整理材料老虎

LifeManagementTeamworkInnovationProblemSolvingCommunicationSalesOthers1LIFE2并不是说选择什么样的路，而是说，你选择如何走脚下的路。LifeisallaboutChoice.LIFE3一日之计在于晨，一岁之计在于春，一生之计在于勤。一年之计在树谷，十年之计在树木，终身之计在树人。LIFELIFE4YesterdayisHistory.TomorrowisaMystery.TodayisaGift.That'swhyit'scalledthePresent!LIFE5LovingcareIntegrityIndependenceFairnessForgivenessEnthusiasm人生LIFE关怀別人正直廉洁独立公正持平宽容满腔热诚LIFE6IdeasPassionTimeActionSuccess成功LIFE7要想会该请成熟LIFE8人生不正也如此入世时，不要怕遇事时，不要慌面对困境，不要愁回首往事，不要悔不要怕，去闯!不要慌，再闯!不要愁，坚持!不要悔，随缘!不要怕不要停不要悔LIFE9Iwalkdownthestreet.Thereisadeepholeinthesidewalk.Ifallin.Iamlost...IamhelplessItisn'tmyfault.Ittakesforevertofindawayout.Iwalkdownthestreet.Thereisadeepholeinthesidewalk.Ifallinagain.Ican'tbelieveIaminthissameplace.But,itisn'tmyfault.Itstilltakesalongtimetogetout.Iwalkdownthesamestreet.

Thereisadeepholeinthesidewalk.

Iseeitisthere.

Istillfallin...it'sahabit...but,myeyesareopen.

IknowwhereIam.

Itismyfault.

