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1、FormalWinConsultantsLtdQITFacilitatorTrainingQIT Facilitator TrainingQIT 促進員培訓2021/9/101FormalWinConsultantsLtdQITFacilitatorTrainingQIT&ImprovementQIT 與改善與改善2021/9/102FormalWinConsultantsLtdQITFacilitatorTrainingQQuality 品質品質什麼是品質什麼是品質What is QualityWhat is Quality 顧客滿意的產品或服務顧客滿意的產品或服務顧客滿意的產品或服務顧客滿
2、意的產品或服務Customer satisfied product or serviceCustomer satisfied product or service什麼是顧客什麼是顧客who is customerwho is customer 接收產品接收產品接收產品接收產品/服務的組織或人服務的組織或人服務的組織或人服務的組織或人the person/organization who receives the person/organization who receives product/serviceproduct/service優質的要求優質的要求requirements of exc
3、ellent qualityrequirements of excellent quality 物超所值物超所值物超所值物超所值 superb valuesuperb valueFormalWinConsultantsLtdQITFacilitatorTrainingI Improvement 改進改進 改進是指為改善產品的特性和改進是指為改善產品的特性和改進是指為改善產品的特性和改進是指為改善產品的特性和(或或或或)提高用於生產和交付產品的過提高用於生產和交付產品的過提高用於生產和交付產品的過提高用於生產和交付產品的過程的有效性和效率所開展的活動，程的有效性和效率所開展的活動，程的有效性和效
4、率所開展的活動，程的有效性和效率所開展的活動，必要時，對結果進行評審，必要時，對結果進行評審，必要時，對結果進行評審，必要時，對結果進行評審，以確進一步的機會審核、顧客反饋和品質管理體系評審也可用於以確進一步的機會審核、顧客反饋和品質管理體系評審也可用於以確進一步的機會審核、顧客反饋和品質管理體系評審也可用於以確進一步的機會審核、顧客反饋和品質管理體系評審也可用於識別這些機會改進是一種持續的活動。識別這些機會改進是一種持續的活動。識別這些機會改進是一種持續的活動。識別這些機會改進是一種持續的活動。Improvement refers to the actions taken to enhanc
5、e the Improvement refers to the actions taken to enhance the features and characteristics of products and/or increase features and characteristics of products and/or increase the effectiveness and efficiency of processes used to the effectiveness and efficiency of processes used to produce and deliv
6、er them Results are reviewed,as produce and deliver them Results are reviewed,as necessary,to determine further opportunities for necessary,to determine further opportunities for improvement.Audits,customer feedback and review of improvement.Audits,customer feedback and review of the quality managem
7、ent system can also be used to the quality management system can also be used to identify opportunities.Improvement is a continual identify opportunities.Improvement is a continual a c t i v i t y.a c t i v i t y.ISO-9000:2000 3.9ISO-9000:2000 3.9FormalWinConsultantsLtdQITFacilitatorTrainingT-Team 團
8、隊團隊二人或以上二人或以上 never alone方向一致方向一致 unified goals共同目標共同目標 unified objectives 資源共享資源共享 share resources 榮辱與共榮辱與共share pride各司其職各司其職division of work各盡其責各盡其責FormalWinConsultantsLtdQITFacilitatorTrainingQIT-品質改善小組品質改善小組 由個別部們或跨功能小組由個別部們或跨功能小組,對品質作出長期或對品質作出長期或短期改善活動短期改善活動functional or cross-functional teams
9、,long-term or short-term quality improvement activities以小組形式活動，透過定期會議及其他活動以小組形式活動，透過定期會議及其他活動act as a team,through periodic meetings or other activitiesFormalWinConsultantsLtdQITFacilitatorTraining跨功能跨功能(部門部門)管理管理 Cross-functional(departmental)management改善工作重點是改善工作重點是TQM，而達到目標，必須跨，而達到目標，必須跨越各功能性部門之間
10、障礙。如品質問題非由品越各功能性部門之間障礙。如品質問題非由品管部門獨自負責。管部門獨自負責。Focus at TQM,to achieve objectives,must cross functional barriers.Quality problems are not the responsibility of one department alone.FormalWinConsultantsLtdQITFacilitatorTraining跨功能跨功能(部門部門)管理管理 Cross-functional(departmental)management 跨功能管理是指為達成跨功能管理是
