【正文】 Personal Development. ? Policy—Companywide engagement, HR,IT,and Finance support. ? Management—Project, Team, and Change Management. 33 Deployment Structure Master Black Belts (FullTime) Project Champions (PartTime) Black Belts (FullTime) Green Belts (PartTime) Executive Leadership (PartTime) Deployment Directors (Full/PartTime) 34 6s Project Champions 6s Deployment Champion(s) SM Business Unit Leader CEO Corporate 6s Senior ChampionSM HR Deployment ChampionSM IT Deployment ChampionSM Finance Deployment ChampionSM PR Deployment ChampionSM Business Operations Leaders 6s HR Manager 6s Financial Manager Green BeltsSM 6s IT Manager Training Deployment ChampionSM 6s Master Black BeltsSM 6s Comm. Manager 6s Training Manager 6s Project ChampionsSM 6s Black BeltsSM 6s Deployment Infrastructure 6s Executive Council Six Sigma Deployment Roles 35 Phase I—Cascading ? Establish deployment structure ? Executive, top management, champion awareness training ? Black Belt training ? Tools implementation training ? Leadership training 36 Phase II—Accelerate development ? Deployment structure implementation and disposition in each function. ? Every salary is GB. ? Begin to implant into current quality system. ? ISO14000 and QS9000 integration. 37 Phase III—Integration ? Implant six sigma methodology in other quality tools ? Partnership with other quality system. ? Six sigma training to supplier and franchise. ? Six sigma in daily business. ? DFSS(Design for Six Sigma). ? BB/MBB in leadership position. 38 It is All about Value The Customer Value Proposition Defines Business Strategy ? Customers choose to buy from us because... ? Investors entrust their money to us because... ? Employees choose to work for us because... 39 Three Customer Value Proposition Strategies… ? Product differentiation ? Operational excellence ? Customer partnerships Competitive advantage! 40 Consumer . Producer ? Customers – higher expectation ? Defectfree quality ? Product ? Service ? Producer planning for changes to meet customer requirements. ? Strategic: changing the way every level of a business is managed on a daily basis. ? Tactical: six sigma methodology and crossfunctional. ? Cultural: out of box thinking, everyone involved and mon language is data. Customers want to purchase high quality products and services at the lowest cost, just as panies want to produce high quality goods and services at the lowest possible cost. 41 Maximizing Customer Value Deriving value from the Need Do Interaction Model Need Do Customers and suppliers exchange value through the NeedDo interaction. Customer Supplier Interaction 42 ValueCapturing the voice of Customers ? Partial Kano Analysis Degree of Achievement Customer Satisfaction Surprise: ―Ergonomically Delighting‖ Desire: ―Operate Quietly‖ Necessities: ―Doesn’t Fail Mechanically‖ ―Doesn’t Fail Electrically‖ ―Is Durable‖ Basic Quality Performance Quality Excitement Quality 43 Business initiatives Delivery Cost Customer requirements Quality ? When we say something is a CTQ, can we describe it from – Customer’s perspective? – Our perspective? ? Can we demonstrate the relationship? PRODUCT QUALITY SHIPMENT ACCURACY CONDITION FILL RATE/ ONTIME DELIVERY ORDER SERVICE/ INFORMATION PROFITABLE CUSTOMER GROWTH Customer Satisfaction 44 Building the relationship Internal Others External Segment Databases from VOC Data extraction am