持续改善工具一.ppt

Placeholder - presentation title | Date - 6 April, 2006 Placeholder - presentation title | Date - 6 April, 2006 欢迎光临精益六西格玛天地 应用持续改善工具 Applying Continuous Improvement Tools CTQ （ Critical to Quality ）选定 改善产品的什么特性 是顾客重视的CTQ吗 VOC(顾客的声音)是什么？ CTQ越好，是否顾客就真正喜欢呢？ 为顾客能支付多少程度呢？ 请看下例. 宾馆判断的CTQ 好的热咖啡 干净的杯 干净的桌布 服务 VOC的 CTQ 好的热咖啡 迅速的服务(特别是,refill时) 容纳人员多,近的洗手间 近处有电话 会谈场所 CTQ的识别与分解 绘制流程图 高级流程图 高级流程图通常称为SIPOC图。SIPOC源自供应商、输入、过程、输出和客户的首写字母。 做过程流程图目的 定义和描述过程 明确KPOVs CTQs 过程输入变量 工序 确认业务流程 (A)分析过程确定重点 (A)分析过程确定重点 要注意CTQ与KIP之间的关系：CTQ是一种描述形的，不存好与坏；KPI是衡量CTQ的；CTQ的三个来源：VOC、VOP、VOB，另外CTQ中可以加入生产的直通率过程为案例 Process Mapping This is a discussion of a high level process map. Its goal is to connect the customer to the process and identify key inputs and requirements. In the Measure phase, we will add more detail to the map using the shapes and links as illustrated in the shaded pentagon. Virtually everything we do is a process, from the activities we do at our job to driving home at night. A process is defined as a collection of activities that takes one or more kinds of input and creates output that is of value to the customer. Business Process Mapping The model is applicable to both product and service organizations. Everyone takes inputs from suppliers, adds value through their process, and provides an output or outputs that, at a minimum, meets the customer’s needs and related requirements while trying to exceed them. It is important to recognize that the end for the customer and the output of the process for the purpose of this model are the same. That is, the output of a process is either a product or service that meets or exceeds some expressed or implied customer need. 任何一个过程都可以使用SIPOC的方法来进行描述，以生产过程为例，在宏观方面可以将整个生产过程画成一个SIPOC；将3PL作为我们的供应商，输入为材料，过程为备料、装配等等，输出为电脑成品，客户为成品库；另外针对我们生产线上的某一个环节，同样可以使用SIPOC的分析方法。 如何绘制特性要因图1. 确定特性:在未绘制之前,首先应决定问题或质量的特性是什么?一般来说,特性可以体现为零件规格、帐款回收率、产品不合格率、客户抱怨、设备停机率、报废率等与质量有关或是以和成本有关的人事费、行政费、材料费等。2. 绘制骨架:首先在纸张或其他用具(如白板)右方划一 □填上决定的特性,然后自左而右划出一条较粗的干线,并在线的右端与□