11、指為達成QCDMS跨越部門跨越部門之間管理活動。之間管理活動。Cross-functional management means to achieve QCDMS across the departmentsFormalWinConsultantsLtdQITFacilitatorTraining改善觀念改善觀念Improve attitude 改善與管理改善與管理改善與管理改善與管理Kaizen and Kaizen and managementmanagement 過程與結果過程與結果過程與結果過程與結果process and resultprocess and result 遵循遵循遵循
12、遵循 PDCA PDCA循環循環循環循環/SDCA/SDCA循環循環循環循環follow PDCA/SDCAfollow PDCA/SDCA 品質第一品質第一品質第一品質第一Quality firstQuality first 用數據說話用數據說話用數據說話用數據說話talk with figurestalk with figures 下一制程就是顧客下一制程就是顧客下一制程就是顧客下一制程就是顧客the next process is the next process is customercustomerFormalWinConsultantsLtdQITFacilitatorTraini
13、ng品質改進的定義Quality improvement defined 品質改進品質改進品質改進品質改進quality improvementquality improvement 品質管理中致力於提高有效性和效率的部份品質管理中致力於提高有效性和效率的部份品質管理中致力於提高有效性和效率的部份品質管理中致力於提高有效性和效率的部份the part in quality management that deals the part in quality management that deals with effectiveness and efficiencywith effectiven
14、ess and efficiency 有效性有效性有效性有效性 effectivenesseffectiveness 完成所策劃的活動並達到所策劃的結果程度的度量完成所策劃的活動並達到所策劃的結果程度的度量完成所策劃的活動並達到所策劃的結果程度的度量完成所策劃的活動並達到所策劃的結果程度的度量a measure of achieving planned activities and a measure of achieving planned activities and get resultsget resultsISO:9000 2.2.12-14ISO:9000 2.2.12-14For
15、malWinConsultantsLtdQITFacilitatorTraining品質改進的定義Quality improvement defined效率效率 efficiency 所達到的結果與所用的資源之間的關係所達到的結果與所用的資源之間的關係relationship between results achieved and resources usedISO:9000 2.2.12-14ISO:9000 2.2.12-14品質改進的杠杆原理Quality improvement leverage theory 交付交付交付交付 deliver deliver品質問題品質問題 qual
16、ity problem制造制造制造制造 production production流程設計流程設計流程設計流程設計 process design process design產品產品產品產品/服務設計服務設計服務設計服務設計product/service designproduct/service design事後糾正事後糾正事後糾正事後糾正 corrective action corrective action客方客方客方客方customercustomer組織組織組織組織organisationorganisation設計設計設計設計designdesign過程控制過程控制過程控制過程控制
17、process process controlcontrol2021/9/1012FormalWinConsultantsLtdQITFacilitatorTraining維持與改進Maintenance and improvement維持是依照標準的作業程序來工作；維持是依照標準的作業程序來工作；maintenance is operate according to instructions改進是以改進現有標準為目標的活動。改進是以改進現有標準為目標的活動。Improvement is improve the existing instructions or standardsFormalW
18、inConsultantsLtdQITFacilitatorTraining創新與改進之分別Innovation and improvement 創新創新Innovation則是借助大筆資源投資於新技術或設備，則是借助大筆資源投資於新技術或設備，而產生急劇變化的改進而產生急劇變化的改進Capital investment in technology and equipment,big changes take placeFormalWinConsultantsLtdQITFacilitatorTraining創新與改進之分別Innovation and improvement 改進改進改進改進
19、ImprovementImprovement是強調以員工的努力、士氣、溝通、訓練、團隊、是強調以員工的努力、士氣、溝通、訓練、團隊、是強調以員工的努力、士氣、溝通、訓練、團隊、是強調以員工的努力、士氣、溝通、訓練、團隊、參與及自律來達成目標，由於持續不斷的努力，參與及自律來達成目標，由於持續不斷的努力，參與及自律來達成目標，由於持續不斷的努力，參與及自律來達成目標，由於持續不斷的努力，所產生的是小步伐改進，而遂次累積而成所產生的是小步伐改進，而遂次累積而成所產生的是小步伐改進，而遂次累積而成所產生的是小步伐改進，而遂次累積而成Stress employee contribution,moral
20、e,Stress employee contribution,morale,communication,training,team work and communication,training,team work and self-discipline to achieve results.As the self-discipline to achieve results.As the effort is continual,small steps can be effort is continual,small steps can be accumulated.accumulated.創新