Igetoutimmediately.Iwalkdownthesamestreet.Thereisadeepholeinthesidewalk.Iwalkaroundit.Iwalkdownanotherstreet.There’sAHoleInMySidewalkPortiaNelsonLIFE10TheNecklace项链借项链死要面子丢项链乐极生悲赔项链有苦难言识项链后悔莫极LIFE11PleasureRespectImprovementDignityEffort愉快尊敬改善尊严努力PRIDEPersonalResponsibilityInDeliveringExcellenceLIFE12DefinethegoalRealizecurrentpositionExploretheplanActtoimplementMonitortheprogress确定目标掌握现实情况开发职业生涯采取行动评估与调整DREAMLIFE13ForesightFaithOrganizationUnderstanding远见信念组织行动深入了解ConcentratedEffortCourage集中力量勇气SeedingService播种奉献FOCUSLIFE14ForwardOptimalCustomerorientedUrgentSynergy创造未来优点导向客户导向优先次序成功团队FOCUSLIFE15FocusonprioritiesImplementsomethingeverydayReflectonwhathappensSeekfeedbacksandsupportTransferlearningintonextstepgoalidentificationstretchyourcomfortzonelearningfromdoinglearningfromothersdon’tgiveupFIRSTLIFE16KnowledgeInsistenceNimbleGrowthHonestAffectionNetwork渴求知识，坚持学习孜孜以求，永不言弃敏捷高效，紧抓机遇锐意进取，不断超越忠心耿耿，尽心竭力永葆青春，点燃希望团结协作，和谐共生Dedicated爱岗敬业，勤奋努力KINGHANDLIFE17PredictionaCourseofActionLayoutyourGoalsAdjustyourPrioritiesNotifyKeyPersonnelAllowtimeforAcceptanceHeadintoActionExpectProblemAlwayspointtoSuccessesDailyreviewyourPlanPLANAHEADLIFE18AssociationConfidenceTrendInformationVarietyEntertainment重视与他人交流个性和自信感强敏感Trend积极收集信息多关心追求兴趣和快乐ACTIVELIFE19读书起家之本勤俭治家之源和顺齐家之风谨慎保家之气忠孝传家之方家FamilyLIFE20ManyOldTearsHeartEyesRight妈妈给了我很多很多妈妈为我操心，白发已爬上了您的头您为我流过不少泪您有一颗慈祥温暖的心您注视我的目光总是充满着爱您从不欺骗我们，教导我们去做正确的事情MOTHERLIFE21PRIDEPraiseReflectionImitationDescriptionEnthusiasmParent-ChildInteractionTherapyLIFE22AcceptanceAttentionAppreciationAffirmationAffectionApproachAvailabilityAccountability接纳关注赞赏肯定关爱接近聆听责任Authority权威家长LIFE23HeartHealthAimAttitudeActionPersonalityPassionYield从心开始健康明确目标积极态度马上行动魅力人格执著热诚奉献HAPPYLIFE24福禄寿中国人的最爱……LIFE25福字含有四种意思福寿富贵康宁德厚长寿，长命百岁财多物丰健康无疾患德善有道LIFE26人生有五大幸事出生后遇到一对好父母上学时遇到一位好老师工作时遇到一位好师傅成家时遇到一位好伴侣晚年时遇到一个好子女LIFE27FoodFriendFun食物朋友乐趣WorkwellPlaywellLovewellHappinessLIFE28BusinessMoneyWomanBeautyManWealthBeautyEmptyNationalZealBMW&BENZLIFE29SugarSaltSnackSmokingSitting健康Well-BeingKnowledge理财InformationSpareTimeSpareMoneyLIFE30SeeSwirlSniffSipSavorHowtoDrinkWine欣赏旋涡嗅闻小口味道LIFE31AskAdviceAssessAssistArrangeRelevanceRiskRewardsRoadblocksRepetitionStopSmoking相关危害报偿障碍重复LIFE32NutrientExerciseWaterSunlightTemperanceAirRelaxTrust均衡营养坚持锻炼水洁肌肤享受阳光凡事适度吐故纳新有张有弛自信自爱NEWSTART健康LIFE33ThinkingunrealisticallyRigidbodyEmotionsrepressedSelf-neglectSensoryoverloadSocialisolation想法不切实际身体紧张情绪压抑忽略自己的需要感官刺激过度缺乏人际支持STRESSLIFE34BusyBlurringBlindness忙茫盲时间管理人性管理自我实现STRESSManagementLIFE35LIFEWork工作Health健康Spirit灵魂Friends朋友Family家庭5BallsofLife橡胶做的→掉下去→会弹起玻璃做的→掉了→就碎了LIFE36SimplifyEffortCreateprioritiesReservesEliminatedistractionsThoughtsStart化繁为简尽心努力理清主次有备无患专心行事坚持信念立刻行动SECRETStoagreatlifeLIFE37ProfitAmbitionSincerityStrengthInnovationOptimismNeverGiveup利润野望诚心强势创新乐观永不放弃APASSIONforSuccessLIFE38CaringHonestyAutonomyRespectActionCooperationTrustEffortResponsibility关怀诚实自律尊重行动合作信任努力责任CHARACTERLIFE39CreativeEnthusiasticOpen-mindedKnowingthegoodDesiringthegoodDoingthegood知善乐善行善CHARACTERLIFE40树根MQMQWQ树干IQEQDQ树枝AQSQFQMentalIntelligenceQuotientMoralIntelligenceQuotientWillIntelligenceQuotientIntelligenceQuotientEmotionalIntelligenceQuotientDaringIntelligenceQuotientAdversityIntelligenceQuotientSpiritualIntelligenceQuotientFinancialIntelligenceQuotient心商德商志商智商情商胆商逆商悟商财商CHARACTERLIFE41錯失机会等待机会掌握机会创造机会庸人常人能人人才利用机会人的能力智者先机而发常者見机而作愚者失机而悔LIFE42知道别人的情绪知道自己的情绪尊重别人的情绪控制自己的情绪认识自己管理自己激励自己认识别人管理别人认识自身情绪妥善管理情绪自我激励认识他人情绪人际关系的管理四个情绪五个能力LIFE43四等二等三等一等本色没有脾气有有没有人分四等LIFE44以配偶为重心以家庭为重心以金钱为重心以工作为重心以名利为重心以享乐为重心以朋友为重心以宗教为重心以自我为重心利人利己（赢－赢）损人利己（赢－输）损己利人（输－赢）两败俱伤（输－输）独善其身（赢）好聚好散（无交易）人际关系生活重心LIFE45失败人生自我聪明+怀才不遇成功人生自我聪慧+贵人相助失败人生自我懒惰+怀才不遇成功人生自我勤勉+贵人相助IQEQ智商、情商与人生LIFE46AdversityBeliefConsequenceDisputationEnergizingPositivethinkingEmotionalLearnedhelplessNegativethinking挫折出现诱发负面想法预设结果加入反驳机制阻止负面想法与情绪强化激励正面想法形成解决问题导向的正面思考陷入广大事件与否定自己的情绪反应学习到无助感导致负面思考正面思考负面思考正面及负面思考路经LIFE47朋友支持陪伴你给別人关怀鼓励幽默化解千千结控制情绪的平衡发现內在心力量运动能振奋精神接受及面对事实相信忧伤会离去FriendGiveHumorControlDiscoverExerciseAcceptBelief远离忧郁LIFE48ConceptClockContactsCommunicationCommitmentsCausesConcern控制自己的思想控制自己的时间控制接触的对象控制沟通的方式控制自己的承诺控制自己的目标控制自己的忧虑SelfControl——让你更成功LIFE49DreamDecisivenessDoersDeterminationDedicationDevotionDetailsDestinyDollar理想果断实干决心奉献热爱周详使命金钱Distribute分享ConceptCustomersCompetitorsCapabilitiesCapitalContinuation创业计划LIFE50Heart心Action行动Nevergiveup永不放弃Growth成长Evaluate价值创新Commitment承诺CHANGELIFE51HelpOnlyPositiveExpectationsHelpOurPeopleExcelHOPELIFE52FoundersFocusedFastFlexibleForever-innovatingFlatFrugalFriendly创办人专注快速执行灵活不断创新扁平化节约友好Fun兴趣9F事业成功LIFE53PatienceActionTimingHumility耐心行动时机谦虚PATH理财Dream梦想Dedication奉献Drive动力Data信息Dollar金钱巨富条件LIFE54赢家输家解答的一部份问题的一部分有计划有借口让我來做那不关我的事在问题中看到解答在解答中看到问题这虽然困难但是有可能做到这虽然有可能做到但是有困难让事情发生疑惑发生了什么事？为自己的生命负责老认为自己是別人行为的受害者无私的服务他人期待他人为他服务关心別人只关心自己以及別人有沒有关心他团队的一部份只會在团队之外看好戏我必须做某件事某件事必须有人去做赢家与输家LIFE55可以买到房屋，但买不到家；可以买到珠宝，但买不到美；可以买到娱乐，但买不到愉快；可以买到书籍，但买不到智慧；可以买到谄媚，但买不到尊敬；可以买到伙伴，但买不到朋友；可以买到权势，但买不到威望；可以买到服从，但买不到忠诚；可以买到躯壳，但买不到灵魂；可以买到小人之心，但买不到君子之志。金钱可以买到…，但买不到…劳动的钱，使你幸福坦然奖励的钱，使你加倍实干援助的钱，使你感到温暖节省的钱，使你美德璀璨捡来的钱，使你用之不安偷来的钱，使你胆战心寒骗来的钱，使你狗胆包天贪污的钱，使你灵魂腐烂对待金钱的正确态度LIFE56金钱是慢慢流向那些愿意储蓄的人金钱愿意为懂得运用它的人工作金钱会留在懂得保护它的主人身边金钱会从不懂得管理的人身边溜走金钱会从那些渴望获得暴利的人身边溜走金钱的法则LIFE57LargePictureEssenceEnergyEase更大的视野事物的本质能量放松宽广而不受限信念创造实相强调稳定和专注强调信任，有信心LEEE金钱与灵性原则LIFE58有时间帮助别人的人，就是时间的富者有力气帮助别人的人，就是力气的富者乐善好施的人，就是金钱的富者用语言微笑欢喜待人，就是内心充实的富者无价的财富LIFE59Management60SlowSmallSteadySmartSweet营赢盈经营Management61MarketMaterialMethodManMoraleMachineMoney人员绩效管理：能率管理企业经营管理生产管理：现场管理7MManagementManagement62微笑曲线价值链附加价值上游中游下游加工组装元器件销售材料装备渠道网络技术发明品牌营销EMSDMSODMOEM知识财产品牌服务资源消耗/环境污染Management63人技术管理人机物法环Q＝f（TM）Management64CustomerCompetitionCooperationChange客户竞争协同变化发展方向CopyExerciseOverpass抄袭操练超越Management65TimetoIdeaTimetoProductTimetoVolumeTimetoMarketTimetoMoneyIT行业Management66RightCommodityRightPriceRightQualityRightQuantityRightTimeRightPlaceRightStatusSpeedySurelySafetyLowlySupplyChainManagementManagement67企业管理的作用链

