金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率Welcome to a presentation on Six SigmaTM2002年1月12日金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率What are your Expectations?I would like to capture your expectations for the day?金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率AgendaIntroduction 4 year- 100x uality improvementSix sigma by 1992 goal is set1988Malcolm baldrige nation quality award Mapped ISO 9001 into quality system review(QSR)199210x redustion in defect eveery 2 years customer satisfaction metrics 10x times improvement in cycle time in 5 years Changed measurement base to parts per billion金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率1994 Enterprise ISO registtation launched 1998 Corporate renewal 1999 Rules of Engagementbalanced score cardPerformance ExcellencePersonal CommitmentEvolution continues!金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率How many objectives are there in your organization?金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率Key beliefs how we will always act Constant respect for people Uncompromising integrityKEY GOALS what we must accomplish Best in class People Markting Technology Products:softwarehardware andsystems Manufaction Service Increased global market share Superior finacical resultsKEY INITATIVES how we will do it Six sigma quality total cycle time reduction product manufaction and environmental leadership Prfit improvement Empowerment for all in a participativeCooperative and creatice workplaceOur fundamental objective (Everyones overriding responsibility) Total customer satifaction金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率 Our fundamental objectiveTotal customer satisfactionTotal customer satisfaction Key beilfesKey beilfesHow we will always actHow we will always act Key goalsKey goalsWhat we must accomplishWhat we must accomplish Key initiativesKey initiativesHow we will do itHow we will do itEveryones overriding responsibility金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率KEY INITATIVEShow we will do it Six sigma qualitySix sigma quality t total cycle time reductionotal cycle time reduction p product manufaction and environmental roduct manufaction and environmental leadershipleadership P Prfit improvementrfit improvement E Empowerment for all in a participativempowerment for all in a participativeCooperative and creatice workplace Cooperative and creatice workplace金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率Consistent focus Card created Delivery defects; Early life failure rate;and thereforeIncreases customer satisfaction and Decreases warranty cost!金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率 Process cost and defectsReducing the total defects in the entire process: Reduces the cycle time per unit Reducing WIP(Work in process) Reducing inventory carrying costs Resuces defect inspection,analysis,and repair cost;thereforeDecreases “Manufacturing” cost金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率Cost/QualitySix sigma has shown that The highest quality producer isThe lowest Cost producer金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率 TDU is the best measure of the over all quality of the process TDU is the independent variable Process yields are dependent upon TDUThe common metric: Total defects per unit(TDU)金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率 Defining a unitA “unit” may be as diverse as a: Piece of equipment Line of software Order Technical manual Medical claim Wire transfer Hour of labor Customer contactAnything that is measurable & understandable by the person who is trying to reduce defects金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率 Sigma,a figure of merit TDUcould be expected to be proportional to the complexity of the unit Complexity is directly proporttional to the number of opportunities to creat a defect To normalize processes of different complexity, we use:Total defectsOpportunitiesFrom which we can calculate sigmaDPMO =x 1,000,000金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率 Improvement7 7Sigma(+ +1.5 1.5 sigma shift)sigma shift)1 110101001001 1KK1010KK100100KK2 23 34 45 56 6(66810 ppm)(6210 ppm) (233 ppm)(3.4 ppm)3030x Improvementx Improvement1010x Improvementx Improvement7070x Improvementx Improvement 6534Defects per Million opportunities金牌业务人员基础素质技能精华训练职业院校校内实训基地建设方案的开发与设计电子客户关系管理一对一的市场营销如何提高工作效率 Benchmarking1101001K10K100K234567Best in classinternal + external Repair costs 10%Average company99.7% of in proces defects (5.60)COPQ (cost of poor quality)- reduced 84% on a per unit basisManufacturing cost saving- cumulative saving over $18.0 billionProduct reliability- MTBF . . . increased 5-10 foldFinancial Sales up 2.9x，$37.6 billion- anaverage compoun