【正文】 easure promotes appropriate analysis/action ?The measure must be easy to get Process Step 4 – Identify Output/Process Measures: Measurement Matrix Guidelines CT Q Tr ee T em p lateCTQK ey I ss u eS pe c ifi c C TQC u st o m erR equ i rem entTa rg e tMin im umL o wer S p ec i f i ca t i o nL i m i t ( L S L )Ma x im umU p p er S p ec i f i ca t i o nL i m i t ( U S L )O utputM ea surem ent sP ro c e s sM ea surem ent sIn putM ea surem ent sBPMS 52 CT Q Tr ee T em p lateCTQK ey I ss u eS pe c ifi c C TQC u st o m erR equ i rem entTa rg e tMin im umL o wer S p ec i f i ca t i o nL i m i t ( L S L )Ma x im umU p p er S p ec i f i ca t i o nL i m i t ( U S L )O utputM ea surem ent sP ro c e s sM ea surem ent sIn putM ea surem ent sCTQ Template 53 BPMS Objectives: Consolidate work performed in steps 15 onto one concise page which captures the essence of your process. Establish process specs/targets, control limits, and response plan for outofcontrol/underperforming metrics. Why Is This Important?: A process management system allows a process owner to quickly respond to performance trends. It is an enabler for process optimization. Tools : Control Plan Step 5 – Build Process Mgmt. System 54 Step5 : Build Process Management System ? Measures amp。 Targets. ? Monitoring System. ? Contingency Plan. 55 R e m a r k sD e s c .T a r g e t L S L U S LC h e c k i n g I t e m F r e q u e n c y R e s p .C o n t i n g e n c y p l a nS O P / S O C /D o c u m e n t no.Y1Y2Y 2 . 1X1X2X 2 . 1Pr o ces s M an ag em en t Sy stemP r o c e s s F l o w C h a r tM e a s u r eC h e c k i n gP r o c e s s D e s c r i p t i o n : P r o c e s s C u s t o m e r : C u s t o m e r R e q u i r e m e n t s : O u t c o m e Q u a l i t y I n d i c a t o r s :56 BPMS M e a s u r e sR e p o r t i n g F r e q u e n c y o f M e a s u r e s ( D a i l y , W e e k l y , M o n t h l y )U p p e r S p e c L i m i tL o w e r S p e c L i m i tO p e r a t i o n D e f i n i t i o n o f M e t r i cG r e e n C a l c u l a t i o n / D e f i n i t i o nY e l l o w C a l c u l a t i o n / D e f i n i t i o nR e d C a l c u l a t i o n / D e f i n i t i o n D a t a T y p eD a t a O w n e rD i s p l a y M e t h o dS a m p l i n g P l a n ( w h a t , w h e r e , w h e n , h o w m a n y )Develop Operational Definitions amp。 Procedures ? Operational Definitions ? Collecting Data ? Sampling Plan for Data Consistency amp。 Stability ? Validating Measurement Systems Begin Data Collection ? Training Data Collectors ? Making Data Collection Activities “Error Proof” Continue Improving Measurement Consistency ? Creating Monitoring Procedures Data Collection Roadmap Step 6 – Establish Data Collection Plan Guidelines 57 M e a s u r e sR e p o r t i n g F r e q u e n c y o f M e a s u r e s ( D a i l y , W e e k l y , M o n t h l y )U p p e r S p e c L i m i tL o w e r S p e c L i m i tO p e r a t i o n D e f i n i t i o n o f M e t r i cG r e e n C a l c u l a t i o n / D e f i n i t i o nY e l l o w C a l c u l a t i o n / D e f i n i t i o nR e d C a l c u l a t i o n / D e f i n i t i o n D a t a T y p eD a t a O w n e rD i s p l a y M e t h o dS a m p l i n g P l a n ( w h a t , w h e r e , w h e n , h o w m a n y )Data Collection Plan 58 BPMS Step 6 – Establish Data Collection Plan Guidelines Decision to Collect New Data ? Is there existing data to help with problem solving mission? ? Is current data enough? ? Does the current data meet the process needs? ? Is the team just using data that is available? Decision to Sample ? It is often impractical or too costly to collect all of the data ? Sound conclusions can often be drawn from a relatively small amount of data One BB to finalise sampling strategy Validating Measurement Systems ? Data is only as good as the measurement system used to gather it. Measurement systems must be validated to ensure data is free from errors ? There are a variety of techniques to validate data – consult a Quality representative or refer to your six sigma training ? Review the measurement system periodically to ensure consistency and stability over time Data Collection Considerations ? Can the new data be generated through systems modifications? ? Can data collection be integrated into existing work processes? ? Is all data being collected necessary to calculate process measures? ? Can some data collection efforts be curtailed because they don’t add value? 59 BPMS Step 7 – Process Performance Monitoring Guidelines T y p e o f D a t aV a r i a t i o n O v e r A P e r i o d o f T i m eV a r i a t i o n O v e r T i m eP a r e t o D i a g r a m R u n C h a r t sD i s c r e t e B a r C h a r t s C o n t r o l C h a r t sP i e C h a r t sH i s t o g r a m s R u n C h a r t sC o n t i n u o u s B o x P l o t s C o n t r o l C h a r t sM u l t i V a r i C h a r t s Purpose of Control Charts ?Determine whether or not process variation is due to special cause or mon cause variation ?Determine whether the process is in control or out of control Upper Control Limit Average Lower Control Limit Time 60 Process Performance Monitoring ? All Repetitive activities of a process have a certain amount of fluctuation . ? Input, Process amp。 Output measures will fluctuate. ? Variation is the ?Voice of the Process?