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1、CTI Collaborative Technology mgt&Innovation CTIMarketing LeadershipPresented by:Eden H.C.ChenSix Sigma AcademyCTI Group,USAR&D Self-SupportsProcess IndependentlyVariation ReductionWastes ReductionSix Sigma Strategies for ExcellenceCTI Collaborative Technology mgt&Innovation CTISix Sigma是一种经营管理理念，也是一
2、套有系统的管理手法，目的是在定义的目标之下，追求最小的变异，获得最大的获利水平。CTI集团陈宪章博士v六标准偏差为一全面且具弹性的系统，可用于获取、维持和扩大企业成功。六标准偏差的趋动要素，在于洞悉顾客之需，严格使用事实严格使用事实、资料、统计分析，以及全力关注业务流程全力关注业务流程的管理、改善和创新。The six sigma wayCTI Collaborative Technology mgt&Innovation CTI-Six Sigma is a management philosophy which search for-Six Sigma is a management ph
3、ilosophy which search for the perfect without any significant variations based on the perfect without any significant variations based on the pre-set performance requirements.the pre-set performance requirements.-To define the requirements,finding out the undesirable-To define the requirements,findi
4、ng out the undesirable outcomes(y)and associating it with the possible inputs outcomes(y)and associating it with the possible inputs is the concepts to avoid,if not 100%sure,eliminate the is the concepts to avoid,if not 100%sure,eliminate the causes of variances in intent outputs.By doing so we caus
5、es of variances in intent outputs.By doing so we can minimize the waste lean.can minimize the waste lean.-Use best tools to achieve the goals of avoiding cause,-Use best tools to achieve the goals of avoiding cause,detect failure,&compensate the effectsdetect failure,&compensate the effectsSix Sigma
6、 Basic ConceptCTI Collaborative Technology mgt&Innovation CTITake a wild guess on what is the normal average mistakes by any given processed operation?Semi-Professionals are 7%(std dev.Is 6%)Professionals are 3%(std.dev.Is 2%)Absolute Professionals without check/balanceare 11%(std dev.Is 11%)For Whi
7、te Collar works For Blue Collar works Skilled Operators are 1%(std dev.Is.8%)without Error Proofing Options Unskilled Operators are 7%(std dev.Is 6.8%)without Error Proofing OptionsFor Instrument Control Operations Based on accuracy and sensitivity of the instrument it can be anything from 0.05%to 3
8、.0%Likely,for most industry instrument it is around 0.5%CTI Collaborative Technology mgt&Innovation CTISupply Input Process Output CustomerSupply Input Process Output Customer 供应者质量供应者质量 输输 入入 流程功能流程功能 产出要求产出要求 客户满意客户满意i.e.i.e.KPIVKPIV i.e.VOC,i.e.VOC,CTCCTCi.e.i.e.可归因的可归因的外在变异外在变异(Assignable(Assign
