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1、6 Overview Six Sigma:Six Sigma:-A Definition-A Definition-Applied to GE-Applied to GE-GE Quality Initiative-GE Quality Initiative-Why This Approach?-Why This Approach?-Origin of Six Sigma-Origin of Six Sigma-The“Breakthrough Strategy”-The“Breakthrough Strategy”-Arriving at Sigma-Arriving at Sigma Si
2、x Sigma Structure Six Sigma Structure Key Concepts&Tools Key Concepts&Tools A Practical Example A Practical ExampleAn Overview.Not a lot of Details!An Overview.Not a lot of Details!6 Overview“Six Sigma”Six Sigma”If we cant express what we know in the form of numbers,If we cant express what we know i
3、n the form of numbers,we really dont know much about it.we really dont know much about it.If we dont know much about it,we cant control it.If we dont know much about it,we cant control it.If we cant control it,we are at the mercy of chance.If we cant control it,we are at the mercy of chance.Mikel J.
4、HarryMikel J.HarryPresident&CEOPresident&CEOSix Sigma Academy,Inc.Six Sigma Academy,Inc.A Rigorous Method for Measuring&Controlling Our QualityA Rigorous Method for Measuring&Controlling Our Quality“.“.will bring GE to a whole new level of quality in a fraction of the will bring GE to a whole new le
5、vel of quality in a fraction of the time it would have taken to climb the learning curve on our own.”time it would have taken to climb the learning curve on our own.”John F.Welch,Jr.John F.Welch,Jr.1995 GE Annual Report1995 GE Annual Report6 OverviewWhat Does“Sigma”Mean?What Does“Sigma”Mean?Sigma is
6、 a Measure of the Consistency of a ProcessSigma is a Measure of the Consistency of a ProcessIt(It(is Also the 18th Letter in the Greek Alphabet!is Also the 18th Letter in the Greek Alphabet!Why Does GE Need A Quality Initiative?Why Does GE Need A Quality Initiative?GE Raising The BarGE Raising The B
7、ar New Goal to be“Best in the World”vs.#1 or#2New Goal to be“Best in the World”vs.#1 or#2 Customers are Expecting More,we Must DeliverCustomers are Expecting More,we Must Deliver“Ship-and-fix”Approach no Longer Tolerated in the Market“Ship-and-fix”Approach no Longer Tolerated in the Market Aim to Sp
8、eed Past Traditional Competitors in 5 YearsAim to Speed Past Traditional Competitors in 5 Years Goal Consistent with Reduced Total CostsGoal Consistent with Reduced Total CostsWe Must Acknowledge Our VulnerabilitiesWe Must Acknowledge Our Vulnerabilities Poor Quality That Impacts CustomersPoor Quali
9、ty That Impacts Customers Problems with NPIProblems with NPI Too High Internal CostsToo High Internal Costs6 OverviewWe Need a Major Initiative to Move FromWe Need a Major Initiative to Move From Where we Are to Where we Want to be Where we Are to Where we Want to be6 OverviewWhy Does GE Need A Qual
10、ity Initiative?Why Does GE Need A Quality Initiative?40%35%30%25%20%10%15%5%Cost of Failure(%of Sales)Cost of Failure(%of Sales)Defects per MillionDefects per Million3.4233621066,807308,537500,000SigmaSigma6 65 54 43 32 21 1 Estimated Cost of Failure in US Industry is 15%of Sales;Taking Estimated Co
11、st of Failure in US Industry is 15%of Sales;Taking GE From a 3GE From a 3 to a 6 to a 6 Company Will Save$10.5 Billion per Year!Company Will Save$10.5 Billion per Year!Why“Six Sigma”?Why“Six Sigma”?Proven Successful in“Quality-Demanding”Industries e.g.,Proven Successful in“Quality-Demanding”Industri
12、es e.g.,Motorola,Texas Instruments(many process steps in series)Motorola,Texas Instruments(many process steps in series)Proven Method to Reduce CostsProven Method to Reduce Costs Highly Quantitative Method Science and Logic Instead of Gut FeelHighly Quantitative Method Science and Logic Instead of G
