TAP CHI KHOA HQC BAI HQC V A N LANG Nguygn Thj Tuylt Le
X A Y D\/NG K Y N A N G G I A I Q U Y E T V A N D E C H O L A N H D A O D O A N H N G H I E P
BUILD UP PROBLEM SOLVING SKILL FOR ENTERPRISES' LEADERS NGUYEN THI TUYET LE^'J TOM TAT: Ky ndng gidi quyet vdn di la mpt trong nhicng ky ndng rdt cdn thiit trong hoc tap cSng nhu ldm viic. Cuoc sdng la mpt chuSi nhimg vdn de doi hdi chung ta phdi gidi quyit nhung khong vdn de ndo giong vdn di ndo vd cung khdng co mot eSng thuc chung ndo di gidi quyet mpi vdn di. De thdnh cdng trong qudn ly doanh nghiip, ngu&i ldnh dgo doanh nghiip luSn phdi ddi mgt vd gidi quyit nhiiu vdn de. Bdi viit ndy trinh bdy cdc bu&c ca bdn di xdy dyng ky ndng gidi quyit vdn di cho ldnh dgo doanh nghiep.
Tie khoa: ky ndng, gidi quyet vdn di, lanh dgo doanh nghiip.
ABSTRACT: Problem solving skill is one of essential skills in study and works. Life is a series of problems which require to be solved without any completely duplicated or general for all problems. To succeed in business management, leaders of businesses have to encounter and solve many issues. This paper provides basic steps to build up problem solving skills for business's leaders.
Key words: skill. Problem solving, enterprises' leaders.
1. V A N D E L A GI? khdc nhau, cd thd chia thdnh ba logi vdn dd Vdn dd la khodng each hay sy khac nhu: Cdc van de cd tinh sai lech hidn tai, dd bidt gifla nhung gi chung ta mong dpi va Id nhflng gi xdy ra khdng gidng nhu kd thye td. Giai quydt vdn dd chinh Id nhiing hoach va dy dinh khidn cde nhd qudn ly can edi thidn nhdm rut ngdn khoang each, hay cd gidi phap gidi quydt (vi du, may mdc sy khdc bidt dd nhdm ldm cho cudc sdng tdt hdng, thidu nguyen lieu, thidu nhan lyc cd dep ban. Cdn luu y Id mpi khoang cdch kd du ttinh dp va ky nang lam vide, ti Id nhdn ea nhung khodng each nay sinh khi thyc td vidn bd viec,...); cdc van dd cdn hoan thien, thdp ban mong dpi duac thd hien bdng cdc la nhung gi lidn quan den vide can phdi tu "tiiidu/chua" vd nhung khoang each ndy hoan thidn ban trong tuong lai dd ldm cho sinh khi thyc td cao ban ed mong dpi dupe cdng vide tdt ban, hieu qua hon (vi dy, khi thd hidn bdng cdc td "qud,...". Cd mpt sd ddu tu mua thidt bi mdi se ddn ddn nhu cdu quan didm khdc lai dua ra dinh nghia vd coi cdn ddo tao va ndng cao trinh dp eda edng vdn dd la mot cai gi dd khd gidi quydt, khd nhdn sd dyng cdng nghe mdi; nhu cau cua xd ly hoge chua dupe xu ly nhu mong dpi. khach hang ngay cang khd tinh vd da dang Trong thyc td qudn ly, cd rdt nhidu logi ddi hdi cdc dieh vy cung cdp can chuydn '"' Chii tich HOi ddng quan tri, Giam doc Cong ty Nhat Tnrong Vinh, EmaU:
147
TAP CHl KHOA HQC BAI HQC VAN LANG S6 03 /2017 nghidp han, hodn thidn ban,...); ede van de
mang tinh ehdt tidm tdng, do la nhflng gi ed thd xay ra tiong tuong lai va can ede nha qudn ly dua ra mdt sd gidi phdp phdng ngda (vi dy, sy thieu hpp tac gifla cac thanh vidn tiong mpt phdng/ban; nhu edu eua thi tiirdng gia tang hogc su tdng trudng qua nhanh eua doanh nghidp dd dan den nguy CO vupt qua kha nang qudn ly,...).
