【正文】 nc., 2023 六標(biāo)準(zhǔn)差基本原則 ? 徹底的顧客導(dǎo)向。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。 1995 Corel Corp. 23 169。The McGrawHill Companies, Inc., 2023 Shewhart’s PDCA Model Identify the improvement and make a plan Test the plan Is the plan working Implement the plan 21 169。The McGrawHill Companies, Inc., 2023 Deming’s Points continued ? Drive out fear ? Break down barriers between departments ? Stop haranguing workers ? Support, help, improve ? Remove barriers to pride in work ? Institute a vigorous program of education and selfimprovement ? Put everybody in the pany to work on the transformation 18 169。The McGrawHill Companies, Inc., 2023 Total Quality Management (TQM) Defined ? Total quality management is defined as managing the entire anization so that it excels on all dimensions of products and services that are important to the customer 14 169。The McGrawHill Companies, Inc., 2023 Quality Specifications ? Design quality: Inherent value of the product in the marketplace – Dimensions include: Performance, Features, Reliability, Durability, Serviceability, Response, Aesthetics, and Reputation. ? Conformance quality: Degree to which the product or service design specifications are met 10 169。 customer satisfaction ? Recent winners – Corning Inc.。The McGrawHill Companies, Inc., 2023 Quality movement 8 169。The McGrawHill Companies, Inc., 2023 Definitions of Quality ? ASC: Product characteristics features that affect customer satisfaction ? UserBased: What consumer says it is ? ManufacturingBased: Degree to which a product conforms to design specification ? ProductBased: Level of measurable product characteristic 4 169。1 169。The McGrawHill Companies, Inc., 2023 Importance of Quality ? Costs market share ? Company’s reputation ? Product liability ? International implications Increased Profits Lower Costs Productivity Rework/Scrap Warranty Market Gains Reputation Volume Price Improved Quality 5 169。The McGrawHill Companies, Inc., 2023 ? Established in 1988 by the . government ? Designed to promote TQM practices ? Some criteria – Senior executive leadership。 GTE。The McGrawHill Companies, Inc., 2023 F r e q .XT a rg e t U S LL S LA study found . consumers preferred Sony TV’s made in Japan to those made in the . Both factories used the same designs specifications. The difference in quality goals made the difference in consumer preferences. Japanese factory (Targetoriented) . factory (Conformanceoriented) Target Specification Example 11 169。The McGrawHill Companies, Inc., 2023 TQM Enpasses entire anization, from supplier to customer Stresses a mitment by management to have a continuing panywide drive toward excellence in all aspects of products and services that are important to the customer. 15 169。The McGrawHill Companies, Inc., 2023 Concepts of TQM ? Continuous improvement ? Employee empowerment ? Benchmarking ? Justintime (JIT) ? Taguchi concepts ? Knowledge of tools 19 169。The McGrawHill Companies, Inc., 2023 Employee Empowerment ? Getting employees involved in product process improvements – 85% of quality problems are due to process material ? Techniques – Support workers – Let workers make decisions – Build teams quality circles 169。The McGrawHill Companies, 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 標(biāo)準(zhǔn)差績效層級 標(biāo)準(zhǔn)差層級 每百萬次交易的誤差 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 30萬件 3000件 1件 抱怨 /每五萬次交易 410件 不到 2件 當(dāng)機時間 /wk 不到 /wk 28 169。 ? COPQ與 CTQ是 6 Sigma的指導(dǎo)原則。 ? 共同語言就是統(tǒng)計手法。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 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。 Process：流程，內(nèi)部流程步驟。The McGrawHill Companies, Inc., 2023 40 169。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 Step 4 – Improve – How good is good enough? Motorola’s “Six Sigma” – 6? minimum from process center to nearest spec 1 23 1 02 312 ?6 ?47 169。The McGrawHill Companies, Inc., 2023 Tools ? Tools for generating ideas – Check sheet – Scatter diagram – Cause and effect diagram ? Tools to anize data – Pareto charts – Process charts (Flow diagrams) ? Tools for identifying problems – Histograms – Statistical process control chart 51 169。The McGrawHill Companies, Inc., 2023 Analytical Tools for Six Sigma