【正文】 inspection and/ or rework ? Delay schedule ◎ Increase customer dissatisfaction 66 ? ShortTerm/LongTerm Relationships Inherent Capability of the ProcessShort Term Capability Sustained Performance of the ProcessLong Term Performance Over time, a “ typical” process will shift and drift by approximately ? 67 ? Product Capability(Cp) ? Cp = |USLLSL| / 6?st ； Zst = 3 Cp ? Capability Index(Cpk) ? Cpu = min (Cpu, Cpl)， Where Cpu = (USL?)/3?st； Cpl = (?LSL)/3?st； Zst = 3 Cpk ? Performance Index(Cpk) ? Cpk = min (Cpu, Cpl)， Where Cpu = (USL?)/3?lt； Cpl = (?LSL)/3?lt； Zst = 3 Cpk 68 . DMAIC Methodology 5 Stages DMAIC Methodology and Statistical Tools ? Phase: Analysis ? Steps。 ? Graph Analysis, Capability Analysis, Confidence Interval 47 ? M1 Specify Project ? M1 step covers the followings: ◎ CTQ Breakdown ◎ Define Scope ◎ Process Mapping ◎ Pareto Analysis ◎ Define performance index and specifications The success of any 6? activities relies mostly on the CTQ definition and selection 48 ? Define Performance Index Customer Requirements Internal Process Improved Process Customer Satisfaction Index of current level Index of improved level Perform project for improvement Clear Quantifiable Simple 49 ? Example of Performance Index ◎ Yield ◎ Cycle time ◎ Defect rate ◎ Machine failure rate ◎ Customer standby hours ◎ Number of invoice errors ◎ Elapse Time from loan application to money transfer to the customer account ◎ Hours taken from receiving order to delivery to the customer 50 M2 Measurement System Analysis ? M2 step covers the followings: ? Statistic fundamentals ? Sampling plan ? Data collection plan ? Variation of measurement system ? Gage RR study ? Improvement of measurement system Without accurate measure, can’ t identify any symptom of problem 51 ? 6 ? Metrics Data Type Statistic measurement data Comparison to specification Zvalue Discrete Data Continuous Data Defect unit opportunity (DPMO) Average, Standard variation, Shape SPEC Zvalue Sigma calculation 52 ? Definition of DPMO terminology ? DPU: Defect per Unit ? (Defect: Anything that results in customer dissatisfaction。 ? CTQ Tree, Process Map, Performance Index ? M2 Assess Measurement System。 46 . DMAIC Methodology 5 Stages DMAIC Methodology and Statistical Tools ? Phase: Measure ? Steps。 顧客 『 在乎 』 的事 ， 就是企業(yè)或組織在乎的事 。 亦稱為 『 重要成果 』 、 『 特殊限制 』 或流程的 『 Y變數(shù) 』 。三個圓圈的策略讓 GE公司找到焦點，不再是集團(tuán) (似乎什麼都做 )。公司任何人不再任一個圓圈內(nèi)者，未來將會被解雇。 ? Project Team, Project Charter, COPQ 41 ? Define Steps (1) Vision Business Strategy Big Y (CTQ) Small y Project (Goal, Scope, Performance Index) 42 ? Define Steps (21) ? Vision:最具競爭力的企業(yè) (GE) ? StrategyThe Three Circle (GE) 核心事業(yè) ◎ 照明 ◎ 大型家電 ◎ 馬達(dá) 高科技事業(yè) ◎ 醫(yī)療系統(tǒng) ◎ 工業(yè)電子 ◎ 航太 服務(wù)事業(yè) ◎ 信用公司 ◎ 資訊服務(wù) ◎ 核能服務(wù) 43 ? Define Steps (22) The Three Circle (GE) ? Jack Welch (GE’ S CEO)畫三個圓圈：核心、高科技與服務(wù)。 ? 3C Analysis, Identify Customer, Cost/Effect Analysis ? D2 Define Customer Requirement。 26 ? 6 ? Activity ? 6? activity is to find out critical factors to quality (CTQ) at customer’ s point of view and to reduce the defects less than DPMO(PPM). LSL USL ? ？ ? Defect M 6? in RD 6? in MFG. Company Customer Customer CTQ VOC VOB 6? DPMO New Std. 3? 66800 DPMO Past Std. 27 ? How Do We Improve Process Capability? ? ? Increase the tolerance ? ? Decrease the spread or variation of the process ? ? Shift the average by: ? ? ? Centering the average if the spec. has two limits ? ? ? Decrease or increase the average for spec. with one limit 28 ? The Cost Opportunity ? 2? 3? 4? 5? 6? 0 5 10 15 20 25 30 About 15% of Sales, Cost Opportunity on 3? Company Cost of Failure (% of Sales) 29 ? The Cost of Poor Quality (COPQ) Long Cycle Times, More Setups, Expediting Costs, Lost Sales, Engineering Change order, Overtime, Late delivery, Lost Opportunity, Lost Customer Loyalty, Excess Inventory Rejects, Warranty, Inspection, Scrap, Rework 30 ? Who is Implementing 6 ? ? Motorola 1987 ? Texas Instrument 1988 ? ABB (Asea Brown Boveri) 1993 ? Allied Signal 1995 ? General Electric 1995 ? Kodak 1995 ? Siemens, Nokia, Sony 1997 31 ? 6 ? Benefits(Case 1) Motorola over 12 yrs ? Increase productivity an average of % per year ? Reduced the cost of poor quality by more than 84% ? Eliminated % of in process defects ? Save more than $11billion in manufacturing cost ? Realized an average annual pounded growth rate of 17% in earnings 32 ? 6 ? Benefits(Case 2) General Electric (Million Dollars) Cost Profit 1996 240, 200 1997 400, 700 1998 450, 1200 1999 520, 2520