6sigma普及培訓(xùn)教材(ppt53頁)-文庫吧
2025-02-19 12:40 本頁面
【正文】 K FROM MOTOROLA6? We are in business to make money We make money by satisfying needs We are able to satisfy needs by doing Every need/do pair is an interaction The aim of customer focus is on improving need/do interactions Repetition of the same action constitutes a process Improvement of our business means improvement of our processes Customers need products/services ontime, with zero defects, at the lowest cost Suppliers create processes to generate needed products As process capability improves, the product quality increases As quality increases, costs and cycletime go down The attributes of customer satisfaction must be measured if they are to be improved To improve means we must be able to predict and prevent, not detect and react Prediction is correlated to certainty Maximization of certainty is dependent upon the measurement of process capability Process capability is best understood and reported using statistics Statistics is dependent upon data Data must be collected in the process according to a plan Statistics is used to convert raw data into meaningful summary information Statistical information is used to report on, improve, and control the process The basis of statistics is the mean and standard deviation The mean reports on process centering The standard deviation reports the extent of variation or scatter about the mean By bining the mean and standard deviation, the sigma of a process can be calculated The sigma of a process tells us how capable it is The process sigma can be used to pare similar or dissimilar processes Such parison of processes is called benchmarking Benchmarking is a petitive tool used to uncover what we do well and not so well Once basic petencies and deficiencies are know, corrective action can be taken Corrective action leads to the reduction of defects, cycletime, and cost The reduction of defects, cycletime, and cost leads to improved customer satisfaction As customer satisfaction improves, the likelihood of doing business increases As business increases, we (as individuals) grow and prospern 我們經(jīng)營(yíng)是為了掙錢。n 我們達(dá)到滿意的需求才能掙錢。n 我們有能力通過做來達(dá)到滿意的需求。n 每一個(gè)需求和做是一對(duì)相互作用。n 顧客焦點(diǎn)的目標(biāo)是需求和做相互作用的持續(xù)提高。n 重復(fù)同一個(gè)動(dòng)作即稱為過程。n 改進(jìn)我們的經(jīng)營(yíng)就意味著改進(jìn)我們的過程。n 顧客需求的產(chǎn)品 /服務(wù)是及時(shí)的、沒有缺陷、價(jià)格最低。n 供方建立過程來生產(chǎn)需求的產(chǎn)品。n 當(dāng)過程能力提高了，產(chǎn)品的質(zhì)量也提高了。n 當(dāng)質(zhì)量提高了，成本和循環(huán)周期降低了。n 顧客滿意度的特征必須被測(cè)量，如果他們將被提高。n 改進(jìn)就意味著我們有能力預(yù)報(bào)和防止，而不是發(fā)現(xiàn)和重做。n 預(yù)報(bào)和確定的事實(shí)相關(guān)。n 確定的最大程度是依據(jù)過程能力的測(cè)量。n 過程能力應(yīng)被最佳的理解并使用統(tǒng)計(jì)技術(shù)記錄。n 統(tǒng)計(jì)是依據(jù)數(shù)據(jù)。n 數(shù)據(jù)必須根據(jù)計(jì)劃在過程中收集。n 統(tǒng)計(jì)技術(shù)是用于將原始數(shù)據(jù)轉(zhuǎn)變到有意義的摘要資料中。n 統(tǒng)計(jì)信息是用于記錄、改進(jìn)和控制過程。n 統(tǒng)計(jì)技術(shù)的原理是平均值是標(biāo)準(zhǔn)偏差。n 平均值是過程的中心值。n 標(biāo)準(zhǔn)偏差記錄變化范圍或是平均值的分散。n 結(jié)合平均值和標(biāo)準(zhǔn)偏差，能夠計(jì)算出過程的 “6 σ”。n 過程的 “6 σ”告訴我們它的能力是多大。n 過程的 “6 σ”能夠用于比較相似或不同的過程。n 過程的比較被稱作基準(zhǔn)。n 基準(zhǔn)是競(jìng)爭(zhēng)性的工具，用來揭示我們做的好的地方和做的不好的地方 。n 一旦知道基本的能力和不足，就要采取糾正措施。n 糾正措施可以減少過失，循環(huán)周期和降低成本。n 可以減少過失，循環(huán)周期和降低成本可以提高顧客的滿意度。n 當(dāng)顧客的滿意度提高了，經(jīng)營(yíng)的可能性就增加了。n 當(dāng)經(jīng)營(yíng)增加了，我們（做為個(gè)人）成長(zhǎng)并生意興隆了。? 摩托羅拉公司在通訊行業(yè)迅速崛起摩托羅拉公司在通訊行業(yè)迅速崛起? 德克薩斯儀器公司的產(chǎn)品缺陷在一年內(nèi)降低了德克薩斯儀器公司的產(chǎn)品缺陷在一年內(nèi)降低了 87%? 聯(lián)信公司在聯(lián)信公司在 97年第四季度由六西格瑪項(xiàng)目帶來的年第四季度由六西格瑪項(xiàng)目帶來的收益高達(dá)收益高達(dá) 10億美元億美元? GE 實(shí)施六西格瑪后，股票市值飆升，實(shí)施六西格瑪后，股票市值飆升， 1997年起年年起年年被財(cái)富雜志評(píng)為美國(guó)最受歡迎的公司。年被財(cái)富雜志評(píng)為美國(guó)最受歡迎的公司。6?就是財(cái)富 您需要一把鑰匙?缺陷率降到 5%以后就難以再降。?客戶長(zhǎng)期投訴某個(gè)問題卻無法解決?生產(chǎn)效率在現(xiàn)有設(shè)備基礎(chǔ)上無法再提高?每天都有一定量的報(bào)廢，大家都習(xí)以為常?總部要求降低銷售費(fèi)用，銷售人員認(rèn)為
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