《Six Sigma Key Concepts》.pdfVIP

Six Sigma - Key Concepts © Breakthrough Management Group International. All rights reserved. No portion may be copied, rewritten, reproduced, or published Module Objectives Customer Focus Voice of the Customer Introduction to Variation Baseline / Entitlement / Benchmark Cost of Poor Quality Hidden Factory Defects / Defectives Rolled Throughput Yield Basic Statistics © Breakthrough Management Group, Inc. Unpublished proprietary work available only under license. All rights reserved. 2 CUSTOMER FOCUS Voice of the Customer CT’s (Critical To …) CTQ – Critical to Quality CTD – Critical to Delivery CTP – Critical to Price … There are 3 key areas to Customer Focus. © Breakthrough Management Group, Inc. Unpublished proprietary work available only under license. All rights reserved. 3 The Supplier -- Customer Interaction Supplier Customer Cycle Time We always Delivery strive for capability on Cycle Time, Need Cost, and Do Cost Conformance Price Need Do to meet customer expectations on Delivery, Defects Price, and Quality BUT…. Quality. Do We Know What’s Really Important to the User or Customer for Your Process, Product or Service…..So we are not wasting our effort???? © Breakthrough Management Group, Inc. Unpublished proprietary wor