岗位流程训练标准化职业化素质规则管理Management68ProblemProductPlanPeoplePersistenceMarketMethodologyMoneyManagementMentality5PM

考量Management69PoliticalEconomicSocialTechnologicalEnvironmentalLegalPESTELAnalysis政治经济社会技术环保法律SocialLawEconomicPoliticalTechnologySLEPTManagement70Management为什么做什么如何做RightPeople找对的人RightPosition放在对的位置RightWays用对的方法RightThings去做对的事Management71Labor要做/方法/工作Inform要传达信息Examine要研讨Negotiate要协商Trust要求/信誉Called要听/多听Claim投诉Hurry着急Error错误Case事故Kinship个人原因CLIENTCHECKManagementManagement72SIMPLEManagementIntegrity诚信Mature成熟Passion激情Learning学习Execution执行Smart韬略Management73目标管理过程管理信息管理效果是否越来越好？人际关系、沟通协调、是否具备对业务改善的推动能力？DATA管理、对自己所管理业务范围内现况是否清楚？管理LevelManagement74GroupActivityOnePointLessonActivityBoard现场管理ToolTimePlaceObject75把工人当作朋友把刺头当作孩子把骨干当作老师把下级当作能人把同事当作亲戚把上级当作上级三赢：自己、部下、公司UnreasonablenessUnevennessUselessness76QualityHowwellQuantityHowmanyTimeBywhenCostHowmuchMethodWhichwayTargetingManagement77ObjectiveGoalsStrategiesMeasuresTactics目的目标策略衡量行动方案EliminateSimplyIntegrateAutomate清除简化整合自动化TargetingProcessTargetManagement78SpecificStretchingMeasurableAttainableAcceptedAgreedAchievableAction-orientedRelevantRecordedRealisticResults-OrientedTraceableTime-bound明确可拓展可衡量能达到可接受被认同的指标可达成以行动为导向的有关联能记录现实的结果导向的可追踪有时限SMARTTargetingManagement79Measurable可计量的Attainable可达成的Specific明确的Tangible有形的Expectant预期的Realistic实际的SMARTER/MASTERTargetingSpecificMeasurableAgreedRealisticTime-BoundEthicalRecordedManagement80知而不会会而不对对而不全全而不快快而不精练习纠正基础方法知识全而不通精而不灵通而不精灵而不活Performance创意Management81PurposeEmpowermentRelationshipFocusOpenRecognitionMoraleAppreciateNegotiation目的授权关系集中开放赏识士气致谢协调Communication沟通Effectiveness效果PERFORMANCEManagement82LearningtolivetogetherLearningtoknowLearningtodoLearningtobeLearningtochange学会与人相处学会追求知识学会做事学会发展学会改变GoalsRealityOptionsWhat终身学习GROWWill愿望/Wrap-up总结/Wayforward向前走Management83Assess预估Plan计划Prepare准备Lead引导Evaluate评估APPLE指导Person了解自己Perspective了解别人的看法Place了解员工自己的位置Possibility了解发展可能性Plan增加能力的计划5P员工发展Management84PrepareOrganizeWorkEvaluateRethinkPOWERLearningDedicationResponsibilityEducationAttitudeMotivationDREAMManagement85TellExplainDemonstrateInspire作经师易，作人师难。经师言教人师身教良师开释大师开悟Management86ListenEducateAssistDiscussEvaluateResponseSincerityHeartInnovation听取培养支援沟通评价责任真诚热爱创新Patience忍耐LearnEmpathyAcceptanceDiligenceEnduranceResponsibilitySacrificeHumilityInitiativePerseverance好学体谅接纳勤奋忍耐责任牺牲谦逊自发坚毅LEADERSHIPManagement87领导在群众心目中的形象是：天冷时是一盆火天热时是一把扇天黑时是一盏灯天雨时是一把伞口渴时是一杯水肚饿时是一碗饭Management88权力就是地位权力就是荣誉权力就是主宰权力就是支配权力就是利益权力就是责任权力就是服务权力就是信任权利就是考验权力就是舞台LeadershipManagement89独柔散争怠越显违独断专横优柔寡断，缺乏魄力权力太过分散，缺乏必要的集中缺乏合作精神，搞权力内耗有权在手却不尽职尽责，懈怠职权混淆职权，对上越权，对下侵权耀武扬威，不可一世；以权欺人，以权压人违法乱纪、以权谋私；权钱交易、权色交易用权八忌Management90TappingPeople’sMindsTransformingPeople’sMindsetsTrainingPeopleMeaningfullyTrustPeopleMoreTeamsProduceMoreTotalProcessManagementTotalProductManagementTotalPlantManagementTotalProductiveMaintenance开发人的思维员工思想的转变员工长期的培训对员工的充分信任更多的产出全员制造管理产品全面管理全员车间管理全员生产维护TotalProfitManagement全员效益管理TPMManagement91态度愿意干技能怎么干知识干什么持续发展Performance=Attitude×(Skill+Knowledge)Management92StressPerformanceSleepAlertnessOptimalAnxietyDisorganizationHighStressPerformanceConnectionManagement93ManagementBelieveinthem相信他们Encouragethem鼓励他们Sharewiththem分享经验Trustthem信任他们BESTMotivation94TimelyResponsiveUnconditionalEnthusiastic及时的有回应的无条件的热情的Excitement兴奋Enthusiasm热情Effort努力Effervescence活力Expenditure开支Energy精力MotivationManagement95FrequentAccurateSpecificTimely时常准确具体及时FASTFeedbackManagement96BehaviorExampleExpectationResult行为例子期望结果BET-BEERFeedbackBehaviorEffectThankYou价值贡献感谢Management97Trustworthy值得信任Respect尊重Understanding理解Sensitivity灵敏Timeliness及时TRUSTManagement98DedicatedDiligenceDiscipline敬业勤奋纪律尽可能把工作做得最好持之以恒,不轻言放弃员工，思想观念,行动提高个人执行力意愿承诺技能3D原则Management99自主（自己做）控制（别人做）不安全感（不放心）不信任感（不相信）授权中必须解决的两大基本问题Management100分析指定委派控制评估授权过程选择需要授权的任务指定被授权者明确任务和委派监控和激励Management101尊重沟通了解信任授权如何授权Management102指挥式批准式把关式追踪式委托式授权级别关注结果在过程中先斩后奏任职人在关键环节请示批准任职人在取得上司批准后工作任职人按照命令和指示工作Management103Teamwork104Exhibit

