课程：Solving Problems: Framing the Problem
各种问题在工作或生活中随处可见，那么如何解决呢？是否有一定的方法论呢。本节课通过四个方面来帮助大家构建问题，并提出问题的解决途径。
1. 鉴别利益相关方Identifying the Stakeholders
The first step in solving a problem is to understand the scope – and its likely impact. You need to understand who is affected by the problem and who can do something about it. These are the stakeholders, and you begin by talking to them. i.e. sponsors, persuaders, the people upstream/downstream.
2. 搜集利益相关方输入Getting Stakeholder Input
You'll see the big picture – the whole problem - not just what you can see from your own perspective, by Surveying stakeholders. But "What is the best way to get stakeholder buy in?"
First, ask questions about what is - and what isn't - working. For example, "what's going wrong?" "What's your biggest headache?" "If you were to start over, what would you change?" You also want to get an idea of what stakeholders see as the ideal state. Ask them, "What would things look like in a perfect world?"
Last, "What else?" is another great question.
3. 确认组织问题Investigating Organizational Problems
When you start looking for the cause of a problem, A good starting point is to be aware of the common types and sources of problems at various levels in the organization, i.e. three categories: organizational level, departmental level, and individual level.
4. 采用科学方法去识别原因Using Techniques to Uncover Causes
There are several techniques you can use when you need to get to the root cause of a problem. Here we look at two: the 5 Whys and the fishbone diagram.
5WHY是个非常简单有效的方法，就是通过一层一层的问WHY直到找到最终的核心原因。这里有个视频大家看了就明白了https://www.youtube.com/watch?v=B-M3YlA2KDg&feature=youtu.be
鱼骨图是可视化的方法，通过层层分解问题最终得到答案。脑图其实也是类似的方法，包括麦肯锡的金字塔法则核心都是一样的。这里面比较好的系统化的是金字塔法则，每一个子项都要符合MECE原则（说白了就是不重叠不遗漏）。
