【正文】 wo key drivers of increased Total customer satisfation and reduced cost Product/Service is delivered when promised ? Every occurrence of a defect within the process requires time to inspect,fix,and reinspect ? Average cycle time is directly proportional to the total number of defects in the process. Product/service is delivered with no defects ? No test/inspection is 100% effective in finding defects. ? Delovered defects escape test/inspection within the process. ? Delivered defects are directly proportional to the total number of defects in the entire process Six sigma quality impoves customer satisfaction Reducing the total defects in the enire process reduces: – Delivery delinquencies。 A Closing ments Alliance Partnerships MASET, LLC. and Motorola Maset areas of expertise ? Quality(Six Sigma) ? Cycle time eduction ? Leadership ? Cultural change ? Project Management ? Supply chain Management ? Facilitation ? Training Demystifying Six Sigma What does Six Sigma mean to you ? Many different definitions will try to address three this morning Six sigma as a statistical term Normal Distribution ??? ??? ??? ? ??? ??? ??? Mean Standard deviation ??? ??? ??? ? ??? ??? ??? mean % % % Six sigam as a statistical term ? Values of a standard deviation one sigma = % 317,311 ppm two sigma = % 45,500 ppm three sigma = % 27,000 ppm six sigma = % ppb Six sigma as a quality term ? Invented by motorola in the mid 80’s ? Service marked and registered by Motorola ? Accepted by all countries ? Accepted by all anization ? Mean +? Virtually no defects ( ppm) Lower Specifacation limit upper Specifacation limit 6? 5? 4? 3? 2? 1? 0 +1? +2? +3? +4? +5? +6? Allow s for variation in measurement Sigma shift + Virtually no defects ( ppm) Six sigma as a quality term Six Sigma = ppm defective Six sigma is a way to change an anizations culture ? Provides a means of delivering Total customer satisfaction ? Focuses everyone in the anization on the same objective Definition of defect Defect are good! “ Associates need to feel fortable in identifying and reporting defects.” The effects of defects ? Every occurrence of a defect within the process requires time to inspect,fix,and reinspect. ? Average cycle time is directly proportional to the total number of defects in the process. Wele to Motorola’s Quality Story Culture Culture guides the enterprise’s DayToDay behavior The nature of culture ? Culture provides its members with guidelines for dealing with just about everything ? Much of every culture is cvert and implicit largely submerged like an iceberg ? Cultures are constantly changing and evolving. ? When culture and strategy clash,invariably culture wins out. ? If the anizational culture does not embrac initiatives related to change,overall change efforts will fail There is no such thing as “We’re different” WE’RE DIFFERENT Functions in a typical anization ? Accounting ? Advertising ? Distribution ? Energy management ? Environmental affairs ? External affairs ? Facilities ? Finance ? Health amp。 overview Demystifying Six Sigma Creating the Six Sigma Culture Managing the