2. cAc cACH TIEP CAN TRONG GlAl QUYET V A N D E
Cd nhieu each tidp can khac nhau dd giai quydt ede vdn dd tuy thupe vao phong each cda nhd qudn ly va mdi trudng lam viSc. Tuy nhien, hai each tidp e^n phd bidn vd tdng quat nhat trong gidi quydt van dd, do la; Tiep can gidi quydt vdn dd mdt each be thdng, logic vd Tidp can gidi quyet van dd mdt cdch sdng tao va linh boat. Kbi tiep can vd giai quyet van dd mpt edeh he thdng va logic, thudng luu y vdn dd la mdt qud ttinh gdm nhidu budc vd chat che. Cdch tidp cdn nay dua ra mpt khung logic cho qua tiinh gidi quydt van de nhung ddi khi nd gidm tinh sang tao vd ddi mdi. Tidp cdn gidi quydt vdn dd mdt each sang tao vd linh hoat mang tinh cdm tinh va cd tinlf sang tgo cao hon. Mdi each tidp can ddu chiu anh hudng eua nhflng phong cdch quan ly khae nhau phii hpp vdi eae ea tinh khae nhau cua eae nha quan ly, Neu cac nha quan ly cd the van dung tdng hpp ca hai cdch tidp can thi qud trinh giai quydt van dd se rdt hidu qua.- 3. QUY TRINH v A c A C BlTdC GlAl QUYET V A N DE
Ndm 1910, John Dewey nhd gido due, tdm ly hpe, tridt gia ngudi My da dua ra mdt quy tiinh giai quyet van dd dp dyng tu duy phdn bidn "Reflective Thinking".
Quy trinh nay ttd thanh mdt quy trinh tieu chuan dd giai quydt vdn dd, bao gdm sau budc: 1) xac dinh vdn dd, 2) phan tich vdn de, 3) dua ra ede gidi phap de gidi quydt vdn dd, 4) ddnh gid va lua chpn cac gidi phdp, 5) td ehuc thye hien giai phap vd 6) danh gid vide thye hien giai phap vd phdt hien ra van dd mdi [5].
3.1. Xdc dinh van dd
Xac dinh van dd la budc ddu tidn nhdm nhdn ra sy tdn tai eda vdn dh, chi ra vdn dd gi dang didn ra vd tae ddng cua ehung nhu the nao, xde dinh xem van dd cd phdi Id vdn de eda minh phdi gidi quydt hay khdng.
Trong trudng hpp khdng dinh rdng, vdn dd dd khdng phai la vdn dd cua minh thi cdch tdt nhat Id chuydn vdn dd do eho ngudi khac ed quydn lye vd ndng luc tdt ban, ehde nang phu hop ban dd gidi quydt. Cdng cy di xdc dinh vdn dd Id edng ey phan tich khodng each (Gap Analysis). Mudn phan tich dupe khoang cdch, ta can danh gid dupe thyc trang, liet ke cdc mong dpi va sdp xdp cac mong dpi do theo thd ty uu tien rdi nhdn didn khoang cdch giua thuc te va nhiing didu mong dpi. Vide xdc dinh vdn de thudng bi tde ddng bdi nguydn ly "tang bang ttdi" eda Ernest Hemingway: 1/8 phan ndi, 7/8 phan chim dudi nude. Tdc la nhung gi minh nhin thay tren mat nude hay con gpi la bd ndi cua van de la hdt sue nhd be so vdi nhiing gi cdn dn gidu dudi nude nhu la phan sdu kin eua vdn de. Xac dinh vdn dd edn luu y tranh suy nghT theo mdt Idi mdn, trdnh nhflng dinh kien ca nhdn vd thdi dp tim hidu van de mpt each hdi hat hode dua vao kinh nghidm cua bdn than, dgc biet ttong dieu kien mdi trudng thay ddi nhanh nhu hi^n nay. Mudn vdy, edn
TAP CHi KHOA HQC BAI HQC VAN LANG Nguyin Thj Tuydt LB khdng ngung nang cao kien thdc, ddi mdi
tu duy va co nhung cdch nhin mdi vd mdt van dd tudng nhu da efl. Can luu y den each md ta van dd theo nhflng edeh khac nhau, hinb anh hda van de va cd gang md td vdn dd cdng dan gidn, ro rang, cang chinh xdc va cd sue thuydt phue edng tdt.
