ's Problem-Solving Steps)American Society for Quality. (n.d.). Problem solving. ASQ. Retrieved March 12, 2025, from https://asq.org/quality-resources/problem-solving
SessionLab的問題解決技術 (SessionLab's Problem-Solving Techniques)SessionLab. (n.d.). 18 problem-solving techniques for better workshops. Retrieved March 12, 2025, from https://www.sessionlab.com/blog/problem-solving-techniques/
LivePlan的問題解決過程 (LivePlan's Problem-Solving Process)LivePlan. (n.d.). The best ways to approach problem-solving in business. Retrieved March 12, 2025, from https://www.liveplan.com/blog/managing/the-best-ways-to-approach-problem-solving-in-business
Purdue Business的問題解決技術 (Purdue Business's Problem-Solving Techniques)Purdue University. (n.d.). Problem-solving techniques in business. Purdue Online MBA. Retrieved March 12, 2025, from https://business.purdue.edu/master-of-business/online-masters-in-business-administration/posts/problem-solving-techniques-in-business.php
CMOE的商業問題解決 (CMOE's Business Problem Solving)Center for Management & Organization Effectiveness. (n.d.). Problem solving in business. CMOE. Retrieved March 12, 2025, from https://cmoe.com/glossary/problem-solving-in-business/
DataBank的數字解決方案實施最佳實踐 (DataBank's Best Practices for Implementing Digital Solutions)DataBank. (n.d.). Ten best practices to successfully implement a new digital solution. Retrieved March 12, 2025, from https://www.databank.com/resources/blogs/ten-best-practices-to-successfully-implement-a-new-digital-solution/
Crestcom的7步問題解決過程 (Crestcom's 7-Step Problem-Solving Process)Crestcom. (2016, September 1). 7 steps to effective problem solving. Retrieved March 12, 2025, from https://crestcom.com/blog/2016/09/01/7-steps-to-effective-problem-solving/
LBMC的商業趨勢2025 (LBMC's Business Trends 2025)LBMC. (n.d.). Business trends to watch in 2025. Retrieved March 12, 2025, from https://www.lbmc.com/blog/business-trends/
Guidant的商業趨勢報告 (Guidant's Business Trends Report)Guidant Financial. (n.d.). Top business problems: Trends & stats. Retrieved March 12, 2025, from https://www.guidantfinancial.com/blog/top-business-problems/
Exploding Topics的商業趨勢 (Exploding Topics' Business Trends)Exploding Topics. (n.d.). 15+ business trends shaping 2025 & beyond. Retrieved March 12, 2025, from https://explodingtopics.com/blog/business-trends