6Sigma-define教程讲解.ppt

Six Sigma Green Belt Training Material Define Phase Steps 0-1 Corporate Functional Excellence Why Are We Here? Overview of the Program Six Sigma is… What is Six SigmaIn Summary… Six Sigma DMAIC ProjectBenefits Reduction in cycle-times Improved material management Improved commit process Improved Customer satisfaction Reduction in waste Reduction in defect levels Reduction in WIP and inventories Improved process controls Anywhere performance must improve How Do We Do It? Deploy - The Six Sigma System Six Sigma Roles and Responsibilities Training EngagementGreen Belt Program Define Phase Objectives DMAIC Steps Define DeliverablesStep 0 Step 0.1CTQ (Critical to Quality) A CTQ is a Product or Service characteristic that satisfies a Customer Requirement OR Process Requirement Step 0.1What are Business CTQs? Business CTQs drive the business goals vision Typical Business CTQs are in the area of: Operational Excellence Cost Reduction Productivity Improvement Employee Satisfaction Customer Satisfaction Sales Growth Profitability Identify Business CTQs from Business Plan / Vision Identify the quantifiable Step 0.2Who are your customer(s)? A customer Uses your product or service Decides to buy your product or service Pays for your product or service Gets impacted by your product or service Internal External customers Primary Secondary customers Often, there is no single voice of the customer Customers must be segmented based upon needs priorities Former / current / substitute / competitors customers Internal / Distributor / End-user Type of product / service Volume – high / medium / low Geography / Demography Reason for buying Customer CTQs Customers find it easier to define what they do not want Customer CTQs are defined by customers Sources of customer CTQs Survey results Service reviews Meetings Exploring Customer CTQs Data Collection Sources for VOC Reactive Sources Complaints Technical support calls Credit notes Sales meets Warranty claims