13、ut Feel Includes Manufacturing&Service(close to customer)and Provides Bridge Includes Manufacturing&Service(close to customer)and Provides Bridge to to Design for QualityDesign for Quality Concepts Concepts Has Support and Commitment of Top ManagementHas Support and Commitment of Top ManagementIt Wo
14、rks!It Works!6 OverviewSigmaSigma3 3 4 4 5 5 6 6 SpellingSpellingMoneyMoneyTimeTime1.51.5 Misspelled WordsMisspelled Wordsper Pageper Page in a Book in a Book1 1 Misspelled WordMisspelled Wordper 30 Pagesper 30 Pages in a Book in a Book1 1 Misspelled Word inMisspelled Word ina a set of Encyclopedias
15、set of Encyclopedias1 1 Misspelled Word in allMisspelled Word in allof the of the Books in a SmallBooks in a SmallLibraryLibrary$2.7$2.7 MillionMillion Indebtedness Indebtednessper$1 Billion in Assetsper$1 Billion in Assets$570$570 IndebtednessIndebtednessper$1 Billion in Assetsper$1 Billion in Asse
16、ts$63,000$63,000 IndebtednessIndebtednessper$1 Billion in Assetsper$1 Billion in Assets$2$2 IndebtednessIndebtednessper$1 Billion in Assetsper$1 Billion in Assets3 1/2 3 1/2 MonthsMonthsper Centuryper Century2 1/2 2 1/2 DaysDaysper Centuryper Century30 30 MinutesMinutesper Centuryper Century6 6 Seco
17、ndsSecondsper Centuryper Century6 6 is Several Orders of Magnitude Better Than 3is Several Orders of Magnitude Better Than 3 !Sigma:A Measure of QualitySigma:A Measure of Quality6 OverviewWhere Does“Six Sigma”Come From?Where Does“Six Sigma”Come From?Mikel J.Harry one of the Original ArchitectsMikel
18、J.Harry one of the Original Architects Previously Headed Quality Function at ABB and Motorola Previously Headed Quality Function at ABB and Motorola Now President/CEO of Six Sigma Academy in Phoenix,Arizona Now President/CEO of Six Sigma Academy in Phoenix,Arizona Has Consulted for Texas Instruments
19、,Allied Signal(and others)Has Consulted for Texas Instruments,Allied Signal(and others)Currently Retained by GE to Teach the Implementation,Currently Retained by GE to Teach the Implementation,Deployment and Application of Six Sigma Concepts&Tools Deployment and Application of Six Sigma Concepts&Too
20、ls Learning from Those Who Have had SuccessLearning from Those Who Have had SuccessWith 6With 6Will Accelerate its Implementation at GEWill Accelerate its Implementation at GE 精品资料网精品资料网精品资料网精品资料网6 OverviewSo.So.WhatWhat is Six Sigma?is Six Sigma?A Measurement SystemA Measurement System A Problem-So
21、lving ApproachA Problem-Solving Approach A Disciplined Change ProcessA Disciplined Change Process“THE SIX SIGMA BREAKTHROUGH STRATEGY”THE SIX SIGMA BREAKTHROUGH STRATEGY”MeasureeasureAnalyzenalyzeImprovemproveControlontrol6 OverviewHowHow Do We Arrive at Sigma?Do We Arrive at Sigma?Measuring&Elimina
22、ting Defects is the“Core”of Six SigmaMeasuring&Eliminating Defects is the“Core”of Six SigmaMeasurement SystemMeasurement SystemIdentify the Identify the CTQsCTQsLook for Look for DefectsDefectsin in Products orProducts orServicesServices “Critical to Quality”Critical to Quality”Characteristics or Ch
23、aracteristics or the Customer the Customer Requirements for a Requirements for a Product or Service Product or Service Count Count DefectsDefects or failures to or failures to meet meet CTQCTQ requirements in requirements in all process steps all process steps Define Define DefectDefectOpportunities
24、Opportunities Any step in theAny step in the process where a process where a Defect Defect could occurcould occur in a in a CTQCTQ Arrive at Arrive at DPMODPMO Use the Use the SIGMASIGMA TABLE TABLEConvert Convert DPMO DPMO totoSigmaSigma Defects Per MillionDefects Per Million Opportunities Opportun
25、ities2 23 34 45 56 6308,537308,537 66,807 66,807 6,210 6,210 233 233 3.4 3.4PPMPPM Defects perDefects per Million of Million of Opportunity Opportunity SigmaSigma Level Level6 OverviewMeasurement SystemMeasurement System2 23 34 45 56 6308,537308,537 66,807 66,807 6,210 6,210 233 233 3.4 3.4PPMPPM SI