9、ablecause)cause)i.e.i.e.一般内在一般内在因素变异因素变异&KCC&KCC etc.etc.i.e.i.e.CTQ CTQ Spec.Spec.KPC,KPC,&etc.&etc.SIPOC SIPOC 的观念的观念CTI Collaborative Technology mgt&Innovation CTIInput Process Output 首先看一看输入与输出的关系首先看一看输入与输出的关系首先看一看输入与输出的关系首先看一看输入与输出的关系CTI Collaborative Technology mgt&Innovation CTIOutputInputYX如
10、果结果只被一个输入因素影响，则 1:1,such as Y=X.CTI Collaborative Technology mgt&Innovation CTI套模零件尺寸模具尺寸YX范例：在无外部噪音与内 部变因的完美状况CTI Collaborative Technology mgt&Innovation CTI掷一块硬币的机率CTI Collaborative Technology mgt&Innovation CTIDistribution(分配)and Probability(机率)Frequency123465432150.027 0.0560.0630.1110.1390.1670
11、.1390.1110.0630.0560.027%23456789101112CTI Collaborative Technology mgt&Innovation CTI两粒骰子的机率和出现次数频率图两粒骰子的机率和出现次数频率图0.180.160.140.120.100.080.060.040.020.机率出现次数1 2 3 4 5 6 5 4 3 2 1CTI Collaborative Technology mgt&Innovation CTImean-1s-3s-2s2s3s1s68%95%99.7%中心线与标准偏差中心线与标准偏差CTI Collaborative Technolo
12、gy mgt&Innovation CTIOutputInputYX然而在很多条件情况下，结果是一个分布CTI Collaborative Technology mgt&Innovation CTIUndesirableUndesirable非期待非期待流程流程/制程制程InputInputDesirableDesirable期待期待OutputOutputControlControlControlControlNoisesNoises噪音噪音Man Man 人人MachineMachine机机MaterialMaterial料料MethodMethod法法EnvironmentEnviron
13、ment环境环境CTI Collaborative Technology mgt&Innovation CTI考虑噪因(noise)的情况OutputInputYXNoiseCTI Collaborative Technology mgt&Innovation CTI流程流程/制程制程Man Man 人人MachineMachine机机MaterialMaterial料料MethodMethod法法EnvironmentEnvironment环境环境InputInput好的产品好的产品有缺点的有缺点的产品产品OutputOutputProcess Control&Process Control
14、&SPCSPCQuality inspection&SQCQuality inspection&SQC 质量检验质量检验&统计品管统计品管洪水洪水,地震地震,罢工等罢工等在实际的环境下CTI Collaborative Technology mgt&Innovation CTIControlControlControlControlMMMMEMMMMEMMMMEMMMMEY#1#2#3#lastOutput=InputY1=X1Y1=F(X1)Y1=F(Xi)Y1=F(Xi)Y1=F(Xi)Yj =F(Xi)有多少输出变量？有多少输入变量？那几个是重要输出变量？那几个是重要输入变量？将重要输出
15、变量与重要输入变量链接现实环境下的流程模式CTI Collaborative Technology mgt&Innovation CTIOutputYY=X1+X2+X3+Xn结果就更复杂了当不是只有一个输入变量时Input X1Input X2Input X3Input XnCTI Collaborative Technology mgt&Innovation CTI工程下规集中点工程上规完美状态.工程规格与实际产出现象CTI Collaborative Technology mgt&Innovation CTI工程下规工程上规Target几乎完美接近完美大多数状况CTI Collabora
16、tive Technology mgt&Innovation CTISpec.Limit+/-1+/-2+/-3+/-4+/-5+/-6 Percent(%)68.2795.4599.7399.993799.99994399.9999998Possible Defective ppm3173004500270083.57.002完美状况理论值Spec.Limit+/-1+/-2+/-3+/-4+/-5+/-6 Percent(%)30.2369.1393.3299.379099.9767099.999660Possible Defective ppm6977003087006681062102
17、333.4 大多数状况实际值CTI Collaborative Technology mgt&Innovation CTI现实的世界现实的世界 Spec.Limit+/-1+/-2+/-3+/-4+/-5+/-6 Percent(%)30.2369.1393.3299.379099.9767099.999660Possible Defective ppm6977003087006680062102333.4 CTI Collaborative Technology mgt&Innovation CTI分布范围与集中程度CTI Collaborative Technology mgt&Innov
