目录
一、目的 ......................................................................................................................................2
二、范围 ......................................................................................................................................3
三、问题概念 ...............................................................................................................................3
四、角色和职责 ...........................................................................................................................3
1．项目经理 ...........................................................................................................................................3
2．问题分析员 .......................................................................................................................................4
3．问题处理员 .......................................................................................................................................5
五、问题处理过程 .......................................................................................................................5
1．问题处理概要流程 ............................................................................................................................5
2．问题收集和记录................................................................................................................................6
3．问题的识别和分派 ............................................................................................................................7
4．问题调查与分析................................................................................................................................9
5．问题实施评估..................................................................................................................................11
6．问题管理回顾..................................................................................................................................12
六、问题管理过程的 KPI............................................................................................................13
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