bpms04acfc(存儲版)
【正文】 Capturing Y on a Customer Unit Basis Y = F (x) Capture the customer’s transactional scale. Examples: days early / late vs. request, minutes to respond Unit Scale Capture the customer’s transactional unit. Examples: manufacturing – On Time, quotations Response Time OutsideIn: The whole view Customer Specs: What they want you to be Y = F (x) Understanding the Output as the Customer Customer Process Your Process C A B Customer View How did the performance of my supplier affect my total process performance? Your View Two Views of Performance How did we conform to the customer’s requirement? CAPTURE WHAT THE CUSTOMER SEES THE ENTIRE DISTRIBUTION OF Y VALUES Example: As the Customer Sees It Customer View 0 2 5 5 0 7 5 1 0 0 1 2 5Min = 17 Max = 118 Producer View 0 25 50 75 100 12553 THE ENTIRE DISTRIBUTION OF Y VALUES SEEN BY CUSTOMER Month 1 Month 2 Month 3 Average 17 42 61 58 79 32 57 118 42 48 49 58 62 86 58 46 76 86 104 29 59 45 69 47 67 56 66 55 25 43 53 Key Variance Measure Span ? Span is the difference between the best and worst performance experienced by the customer ? In other words, it is the span of the maximum and the minimum values of customer metric, as actually observed by the customer ., material fulfillment time. Product Shipped Product Produced Order Scheduled Customer Request Delivery Verified Product Arrives Invoice Payment Span measures the performance of a Customer Metric (Y) in terms of the total variation seen by customers. Usually this is an output of a co
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