外企的6Q培训

ABreakthroughStrategytoMovetoaHigherLevelofCustomerSatisfactionPerformance6UnderstandingSixSigmaWhatWhereWhyHowMuchHowWhenWho6CustomerDrivenSixSigma•Frameworkdescriptionwillfollowthestandardqualitysystemsmethodologyofthe5Wsand2Hs:What(whatisSixSigma)?Why(whydoit;whyshouldwecare)?Where(Whereisitapplied;whereistheemphasis)?When(whenisthebesttime)?Who(whoisinvolved)?How(howdowedoit)?HowMuch(howmuchwillitcostversussave)?•WhatisCustomerDriven6-Sigma?Abreakthroughstrategytosignificantlyimprovecustomersatisfactionandshareholdervaluebyreducingvariabilityineveryaspectofourbusiness•A“Layman’s”DefinitionThreedimensionalproblemsolvingfocusedonhigh-leverageopportunitieswithhigh-yieldreturns•ATechnicalDefinitionAstatisticaltermsignifying3.4defectspermillionopportunitiesCustomerDrivenSixSigmaCustomerDrivenSixSigma•WhatMakesSixSigmaDifferent?LeadershipCommitment,Competence,andInvolvementMethodologyandTools•DataDriven•StatisticallyValidatedBestPeople100%DedicatedtoDefectReductionProjectFocusedClassicalViewofPerformance•PracticalMeaningof“99%Good”:20,000lostarticlesofmailperhour15minutesofunsafedrinkingwatereachday5,000incorrectsurgicaloperationsperweek2shortorlonglandingsatmostmajorairportseachday200,000wrongdrugprescriptionseachyearNoelectricityforalmost7hourseachmonth3Sigma4Sigma6Sigma93.32%99.38%99.99966%HistoricalStandardCurrentStandardNewStandardCapabilityLong-TermYieldStandardCustomerDrivenSixSigma•WhydoCustomerDrivenSixSigma?Itenhancesabilitytodeliverycustomersatisfactionandcostimprovementresultsfaster-withinmonthsfromthestart,andsustaintherateofimprovementA“Layman’s”Definition•“ForeverydollaryouspendonSixSigmaprojects,youwillbringfourdollarsofsavingstothebottomline”ATechnicalDefinition•Explorethe5WhysofSixSigmaWhereDoesIndustryStand?1,000,000100,00010,0001,0001001012345671IRS–Phone-InTaxAdvice(140,000PPM)RestaurantBillsRXWritingJournalVouchersWireTransfersAirlineBaggageHandlingBest-in-ClassAverageCompanyPPMSigmaScaleofMeasure(with+1.5σshift)•WhereIsTheEmphasisPlaced?ConsumerDrivenSixSigmateachesanddeployshardskillsandbusinesspracticesemphasizing:•SystematicSkillbuilding•Delivermeasurableresults...notpromises•Project-basedTeamwork•Buildingfutureleaders•Datadriven•Accountability•ManagementcommitmentCustomerDrivenSixSigmaCustomerDrivenSixSigmaWhenisthebesttime?CustomerDrivenSixSigma•WhenToUseDesignForSixSigma(DFSS)NewProductServiceorIntroductionProcessBrokenorDoesNotExistProcessHasReachedEntitlementPercentageofCompaniesCitingLackofEffectiveMarketingEffortCompetitiveStrengthorReactionTechnicalorProductionProblems01020304050InadequateMarketAnalysisProductProblemsorDefectsHigherCostThanAnticipatedPoorTimingorIntroductionAllOtherCauses4529251917141224InadequateUnderstandingoftheMarketandIncapableProcessesAretheKeyFactorsinNewProductFailureCausesofNewProductFailureCustomerDrivenSixSigmaMonth0Month1Month2ExecutiveTrainingBuy-InExecutives,SeniorManagementTeamDeployment/ChampionTrainingLearnhowtoManageProcess/ChooseProjectsRespectedManagersinOrganizationBlackbeltTrainingLearnTheTools&SolveaProblemBlackbelt1to2YearCommitment1Day4-5Days4MonthsStart-to-FinishWhenWhyWhoHowLongSummaryofGenericDeploymentTimelineCustomerDrivenSixSigma•WhoIsInvolved–RolesandResponsibilitiesLeadership•SixSigmainvolveschangingmajorbusinessvaluestreamsthatcutacrossorganizationalbarriers.Itisthemeansbywhichtheorganization'sstrategicgoalsaretobeachieved.ThiseffortcannotbeleadbyanyoneotherthantheCEO,whowillberesponsiblefortheperformanceoftheorganizationasawhole.SixSigmamustbeimplementedfromthetop-down.CustomerDrivenSixSigma•WhoIsInvolved–RolesandResponsibilitiesChampionsandSponsors•SixSigmachampionsarehigh-levelindividualswhounderstandSixSigmaandarecommittedtoitssuccess.InlargerorganizationsSixSigmawillbeleadbyafulltime,highlevelchampion,suchasanExecutiveVice-President.ChampionsalsowillincludeinformalleaderswhouseSixSigmaintheirday-to-dayworkandcommunicatetheSixSigmamessageateveryopportunity.SponsorsareownersofprocessesandsystemswhohelpinitiateandcoordinateSixSigmaimprovementactivitiesintheirareasofresponsibilities.CustomerDrivenSixSigma•WhoIsInvolved–RolesandResponsibilitiesMasterBlackBelt•Thisisthehighestleveloftechnicalandorganizationalproficiency.MasterBlackBeltsprovidetechnicalleadershipoftheSixSigmaprogram.MasterBlackBeltsmustbeabletoassistBlackBeltsinapplyingthemethodscorrectlyinunusualsituations.BlackBelt•BlackBeltsareactivelyinvolvedintheprocessoforganizationalchangeanddevelopment.Candidatesmaycomefromawiderangeofdisciplinesandneednotbeformallytrainedstatisticiansorengineers.CustomerDrivenSixSigma•WhoIsInvolved–RolesandResponsibilitiesGreenBelt•GreenBeltsareSixSigmaprojectleaderscapableofformingandfacilitatingSixSigmateamsandmanagingSixSigmaprojectsfromconcepttocompletion.Usually,SixSigmaBlackBeltshelpGreenBeltsdefinetheirprojectspriortothetraining,attendtrainingwiththeirGreenBelts,andassistthemwiththeirprojectsafterthetraining.YellowBelt•Projectteammemberstrainedtoperformthedatagatheringrole.Usually,SixSigmaYello