【正文】 Work Breakdown Tool ? I1 Identify Vital Few。 ? Define Steps (3) Select Target Product/Service Analysis Business Process Analysis Core Process Identify Customer Listen to VOC Specify Customer Requirement Select CTQ (Big Y) Specify CTQ (Small Y) Evaluate Potential Projects Select Project Build Effective Team ? Define Steps (4) ? CTQ Critical to Quality ? 只要是顧客要求的 ， 就是關鍵品質(CTQ)。 在80年代，品質要求已提升至 3? ，但此標準美國會發(fā)生以下事件： ?※ 每年有 20,000次配錯藥事件 ?※ 每年有超過 15,000個嬰兒出生時會 被拋落地上 ?※ 每年平均有 9小時沒有水、電、暖氣供應 ?※ 每星期有 500宗做錯手術事件 ? 雖然 3?合格率已達到 %的水平，但相信各位對以上品質要求並不滿意。所以有很多公司已要求「 6?」的品質管理，其合格品率為 %。 亦稱為 『 重要成果 』 、 『 特殊限制 』 或流程的 『 Y變數(shù) 』 。 ? Screening DOE, Streamlining, Force Field Analysis ? I2 Formulate Optimum Model。 ? Regression, Hypothesis Test, ANVOA, MultiVari Analysis ? A1 Set Up Improvement Goal ? In M3 the current product capabilities were defined. ? Step A1 provides the tools to define performance objectives. ? The purpose is to set objective to establish a balance between improving customer satisfaction and available resources. ? A1 step covers following topics: – Establish performance goals – Assess shortterm and longterm sigma in terms of measurement benefits (decrease in COPQ, increase in revenue) – Determine improvement direction by the gap analysis between goal and current level ? Paths to Performance Goals Performance Goals Process Improvement (Entitlement) Process Change (Breakthrough) Baseline Process Measurement ? Benchmarking Why Benchmark (1)? Innovation Continuous Improvement Breakthrough Improvement Continuous Improvement Time Performance ? Benchmarking Why Benchmark (2)? ? Develop and Improvement Strategic Goals ? Establish actionable objectives ? Provide sense of urgency ? Encourage breakthrough thinking ? Create a better understanding of your industry ? A2 Identify Potential Causes ? Finding main independent variables, and making the list Y = f (X) ? Object Make list of potential independent variables for changing improving Y value methods ? Brainstorming ◎ Cause Effect Diagram ? Multivoting ◎ Logic Tree ? Cause Effect Diagram P e r s o n n e lM a c h i n e sM a t e r i a l sM e t h o d sM e a s u r e m e n t sE n v i r o n m e n tC a u s e a n d E f f e c t D i a g r a mVariation in measurement System ? A3 Verify Potential Causes ? Overview ? In step A3, setting a possible priority as to their importance to the potential variables (X’ s) identified in step A2 ? Purpose ? General a list of important factors (vital few) from the potential variables. Y = f [(x1,x2,x3) (x4,x5,… .,xn)] Vital Few Trivial Many ? Pareto Analysis Rot tenBr ui sedUnder si zedOt her s2 3 5 1 0 0 8 7 1 95 3 . 3 2 2 . 7 1 9 . 7 4 . 3 5 3 . 3 7 6 . 0 9 5 . 7 1 0 0 . 005 01 0 01 5 02 0 02 5 03 0 03 5 04 0 04 5 002 04 06 08 01 0 0D e f e c tC o u n tP e r c e n tC u m %PercentCountP a r e t o C h a r t f o r C A T E G O R I E S? Correlation Analysis ? A statistical analysis to investigate / measurement of association between two variables (X, Y) is called analysis. ? Correlation tells you the trend of Y when X value increase/decrease. ? Correlation Analysis using Scatter Diagram Analysis. ? Correlation coefficient indicates closeness of a relationship between X and Y. ? Regression Analysis (1) Y = f (x1, x2, x3,… ) Status and characteristics of a process Modeling Mathematical equation X Y ? Regression Analysis (2) ? Types of Regression Model ? Simple linear regression ? Multiple linear regression ? Nonlinear regression Y = f(X) Y: dependent variable X: independent variable ? Types of Hypothesis Test Types of Data Discrete Data Continuous Data Mean Test ◎ t –Test ◎ ANOVA Variance Test ◎ F –Test ◎ Chi Square . DMAIC Methodology 5 Stages DMAIC Methodology and Statistical Tools ? Phase: Improve ? Steps。三個圓圈的策略讓 GE公司找到焦點，不再是集團 (似乎什麼都做 )。 ? . 由需求的觀點 ? 在 70年代，產品達到 2?便達到標準。 ? 在 3?水準， 由 1000個零件組成的產品中 ，每 15個產品中只有 1個產品是好的。 CTQ係任何會直接影響顧客對產品 /服務品質觀感之因素 。 ? Optimizing DOE(RSM), Solution Selection Matrix ? I3 Set Up Operating Window。 ? Pareto, Brainstorming, Cause Effect Diagram, Logic Tree ? A3 Verify Potential Causes。圓圈外的的事業(yè)將被整頓、關閉或出售。 ? 因此美國開始檢討其品質，各種品質系統(tǒng)亦相繼提出，其中