18、ation CTI失败成本4 Sigma Condition-6,000 PPM(Defective Parts Per Million)6 Sigma Condition-3-4 PPM(Defective Parts Per Million)1%25%SalesSalesSource:Monro&Assoc.Inc.CTI Collaborative Technology mgt&Innovation CTI企业经营成功的指标投资报酬未来成长的体质客户满意度保固成本回收(Warranty pay-off(DPTP)生产力第一时间点的良率(1st Time yield and Quality
19、)产业排比(Industrial Rating)CTI Collaborative Technology mgt&Innovation CTI质量指针允收水平(AQL/AOQL)SPC with estimated defective rate&trend制程(流程)能力指标Process Capability IndexCTI Collaborative Technology mgt&Innovation CTI1%不良的质量水平代表什么意义？每小时有20000邮件丢失每天有15分钟饮用不净水每周有5000手术错误主要机场每天至少有4次事故每年有200000药物处方错误每月有七天停电CTI
20、Collaborative Technology mgt&Innovation CTI零缺点-“Almost(几乎)”完美的流程设计当你买一瓶药，你是否期待每一颗都是好的?当你搭飞机，你是否期待每一次起飞与降落都成功?是否零缺点的观念可以应用到你的流程上甚至产品上?CTI Collaborative Technology mgt&Innovation CTISix Sigma的目标的目标:面对全球市场与竞争力面对全球市场与竞争力，消除变异追求最大的获利目标消除变异追求最大的获利目标q不断提高客户满意度q持续测量q提高制程能力q降低不良品q增加获利 持续改善导致经营成功持续改善导致经营成功CTI
21、 Collaborative Technology mgt&Innovation CTISix Sigma 成功策略成功策略过程内的数据数据引导决定过程内的数据数据引导决定过程内的数据数据引导决定过程内的数据数据引导决定Y=S S F(Xi)流程内的各个输出结果流程内的各个输出结果 =各种机会各种机会最终产品产出最终产品产出将将将将 F(XF(Xii)作最大的发挥作最大的发挥作最大的发挥作最大的发挥,则就可控制则就可控制则就可控制则就可控制 Y.Y.CTI Collaborative Technology mgt&Innovation CTI机 会？即刻 短期 因应(Reactive)解决现在
22、的问题解决现在的问题 确实指出高风险的问题所在确实指出高风险的问题所在 (such as cost,(such as cost,reworks,scraps,&ect.)reworks,scraps,&ect.)预见 长期 预应(Proactive)防止潜在的弱点造成问题防止潜在的弱点造成问题 指出潜在的机会指出潜在的机会CTI Collaborative Technology mgt&Innovation CTI MeasureAnalyzeImproveControlCharacterizationCharacterizationOptimization Optimization with
23、in the systemwithin the systemSix Sigma 应用战术应用战术-MAICCTI Collaborative Technology mgt&Innovation CTIDefine/定义定义掌握特性掌握特性(Characterization)在体制内追求完美在体制内追求完美(Optimization)Control/管制管制Improve/改进改进Analyze/分析分析Measure/衡量衡量Six Sigma 应用战术应用战术-DMAICCTI Collaborative Technology mgt&Innovation CTIDefine/定义定义Con
24、trol/管制管制DESIGN/重新设计重新设计Analyze/分析分析Measure/衡量衡量掌握特性掌握特性(Characterization)在体制外追求完美在体制外追求完美(Optimization)Six Sigma 应用战术应用战术-DMADVCTI Collaborative Technology mgt&Innovation CTIDefineDefine定义定义定义定义Validate/验证验证Incorporate/组成团队执行之组成团队执行之Evaluate/评估评估Optimize/自我调适自我调适掌握特性掌握特性(Characterization)自我调适自我调适(O
25、ptimize)验证执行验证执行Six Sigma 应用战术应用战术-DEOVICTI Collaborative Technology mgt&Innovation CTIMAIC 现状点的改善6s sMeasurementControlImprovementAnalysisCTI Collaborative Technology mgt&Innovation CTIDMAIC 是在现有体制之下变革式的改善6s sMeasurementControlImprovementAnalysisDefineCTI Collaborative Technology mgt&Innovation CTI
