ppt课件-service quality- h m g（服务质量- h m g）.pptVIP

DMAIC Process Storyboard DMAIC Process Storyboard Example: SEFP’s Customer Requirements Statement Pareto Analysis Fishbone Diagram Potential Solutions Matrix * ? Max Zornada (2011) Lean Six Sigma: Yellow Belt Advanced * ? Max Zornada (2011) Lean Six Sigma: Yellow Belt Advanced Cause and Effect Diagram Run chart or control chart Flowchart Objective: Identify and implement the measures required to establish baseline performance and quantify the opportunity. Objective: Define the Problem/Opportunity, Customers, Customer Requirements, and Process. Objective: Select problem/ opportunity theme, select team members Output: Problem/Opportunity selected, Team members selected. Develop business case Develop project team charter Understand Customer Requirements Understand the Process. Determine what to measure Understand the measures Understand Variation Assess measurement system Assess process performance TEAM FORMATION DEFINE MEASURE ANALYSE Output: A quantified picture of the current process performance, problem impact. The process sigma rating. Key Steps:- Key Steps:- IMPROVE - I : Generate Potential Solutions Output: Team Project Charter, Work Plan, Measurable Customer Requirements, Process Map/Process Analysis Team charter Objective: Identify and verify the root cause(s) of the problem. Objective: Implement the preferred solution. Confirm that the problem and its root cause(s) have been reduced or eliminated. Implement preferred solution Verify effectiveness Apply comparative methods if necessary. Objective: Prevent the problem and its root cause from recurring. Standardise the solution (standards procedures) Document project Implement scorecard Implement controls Analyse data Analyse process Determine potential root causes Hypothesis Testing Verify root causes Key Steps:- Objective: Determine possible solutions that will address the identified root cause(s) of the problem. Generate potential solutions Assess potential solutions Select preferred solution Test/Pilot