21、、改進、維持、概念圖創新、改進、維持、概念圖innovation,improvement,maintenance concept diagraminnovation,improvement,maintenance concept diagram（今井正明（今井正明（今井正明（今井正明 Gemba Kaizen Gemba Kaizen著）著）著）著）高層管理高層管理高層管理高層管理senior managementsenior management 中階管理中階管理中階管理中階管理middle managementmiddle management督導人員督導人員督導人員督導人員supervi
22、sory staffsupervisory staff作業人員作業人員作業人員作業人員operating leveloperating level維持維持維持維持MaintenanceMaintenance創新創新創新創新InnovationInnovation 改進改進改進改進ImprovementImprovement2021/9/1016FormalWinConsultantsLtdQITFacilitatorTrainingFormalWinConsultantsLtdQITFacilitatorTraining為何要持續改進?why continual improvement 顧客的
23、需要在變化顧客的需要在變化customer requirements are changing社會在進步社會在進步the society is progressing技術在發展技術在發展technology is development競爭對手不斷增強競爭對手不斷增強competition is increasingFormalWinConsultantsLtdQITFacilitatorTraining品質改進的層面quality improvement interface高層的品質改進項目senior management quality improvement projects 管理上決
24、策問題及技術上的設計問題management decisions and technical design problemsFormalWinConsultantsLtdQITFacilitatorTraining品質改進的層面quality improvement interface中層的品質改進問題中層的品質改進問題middle management quality improvement middle management quality improvement projectsprojects 方針目標的落實、策略上制定及指導和組織方針目標的落實、策略上制定及指導和組織改進的進行充分發
25、揮資源整體的效用改進的進行充分發揮資源整體的效用quality policy and objectives planning,quality policy and objectives planning,implementation preparation and implementation preparation and instruction,overall effective deployment of instruction,overall effective deployment of resourcesresourcesFormalWinConsultantsLtdQITFaci
26、litatorTraining品質改進的層面quality improvement interface基層的品質改進問題front level quality improvement projects 操作層的改進，重點是提高過程實現的產品及日常工作品質shopfloor level improvements,focus at process improvement and daily quality work FormalWinConsultantsLtdQITFacilitatorTraining改進的目標The objective of quality improvementQUALIT
27、Y 提升品質提升品質COSTING 降低成本降低成本DELIVERY 準時交付準時交付SERVICE 優質服務優質服務MANAGEMENT 有效管理有效管理FormalWinConsultantsLtdQITFacilitatorTraining品質改善目標的準則A guide to quality improvement objective S(Specific):目標明確目標明確M(Measurable):目標可量性目標可量性A(Attainable):目標經努力可達成目標經努力可達成 R(Relevant):目標需具價值性目標需具價值性T(Time Table):目標需以時間衡量目標需以
28、時間衡量 結果結果FormalWinConsultantsLtdQITFacilitatorTraining持續改進的對象Continual improvement Objects MAN 人員人員 MACHINE 設備設備 MATERIAL 物料物料 METHOD 方法方法 ENVIRONMENT 環境環境 FormalWinConsultantsLtdQITFacilitatorTraining3M 與 3K3M and 3KMUDAMUDA-無馱無馱無馱無馱(浪費浪費浪費浪費)MURAMURA-無穩無穩無穩無穩(不規則不規則不規則不規則)MURI MURI-無理無理無理無理(過勞性過勞性
29、過勞性過勞性)Gemba kaizen checkpointsGemba kaizen checkpoints改善現場的查核點改善現場的查核點改善現場的查核點改善現場的查核點FormalWinConsultantsLtdQITFacilitatorTraining3M 與 3K3M and 3KKIKENKIKEN-危險危險危險危險KITANAIKITANAI-髒污髒污髒污髒污KITSUIKITSUI-勞累勞累勞累勞累common faults are the reverse of idealcommon faults are the reverse of ideal現場慣見現象，是理想現場的
30、反面現場慣見現象，是理想現場的反面現場慣見現象，是理想現場的反面現場慣見現象，是理想現場的反面FormalWinConsultantsLtdQITFacilitatorTrainingThe Step Of QIT QIT 的步驟的步驟2021/9/1027管理循環管理循環持續改進持續改進managementcycle-continualimprovingmanagementcycle-continualimproving行動行動Action計劃計劃Plan執行執行Do檢討檢討CheckDEMING CYCLE 戴明循環圖戴明循環圖行動行動Action計劃計劃Plan執行執行Do檢討檢討Che
