西格玛管理（共72）.ppt

1、Welcome to a presentationon Six SigmaTM 2002年年1月月12日日What are your ExpectationsWhat are your Expectations? ?I would like to capture your I would like to capture your expectations for the day?expectations for the day?AgendaAlliance PartnershipsMASET, LLC. and MotorolaMaset areas of expertiseQuality(S

2、ix Sigma)Quality(Six Sigma)Cycle time eductionCycle time eductionLeadershipLeadershipCultural changeCultural changeProject ManagementProject ManagementSupply chain ManagementSupply chain ManagementFacilitationFacilitationTrainingTrainingDemystifying Six SigmaWhat does Six Sigma mean to you ?Many dif

3、ferent definitions exist.I will try to address three this morningSix sigma as a statistical termNormal DistributionStandard deviation68.27 %15.865%15.865%Six sigam as a statistical term Values of a standard deviation one sigma = 68.27 %317,311 ppm two sigma =95.45 %45,500 ppmthree sigma=99.73 %27,00

4、0 ppm six sigma=99.999999 % 1.96 ppbSix sigma as a quality term Invented by motorola in the mid 80s Service marked and registered by Motorola Accepted by all countries Accepted by all organization-1.5 Mean +1.5 Virtually no defects(3.4 ppm) LowerSpecifacationlimitupperSpecifacationlimit-6 -5 -4 -3 -

5、2 -1 0+1 +2 +3 +4 +5 +6 Allow s for variation in measurement1.5 Sigma shift+-Virtually no defects (3.4 ppm) Six sigma as a quality termSix Sigma= 3.4 ppm defectiveSix sigma is a way to change an organizations cultureProvides a means of deliveringProvides a means of delivering Total customer satisfac

6、tion Total customer satisfaction Focuses everyone in the organization on the Focuses everyone in the organization on the same objectivesame objectiveDefinition of defectDefect are goodDefect are good! !“Associates need to feel comfortable in identifying and reporting defects.”The effects of defectsE

7、 Every occurrence of a defect within very occurrence of a defect within the process requires time to the process requires time to inspect,fix,and re-inspect.inspect,fix,and re-inspect.Average cycle time is directly Average cycle time is directly proportional to the total number of proportional to th

8、e total number of defects in the process.defects in the process.Welcome toMotorolasQuality StoryCultureCulture guides the enterprises Day-To-Day behaviorThe nature of cultureThere is no such thing as “Were different”WEREDIFFERENTFunctions in a typical organizationThe evolution of motorolas quality c

9、uluture1979 “Our quality stinks”1980 corporate quality officer named1981 motorola training & education center(Mtec) established communications sector begins total defects per unit measurement(TDU) - july manufactured products - november sales orderschairman changes agenda of customer visits crea

10、ted “the card”Evolution continuesEvolution continues! ! Corporation adipts six sigma 2 year- 10 x; 4 year- 100 x uality improvement Six sigma by 1992 goal is set1988Malcolm baldrige nation quality awardMapped ISO 9001 into quality system review(QSR)199210 x redustion in defect eveery 2 yearscustomer

11、 satisfaction metrics 10 x timesimprovement in cycle time in 5 yearsChanged measurement base to parts per billion1994 Enterprise ISO registtation launched1998 Corporate renewal1999 Rules of Engagement balanced score card Performance Excellence Personal CommitmentEvolution continuesEvolution continue

12、s! !How many objectives are there How many objectives are there in your organization?in your organization?Key beliefsKey beliefs h how we will always actow we will always actConstant respect for Constant respect for peoplepeopleUncompromising integrityUncompromising integrityKEY GOALSKEY GOALS what

13、we must accomplishwhat we must accomplishBest in classBest in classPeoplePeopleMarktingMarktingTechnologyTechnologyProducts:softwarehardware andProducts:softwarehardware and systemssystemsM ManufactionanufactionS ServiceerviceI Increased global market ncreased global market shareshareS Superior fina

14、cical uperior finacical resultsresultsKEY INITATIVESKEY INITATIVES h how we will do itow we will do itSix sigma qualitySix sigma qualityt total cycle time otal cycle time reductionreductionp product manufaction and roduct manufaction and environmental leadership environmental leadershipP Prfit impro

15、vementrfit improvementE Empowerment for all in a mpowerment for all in a participativeparticipative Cooperative and creatice workplace Cooperative and creatice workplaceOur fundamental objectiveOur fundamental objective( (Everyones overriding responsibilityEveryones overriding responsibility) )Total

16、 customer satifactionTotal customer satifactionOur fundamental objectiveEveryones overriding responsibilityEveryones overriding responsibilityKEY INITATIVES h how we will do itow we will do it Consistent focus Card created & adopted 1986 Five minor changes in1992 No significant changes during fi

17、ve different chairman Bob Galvin George Fisher Bill Wiese Gary Tooker Chris GalvinCreating and managing the Six Sigma quality cultureSis sigma qualityOne of the two key drivers of increased Total customer satisfation and reduced costProduct/Service is delivered when promisedProduct/Service is delive

18、red when promisedEvery occurrence of a defect within Every occurrence of a defect within the process requires time to the process requires time to inspect,fix,and re-inspectinspect,fix,and re-inspectAverage cycle time is directly Average cycle time is directly proportional to the total number of pro

19、portional to the total number of defects in the process.defects in the process.Product/service is delivered with no defectsProduct/service is delivered with no defects No test/inspection is 100% effective in finding defects. Delovered defects escape test/inspection within the process. Delivered defe

20、cts are directly proportional to the total number of defects in the entire processSix sigma quality impoves customer satisfactionReducing the total defects in the enire Reducing the total defects in the enire process reducesprocess reduces: :D Delivery delinquencieselivery delinquencies; ;D Delivery

21、 defectselivery defects; ;Early life failure rate;and thereforeEarly life failure rate;and thereforeIncreases customer satisfactionIncreases customer satisfactionandandDecreases warranty cost!Decreases warranty cost!Process cost and defectsReducing the total defects in the entire process: Reduces th

22、e cycle time per unit Reducing WIP(Work in process) Reducing inventory carrying costs Resuces defect inspection,analysis,and repair cost;thereforeDecreases “Manufacturing” costCost/QualityCost/QualitySix sigma has shown that The highest quality producer isThe lowest Cost producer TDU is the best mea

23、sure of the over all quality of the process TDU is the independent variable Process yields are dependent upon TDUThe common metric: Total defects per unit(TDU)Defining a unitDefining a unitA “unit” may be as diverse as aA “unit” may be as diverse as a: : Piece of equipmentPiece of equipment Line of

24、softwareLine of software OrderOrder Technical manualTechnical manual Medical claimMedical claim Wire transferWire transfer Hour of laborHour of labor Customer contactCustomer contactAnything that is measurable & Anything that is measurable & understandable by the person who understandable by the person who is trying to reduce defectsis trying to reduce defectsSigma,a figure of merit TDUcould be expected to be proportional to the complexity of the unit Complexity is directly proporttional to the number of opportunities to creat a defect To normalize process