质量管理工具matrix

1、Step 1Select the Key FactorsStep 2Assemble the Right TeamStep 3Select the FormatStep 4Define the SymbolsStep 5Complete the MatrixMatrix 1 1995GOAL /QPCConstructing the Matrix DiagramKey Success BehaviorsUse symbols consistentlyLook at each cell independently and make adecision; dont try to force pat

2、terns to emerge in the matrixResolve conflicts with dataLook for emerging patternsMatrix 2 1995GOAL /QPCMatrix Diagram EssentialsStartSelect keyCan teamassessYes factorsfactors?NoDoes team use symbolsYesconsistently?NoYesConsensus or significant patterns?Do it!NoMatrix 3 1995GOAL /QPCSelect options

3、or responsibilitiesReview PatternsComplete correlationDefine meaning of symbolsEnter relationship symbol in cells DoesYesformat matchpurpose?Choose symbolsNoRecord factors in Matrix axesSelect formatAssemble the right team Steps at a Glance: MatrixCG p. 111Logistics Annual PlanTQ Implementation (Tre

4、e)LQC Objectives (Matrix)Schedules (AND)Cont.1994199 5Cont.Reduce implem- upgrade PromoteQ uarterQu arte renviron. Measurestech.,prof., mgr. skillscust- omer costentation of totalqualityGoalresp. in our opns.Continue to12341234implement total qualityof emps.%satisfaction via surveySurvey customer sa

5、tisfaction = 9 Strong influence/relationship= 3 Some influence/relationship = 1 Weak influence/relationshipBlank = No influence/relationshipResearch customer needs via QFDList of cust. needs by key processesDelightcustomers our# of comments orCapture customer comments# ofco mplaints= 9 Prime respons

6、ibility= 3 Secondary responsibility = 1 Kept informed* Status:CautionStoppedInformation provided courtesy of Bell CanadaOn targetMatrix 4 1995GOAL /QPCGoals(AND)Co-Responsibility (Matrix)Cost/BenefitAnalysis199475%cust. satis.199580%cust. satis.LQCDepart- mentsBoards of manag- ement Logi- qualOther

7、stake- holders Re- sources reqd.$Tangible benefits$9425K9525K9495Field trial100%cust. nds gathered 25K25K1%trans.1.9%Matrix ExampleMJII pp. 8990/CG p. 115Summary of TQC Education and Training in Japan Content Distribution by Levels/FunctionsPrinted in 1989 GOAL/QPC Research Committee Research Report

8、, “Total Quality Control Education in Japan,” page 9.Matrix 5 1995GOAL /QPCPeopleTopicTop Mgmt.Middle Mgmt. StaffEngin- eersSuper- visorsFunct. & Admin.Genl. Work- ersTQC ConceptsQC TechniquesStatistical MethodsQuality AssuranceProduct DevelopmentRole in TQCQC CircleNew Product IntroductionHoshin PlanningC