31、ck行動行動Action計劃計劃Plan執行執行Do檢討檢討CheckPDCA 四個階段，八個步驟4 stages 8 steps2021/9/1029FormalWinConsultantsLtdQITFacilitatorTraining品質改善專案法quality improvement task force method團隊選定團隊選定團隊選定團隊選定select teamselect team現況調查現況調查現況調查現況調查check present statuscheck present status現況分析現況分析現況分析現況分析analysisanalysis題案確定題案確定題
32、案確定題案確定define projectdefine project要因分析要因分析要因分析要因分析cause-and-effect analysiscause-and-effect analysis制定日程表制定日程表制定日程表制定日程表schedulingscheduling方案實施方案實施方案實施方案實施implementimplement結果跟進結果跟進結果跟進結果跟進follow-upfollow-up標準化標準化標準化標準化standardizestandardizeFormalWinConsultantsLtdQITFacilitatorTraining尋找改善的根源尋找改善的
33、根源find sources of improvement自我的突破自我的突破self breakthrough2021/9/1031FormalWinConsultantsLtdQITFacilitatorTraining改善的原則principles of improvement管理突破原則管理突破原則the breakthrough principle:對舊的標準水平作出衡量，從而追求較對舊的標準水平作出衡量，從而追求較 高的品質水平要求高的品質水平要求measure the existing standard level,pursue higher standard levelForm
34、alWinConsultantsLtdQITFacilitatorTraining改善的原則principles of improvement過程原則過程原則過程原則過程原則process principleprocess principle品質改進可以是全過程或某一過程的改進，目的品質改進可以是全過程或某一過程的改進，目的品質改進可以是全過程或某一過程的改進，目的品質改進可以是全過程或某一過程的改進，目的在追求更高過程效益及效率在追求更高過程效益及效率在追求更高過程效益及效率在追求更高過程效益及效率quality improvement can be whole series quality
35、 improvement can be whole series of processes or any one process.Aiming of processes or any one process.Aiming at higher efficiency and effectivenessat higher efficiency and effectiveness FormalWinConsultantsLtdQITFacilitatorTraining改善的原則principles of improvement 預防原則預防原則預防原則預防原則the principle of pre
36、ventionthe principle of prevention 品質改進應致力經常性尋找改進機會，而不只是品質改進應致力經常性尋找改進機會，而不只是品質改進應致力經常性尋找改進機會，而不只是品質改進應致力經常性尋找改進機會，而不只是等待問題暴露再去找機遇，預防及糾正措施是品等待問題暴露再去找機遇，預防及糾正措施是品等待問題暴露再去找機遇，預防及糾正措施是品等待問題暴露再去找機遇，預防及糾正措施是品質改進的關鍵問題質改進的關鍵問題質改進的關鍵問題質改進的關鍵問題quality improvement is continual looking quality improvement is c
37、ontinual looking for opportunities to improve,not to wait for opportunities to improve,not to wait until problems surfaced.Corrective and until problems surfaced.Corrective and preventive actions are criticalpreventive actions are criticalFormalWinConsultantsLtdQITFacilitatorTraining尋根方法-QC 七工具Getti
38、ng to the root-QC seven tools現場問題，現場解決現場問題，現場解決Gemba problem,Gemba solve實例分析實例分析case anlaysis收集數據收集數據data collection以七工具分析以七工具分析analysis by 7 tools訂立解決方案訂立解決方案plan the solutionFormalWinConsultantsLtdQITFacilitatorTrainingQC QC 七工具七工具(計算及實踐計算及實踐)7-tools(calculate and 7-tools(calculate and implement)i
39、mplement)典型流程典型流程standard flowstandard flowFormalWinConsultantsLtdQITFacilitatorTrainingQC 七工具 7-tools特性特性特性特性characteristicscharacteristics 簡單易用簡單易用簡單易用簡單易用(管制圖除外管制圖除外管制圖除外管制圖除外)simple(except control chart)simple(except control chart)特別合用於現場改善特別合用於現場改善特別合用於現場改善特別合用於現場改善very suitable for gemba kaize
40、nvery suitable for gemba kaizen 主要用於處理數值資料主要用於處理數值資料主要用於處理數值資料主要用於處理數值資料(魚骨圖除外魚骨圖除外魚骨圖除外魚骨圖除外)mainly used in handling numerical mainly used in handling numerical data(except fish-bone)data(except fish-bone)FormalWinConsultantsLtdQITFacilitatorTrainingQC 七工具(簡介)7-tools(Briefing)魚骨圖魚骨圖-現象分析及分類工具現象分析及分