EmpathyDevelop

TrustMaintain

CommitmentReward

Loyalty奖赏忠诚维持承诺建立信任表现同情CreatingPersonalRelationshipsTeamwork105TrustRespectExchangeEmotionalSupport信任尊重交流精神支持TREE建立友谊Teamwork106SPACE人际关系SituationAwarenessPresenceAuthenticity状况把握力存在感真诚Clarity明了Empathy共感力KarlAlbrechtTeamwork107RoleModelReflectionEncouragementEnthusiasmSpacePersonalExpectationCaringTrust模范反省鼓励热情空间个人期望关怀信任RESPECTAttentionAffirmationAppreciationTeamwork108AcceptAwareAttentionAchievementArrangementAvoidActiveListening接纳觉知专注成就安排避免倾听人际沟通CompletenessConcisenessConsiderationConcretenessClarityCourtesyCorrectness完整简洁关怀具体明确礼貌正确Teamwork109掌握问题的关键信任以客户为导向相互尊重知道彼此的限制公平性，保持中立诚恳了解IdentificationTrustYouorientation,notIMutual-respectAwarenessoflimitationsNeutralHonestyUnderstandingHUMANITYTeamwork110愿意用心和谐责任勇敢喜悦投入忠诚YesObservantUnisonObligationValiantEnjoymentInjectLoyalILoveYouRespect尊重Excel出色Accept接受Care关心Help帮助REACHTeamwork111AnytimeAnywhereAnythingAnywhoAnyhowEarlyEarnestExcellentEasementEffectiveSmileTeamwork112TogetherEveryoneAccomplishesMoreWithOrganizationResponsibilityKnowledgeTrainerExecutorAdvisorManagerTeamworkEfficiencyAccountabilityMerriment团队发展战略执行战略参与业务推动团队合作高效率责任心强心情愉悦TEAMWORKTeamwork113TrustEconomizeEnergyAffirmandAppreciateManageYourMistakesWeeklyTeamMeetingsOpenCommunicationRecognizeandRewardKeeponLearning信任节省精力肯定与感谢善用自己的错误团队周会开放式沟通肯定与奖励保持学习TEAMWORKTeamwork114RespectEncourageSupportPracticeEnjoyCommittedListeningTrust尊重差异鼓励开放坦诚的工作环境尽全力支持公司、同事和客户以身作则，积极参与乐在工作，学习成长聆听所至，信诚所在信任，授权RESPECT团队行为Teamwork115Don’tdoit不做Delayit推迟Deflectit转移Delegateit委托Doitimperfectly不完美的做Doit做GegaxTimeManagementTeamwork116DoitDelegateitDropitDecimateitDeadlineitDramatizeit解决拖延习惯Teamwork117Innovation118Theonlythingthatdoesnotchangeisthefactthateverythingchanges.Changeisgood.Morechangeisbetter.Continuouschangeisthebest.Innovation119WhatToChange？WhatToChangeTo？HowToCauseTheChange？Innovation120婴儿期成长期成熟期衰退期时期发展阶段老技术时期发展阶段现有技术新技术S曲线进化法则Innovation121改进:改进流程新的管理软件重新定位:综合成本管理综合质量管理重组：合并、分立战略联盟变革:价值链重新设计企业文化重新定位速度逐步的迅速的战术上的程度战略上的变革管理Innovation122TuningReorientationAdaptationRecreationSlowChangeStrategicChange事前事后HowTo…Innovation123LookbutdidnotseeHearbutdidnotlistenEatbutdidnottasteSmellbutdidnotnoticeTouchbutdidnotfeel视而不见听而不闻食而不味闻而不知触而不觉关心就会发现问题Innovation124InnovationCaringAddedValueReliableEasy创新思路关怀客户附加价值可靠稳定容易使用ICAREInnovation125SenseofDirectionUnderstandingCharityCourageEsteemSelfConfidenceSelfAcceptance方向感理解宽容勇气尊重自信自我承认SUCCESSInnovation126Goal目标Analysis分析Makeadecision决策Execute执行GAME战略制定Innovation127PDCAPODCSDCAPDCA简单复杂低高问题目标Improvement→InnovationInnovation128PlacePersonProcessProduct环境动机流程产品PositivePlayfulnessPassionPersistence正向积极游乐的心热情的心坚持到底CreativityPlace=PressInnovation129JELIC创造思考JudgmentQuotient判断力EmotionQuotient情绪管理LogicQuotient逻辑思考IntelligentQuotient智能CreativityQuotient创意Innovation130ATDE创造思考AskingThinkingDoingEvaluating问想做评Innovation131Definition定义Alternative替代方案Narrowdown缩小范围ChooseCheckconsequence选择检验结果Effect/Act实行DANCEProblemSolvingInnovation132Patient耐性Objective客观Supportive支援Initiative主动Task-Oriented以工为本Interactive互动Visionary视野Evaluative评估POSITIVEInnovation133Rethink

