GE6sigma资料-2.pptVIP

Define Phase - Identify Project CTQs Who Is the Customer? Customer - Whoever receives the output of your process. Internal Customer Vs. External Customer Output - The material or data that results from the operation of a process. Process - The activities you must perform to satisfy your customer’s requirements. Input - The material or data that a process does something to or with. Supplier - Whoever provides the input to your process. Sources of Existing Customer Data Research Method Pros / Cons Customer Information Issues Process/Product Drill-Down Tree Take Aways—Identify Project CTQs A successful project is focused on the customer and is clearly bound with defined goals. To determine project CTQs the customer and their wants must be determined. Critical to Quality characteristics (CTQs) are determined by the customer. A successful project is related to one or more of the four Vital Customer CTQs: Customer Responsiveness/Communication Market Place Competitiveness - Product/Price/Value On-Time, Accurate, and Complete Customer Deliverables Product/Service Technical Performance Project CTQs are integrated with the business strategy through the product/process drill-down tree. * Version 4 3/01 ? 2001, General Electric Company, USA. All rights reserved ? 2001, General Electric Company, USA. All rights reserved g GE Confidential Define Measure Analyze Improve Control C. Define Process Map B. Develop Team Charter Deliverables: 1) Develop The Business Case 2) Develop The Problem and Goal Statements 3) Determine Project Scope 4) Select Team Define Roles 5) Set Project Milestones A. Identify Project CTQs Deliverable: Identify Customer(s) and Project CTQs Deliverable: High Level Process Map Connecting the Customer to the Process Customer Process Input Output Supplier What is critical to the quality of the process? …according to your customer! CTQ Business Goals Customer Surveys Complaints Benchmarking Data Executive Level Discussions Job Spec