26、GMASIGMA LEVEL LEVEL DEFECTS perDEFECTS per MILLION MILLIONOPPORTUNITYOPPORTUNITY IRS Tax AdviceIRS Tax AdviceBest CompaniesBest CompaniesAirline SafetyAirline SafetyAverage CompanyAverage CompanyGEGEAirline BaggageAirline BaggageDoctors PrescriptionDoctors PrescriptionRestaurant BillsRestaurant Bil
27、ls Average Company in 3Average Company in 3 to 4 to 4Range Range Some Sigma“Benchmarks”Some Sigma“Benchmarks”6 OverviewMeasurement SystemMeasurement SystemA Graphic/Quantitative Perspective on VariationA Graphic/Quantitative Perspective on VariationAverage ValueAverage ValueMany Data Sets Have a Nor
28、mal or Bell ShapeMany Data Sets Have a Normal or Bell ShapeNumber ofNumber ofPeoplePeopleArrivingArrivingat CRDat CRDTimeTime7:007:00 7:15 7:15 7:30 7:30 7:45 7:45 8:00 8:00 8:15 8:15 8:30 8:30 8:45 8:45 9:00 9:00 9:15 9:15 精品资料网精品资料网精品资料网精品资料网6 OverviewProblem Solving ApproachProblem Solving Approa
29、chCenterCenterProcessProcessReduceReduceSpreadSpreadXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXOff-TargetOff-TargetUnpredictableUnpredictableOn-TargetOn-Target 6 6 Helps us Identify and Reduce Helps us Identify and Reduce VARIATIONVARIATION due to:due to:-Insufficient Process Capability -Insufficient
30、 Process Capability -Unstable Parts&Materials -Unstable Parts&Materials -Inadequate Design Margin -Inadequate Design MarginTargetUSLUSLLSLLSLTargetUSLUSLLSLLSLTargetUSLUSLLSLLSLCenterCenterProcessProcessReduceReduceSpreadSpreadOff-TargetOff-TargetUnpredictableUnpredictableOn-TargetOn-TargetDefectsDe
31、fects6 OverviewProblem Solving ApproachProblem Solving Approach“Lower Specification Limit”Lower Specification Limit”“Upper Specification Limit”Upper Specification Limit”Less Variation Means Less Variation Means Fewer DefectsFewer Defects&Higher Process YieldsHigher Process Yields 6 OverviewProblem S
32、olving ApproachProblem Solving ApproachKey Components of Key Components of“BREAKTHROUGH STRATEGY”“BREAKTHROUGH STRATEGY”MeasureeasureAnalyzenalyzeImprovemproveControlontrol Identify Identify CTQ&CTQ&CTP(Critical to CTP(Critical to Process)Process)Variables Variables Do Do Process Process Mapping Map
33、ping Develop and Develop and Validate Measurement Validate Measurement Systems Systems Benchmark andBenchmark and Baseline Baseline Processes Processes Calculate Calculate YieldYield and Sigma and Sigma Target Target OpportunitiesOpportunities and Establish and Establish Improvement GoalsImprovement
34、 Goals Use of Use of Pareto ChartPareto Chart&Fishbone Diagrams&Fishbone Diagrams Use Use Design ofDesign of Experiments Experiments Isolate the Isolate the “Vital Few”“Vital Few”from the from the “Trivial Many”“Trivial Many”Sources of Variation Sources of Variation Test for Test for ImprovementImpr
35、ovement in Centering in Centering Use of Use of BrainstormingBrainstorming and and Action WorkoutsAction Workouts Set up Set up ControlControl Mechanisms Mechanisms Monitor Monitor ProcessProcess Variation Variation Maintain Maintain“In Control”“In Control”Processes Processes Use of Use of ControlCo
36、ntrol Charts Charts and and Procedures Procedures A Mix of Concepts and Tools A Mix of Concepts and Tools Will Also Integrate with NPI ProcessWill Also Integrate with NPI Process6 OverviewDisciplined Change ProcessDisciplined Change ProcessA New Set of A New Set of QUALITY MEASURESQUALITY MEASURES C
37、ustomer SatisfactionCustomer Satisfaction Cost of Poor Quality Cost of Poor Quality Supplier Quality Supplier Quality Internal Performance Internal Performance Design for Manufacturability Design for Manufacturability Will Apply to Manufacturing&Non-Manufacturing Will Apply to Manufacturing&Non-Manu