:Why

?重新思考Reconfigure

:What

?重新组合Re-sequence

:When

?重新定序Relocate

:Where

?重新定位Reduce

:Frequency重新定量Reassign

:Who

?重新指派Retool

:How

?重新装备7RShapiroInnovation134Substitute?替代？Combine?结合？Adapt?采纳？Magnify?Modify?扩大？修正？Puttootheruses?其他用途？Eliminate?去掉？Rearrange?Reverse?重组?颠倒?SCAMPERInnovation135Eliminate剔除Combine合并Rearrange重排Simple简化Eliminate剔除Reduce减少Raise增加Create创造ECRSERRCImprovementSkillInnovation136Assumption有什么假设For赞成什么Against反对什么Nowwhat?接著呢？AFANInnovation137IdentifyProblems&Opportunities确定问题与机遇DefineGoals定义目标ExplorePossibleStrategies探寻可能性策略AnticipateOutcomesandAct预期结果及行动LookbackandLearn反视与学习IDEAL解决问题Innovation138GAPS技术问题解决GofortheShouldAnalyzetheisPindowntheCausesSelecttheRightSolutions向目标前进现实分析找出原因选择正确的解决方案Innovation139CMMCapabilityMaturityModelInitialManagedDefinedQuantitativelyManagedOptimizing初始级管理级定义级量化管理级优化级企业应用层次Innovation140Initiating初始化为成功地进行软件过程改进工作奠定基础Diagnosing诊断确定现状与目标之间的差异Establishing建设计划如何达成目标Acting行动根据计划开展工作Learning推进从经验中学习，以提高未来使用新技术的能力ITManagementInnovation141知识的成熟度模型特殊的知识重复的知识定义的知识组织的知识创新的知识个人团队过程企业企业应用层次非结构化隐性非结构化显性结构化显性结构化隐性组织表现形式知识成熟度等级Innovation142知识的成熟度模型知识无序阶段知识反应阶段知识意识阶段知识确认阶段知识共享阶段尚无认识初步认识明确认识知识依赖创新文化企业应用层次组织表现形式Innovation143知识的成熟度模型知识无序阶段知识反应阶段知识意识阶段知识确认阶段知识共享阶段尚无认识初步认识明确认识知识依赖创新文化混乱非正式正规化集成应用持续改善缺乏分散技术基本系统知识基础核心能力人过程技术知识管理阶段Innovation144ProblemSolving145TOPTalentOpportunityPassion具备做好工作的能力符合公司的需要有足够的兴趣和激情投入ProblemSolving146KISS:KeepitSimple&StupidKICC:KeepitComplex&Complicated工作是…MISS：MakeItSimple&StupidProblemSolving147Doitrightatthefirsttime第一次就做对Dothe

