【文章內(nèi)容簡介】 Strong Relationship weak Relationship ? medium Relationship Blank No Relationship ? ? ? ? Review and Transition ? In Determine What to Measure, we learned: – The role that data plays in process improvement – The cause and effect relationships that occur inside the team’ s process – How to determine the indicators needed to evaluate current process performance ? In Management Measurement, we will learn: – The different types of data and how each type can provide the team with different insights and knowledge of a process – How to develop operational definitions and data collection plans that build validity and consistency in the data which the team gathers Determine What to Measure Manage Measurement Understand Variation Determine Sigma Performance Excel Team Performance Measure Performance Manage Measurement Manage Measurement ? objective – To establish a discipline and a methodology to be costefficient and effective in collecting data to measure performance. ? Key Topics – Data Collection – Operational Definition – Measurement Plan – Performance Date Versus Cause Data – Sampling Determine What to Measure Manage Measurement Understand Variation determine Sigma Performance Excel Team Performance Data Collection Measurement management starts with a data collection methodology. Data Collection Method Identify Measures Step 2 Develop measurement plan Step 1 Develop operational definitions for measure Step 3 Collect data Step 4 Display and Evaluate data Operational Definition ? Step 1:Operational Definition ? An operational definition is a concept that helps guide the team’ s thinking on what they need to measure as well as the key attributes of the measure:what,how,and who. It provides the foundation for the team to reach agreement and build consistency and reliability into data collection. This helps ensure any person using the agreedon definition will be measuring the same thing. ? Operational Definition ? A precise description of the specific criteria used for the measures(the what),the methodology to collect the data(the how),the amount of data to collect(how much),and who has responsibility to collect the data(the who). – Provides everybody with the same meaning. – Ensures that consistency and reliability are built in up front. – Describes the scope of the measure(what is included and what is not included). “ an operational definition puts municable meaning into a concept?！? W。 Edwards Deming Example:Operational Definition Poor:Cycle time for applications. Good:Collect data from all applications received by fax from January 3,1999 to January 17,1999. The response time will be determined by the date and time of the fax received as shown on the faxed application to the time the approval or rejection letter is faxed to the applicant as shown on the fax log. Six Sigma and Operational Definitions ? Operational definitions enable a team to fully agree on how a particular characteristic of a process is to be measured. It is the process characteristic that is critical to the satisfaction of the customer. ? Therefore, when developing an operational definition,it is important for the team to fully understand and agree that the definition reflects exactly what information the team is attempting to gather on the process. ? Clarity is even more important when developing and selecting the measures that will be used to determine the sigma performance of a process. ? Operational definitions may determine if a team is to count all the defects on an invoice(required to calculate defects per million opportunities) or the total number of defective invoices(any invoice with any defect) or the type of defects encountered on an invoice (to eliminate the most mon defects first). Each of these cases may require a very different approach for gathering the data. Operational definitions help ensure that the team does it right the first time when it es to data collection. Exercise: Operational Definition ? Objective ? To practice developing an operational definition.(20 minutes) ? Instructions ? one of the first three examples below and one from your process. ? an operational definition for each that will be clear to all who need to understand it . ? to share the definitions with the class. ? Departures. A consumer anization wants to rate airlines on how successful they are at meeting the departure schedule as put forward by airports. But before the anization can start it needs an operational definition of when the airplane departs. ? B. Customer Complaints Reduction. A fast food restaurant wants to reduce the number of plaints it receives. It needs an operational definition of plaints before it can start to measure it. ? Staff. A customer service anization wants to be able to assess how knowledgeable its staff is at meeting the customer needs. It needs an operational definition to help establish a baseline. ? Process. Measurement Plan Questions to Answer What precise data will be collected? Performance measurement? Causes of process deficiencies? Do we analyze all relevant data or a sample? What is the right sample size? What is the right frequency? What will be the sample selection method? What tools are necessary? What formats will be used? What logs will be kept? Do we need a puter? ? Step 2: Measurement Plan ? Determining current process performance usually requires the collection of data. When developing a measurement plan ensure that: ? The data collected is meaningful ? The data collected is valid ? All relevant da