38、facturing Processes and be Tracked&Reported by Each BusinessProcesses and be Tracked&Reported by Each Business 精品资料网精品资料网精品资料网精品资料网6 OverviewStructureStructureQuality CouncilQuality Council Members:Labs&FunctionsMembers:Labs&Functions “Pipeline”&BB Project Priorities “Pipeline”&BB Project Priorities
39、 Training&Certification Training&Certification Measurements&Rewards Measurements&Rewards Communications CommunicationsChampionsChampions Leadership:Overall Initiative Leadership:Overall Initiative Project Funding Project Funding HR:Training&Rewards HR:Training&RewardsBlack BeltsBlack Belts Lead 6Lea
40、d 6 Project Teams Project Teams “Measure/Analyze”“Measure/Analyze”“Improve/Control”“Improve/Control”Out with Businesses Out with Businesses Here at CRD Here at CRDMaster Black BeltsMaster Black Belts Teach 6Teach 6 Mentor Black Belts Mentor Black Belts Monitor BB Projects Monitor BB Projects Work“Pi
41、peline”Projects Work“Pipeline”Projects A Resource Pool A Resource PoolTeam MembersTeam Members Learn/Use 6Learn/Use 6 Tools Tools Work on BB Projects Work on BB Projects Part of The Job Part of The Job Out with Businesses Out with Businesses 6 6 Projects with the GE BusinessesProjects with the GE Bu
42、sinesses Tabulation of GE Six Sigma Results 精品资料网精品资料网精品资料网精品资料网Benefit Target&UpdateCurrent benefits level 10.865 MMQPID loading:Carryover from 1999:4.059Completed Projects 2000:3.313Active Projects 2000:3.285Total:10.865 MM Key Concepts&Tools6 Overview6 OverviewChanging Focus From Output to Proces
43、sChanging Focus From Output to Process Y Y DependentDependent OutputOutput EffectEffect SymptomSymptom MonitorMonitor X X1 1.X.XN N IndependentIndependent Input-ProcessInput-Process CauseCause ProblemProblem ControlControl Identifying and Fixing Root Causes Identifying and Fixing Root Causes Will He
44、lp us Obtain the Desired OutputWill Help us Obtain the Desired Outputf(X)Y=Process CapabilityProcess Capability6 OverviewSustained CapabilitySustained Capability of the of the Process Process (long term)(long term)USLUSLT TTime 1Time 1Time 2Time 2Time 3Time 3Time 4Time 4Inherent CapabilityInherent C
45、apability of the of the Process Process (short term)(short term)LSLLSLT TargetargetOver Time,a“Typical”Process Will Shift and Drift by Approximately 1.5Over Time,a“Typical”Process Will Shift and Drift by Approximately 1.5 精品资料网精品资料网精品资料网精品资料网6 Overview“Short Term Centered”versus“Long Term Shifted”Sh
46、ort Term Centered”versus“Long Term Shifted”Six Sigma CenteredSix Sigma CenteredLSLLSLUSLUSLT T Process Process CapabilityCapabilitySHORTSHORT TERM TERM.001.001 ppmppm.001.001 ppmppm+6+6 LONGLONG TERM TERMLSLLSLUSLUSLT T3.4 3.4 ppmppmSix Sigma Shifted 1.5Six Sigma Shifted 1.5 Process Process Capabili
47、tyCapabilityHigher Defect Yield in Long Term Process Capability than Short Term Process Capability Higher Defect Yield in Long Term Process Capability than Short Term Process Capability-6-6 4.5 4.5 1.5 1.5 6 OverviewTying it All TogetherTying it All TogethershiftshiftCDAB0.50.51.01.01.51.52.02.02.52
48、.51 2 3 4 5 61 2 3 4 5 6C COON NT TR ROOL LPOORPOORGOODGOODTECHNOLOGYTECHNOLOGYPOORPOORGOODGOODABCD Good Control/Good Control/Poor Technology Poor TechnologyPoor Control/PoorPoor Control/PoorTechnologyTechnologyPoor Control/Poor Control/Good TechnologyGood Technology WORLD CLASS!WORLD CLASS!short te
49、rmshort term Problem Could be Control,Technology or BothProblem Could be Control,Technology or Both6 OverviewShort Term CapabilityShort Term CapabilityShort Term Capability RatioShort Term Capability Ratio(Cp)Cp=LSL-6 USL ExampleExampleUSLUSLLSLLSL 3.0 3.0 =-3.0-3.0 6 6 3.03.0 -(-3.0(-3.0CpCp =Cp =C
50、p =1 1LSLLSLUSLUSL2.52.5 0.5 0.5 3.03.0 Process MeanProcess Mean T TTargetTargetA 3A 3 Process Process The Potential Performance of a Process,if it Were on TargetThe Potential Performance of a Process,if it Were on Target6 OverviewLong Term CapabilityLong Term Capability (Cpk)(Cpk)CpCpCpkCpk=Long Te