3. 2. Phan tich vdn dd
Phan tich van dd Id ehi ra nhung nguyen nhdn ddn ddn van dd da dupe xdc dinh trong budc md td vdn dd. Hay ndi cdch khdc, khi phdn tich vdn dd chung ta phdi trd ldi dupe cdu hdi vi sao lgi nay sinh van de dd? Ddu Id nguydn nhdn quan ttpng va ca bdn cda vdn de, sdp sdp muc dp quan trpng cua edc nguyen nhan dd. Cd hai ky thugt phd bien dd tim nguyen nhdn gdc rd cua vdn de do la bidu do xuong cd (Fishbone Diagram) vd phuong phap "tgi sao" nam ldn (5 Whys).
Biiu do xuang cd: Bieu do xuong ed, hay cdn gpi la bieu do nguydn nhan - hd qud, dupe sd dyng bdi gido su Kaoru Ishikawa (bidu do nay cdn ed tdn gpi khdc la "Bidu do Ishikawa") [5]. Bieu dd xuong ca dupe sd dung dd nhdn didn cac nguyen nhan gdc rd cua van de. Khi dp dyng bieu dd nay, ngudi ddng se tim ra cae nguydn nhdn tidm tdng vd nguyen nhan cdt Idi gay nen vdn dk mdt each ed he thdng.
Dd tao mpt bidu do xuong ca cdn nam budc:
Bu&c I: Xac dinh vdn dd.
Ddu tien xac dinh vdn dd cdn gidi quydt la gi, cdng cy thd cang tdt. Viet van dd vdo ddu ed va vd mdt dudng thang nhu xuang sdng gidng hinh minh hpa ben dudi:
-t\ V A N B E ^
Bu&c 2: Xdc djnh nhdm nguydn nhan gdy ra van dd. Cd hai phuang phdp xdc djnh nguyen nhdn ehinh la: theo chdc ndng hodc theo quy tiinh. Phuong phdp thudng dupe dp dyng nhdt Id xde dinh nguyen nhdn theo ehde nang. Trong ITnh vye san xuat thudng edc nhom nguydn nhdn se dupe xde dinh theo ndm ydu td 15]: Machine: mdy moe; Method: Phuang phap; Materials:
Nguyen vat lieu; Man: Con ngudi;
Environment: Mdi trudng. Cac ydu td nay cd the dupe thay ddi cho phu hop vdi tung vdn dd, tdng ITnh vyc eu the.
Bu&c 3: Td cac nhanh xucmg ehinh nhu d tren, tidp tyc vd cdc nhdnh xuang con, la nhiing nguyen nhan cu the ban. Mot cdng cu phan tich nguyen nhdn — gde rd thudng dupe sd dung Id cdng cu "5 Whys", mdt edng cy eho rang: De tim ra nguyen nbdn thue sy eua mot van de can phdi lidn tuc ttd ldi cdu hdi "tgi sao" it nhdt nam Idn.
Bu&c 4: Rd sodt lgi so do vua ve vd kidm tra xem cdn bd sdt nhan td nao hay khdng.
Bu&c 5: Xac dinh cae nguyen nhdn quan ttpng nhdt trong tung nhom nguydn nhan. Sau khi dd xdc dinh dupe cac nguydn nhdn edt ydu, ed thd dua ra cdc giai phdp dd khdc phye vdn dd, ddng thai ngan ehgn cdc nguy ca tidm dn co thd trd thanh nguyen nhan gdy ra cdc van de ve sau.
Phirang phdp "tgi sao ndm ldn" (5 Whys)
"5 Whys" Id mdt phuang phap phd bidn dupe dung de tiuy tim nguyen nhan, kdt qua eua van dd vd hidu thau van dd dd.
Cach hoi cua "5 Whys" giup ngudi su dyng nhanh chdng tim ra gdc re eda van de.