26、DMADV 是打破体制的突破式变革6s sMeasurementValidationDesignAnalysisDefineCTI Collaborative Technology mgt&Innovation CTIDEOVI 是在最早的时间点上将事情有效率的完成6s sEvaluateIncorporateValidateOptimizeDefineCTI Collaborative Technology mgt&Innovation CTIDefine,Measure,Analyze,Improve,ControlDefine,Measure,Analyze,Improve,Contro
27、l1 Select Output CTQ or CTC 2 Define performance standards for response variable3Identify measurement system for input and response variables4Establish process capability of response variable1Define improvement objectives2Identify all sources of variation in y(inputs=xi)3 Screen sources for potentia
28、l causes of variation in y&identify vital few x KPIV 1 Determine mathematical relationship between vital few xi2Establish operating tolerances for vital few xi 1 Validate measurement system for xi 2 Determine ability to control vital few xi3 Establish process control plan for vital few xiStepFocusyy
29、x&yyx1,x2,.xnx1,x2,.xn Vital Few xiVital Few xiVital Few xiPhaseMeasureAnalyzeImproveControlSUSTAINVital Few xiVital Few xiVital Few xiDefine 1.Understand the needs,create the interval interest&motivation x&y 2.Mapping the strategy x&yCTI Collaborative Technology mgt&Innovation CTICTISixSigma十三组工具十三
30、组工具A.团队共识团队共识 a-1 公司六标准偏差推动愿景与自我公司六标准偏差推动愿景与自我能能 力展开力展开 a-2六标准偏差推动架构与推动机制六标准偏差推动架构与推动机制 a-3 项目评选与人力资源规划项目评选与人力资源规划B.策略规划策略规划 b-1 Six sigma 关键推动策略关键推动策略 b-2 投资效益评估投资效益评估 b-3 公司策略与项目展开之衔公司策略与项目展开之衔 接接Module 1:Team Building&Supporting基础认知及结构化策略研拟与机制建置基础认知及结构化策略研拟与机制建置CTI Collaborative Technology mgt&In
31、novation CTID.供应链管理供应链管理 d-1 以Six sigma 质量为主之SCM d-2 供应链风险管理Module 1:Team Building&Supporting基础认知及结构化策略研拟与机制建置基础认知及结构化策略研拟与机制建置C.项目管理项目管理&信息科技信息科技 c-1 e化六标准偏差项目管理 c-2 e化KPC展开管理 CTI Collaborative Technology mgt&Innovation CTIModule 2 产品与流程地图分析法产品与流程地图分析法Module 3 关键特性设计程序关键特性设计程序(KCDS)Module 4 失效模式与因变
32、计划失效模式与因变计划(FMEA)Module 5 概率与分配分析概率与分配分析Module 6 资料收集计划与分析技术资料收集计划与分析技术Module 7 基本统计工具基本统计工具Module2-13系统化工具与方法系统化工具与方法CTI Collaborative Technology mgt&Innovation CTI Module 10 衡量系统分析衡量系统分析Module2-13系统化工具与方法系统化工具与方法Module 11 进阶产品质量计划进阶产品质量计划(APQP)Module 12 管制计划管制计划Module 13 快速反应与流水性设计及防愚法快速反应与流水性设计及防
33、愚法 Module 8 实验设计实验设计(DoE)Module 9 稳健工程稳健工程CTI Collaborative Technology mgt&Innovation CTISix Sigma阶段性推动策略与目标阶段性推动策略与目标DMAICDEOVIDMADVBasic Tools Module 2 Module 3 Module 4&Module 12 Module 5&Module 6 Module 7 Module 10 工具整合与风险管理应用工具整合与风险管理应用 Advance Tools Module 8 Module 9 Module 11 Module 13 Six Si