rightThingsEveryTime每次都做对品质是…ProblemSolving148简单的事能做好就是不简单平凡的事能做好就是不平凡简单招式练到极致就是绝招注重细节的态度ProblemSolving149QuickresponsetocustomersUltimatesuccessforOurCompanyAttitudeofemployeesLong-termcommitmentImprovementstoserviceandproductsTotalinvolvementYoumakethedifferenceQUALITYProblemSolving150ComprehensionCommitmentCompetenceCommunicationCorrectionContinuanceCulture品质理解认真做到执行力量有效沟通改善活动持之以恒品质文化QualityManagementProblemSolving151从设计中防止犯错防止原料变异着手做好制程条件管理在制程中发现缺点质量改善的途径ProblemSolving152问题已发生(现状导向)未发生(未来导向)对策原因事实方案激发创意问题种类ProblemSolving153GapGap过去现在未来Shouldbe预期状态Nicetohave理想状态发生型问题设定型问题问题种类ProblemSolving154PDACT0T1T2T3T4T5B作业活动时间问题成本T01：正常活动T1：问题开始发生T12：问题慢慢扩大T2：有人发现问题T23：开始了解、分析问题T3：找出真因T34：开始实施对策并以PDCA验证对策有效性T4：找到根本对策T45：全面实施改变对策T5：问题完全解决解决问题的结构与成本F-CostProblemSolving155PDCACycle/DemingCycleStandardCheckActionDoPlanDoActionCheckProblemSolving156PIEAnalysisDRIVEImprovementProblemsIssuesExpectationsDefineReviewIdentifyVerifyExecute定义审查确定验证执行ProblemSolving157问题意识DMAI未解决问题C品质问题解决品质问题解决Define→Measure→Analyze→Improve→ControlProblemSolving158Problem提出问题Reason寻找原因Essence揭示本质Project制定方案Action组织实施Self-Criticism研讨反馈StepbyStep完善提高PRE-PASSProblemSolving159FindaprocesstoimproveOrganizeateamthatknowstheprocessClarifycurrentknowledgeofprocessUnderstandsourcesofprocessvariationSelecttheprocessimprovementPlantheprocessandcontinuedatacollectionDotheimprovement,

datacollection,

andanalysisChecktheresultsandlessonslearnedActtoholdthegainandtocontinuetoimprovetheprocessFOCUS-PDCAProblemSolving1608D感谢小组7D防止再发措施Action6D效果确认评估结果CCheck实施对策计划行动5D矫正措施寻求对策IDo4D根本原因确定原因A3D临时对策分析问题M2D问题之详细描述1D成立专案小组明确问题DPlan

Ford8DMckinsey6σPDCAProblemSolvingProblemSolving161SOLVEStateOutlineListVisualizeEvaluate阐释问题概述问题列出选项想象你的选择付诸实施预测你的结果ProblemSolving162FindFilterFigureFaceFollow收集资料过滤资料分析资料提出对策跟催结果ProblemSolvingProblemSolvingAbility以能力为基础Attitude以态度为动力Action以行为为过程163FocusAnalyzeDevelopExecute确认问题分析问题建立计划执行计划MapMeasureExploreEvaluateDefineDescribeImplementImproveControlConformProblemSolvingFADEProblemSolving164Simplify把复杂的过程简单化Measure把简单化的东西量化Process把量化的因素流程化System把流程化的因素系统化SMPSProblemSolving165SincerityEmpathyReliabilityValueInteractionCompletenessEmpowerment真诚有礼将心比心值得依赖价值超众沟通响应倾心倾力充分授权SERVICEProblemSolving166SincerityEfficiencyReadinessValueInformationCourtesyEnthusiasm有诚意有效率有准备有价值有资料有礼貌有热心SERVICEProblemSolving167SynergyPreparednessInnovativeMindRatingCustomersFirstImprovingContinuouslyTeamworkSPIRITService168SerenitySanitationStandardSpecialtySelfhoodSmileSinceritySpeedSatisfaction恬静卫生规范专业个性笑容诚恳迅速满意9StarServiceAcquainting认识Appreciating欣赏Acknowledging答谢Analyzing分析Acting行动5AServiceProblemSolving169PoliteEfficientRespectfulFriendlyEnthusiasticCheerfulTactful礼貌高效尊重友好热情快乐灵活