Phuang phdp nay dupe phd bien va su
TAP CHI KHOA HQC BAI HQC VAN LANG S6 03/2017 dyng bdi hang sdn xuat xe hai Toyota cua
Nhdt Bdn. Taiichi Ohno, ngudi dupe xem Id cha de cua he thdng sdn xudt Toyota, mieu td phuang phap ndy: "Chang tdi lien tue lap di lap lgi edu hoi tgi sao din ndm ldn vd nhanh eh&ng tim ra gdc re vdn di di edi thiin" [3]. Khi dp dung phuong phap ndy, chdng ta xem xet mpt vdn de bat ky bdng each dgt cau hdi "tgi sao", "nguydn nhan ndo gay ra van dd nay?",... Thdng thudng, edu trd ldi cho eau bdi "tgi sao"
ddu tien se gpi ra cau tta ldi cbo cdu hdi
"tai sao" thd hai, rdi thd ba vd cd thd cho tdi khi nguyen nhdn gde rd cua vdn dd dupe xde dinh. Sd ldn ddt cdu hdi "tai sao" cd the nhidu ban 5. Mdi Idn hdi "tai sao", can chac chdn rdng cdu tia ldi cd can eu dya theo thyc td: nd phdi la nhiing vide da thyc su xay ra chd khdng phai sy kidn cd the xdy ra.
Phuang phdp "tgi sao" nam ldn don gidn vd dd sd dyng. Tuy nhien, chi phu hpp dd truy tim nguyen nhan gdc re eda ede van de dan gidn hoac vdn dd khd vua phdi. Vdi cae van de phuc tgp va quan trpng ban, eo the kdt hpp ca hai ky thuat "bidu dd xuong cd" vd phuang phap "tgi sao nam ldn" de dgt hieu qua tdt ban.
3.3. Du-a ra cac gidi phdp dd giai quydt vdn dd
Dua ra cdc gidi phap Id vide chi ra nhung hogt ddng co the tac ddng vdo nguyen nhan nham lam hgn chd tde ddng gay ra van dd hodc logi bd eae nguyen nhan nham gidm bdt khoang each giua thuc te va mong dpi. Trong budc nay, chung ta phai lam rd co nhiing cdeh ndo cd the giai quydt dupe vdn dd cua minh. Luu y, ludn ludn cd nhieu ban mpt bien phap dd gidi quydt van
de vd ed nhflng giai phdp cd thd giai quydt nhidu ban mot vdn dd.
Khi dua ra cdc giai phap cbo mot vdn dd ch6ng ta edn luu f tdi vide xdc dinh ro mye tieu cda vide dd ra cdc gidi phdp trude khi dd xudt vd tra ldi ro cau hdi cae gidi phap se gidp ehung ta gidi quydt van dd nhu thd ndo? Ndu tidp can myc tidu sai, chdng ta se khdng the gidi quydt tdt van de cua minh. Cd rdt nhidu cdng cy khac nhau hd trp cae nha lanh dgo trong vide tim kiem cae gidi phap nhu phuong phap "edng nao" hay edn gpi la "bao y tudng"; ky thuat phan tieh hai mgt doi lap hay edn gpi la kJ thudt Janusian; va ky thuat an du...
3.4. Ddnh gia va lua chpn giai phdp Danh gia vd lya ehpn giai phdp la qua trinh lya chpn dd xac dinh giai phdp hieu qua nhat, phu hpp nhat cho vdn dd cua minh trong rat nhidu gidi phdp dd dupe dua ra d budc xac dinh cdc gidi phdp. Trudc khi lua ehpn gidi phdp cdn xac djnh ro cac tidu thuc lya chpn va muc tidu eua vide lya ehpn gidi phdp. Sau khi ed nhieu giai phap dupe dd xudt d budc trdn, eae nha quan ly can phdn loai vd nhdm cae giai phap vao tung nhdm phd hpp vdi cac chdc ndng va ITnh vuc khdc nhau. Sau do, tidn hdnh so sdnh cdc giai phap theo tidu thdc phd bidn, tinh hflu ich, chi phi hoge kha ndng thue hidn. Cac cdng cy thudng dupe dung dd danh gid vd lya chpn gidi phdp Id ma ti|n gidi phdp cbi phi, ket qua hoac ma ttan vd chdt lupng va mdc dp chap nhdn cung nhu cdc rui ro cua tdng gidi phap. TCiy theo myc tieu khde nhau ttong tung thdi ky, edc nha qudn ly cd the nhan mgnh ddn edc tidu chi khae nhau (cdn luu y den tinh phd hpp khi lya chpn ede gidi phap). Gidi phdp cd chi
TAP CHI KHOA HQC BAI HQC V A N LANG phi thap nhat chua chdc da Id gidi phap cd tinh phu hop nhdt. Muc dp dd va khd khi thuc hidn gidi phap ciing dupe mdt sd nha quan If quan tam khi can nhdc lya chpn ede giai phdp va ddi khi giai phap dd thyc hidn nhat ehua chac da la gidi phap phu hpp nhdt vdi td chdc.
