6Sigma六西格玛精益生产持续改善分析管理常用工具资料 01_CustFocus(关注客户)

1、1CustomerFocusChampion Training1Six Sigma Champion Training 2Key QuestionsWhat do we really value?Who are our customers and what do they need?What does customer satisfaction mean?Do our values correlate with those of our Customers?How do we verify that we meet internal and external customer needs?2S

2、ix Sigma Champion Training 3Description of what is valuedPriorityDescribe and Rankwhat you think isreally valued atYour Company?What Are Our Values?3Six Sigma Champion Training 4What Six Sigma ValuesWhat Your Company Values? Improving Business Performance Improving Quality & Customer Satisfaction Im

3、proving ProcessesReducing defects Management by Facts Measurement of Outputs Measurement of Inputs Comparing Value Systems4Six Sigma Champion Training 5Behavior Values Values define Attitudes Attitudes influence Behavior Behavior creates Culture Culture reinforces ValuesDeveloping and Reinforcing Va

4、lues5Six Sigma Champion Training 8 Customer - Anyone internal or external to the organization who comes in contact with the product or output of workQuality - Performance to the standard expected by the Customer Anyone whose success or satisfaction depends on my actionsEstablishing Customer Focus6Si

5、x Sigma Champion Training Variation Uncertainty Unknown Disbelief RiskDefect RateVariation Is the Enemy in Achieving Customer Satisfaction7Six Sigma Champion Training 11What Numbers get the most attention in your area?What Quality Measurements do you have?Do they have a Customer Focus?Do they have a

6、 Quality Focus?Do they have an Input Focus?How do you use these Measures?Switching to a Sigma based measurement systems Measure of Variation and Quality Measure of Process CapabilityWhat Do You Measure Now?8Six Sigma Champion Training 12NeedDoCustomers and Suppliers Exchange ValueThrough the Need-Do

7、 InteractionCustomerSupplierMaximizing the Customer/Supplier RelationshipDeriving value from the Need - Do interaction9Six Sigma Champion Training 13NeedDeliveryPriceQualityCustomerDoCycle TimeCostDefectsSupplierLinking Customer Needs to What Suppliers DoMaximizing the Need/ Do Interaction10Six Sigm

8、a Champion Training 7Why do such differencesin perspective exist?Supplier Perspective(Hotel)Customer Perspective(Conference Attendees) Good Hot Coffee Clean China Clean Linen Attractive Display Snacks Good Hot Coffee Fast Line / Refills Close Restrooms Close to Telephones Room to TalkWhat Makes Good

9、 Coffee Service?11Six Sigma Champion Training Why do such differencesin perspective exist?Supplier Perspective(Corporate Card & Travel Services)Customer Perspective(Card member) Number of Card members Net Finance Charge revenue Revenues Travel Commissions / fees No Annual Fee Ability to Transfer Bal

10、ances Frequent Flier Mileage Discounts on Hotels / Rental Cars Low Interest RatesWhat Makes a Good Credit Card Company?12Six Sigma Champion Training 15Customer Satisfaction is a Business IssueProcessCapabilitiesRobustDesignsPredictableOperationsConsistentPerformanceSuperiorReliabilityHigh QualityOn-

11、TimeDeliveryLower CostsCustomerSatisfactionBusinessResultsCustomerRequirementsMaterialCapabilitiesThe Overall Customer/Supplier Model13Six Sigma Champion Training Critical ToMatrixCTs14Six Sigma Champion Training 2What does the phraseMean in terms of a“critical to satisfaction” customerCTS“critical

12、to quality”product or serviceCTQ“critical to delivery”product or serviceCTD“critical to cost”product or serviceCTC“critical to process”product or serviceCTPKey Questions15Six Sigma Champion Training 7Important to You: The Right Amount On Time Deposited in my Account Critical To Satisfaction - Your P

13、ayTHE CTS CHARACTERISTICS ARE THEN TRANSLATED INTO CRITICAL REQUIREMENTS for Quality, Delivery and Cost:Correct AmountDelivered every second ThursdayAccurate name, class, wage rate, dept.,etcCorrect Bank16Six Sigma Champion Training 3DeliveryQualityPriceCycle timeDefect-freeCostCTQ1-Critical to Qual

14、ityCTQ2CTQ3CTD-Critical to DeliveryProcessesCTP1-Critical to Process 1CTP2NeedDoCTC-Critical to CostCT Concept17Six Sigma Champion Training Six Sigma and QOSCTs4CTQ1-Critical to QualityCTQ2CTQ3ProcessesCTP1-Critical to Process 1CTP2OutputInputY1= f1 (x)CTQ and CTP Characteristics19Six Sigma Champion

15、 Training 5USLLSLUSLLSLProbabilityof DefectsYXCritical-to-QualitycharacteristicCTQ1jDefect OpportunityProduct or Service requirementthat impacts Quality, Delivery or CostOne of the “vital few” processvariables (x) that significantlyaffect YY = f(x)ExampleCritical-to-ProcesscharacteristicCTP1Control

16、OpportunityProductCapabilityProbabilityof DefectsProbabilityof DefectsProbabilityof DefectsProcessCapabilityThe inherent variation of any dependent variable (Y)is determined by the variations inherent in each of the independent variables f(x). “Critical To” Characteristics20Six Sigma Champion Traini

17、ng 16 If we are so good at X, why do we constantly test and inspect Y? Y=Y = f (X) Y Dependent Output Effect Symptom Monitor X1.XN Independent Input Variable Cause Problem ControlThe Focus of Six Sigma21Six Sigma Champion Training Translation of customer needs into product or service requirements in

18、 terms of Quality, Delivery and Cost. These are the CTQ, CTD and CTC CharacteristicsY Breakdown of the processes required to produce the product or service. Identification of projects by understanding the relationship between product or service requirements and the processes used. Identification of the process parameters f(x1, x2,xN) that affect the requirements. Identification of the leverage processes.Y = f (x1,x2., xN)F(x)CT Matrix Components22Six S