PERFECTProblemSolving170ThankHearApologizeNeedKnowSolve感谢顾客聆听顾客表达你的理解需要更多资料以便查问决定解决方案解决问题THANKSClaim处理ListenEmpathizeApologizeDecideLEADProblemSolving171Control控制情绪Listen倾听顾客Establish建立局面Apologize表示歉意Resolve提出方案Fast快速Friend友好Fair公平Fact实事求是Future着眼未来ClearClaim处理ProblemSolving172DescribeExplainListenWorkoutAgreeCheck描述情况解释你的观点倾听别人的观点提出选择达成行动的一致检查是否有效DELWACProblemSolvingListenApologizeSolveThankLASTProblemSolving173沟通差异结构差异个体差异起因冲突ProblemSolving174居优思劣居盈思亏居胜思败居安思危自己找缺点往坏处打算往长远着眼如履薄冰的意识危机管理三思：思危,思退,思变意乱情迷时－鬼迷心穷得意忘形时－乐极生悲心灰意冷时－祸不单行粗心大意时－无妄之灾ProblemSolving175FastFactFaceFrankFlexibleForecast迅速反应尊重事实承担责任坦诚沟通灵活变通事先预测ConsistentValuesCorrelativeCentralizedCommunicatingCreativeComprehensive价值观关联化集权化互通化创新化全面化危机管理6F6CProblemSolving176FigureouttheproblemIntensifypossiblesolutionsNameprosandconsforeachsolutionDecidewhichsolutionisbestandactonitFIND：HandlingEmergencies找出问题加大可行的解决方案为每一个利弊决定哪些是最好的解决方案ProblemSolving1776R行动Reckon估计Rival对手Reward报酬Relation往来Result结果Research研究有饥饿感的人，一定消化好有紧迫感的人，一定效率高有危机感的人，一定进步快ProblemSolving178FindFeedbackDeploymentAcceptActionReviewReport问题反馈问题分配问题接收与处理问题归零FDAR归零管理（纠错技术）ProblemSolving179SuperviseAttitudeFaceEvaluationTrainingYouAreTheOwnerStopThinkActReviewSAFETYSTARProblemSolving180Communication181MaterialMethodUniqueNeedsImproveCareAssertiveTrainingIssueNevertoolateCOMMUNICATIONOpenCooperateOursCommunication182CooperateOpenMaterialsMethodsNeedsImproveUnique合作开放材料方法需求改善独特AssertiveeTrainingIssueOursNevertoolateCare肯定训练主题共识永不嫌迟关怀COMMUNICATIONCommunication183场合语调礼貌说话分寸时机对象说话要讲究…信任关键知识聆听人格好感满足聆听的效果COMMUNICATIONCommunication184有效沟通的要素AskListenLookSpeak怎么问？怎么听？怎么看？怎么说？ConceptAttitudeRelationshipEnd-results概念心态关系目的CARECommunication185OpportunityContentEnvironmentStyleSituationRulesPlan机会内容氛围风格情景规则计划PROGRESSCommunication186想表达的表达出来的听到的理解的记住的执行100%80%60%40%20%?沟通漏斗接收信息的人传递信息的人Communication187DASS：与下属有效沟通Describe描述Acknowledge承认Specify具体化ShowTeamBenefits给团队带来的利益当你.....的时候我感觉....我更愿意....这样有利于....Communication188MannerPersonalityAppearanceConsiderationTactIntegrity礼貌个性仪表善解人意机智正直IMPACTMannerCommunication189TACTFULCommunicationConverse,don’tcompeteTimeyourcommentsFocusonbehavior,notonpersonalityUncoverhiddenfeelingsListenforfeedbackApologizequicklywhenyoublunderThinkbeforeyouspeakCommunication190YouCanNegotiateAnythingPowerTimeInformation权力时间信息Communication191Options选择Time时间Relationship关系Investment投资Credibility可信性Knowledge知识Skill技能Need要求NOTRICKSCommunication192HearEmpathizeApologizeTakeOwnershipLookinterestedInquirewithquestionsStayontargetTestyourunderstandingEvaluatethemessageNeutralizeyourfeelingsHEAT+LISTENNegotiatingSkillsCommunication193TwoTypesofNegotiations…Zero-SumWin-WinHarnessthepowerofanchoringDonotdisclosekeyinformationLearnasmuchasyoucanExploitDon’tovershootTellthetruthProvidekeyinformationLearnasmuchasyoucanBeflexible,creativeandfairCommunication194LookInterestSincereTargetEmotionNeutral注视对方表示兴趣，点头、微笑、身体前倾诚实关心，留心对方的说话，做真心善良的响应对牢目标，对方故意离题，马上带回主题控制情绪，就是听到过分言语，也不要发火避免偏见，小心聆听对方的立场，不要急于捍卫己见LISTENCommunication195AskDon’tInterruptDon’tchangetheSubjectEmotionResponseLookOpenPostureForwardLeanToneEyeCommunicationNodSmileLADDERSOFTENListeningCommunication196OutlineWriteEditLeaveSendThink列提纲书写编辑先放一放发送构思TOWELS写作TargetedtoouraudienceOver-archingPowerfulSupportable瞄准观众周延完整掷地有声言之有据TOPSCommunication197听而不闻敷衍了事选择的听专注的听同理心的听耳到口到手到眼到心到ListeningCommunication198说话要讲究礼貌说话要讲究时机说话要讲究对象说话要讲究分寸说话要讲究语调说话要讲究场合说话要…说实话，真情实意打动人说曲话，委婉含蓄尊重人说好话，言真意诚激励人说硬话，理直气壮战胜人说软话，以柔克刚感动人说趣话，诙谐幽默愉悦人说活话，随机应变答对人会沉默，此时无声胜有声说…话Communication199RespectEmpathySupportivenessPositive-nessOpennessNon-judgmentalattitudeStraightforwardtalkEqualitysignals尊重同理心支持正面态度开放非判断性态度言简意达平等信息RESPONSE谈话Communication200PoliteEvaluateRespectFamiliarAttractiveCareThan