34、gma 与与 Lean System 整合运作整合运作Module 1 a-1 a-2 a-3 b-1 b-2 c-1 c-2Provide Guidance&SupportingCTISixSigma辅导架构辅导架构DFSS项目解析与战术应用工具应用CTI Collaborative Technology mgt&Innovation CTI DPU(Defects per unit DPU(Defects per unit每一单位缺点数每一单位缺点数每一单位缺点数每一单位缺点数)=Defects/Unit)=Defects/Unit TOP(Total Opportunities TOP(
35、Total Opportunities全数产品内部可能出错的机全数产品内部可能出错的机全数产品内部可能出错的机全数产品内部可能出错的机 会点数会点数会点数会点数)=Units*opportunities)=Units*opportunities DPMO(Defects per Million Opportunity,DPMO(Defects per Million Opportunity,每一百万的机每一百万的机每一百万的机每一百万的机 会可能缺点数会可能缺点数会可能缺点数会可能缺点数)=Defects/TOP*10)=Defects/TOP*106 6 Rolled Throughput
36、Yield(Rolled Throughput Yield(直通产出率直通产出率直通产出率直通产出率)=(The)=(The probability that any given unit of product will contain 0 probability that any given unit of product will contain 0 defects)defects):Y YRT RT =e=e-DPU-DPU FormulastoKnow:CTI Collaborative Technology mgt&Innovation CTI如何让如何让Six Sigma深植于工作
37、之中深植于工作之中经营绩效之衡量改为可以反应至六标准偏差之目标经营绩效之衡量改为可以反应至六标准偏差之目标经营绩效之衡量改为可以反应至六标准偏差之目标经营绩效之衡量改为可以反应至六标准偏差之目标Defects per Operation/UnitCost of Failure as%SalesQuality level in regards of custom satisfaction Six Sigma Capability-Progress Report黑带人员每年至少带出两项项目黑带人员每年至少带出两项项目黑带人员每年至少带出两项项目黑带人员每年至少带出两项项目Successful pr
38、oject implementation will reduce variation,and meet price set goalsGoal is to be dedicated 100%to project work经营管理面之审查将持续以六标准偏差标准机制进行经营管理面之审查将持续以六标准偏差标准机制进行经营管理面之审查将持续以六标准偏差标准机制进行经营管理面之审查将持续以六标准偏差标准机制进行CTI Collaborative Technology mgt&Innovation CTISix Sigma的训练精神的训练精神:Six Sigma 最强调的重点为人与知识 你决不会知道你不知
39、道的.成功之道在于知识创新与突破要靠新知识与新思维GE claims a 10 to 1 return on their training budget.GE claims a 10 to 1 return on their training budget.In fact,they require every employee to receive In fact,they require every employee to receive 80 hours or more of training annually,of which 80 hours or more of training a
40、nnually,of which 40%must be in the area of quality.40%must be in the area of quality.Reference:Harry,Mikel,Dr.The Vision of Six Sigma.Sigma Publishing Company,1994.CTI Collaborative Technology mgt&Innovation CTIProject Focus:Question:If we are so good at X,why do we constantly test and inspect Y?rRe
41、sponse variablerDependent variablerOutputrSymptom rEffectqX1.XNqIndependent variablesqProcess inputsqProblemsqCausesQuestion:To get results,should we focus our efforts on the Y or the X?YXXMonitoringMonitoringSystemsSystemsControllingControllingSystemsSystemsMeasureMeasureAnalyzeAnalyzeImproveImprov
42、eControlControlProcessCharacterizationProcess OptimizationGoal:Y=f(x)DefineDefineGetting ReadyGetting ReadyCTI Collaborative Technology mgt&Innovation CTIMEASUREANALYZEIMPROVECONTROLBlack BeltsBlack BeltsTeam Support,STAFF Team Support,STAFF 100%INVOLVEMENTINVOLVEMENT/OWNERSHIP BY THE SUPPORT FUNCTI