3.5. To chirc thyc hien gidi phap Thyc hien giai phap la vide bidn giai phdp da dupe lua chpn thdnh hidn thyc.
Trong qua ttinh thye hien gidi phap ta phdi bidt each su dung tdi uu cdc ngudn lye hien CO, xde djnh nhiing kd hoach hanh ddng va budc di phu hop cho gidi phap da dupe lya ehpn. Muc dich cudi cdng eua vide thuc hien giai phap la tung budc gidi quydt vdn dd hien cd va tao ra mdt sy bidn ddi trong td chuc. Khi thuc hien giai phap, cac nha quan ly thudng phai ddi mat vdi hai luc lupng ddi lap nhau, do la nhdm ngudi dng hd va nhdm ngudi phan ddi/chdng ddi. Qua trinh thyc hien giai phap se gap rdt nhieu kho khan ndu chdng ta khdng ludng trudc vd biet ai la nhiing ngudi ung hp minh vd ai la nhiing ngudi chdng ddi de cd each ung xu thich hpp. Tren thyc td, khdng bao gid ed trudng hpp mpi ngudi dng hd tuyet ddi quyet dinh cua minh vi nhu edu cua mdi ca nhan tiong td ehde la khae nhau. Cac nha quan If phdi chdp nhan su chdng ddi va dua ra nhflng bidn phap phd hap nhu thdng bdo cang sdm cang tdt ve su thay ddi vd ldm ro nhung vide ma tung ca nhdn phai thyc hidn de gidi quydt van de, cd gdng giai thich cho mpi ngudi hieu, nhin thay ro myc tidu va Ipi ich cda cdc giai phdp khi thuc hien, dd ra cdc bidn phap khen thudng kip thdi va quy trach nhiem rd rang cho tdng ca nhan, giao ddng ngudi, dung vide tranh sy
Nguygn Thj Tuyet Le chdng cheo vd cd sy kidm tra, giam sat, quan tdm den khdch hang ben trong eua td chdc. Trong qud ttinh thyc hidn gidi phap dd giai quyet van de, cdc nha quan ly cdn tianh vide qua nhan manh vao hdnh dpng ma quen mat muc tieu vd qua trinh dgt myc tidu, nham ldn cdch thuc/phuong tidn dat muc tieu. Khi thuc hidn cac gidi phap, cdn xay dyng thai dp lac quan va ddnh tiidi gian thich hpp eho cac hoat dpng thuc hidn giai phap do theo mdt lich tiinh cy thd; pban tich vd chi ro cdc ca nhan co lien quan va ttach nhidm eua tdng ea nhan khi thye hidn gidi phdp.
