【正文】 panies, Inc., 2023 Benchmarking Selecting best practices to use as a standard for performance ? Determine what to benchmark ? Form a benchmark team ? Identify benchmarking partners ? Collect and analyze benchmarking information ? Take action to match or exceed the benchmark 24 169。The McGrawHill Companies, Inc., 2023 Resolving Customer Complaints Best Practices ? Make it easy for clients to plain ? Respond quickly to plaints ? Resolve plaints on the first contact ? Use puters to manage plaints ? Recruit the best for customer service jobs 25 169。The McGrawHill Companies, Inc., 2023 Tools for TQM ? Quality Function Deployment – House of Quality ? Taguchi technique ? Quality loss function ? Pareto charts ? Process charts ? Causeandeffect diagrams ? Statistical process control 26 169。The McGrawHill Companies, Inc., 2023 Six Sigma Quality ? A philosophy and set of methods panies use to eliminate defects in their products and processes ? Seeks to reduce variation in the processes that lead to product defects ? The name, “six sigma” refers to the variation that exists within plus or minus three standard deviations of the process outputs ?3?27 169。The McGrawHill Companies, Inc., 2023 標(biāo)準(zhǔn)差績(jī)效層級(jí) 標(biāo)準(zhǔn)差層級(jí) 每百萬(wàn)次交易的誤差 6 (%) 5 233 (%) 4 6210 (%) 3 66807 (%) 2 308527 (70%) 1 690000 (29%) 交易 99% 六標(biāo)準(zhǔn)差 流失訂單 /每 30萬(wàn)件 3000件 1件 抱怨 /每五萬(wàn)次交易 410件 不到 2件 當(dāng)機(jī)時(shí)間 /wk 不到 /wk 28 169。The McGrawHill Companies, Inc., 2023 29 169。The McGrawHill Companies, Inc., 2023 6 Sigma 30 169。The McGrawHill Companies, Inc., 2023 六標(biāo)準(zhǔn)差基本原則 ? 徹底的顧客導(dǎo)向。 ? COPQ與 CTQ是 6 Sigma的指導(dǎo)原則。 ? 重視流程。 ? 以 6 Sigma品質(zhì)水準(zhǔn)為目標(biāo)。 ? 以平均值與變異來(lái)評(píng)價(jià)流程。 ? 共同語(yǔ)言就是統(tǒng)計(jì)手法。 ? DMAIC是 6 Sigma活動(dòng)的改革戰(zhàn)略。 31 169。The McGrawHill Companies, Inc., 2023 32 169。The McGrawHill Companies, Inc., 2023 Six Sigma Quality (Continued) ? Six Sigma allows managers to readily describe process performance using a mon metric: Defects Per Million Opportunities (DPMO) 1 , 0 00 ,00 0 x u nit s of N o . x u nit p e r er r o r fo r ie so pp ort un i t ofN u m b e r d e fe cts ofN u m b e r ???????????D PM O33 169。The McGrawHill Companies, Inc., 2023 Six Sigma Quality (Continued) Example of Defects Per Million Opportunities (DPMO) calculation. Suppose we observe 200 letters delivered incorrectly to the wrong addresses in a small city during a single day when a total of 200,000 letters were delivered. What is the DPMO in this situation? ? ?0 00,1?? 1 , 0 00 ,00 0 x 2 00 , 0 00 x 1 2 00D PM OSo, for every one million letters delivered this city’s postal managers can expect to have 1,000 letters incorrectly sent to the wrong address. Cost of Quality: What might that DPMO mean in terms of overtime employment to correct the errors? 34 169。The McGrawHill Companies, Inc., 2023 Six Sigma Quality: DMAIC Cycle ? Define, Measure, Analyze, Improve, and Control (DMAIC) ? Developed by General Electric as a means of focusing effort on quality using a methodological approach ? Overall focus of the methodology is to understand and achieve what the customer wants ? DMAIC consists of five steps…. 35 169。The McGrawHill Companies, Inc., 2023 Six Sigma Quality: DMAIC Cycle (Continued) 1. Define (D) 2. Measure (M) 3. Analyze (A) 4. Improve (I) 5. Control (C) Customers and their priorities Process and its performance Causes of defects Remove causes of defects Maintain quality 36 169。The McGrawHill Companies, Inc., 2023 Example to illustrate the process… ? We are the maker of this cereal. Consumer Reports has just published an article that shows that we frequently have less than 15 ounces of cereal in a box. ? What should we do? 37 169。The McGrawHill Companies, Inc., 2023 Step 1 Define ? What is the criticaltoquality characteristic? ? The CTQ (criticaltoquality) characteristic in this case is the weight of the cereal in the box. 38 169。The McGrawHill Companies, Inc., 2023 Define 工具 ? 【 SIPOC圖 】 通常在 DMAIC界定開(kāi)始成形綜觀需改善流程所劃出，用以找出品質(zhì)關(guān)鍵環(huán)節(jié) (CriticalToQuality,CTQ)， SIPOC分別代表： Supplier：供應(yīng)者，提供流程所需的人、流程或公司。 Input：投入，提供之物料或資訊。 Process：流程，內(nèi)部流程步驟。 Output：產(chǎn)出，交給顧客的產(chǎn)品、服務(wù)、資訊。 Customer：顧客，流程的下個(gè)步驟或終端客戶。 39 169。The McGrawHill Companies, Inc., 2023 40 169。The McGrawHill Companies, Inc., 2023 2 Measure ? How would we measure to evaluate the extent of the problem? ? What are acceptable limits on this measure? ? 找出 CTQ(Critical to Quality) ? 比較公司內(nèi)部的實(shí)際情況與與 CTQ中間所發(fā)生的 缺陷 41 169。The McGrawHill Companies, Inc., 2023 2 – Measure (continued) ? Let’s assume that the government says that we must be within 177。 5 percent of the weight advertised on the box. ? Upper Tolerance Limit = 16 + .05(16) = ounces ? Lower Tolerance Limit = 16 – .05(16) = ounces 42 169。The McGrawHill Companies, Inc., 2023 2. Measure (continued) ? We go out and buy 1,000 boxes of cereal and find that they weight an average of ounces with a standard deviation of .529 ounces. ? What percentage of boxes are outside the tolerance limits? 43 169。The McGrawHill Companies, Inc., 2023 Upper Tolerance = Lower Tolerance = Process Mean = Std. Dev. = .529 What percentage of boxes are defective (. less than oz)? Z = (x – Mean)/Std. Dev. = ( – )/.529 = NORMSDIST(Z) = NORMSDIST() = .100978 Approximately, 10 percent of the boxes have less than Ounces of cereal in them! 44 169。The McGrawHill Companies, Inc., 2023 FMEA (Failure Mode and Effects Analysis) 45 169。The McGrawHill Companies, Inc., 2023 Step 3 Analyze How can we improve the capability of our cereal box filling process? –Decrease Variation –Center Process –Increase Specifications 46 169。The McGrawHill Companies, Inc., 2023 Step 4 – Improve – How good