6Sigma团队管理关键

TEAMFLYTeam-Fly®SIXSIGMATEAMDYNAMICSTheElusiveKeytoProjectSuccessGEORGEECKESJOHNWILEY&SONS,INC.SIXSIGMATEAMDYNAMICSSIXSIGMATEAMDYNAMICSTheElusiveKeytoProjectSuccessGEORGEECKESJOHNWILEY&SONS,INC.Copyright©2003byGeorgeEckes.Allrightsreserved.PublishedbyJohnWiley&Sons,Inc.,Hoboken,NewJersey.PublishedsimultaneouslyinCanada.Nopartofthispublicationmaybereproduced,storedinaretrievalsystem,ortransmittedinanyformorbyanymeans,electronic,mechanical,photocopying,recording,scanning,orotherwise,exceptaspermittedunderSection107or108ofthe1976UnitedStatesCopyrightAct,withouteitherthepriorwrittenpermissionofthePublisher,orauthorizationthroughpaymentoftheappropriateper-copyfeetotheCopyrightClearanceCenter,Inc.,222RosewoodDrive,Danvers,MA01923,[phone],fax[phone],oronthewebat(201)748-6011,fax[phone],e-mail:[e-mail]/DisclaimerofWarranty:Whilethepublisherandauthorhaveusedtheirbesteffortsinpreparingthisbook,theymakenorepresentationsorwarrantieswithrespecttotheaccuracyorcompletenessofthecontentsofthisbookandspecificallydisclaimanyimpliedwarrantiesofmerchantabilityorfitnessforaparticularpurpose.Nowarrantymaybecreatedorextendedbysalesrepresentativesorwrittensalesmaterials.Theadviceandstrategiescontainedhereinmaynotbesuitableforyoursituation.Thepublisherisnotengagedinrenderingprofessionalservices,andyoushouldconsultaprofessionalwhereappropriate.Neitherthepublishernorauthorshallbeliableforanylossofprofitoranyothercommercialdamages,includingbutnotlimitedtospecial,incidental,consequential,orotherdamages.ForgeneralinformationonourotherproductsandservicespleasecontactourCustomerCareDepartmentwithintheU.S.at(800)762-2974,outsidetheUnitedStatesat(317)572-3993orfax(317)572-4002.Wileyalsopublishesitsbooksinavarietyofelectronicformats.Somecontentthatappearsinprintmaynotbeavailableinelectronicbooks.LibraryofCongressCataloging-in-PublicationData:Eckes,George,1954–Sixsigmateamdynamics:theelusivekeytoprojectsuccess/GeorgeEckes.p.cm.Includesbibliographicalreferencesandindex.BookzISBN0-471-22277-1(CLOTH:alk.paper)1.Teamsintheworkplace.2.Projectmanagement.3.Leadership.I.Title.HD66.E3242002658.4′04—dc212002006584PrintedintheUnitedStatesofAmerica.10987654321TomydearUncleJosephDellaMalva,ithasbeenanhonorbeingapartofyour“team.”Andtothememoryofmysister,Adrienne.Youleftour“team”toosoon.viiForewordAstheBusinessLeaderforHouseholdRetailServices,IhavebecomekeenlyawareoftheimpactSixSigma,asamanagementphilosophy,canhaveinmanagingabusiness.BothinmycurrentresponsibilitiesandinmypreviouscareeratGeneralElectric,IhaveseenthepowerofSixSigmafirsthandinhelpingmyorganizationimprovebothitseffectivenessandefficiency.WehaveembracedSixSigmaatHouseholdRetailServicessinceearly2001.HavingworkedwithGeorgeEckesatGeneralElectric,Iknewhehadaresults-drivenapproach.SinceHouseholdRetailSer-vicescontractedwithEckesandAssociatesInc.,wehavehadimpres-sivesuccess.AkeyingredientinoursuccesswasembracingSixSigmaasaman-agementstrategy.Beginninginthespringof2001wecreatedourSixSigmaBusinessProcessManagementSystem.MymanagementteamandIalignedourcoreandsubprocessestoourbusinessobjectivesandbegantocollectdataonmeasuresofbotheffectivenessandefficiency.Bythesummerof2001,wehadselectedninelow-performing,high-impactprojectsforimprovement.Overthecourseofthenextsixmonths,GeorgeEckesandhisstafftrainedourprojectimprovementteamstoapplySixSigmatactically.Byyear-end2001,wewerecele-bratingourfirstroundofsuccesses.Thesesuccessesincludedreduc-ingdisputeresolutionfromanaverageof38daystolessthan3,anddramaticallyreducingincidencesoffraud.WhichbringsmetothetopicofGeorge’sthirdbookonSixSigma,SixSigmaTeamDynamics:TheElusiveKeytoProjectSuccess.ThetoolsviiiFOREWORD➤andtechniquesofSixSigmaatthetacticallevelarerelativelysimpletouseonceateamgainssomeexperienceintheirapplication.Ofmuchgreaterdifficultyismanagingtheteamanditsinteractions.Whenmanagedproperly,teamdynamicscanresultinasignificantincreaseinSixSigmaprojectsuccess.Whenignored,theycanresultinthefailureoftheprojectteamtomeetitsgoalsandobjectives.AshedidinhisfirsttwobooksonSixSigma,TheSixSigmaRevo-lution:HowGeneralElectricandOthersTurnedProcessintoProfitsandMakingSixSigmaLast:ManagingtheBalanceBetweenCulturalandTechnicalChange,Georgecommunicatesthekeyconceptsofmanag-ingSixSigmateamdynamicsineasytounderstandlanguage.InChapter2,hebeginswithanexplanationoftherolesandre-sponsibilitiesofaSixSigmateam.Includedinthisdiscussionaretherolesofthebusinessleader,theprojectsponsor(alsoknownastheProjectChampion),theteamleader,andteammembers.Inprag-maticfashion,GeorgelaysoutelevenactionitemstheProjectCham-pionshouldaddressevenbeforetheprojectteammeetsforthefirsttime.Insubsequentchapters(Chapters5and7),GeorgediscusseswhatagoodChampionshoulddoduringtheprojectanddescribestheresponsibilitiesoftheChampionaftertheteamdisbands.GoodSixSigmateamdynamicsrequiresacombinationofpreven-tionsandinterventi