3.6, Danh gia viec thyc hien gidi phap va phat hien ra vdn de mdi
Giai phap dupe thyc hien sd tgo ra mdt su thay ddi trong td chdc. Mudn bidt eae giai phap do ed giup chdng ta giai quydt van de hay khdng hoac xdc dinh xem vdn de da dupe giai quydt den mdc dp nao, chdng ta phai tien hdnh danh gia vide thuc hien cdc giai phap. Vide ddnh gia ket qua thye hien cdc giai phap cdn cho phep eae nha quan ly xac dinh lieu eo khoang each mdi nao dupe tgo ra trong qua trinh giai quyet van dd hay khdng, qua trinh giai quyet van dd cd tgo ra them van de mdi nao hay khdng. Day la mot budc het sue quan trpng dd nhin nhgn muc dp dat muc tieu dh ra eua cac giai phap va cd cdc didu chinh phu hpp. Qua tiinh giai quydt vdn dd mdt mat chiu sy tac ddng cua mdi trudng nhung mat khae no cung co tac dpng nhat djnh ddn mdi trudng va dnh hudng ddn lpi ich cda cac ddi tdc co lidn quan. Khi giai quyet van de, can luu y den cac nhan td co the can trd qua ttinh gidi quyet van dd mdt each sang tao nhu each nhin nhan van de
TAP CHI KHOA HOC BAI HQC VAN LANG sd 03 / 2017 theo ldi mdn, suy nghT xa edng hoac qua
trung thanh vdi qua khd vd kinh nghiem, tu ngdm dinh nhiing rdng budc mdi cho van dd cda minh,... Khi ddi mat vdi nhung vdn dh kho, hdy cd gdng vupt qua nhiing can trd sdn cd cua con ngudi bang each thuc hien cae hanh dpng sau day: sd dung nhidu hudng suy nghT, khdng suy nghT mot chieu;
su dung nhidu each suy nghT, khdng tu duy theo ngdn ngu:; khdng hodn toan dya vao kinh nghiem trong qua khd; xde dinh bdn chdt ea bdn, nhflng diem tucmg ty cua nhirng vdn dd hdu nhu khdng cd quan he vdi nhau; lpe bd nhiing thdng tin thda va tim kidm cac thdng tin eon thieu; tranh vide ty gidi ban van de, tgo ra nhiing gidi ban vd hinh ngdn ehgn suy nghT mpt each sang tao;
khac phuc sy e nggi, ryt re khi dgt ra nhittig cdu hdi; sd dung, phat trien ea hai each suy nghT "suy nghT phan de phai" vd "suy nghT phan 6e trai"; khi xac djnh vdn de can "bidn Ig thanh quen, quen thanh la", trudc hdt tgp
trung dinh nghTa vdn dd, sau dd lam bien ddi nd, nhin nd dudi nhidu gdc dp khdc nhau; da dang hda cdc dinh nghia vdn dd bang each cd nhieu each djnh nghia khdc nhau (it nhdt la hai) hodc bdng edeh dgt ra hang loat cac cdu bdi xung quanh van dd;
ldt ngupc vdn de dang xem xet bdng edeh bdt ddu tu kdt qud va ldn ngupc lgi; md rpng cac danh myc, cac gidi phap bang each chia nhd cdc van dd hidn tgi thanh nhimg vdn dd nhd han; tang sd lupng cac gidi phdp bdng cdch kdt hpp eae van de khdng cd quan he vdi nhau.
4. KET LUAN
Ky ndng gidi quydt vdn de ludn Id ky ndng quan ttpng va can cd d mpi ngudi ndi chung vd d lanh dgo doanh nghidp noi ridng. Mudn di den thanh cdng ttong cdng vide ciing nhu trong kinh doanh, chung ta edn phdi xay dyng cho ban thdn ky ndng gidi quyet van de vd thyc thi m^t cdch hieu qua.
TAI LIEU THAM KHAO
1. Baba, M.L., Gluesing, J., Ratner, H., & Wagner, K.H. (2004), The context of knowing.
Natural history of a globally distributed team. Journal of Organization Behaviour.
2. David C. Thomas (2008), Cross-Cultural Management: Essential Concepts, Sage Publications.
3. Taiichi Ohno; foreword by Norman Bodek (1988). Toyota production system: beyond large-scale production. Portland, Or: Productivity Press.
4. Helen Deresky (2011), International Management: Managing across borders and cultures (7th edition). Prentice Hall Publication.
5. Cause & Effect "Fishbone" Diagram.
http://www.medicine.wisc.edu/sites/default/files/domflles/housesta ff/Fishbone%)20Diagra m.pdf.
Ngay nhan bdi: 15/05/2017. Ngay bien tdp xong: 28/5/2017. Duyet dang: 02/6/2017
