流程测量

Version1.01HNAGROUPSixSigma2004-3-5ProcessMeasurementsVersion1.02HNAGROUPSixSigma2004-3-5ObjectiveszIntroducetheconceptthatdatacollectedfromyourprocesscanbeoneofthreetypes:defectives,defects,orcontinuousContinuousDefectivesDefectszEnableyoutochooseanappropriateunitanddatatypetomeasureprocessperformancezUsefishbone(cause-and-effect)diagramstoplandatacollectionzIntroducetheconceptofusingsamplestorepresentthe“truth”ofthepopulationVersion1.03HNAGROUPSixSigma2004-3-5ConsidertheG&GDeliveryProcessG&G•YouhavedecidedthatyourGreenBeltprojectwillfocusontheG&GdeliveryprocessasaresultofyourDefinePhaseactivities:G&GˆQFDˆSIPOCandprocessmapSIPOCˆParetoˆTeamconsensusofpriorityˆSponsorapprovalSpecifically,youareconcernedaboutthisdefect-latedeliveryWhatdoyoudonext?Version1.04HNAGROUPSixSigma2004-3-5VisualizeYourProcessOutputUnitsProducedzThinkofeachproductorserviceproducedbytheprocessasaunitzThisunitmaybe:–asetoralotofproduct–abillofmaterial–aninvoice–atransactionofcommerce–astepinanexchangeofdata–adecisionWhatistheunitforyourproject?Version1.05HNAGROUPSixSigma2004-3-5EvaluateYourProcess()zCustomerfocusdictatesthatweproduceunitssatisfyingcustomerrequirements–acceptableproductsorservicesmeetingCTQsCTQzAunitisdefectivewhenitfailstodeliverwhatyourcustomerwants!zRecordingobservations(collectingdata)fromourprocess,oncharacteristicsoftheunitsproduced,allowsusto:–measureprocessperformance–analyzedefectcauses–improveourprocess–monitorandcontrolprocessoutputWelearnaboutourprocessfromthedatawecollectWelearnaboutourprocessfromthedatawecollectOutputUnitsProducedAcceptableDefectiveXVersion1.06HNAGROUPSixSigma2004-3-5ProcessOutput(Y)Information()Theinformationwegetaboutourprocessdependsonthespecificobservationswerecordabouttheunitsproduced:Defectives:WerecordwhetherornotaunitmeetscustomerrequirementsDefects:WerecordthenumberoftimesaunitfailstomeetrequirementsContinuous:WerecordameasurementmadeonacharacteristicofaunitThesearethethreedatatypesThesearethethreedatatypesVersion1.07HNAGROUPSixSigma2004-3-5DataTypesWhenclassifyingSuchasaninvoice⇒DefectivesDataaunitasdefectiveorpaidon-timeorlatenon-defectiveWhencountingflawsSuchasacontractorfeaturesofaunitdocumentwithmany⇒DefectsDatapotentialdefectsWhenmeasuringSuchasresponsetime⇒ContinuousDatacharacteristicsofinacustomercallcenteraunitVersion1.08HNAGROUPSixSigma2004-3-5DataTypesAppliedtoG&Gs•Classifythebagaseithersealedornotsealed•Thebagisdefectivewhenunsealed•Countthenumberoftimesthesealisbrokenonthebag•Thebaghasdefectswhenitcontainsopeningsintheseal•Measurethetotalunsealedareaonthebag•ThebagdepartsfromthedesiredspecificationwhentheunsealedareaincreasesDefectives:Defects:Continuous:Unit=BagTypically,anydatatypemaybeappliedtoyourprocess–continuousispreferredTypically,anydatatypemaybeappliedtoyourprocess–continuousispreferredVersion1.09HNAGROUPSixSigma2004-3-5DataTypes-MoreExamples•Examplesofdefectivesdata:Defectives–producttest,pass/fail/–delivery,on-time/late/–surveyresponses,yes/no/•Examplesofdefectsdata:Defects–thenumberofmissingentriesonanorder–thenumberofvoidsinaweld–thenumberoftypingerrorsinacontract•Examplesofcontinuousdata:Continuous–timetoprocessaninvoice–diameterofapart–weightofacontainershipmentVersion1.010HNAGROUPSixSigma2004-3-5Exercise–DefinitionsYouareacustomerserviceemployeeandtakeacustomercomplaintthatthemostrecentinvoicehasoneitemlistedtwiceanddoesn’treflectthemostrecentlynegotiatedprice.Whenyoupullthefilecopyoftheinvoiceyouseethatanotherrequireddatafieldisblank,butapparentlynobodyneededthatinformationanyway.Whatistheunit?Howmanydefectsdoesithave?Version1.011HNAGROUPSixSigma2004-3-5CautionBesurenottoconfusetherateatwhichdataisproducedwithitstypeAnyprocess,regardlessofdatatype,canhavecontinualoutputandwhenweevaluatetheunitswecancategorize,countdefects,ormeasure.Whenwetalkaboutcontinuousdatawemeanthingsthatcanbemeasured,e.g.,time,length,weight,etc.ContinualContinuousVersion1.012HNAGROUPSixSigma2004-3-5ACombinationofInputsDeterminesOutputOutputInputsY=f(X)Processoutput(Y)isfunction(f)ofitsinputs(Xs)YXProcessoutput(Y)isfunction(f)ofitsinputs(Xs)YXVersion1.013HNAGROUPSixSigma2004-3-5ProcessInput(X)InformationzWho:anyindividuals,jobcategories,customers,suppliers,etc.zWhat:specificsabouttheprocesswhentheunitwasproduced:machines,systems,technologies,specialstepszWhere:siteorlocationspecificszWhen:datesanddurationofprocesssteps,sequences,unusualoccurrenceszWhy:reasonsbehindprocessingchoices,processparameterszHow:methodsusedintheprocessProcessXsareoftenreferredtoas“datatags”X“”ProcessXsareoftenreferredtoas“datatags”X“”Version1.014HNAGROUPSixSigma2004-3-5FishboneDiagramCauseandEffectDiagramSteps1.Describeyourdefectiveonthe“head”ofthefish2.Choosecategoriesforthebones,seethefollowingpagefortraditionalcategories(Anotheroptionistomakeeachboneaprocessstep.)3.Brainstormpossible(notnecessarilyprobable)causesforeachboneNote:Someteamsprefertodostep3beforestep2thenaffinitizetheirideastocreatecategoriesAfishbone(cause-and-effect)diagramhelpsaprojectteamidentify,organize,display,anddocumentpossiblecau