43、ONS IS INVOLVEMENT/OWNERSHIP BY THE SUPPORT FUNCTIONS IS CRITICAL!CRITICAL!FOR A SUCCESSFUL Black Belt PROJECT-FOR A SUCCESSFUL Black Belt PROJECT-TIMETHE TARGETChampionsNeedtoMakeThisHappen.CTI Collaborative Technology mgt&Innovation CTI质量是符合质量是符合实际规格实际规格品质是品质是超过客户的超过客户的期待与需求期待与需求专注于生产管制专注于生产管制品质的责
44、任是品质的责任是属于属于 品管部门品管部门基本前置需求基本前置需求就是达到客户满意就是达到客户满意核心价值核心价值与贡献与贡献就是达到企业的成功就是达到企业的成功质量就是价质质量就是价质Market Share品 质 定 义 改 变CTI Collaborative Technology mgt&Innovation CTIQuality品质品质Reliability可靠度可靠度Durability耐用度耐用度常见的浴缸曲线常见的浴缸曲线EarlyFailuresFit/FinishWindnoiseWaterLeaksSTR,etc.WarrantyCustomerDissatisfiesC
45、TI Collaborative Technology mgt&Innovation CTIAerospace Industrial Development Corporation影响质量最大的敌人是什么?减少变异，向目标靠拢是我们努力的方向变异变异VARIATIONVARIATIONCTI Collaborative Technology mgt&Innovation CTI分布差异Location中心线偏移Spread变异分布较大Shape形状扭曲变异的意义变异的意义CTI Collaborative Technology mgt&Innovation CTI在只有一般性原因而无特殊异常情
46、况下的时间趋势变化TimePrediction变异的意义变异的意义CTI Collaborative Technology mgt&Innovation CTITimeCan we predict?在发生特殊异常情况下的时间趋势变化，此时预测变得困难变异的意义变异的意义CTI Collaborative Technology mgt&Innovation CTITime超过规范显示制程内有特殊因素特殊因素消除，制程获得有效控制，无超出规范现象变异的意义变异的意义CTI Collaborative Technology mgt&Innovation CTITimeLow Spec Limit工程
47、下限High Spec Limit工程上限In Control but Not Capable制程有效控制但不稳健In Control and Capable制程有效控制且稳健变异的意义变异的意义CTI Collaborative Technology mgt&Innovation CTI三种型态的变异三种型态的变异与生俱来的变异与生俱来的变异特殊原因的变异特殊原因的变异管理作为的变异管理作为的变异 Pioneer,Innovator&Leader on Six SigmaPioneer,Innovator&Leader on Six SigmaPioneer,Innovator&Leader
48、 on Six SigmaPioneer,Innovator&Leader on Six Sigma CTI Collaborative Technology mgt&Innovation CTI Collaborative Technology mgt&Innovation 变变异异的的基基本本1.所有的事物都会变异2、变异有两种方式衡量计数值计量值3.变异的种类与生俱来的原因 属于流程本身的一部份特殊原因 外在刺激影响CTI Collaborative Technology mgt&Innovation CTI变变异异的的基基本本4.与生俱来的原因调和的形态 特殊原因无固定形态5.变异大多
49、是由以上两种因素造成.CTI Collaborative Technology mgt&Innovation CTI在流程内与生俱来的变异在流程内与生俱来的变异.何谓何谓“CommonCause”变异变异?UCLLCLCLCTI Collaborative Technology mgt&Innovation CTI稳定的流程稳定的流程 在上下管制线之间有何种形式的变异?有甚么 Common Cause 变异的范例?那一种变异较难排除?如何降低“Common Cause”的变异?那理是规格设定的界限?UCLLCLCLOutputResultsCTI Collaborative Technolog
50、y mgt&Innovation CTI变异不是来自原有系统本身，变异不是来自原有系统本身，但是却代表一种改变但是却代表一种改变.何谓何谓“SpecialCause”变异变异?UCLLCLCLSpecial Cause ProblemCTI Collaborative Technology mgt&Innovation CTI7.管理阶层的责任是改善 Common Cause 的变异作业员的责任是改善 Special Cause所产生的变异.8.降低 Common Cause 的变异与降低 Special Cause 的变异各须要不同的行动方案6.人们只能影响他能控制的部份人们只能影响他能控制