6Sigma-DMAIC培训.pptVIP

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * For the Voice of the Customer to be useful, we must ultimately convert the VOC data into Critical Customer Requirements (CCRs) that can be used to assess the performance of our processes. If CCRs are not defined to the point that a clear target with specifications is established, they are not useful in determining our current defect levels. Temperature Exercise - Time Permitting : Hand out post-it notes - poll the class requesting that each person record a classroom temperature where it would be too cold and a temperature where it would be too hot. Gather the notes, and on a flip chart create a dot diagram using C and H as symbols. Discuss the results with the class. Translate VOC to CCR by agreeing on spec limits for the temperature. Also emphasize that the way to keep the most people happy is to set a target temperature and stay consistent around the target – reduce variability! * * * * Airlines Example: Must Be: Bin Space, luggage delivered with person Primary Satisfiers: Leg space, arrival time Delighters: Extra miles for web based reservations Point out how this fits into VOC Have an awareness discussion Whether you formally do Kano Analysis isn’t the point. The end result is that GBs have things they’re measuring that are important to the customer. And it is a moving target, very dynamic, changes. It’s difficult to measure what they (customer) want and what changes. Prioritization and classification can help. * * CCR’s can be viewed as specifications that we must meet. CTP’s and CTQ’s are the critical output metrics * * Airlines Example: Must Be: Bin Space, luggage delivered with person Primary Satisfiers: Leg space, arrival time Delighters: Extra miles for web based reservations Point out how this fits into VOC Have an awareness discussion Whether you formally do Kano Analysis isn’t the point. The end result is that GBs have things they’re measuring that are impor