【正文】 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... 38 Three Customer Value Proposition Strategies… ? Product differentiation ? Operational excellence ? Customer partnerships Competitive advantage! 39 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. 40 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 41 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 42 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 43 Building the relationship Internal Others External Segment Databases from VOC Data extraction transformation Departmental data mart 0102030405060708090第一季 第二季 第三季 第四季東部中部北部0102030405060708090第一季 第二季 第三季 第四季東部中部北部Intelligence reports for projects Correlation analysis 44 Data transformation ? What should we do to make it easily accessible as information to managers and subordinates? ? What sort of analysis can we conduct? ? How does that analysis add value? ? How can we further extend the value of our data analysis? 45 Opportunity and alternative ? Focus on the best opportunities ? Stratify to define target arenas ? Define real options ? Build a portfolio of opportunities to pursue ? Meet customer requirements by running the business as we do? ? Or need to change to get prodigious improvement? Six sigma? 46 Consumerdriven six sigma ? Requires consumer strategy, product strategy, and infrastructure strategy and link them inextricably together. ? Conducts business through the consumers’ eyes and shares unfiltered insight within the enterprise. ? Creates a pelling consumer experience and innovates services as well as products. ? Adds value in the eyes of the consumer. ? Integrates the product and information. 47 Transforming Customer Feedback Into SAQ and then Six sigma Projects Single Agenda for Quality and Customer Satisfaction Top 25 issues Develop Actionable Projects Identify Generic Critical X’s High Mileage DFSS New Product Content Measure and Monitor Critical X’s Identify Critical X’s Out of Specification Develop Action to Restore Critical X’s MBB Action VRT (Process owner) Black Belt Project Leader FPS Plant Operations DMAIC Green Belt Projects 48 Consumer Driven 6Sigma offers a structured problem solving methodology to achieve breakthrough improvements by systematically identifying root causes and eliminating them using an integrated set of statistical tools, problem solving techniqu