【正文】 Were the questions answered? Document them! 5 從應用工具回答問題時可以了解到什么信息 ?問題解決了嗎 ?在 TMAP上記錄6 Where new questions raised? Document those and start the next level of your problem solving methodology (., go back to step one!)6 新問題出現在哪里 ?記錄他們并開始在下一層次問題解決方法 (比如 .,返回第一步 )7 Document any assumptions you and your team make7 記錄你和你們小組所定的任何責任Define64Thought Process Mapsu A Key to …..Keeping a team on track保持小組可跟蹤Getting objectives out in the open公開取得的目標Head off possible barriers before they occur在其障礙發(fā)生前阻止可能Address all solutions公布所有解決方案Address all possible root causes公布所有可能的根本原因Define65Process mapping is the graphic display of steps, events and operations that constitute a process. 流程圖是以圖解的方式展示各個步驟 、 事件及相互之間的運作來展示一個流程 .A SIPOC is a top level process map. It stands for: SIPOC是一個高層的流程圖 ,它包括 : Suppliers 供應商 Inputs 輸入Process 流程 Outputs 輸出 Customers 客戶 You start with Customer and work backwardsSIPOC Top Level Process MapDefine66MeasuresPS I O CSuppliers Inputs Process Outputs CustomersCTQs CTQsMeasuresSlide Intentionally Left Blank ProcessMapSIPOC Top Level Process MappingDefine67Supplier: Whoever provides the inputs to your process 誰為你的流程圖提供輸入Input: Materials, resources and data required to execute your process 你的流程圖運行所需的物件 ,資源和數據 Process: A collection of activities that takes one or more kinds of input and creates output that is of value to the customer 活動的匯集 ,此活動融入一個或多個輸入并轉化成客戶價值相等的輸出 Output: The tangible products or services that result from the process。 equivalent to a customer nee …………………… 從流程中產生的可有形的產品或服務 ,等同于客戶的需要 . Customer: Whoever receives the outputs of your process – internal or external ……………………… 誰接受你的流程圖的輸出 內部的或外部的 CTQs: A specific characteristic of the output that will determine the …………………… extent to which customer satisfaction is achieved …………………… 輸出品的一種關鍵品質特性 ,它將決定客戶的滿意度 . Boundary: The limits of a particular process, usually identified by the inputs and outputs, that separate what is outside the process – where it starts and stops 特殊流程的臨界 ,常常用 ……………………… 輸入和輸出來識別 , 以區(qū)分流程的外部 ,和它在哪兒開始和結束的SIPOC Process ElementsDefine68PickUp DeliveryOrder/Leasing BillingCustomerServiceEquip.Mgmt.CSR Qualifies Customers’ NeedsCSR Enters Case In CISBranch Schedules RepairServicer Fixes ProblemCSR Verifies Customer SatisfactionCustomerCalls ForRepairCSRCompletesCaseCore Process(Level I)Subprocesses(Level 2)Subprocesses ThroughMicroprocesses(Level 3 And Below)Levels Of A Process SIPOCDefine69ProcessWhat must my suppliers provide my process to meet my needs? 為了能滿足我們的需求 , 供應商必須提供什麼給我們呢 ?InputSTARTBoundaryOutputWhat is the most appropriate end point for the process? (What product or service does the process deliver to the customer?)流程以什麼結束最適合的 ?(流程投遞什麼產品或 務給客戶 ?BoundarySIPOC Top Level Process MappingDefine702. Refer to CTQ work to identify primary outputs, the customers who receive them, and the customers’ CTQs 參照工作中的 CTQ識別初期的輸出 ,及客戶接受的 CTQ – Use nouns for outputs (., sales call, proposal, etc.) 用名字表示輸出 (如 , 銷售指令 ,建議等 ) – Use adjectives for s (.., timely, knowledgeable, accurate)用形容詞表示 CTQ(如 :及時的 ,有見識的 ,準確的等 )3. Identify the process steps using brainstorming and affinity ,熟悉的技術識別流程步驟 . Hints: Start by rapidly writing process steps on cards and placing them on the wall 提示 :快速在卡片上寫下流程步驟或標記在牆壁上 .– Write large 寫大些 – One step per card 每張卡片上寫一個步驟– Don‘t try to establish order 不要嘗試排序 – All steps should begin with a verb 所有步驟應以動詞開始 – Don‘t discuss process steps in detail 不要討論流程步驟的細節(jié)4. Use brainstorming and affinity techniques to identify critical inputs which affect the quality of the process 用靈活的 , 熟悉的技術識別影響流程質量的標準化輸入 .5. For each critical input, identify the “supplier” who provides it 對每個標準化輸入 ,識別是哪一個供應商提供的 .6. Validate to be sure the map represents the situation as it really is today (the “as is” map) – not how you think it is, or how it should be 確保這個流程代表目前真實的現況 ,而不是你認為的 ,或者它應怎樣的 .CustomersOutputs CTQsSuppliers InputsStartProcess1. Define business process to be reviewed – name it – agree on beginning and end of process – bound it. 定義業(yè)務流程是為了再次檢查 給它命名 對流程的始終達成一致意見 建立它Steps To Building A SIPOCDefine711. Define Boundaries to be Mapped 定義流程圖的邊界2. Define Team 定義團隊3. Walk the Process 作流程圖4. Document Process Steps 文件流程步驟5. Categorize Process Steps 歸類流程步驟6. Document all Inputs and Output Variables 記錄所有輸入和輸出的變異 .7. Classify Inputs Variables 輸入的變異進行歸類8. Add Specifications Process Targets 增加規(guī)格和流程目標9. Create a Future State Process Map 建立未來流程圖情形Detailed Process Mapping StepsDefine721. Define Boundaries to be Mappedu Define actual location to be mapped (point to point, location to location).定義實際繪制位置 (點到點 ,埸所到埸所 ) Be specific on area 特別的區(qū)域 Start with small area and build 從小區(qū)域開始建立Define732. Define Teamu Establish cross functional representation of all areas involved 建立所有相關區(qū)域的功能代表u Team should have a good understanding of what is working and what is not working within process 團隊成員應對在這個過程中正在做什麼和不應做什麼有個清楚的認識u Establish a team that is willing to implement change and make tough decisions 建立一個團隊 ,他們願意執(zhí)行改變和作一些艱難的決定u Have a member of Management to break barrier 有一位管理者能領導克服困難u Bias for positive action 偏愛積極的行動Define743. Walk the Pr