【正文】 oyee satisfaction員工滿意度 Six Sigma Why ? 為什么做？ Why SIX SIGMA ? Commitment of a Company, being worldwide recognized as offering the best Quality 公司的承諾，作為世界上公認的提供最好質(zhì)量的公司 “ Quality . . . is the next opportunity for our Company to set itself apart from its petitors . . . . 質(zhì)量，是我們公司區(qū)別于競爭對手的下一個機會。 6 ? 就是財富 您需要一把鑰匙 ?缺陷率降到 5%以后就難以再降。 ? 當(dāng)經(jīng)營增加了，我們（做為個人）成長并生意興隆了。 ? 可以減少過失，循環(huán)周期和降低成本可以提高顧客的滿意度。 ? 一旦知道基本的能力和不足，就要采取糾正措施。 ? 過程的比較被稱作基準(zhǔn)。 ? 過程的“ 6 σ”告訴我們它的能力是多大。 ? 標(biāo)準(zhǔn)偏差記錄變化范圍或是平均值的分散。 ? 統(tǒng)計技術(shù)的原理是平均值是標(biāo)準(zhǔn)偏差。 ? 統(tǒng)計技術(shù)是用于將原始數(shù)據(jù)轉(zhuǎn)變到有意義的摘要資料中。 ? 統(tǒng)計是依據(jù)數(shù)據(jù)。 ? 確定的最大程度是依據(jù)過程能力的測量。 ? 改進就意味著我們有能力預(yù)報和防止，而不是發(fā)現(xiàn)和重做。 ? 當(dāng)質(zhì)量提高了，成本和循環(huán)周期降低了。 ? 供方建立過程來生產(chǎn)需求的產(chǎn)品。 ? 改進我們的經(jīng)營就意味著改進我們的過程。 ? 顧客焦點的目標(biāo)是需求和做相互作用的持續(xù)提高。 ? 我們有能力通過做來達到滿意的需求。 不會那么危險吧 質(zhì)量的概念延伸 ?產(chǎn)品質(zhì)量 ?服務(wù)質(zhì)量 ?工作質(zhì)量 ?生活質(zhì)量 17 6? is Way of Quality ! 六個西格瑪是質(zhì)量之路 ! 制造 財務(wù) 市場 人事 服務(wù) 一 矢 中 的 ? We don’ t know what we don’ t know. ? 我們并不清楚我們所不知道的事情 . ? If we can’ t express what we know in the form of numbers, we really don’ t know much about ,我們真正的對它了解的不多 . ? If we don’ t know much about it, we can’ t control it. ? 如果我們了解的不多 ,我們就不能控制它 . ? If we can’ t control it, we are at the mercy of chance. ? 如果我們不能控制它 ,我們就只能靠碰運氣 . If we don’ t know, we can not act. 如果我們不知道 ,我們就不能行動 . If we can not act, the risk of loss is high. 如果我們不能行動 ,損失的風(fēng)險很高 . If we do know and act, the risk is managed. 如果我們知道并采取行動 ,風(fēng)險就被控制 . If we do know and do not act, we deserve the loss. 如果我們知道并未采取行動 ,我們一定會受到損失 . 沒有量化就沒有管理 1987 年 MOTOROLA 摩托羅拉首創(chuàng) 1994 年 ALLIEDSIGNAL聯(lián)信 1995 年 GENERAL ELECTRIC 美國通用電器 …… 美國及世界各大公司（ Nokia, Ford Motor, 3M, Toshiba, LG，海南航空公司，春蘭集團 ……) 6 ? 的發(fā)展與成果 A TRADEMARK FROM MOTOROLA We are in business to make money We make money by satisfying needs We are able to satisfy needs by doing Every need/do pair is an interaction The aim of customer focus is on improving need/do interactions Repetition of the same action constitutes a process Improvement of our business means improvement of our processes Customers need products/services ontime, with zero defects, at the lowest cost Suppliers create processes to generate needed products As process capability improves, the product quality increases As quality increases, costs and cycletime go down The attributes of customer satisfaction must be measured if they are to be improved To improve means we must be able to predict and prevent, not detect and react Prediction is correlated to certainty Maximization of certainty is dependent upon the measurement of process capability Process capability is best understood and reported using statistics Statistics is dependent upon data Data must be collected in the process according to a plan Statistics is used to convert raw data into meaningful summary information Statistical information is used to report on, improve, and control the process The basis of statistics is the mean and standard deviation The mean reports on process centering The standard deviation reports the extent