41、類工具fish-bone diagram a status analysis and categorization tool檢查表檢查表-收集及檢查工具收集及檢查工具check list a collection and inspection toolFormalWinConsultantsLtdQITFacilitatorTraining柏拉圖柏拉圖-定出重要少數及行動先後的工具定出重要少數及行動先後的工具 perato diagram a tool to define critical few and action priority 散佈圖散佈圖-定出兩個參數間關係的工具定出兩個參數間關係
42、的工具scatter diagram a tool to define the relationship between two factorsQC 七工具(簡介)7-tools(Briefing)FormalWinConsultantsLtdQITFacilitatorTraining層別法層別法層別法層別法-判斷混合數據有否層級的工具判斷混合數據有否層級的工具判斷混合數據有否層級的工具判斷混合數據有否層級的工具stratter diagram a tool to judge if mixed data stratter diagram a tool to judge if mixed da
43、ta exist straterexist strater直方圖直方圖直方圖直方圖-群組的分佈狀況判斷工具群組的分佈狀況判斷工具群組的分佈狀況判斷工具群組的分佈狀況判斷工具histogram a tool to judge data group scatterhistogram a tool to judge data group scatter控制圖控制圖控制圖控制圖-判斷實時製程波動的工具判斷實時製程波動的工具判斷實時製程波動的工具判斷實時製程波動的工具control diagram a tool to indicate real-time control diagram a tool t
44、o indicate real-time fluctuationfluctuationQC 七工具(簡介)7-tools(Briefing)FormalWinConsultantsLtdQITFacilitatorTraining特性要因圖特性要因圖cause and effect diagram 又稱魚骨圖因連結結果與原因及效果，又稱魚骨圖因連結結果與原因及效果，狀似魚骨狀似魚骨(fish-bone)showing the relationship between the cause and its effects石川馨教授創於石川馨教授創於石川馨教授創於石川馨教授創於 1952 1952
45、年年年年FormalWinConsultantsLtdQITFacilitatorTraining特性要因圖特性要因圖cause and effect diagram 決定問題決定問題決定問題決定問題(激盪法激盪法激盪法激盪法)define problem(brain-stroming)define problem(brain-stroming)起骨、分類、大骨、中骨、小骨起骨、分類、大骨、中骨、小骨起骨、分類、大骨、中骨、小骨起骨、分類、大骨、中骨、小骨initial bone,classify,big bone,middle bone,initial bone,classify,big b
46、one,middle bone,small bonesmall bone 集中式思考，定出重點順序集中式思考，定出重點順序集中式思考，定出重點順序集中式思考，定出重點順序concentration,define sequenceconcentration,define sequenceFormalWinConsultantsLtdQITFacilitatorTraining特性要因圖特性要因圖cause and effect diagram 用用用用5H1W5H1W法逐項列出問題點法逐項列出問題點法逐項列出問題點法逐項列出問題點list problem points,make use of 5
47、H1Wlist problem points,make use of 5H1W 原因解釋愈細愈好原因解釋愈細愈好原因解釋愈細愈好原因解釋愈細愈好detail explainationdetail explaination 以現場第一線問題先作考慮以現場第一線問題先作考慮以現場第一線問題先作考慮以現場第一線問題先作考慮on-site,front-line is the priorityon-site,front-line is the priority 用用用用5M5M選題法表決優先處理問題選題法表決優先處理問題選題法表決優先處理問題選題法表決優先處理問題prioritize by 5Mprio
48、ritize by 5MFormalWinConsultantsLtdQITFacilitatorTraining特性要因圖特性要因圖cause-and-effect diagramFormalWinConsultantsLtdQITFacilitatorTraining要因圖特性要因圖特性cause-and-effect characteristics 以現象第一線所發生問題作考慮以現象第一線所發生問題作考慮以現象第一線所發生問題作考慮以現象第一線所發生問題作考慮consider what is happening on-siteconsider what is happening on-s
49、ite 是一種教育經驗是一種教育經驗是一種教育經驗是一種教育經驗an educational experiencean educational experience 是討論問題的捷徑是討論問題的捷徑是討論問題的捷徑是討論問題的捷徑a fast track for problem discussiona fast track for problem discussionFormalWinConsultantsLtdQITFacilitatorTraining要因圖特性要因圖特性cause-and-effect characteristics 表現出分析水準表現出分析水準表現出分析水準表現出分析水
50、準an indication of ability to analyzean indication of ability to analyze 展現問題的因果關係、工作層次展現問題的因果關係、工作層次展現問題的因果關係、工作層次展現問題的因果關係、工作層次indicate cause and effect of a problem,action indicate cause and effect of a problem,action levelslevelsFormalWinConsultantsLtdQITFacilitatorTraining柏拉圖柏拉圖柏拉圖柏拉圖Pareto diag