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歷史緣起• 1986 Motorola: George Fisher
– Metric for measuring defects and improving quality
– Business improvement Methodology (later)• Understanding and managing customer requirements• Aligning key business processes to achieve those
requirements
• Bob Galvin, CEO– Tenfold improvement in five years
• Alan Larson– Motorola 六標準差 內部顧問– 將 6 sigma 引入 奇異、 Allied Signal
• Larry Bossidy, Allied Signal, CEO– 原是 GE 高階資深主管– 將 6 sigma 介紹給 Jack Welch
• Jack Welch, GE, CEO– 90’s 利用 6 sigma 獲利屢創新高
• Six Sigma, Alan Larson– 是文化產物– 是行為方式
• Welch– 最佳的六標準差專案
• 並非從企業內部開始• 而是由外而內
– 重點在於• 如何讓我們的顧客更具競爭力• 顧客的成功關鍵是什麼
– 只要能助顧客成功,最後都能讓我們的荷包滿載而歸
GE 六標準差成功案例• 奇異照明公司
– 改善與主要客戶 Walt Mart 之間, 98% 的發票錯誤與爭執
• 奇異融資– 編制內的律師精簡合約檢驗審核流程,使交易速度
加快,更快回應顧客,且每年省下百萬美元• 奇異電力系統
– 更進一步了解顧客需求。使電力公司能更有效回應主管機構的規定
六標準差的六大主旨1. 真心以顧客為尊
顧客需求的本質是多變的 改進與否端視能否影響顧客滿意和價值
例:完美通心麵
2. 管理依資料和事實而更新 釐清評定業務績效所需的衡量 (measurement) 再著手理解主要變數為何,以獲取最大的成效
3. 流程為重、管理和改進 六標準差視流程為通往成功的主要工具
4. 主動管理 事前採取行動
防範問題、而非救火 取代事後反映的習慣
5. 協力合作無界限 打破藩籬
公司間、銷售商間與顧客間 無界限的合作,而非無私的犧牲
6. 追求完美;容忍失敗 新觀念、新作法皆須承擔風險 過度擔心犯錯,決不會付諸行動
步驟一
確認核心流程與關鍵顧客• Identify core processes and key customers
1A. 確認核心流程– 一連串可以提供價值 ( 產品、服務、支援、
資訊 ) 給顧客的任務• 涉及不同部門和功能單位• 跨功能管理• 價值鏈
1B. 界定關鍵流程的產出和關鍵顧客– Only the final product or the primary output is relevant
• Avoid pushing too many items or products into the category
1C. Create high-level core process maps– Identify major activities that make up each core process– The “SIPOC” process model
• Supplier• Input• Process• Output• Customer
– 使用核心流程圖• 為什麼我們這樣做?• 這些作業真的重要嗎?• 這兩個流程銜接得好嗎?
– Benefits• Display a cross-functional set of activities in a singl
e, simple diagram
• Applicable to processes of all sizes
• Maintain a “big picture” perspective
確認核心流程與關鍵顧客• 注意事項
– Do• Focus on activities that directly add value to custom
ers• Stay at a high level• Involve a mix of people
– Don’t• Overload the process with Inputs and Outputs• Look upon your core processes as unchangeable
步驟二:界定顧客需求• Defining customer requirements
2A: 收集顧客資料、釐定顧客心聲策略– Most companies assume
• Have a pretty good handle on their customers’ need
• Have people and mechanisms in place to keep tabs on their customers
– We did not understand our customers as well as we thought we did
顧客心聲• Airbus A380
– Seats: 840, plan to accommodate 555– 未來空中交通將日趨頻繁,國際航空公司需
要更大的飛機載運旅客• Boeing 787 Dreamliner
– Seats: 250– 旅客喜歡更直接的點對點飛行
• Boeing 747, current leader (450 seats)
兩個顧客的案例
擁有 100,000 美元的定期存款
有 350,000 美元的抵押貸款,市場利率與上述定期存款相同,但是還未作二次貸款
準時繳納信用卡費用,帳戶餘額不高,且無任何利息和費用產生
投資帳戶有 150,000 美元的投資,而且交易頻繁
從未使用過顧客服務專線尋求協助
僅有基本的支票帳戶
無抵押貸款
準時繳納信用卡費用,帳戶餘額不高,且無任何利息和費用產生
選擇另一家公司作為他的經紀人
經常來電詢問未兌現支票的狀態
顧客A
顧客B
較高等級
無 360° 關係的後果• 正確的政策、錯誤的執行
– 政策:加強顧客忠誠度以增加獲利– 執行
• 無法取得 360° 的顧客關係• Rule of Thumb
– Wave service charges under $25 when customer complaints
» Bad customers complain $20
» Good customers complain $30
為什麼大部分公司沒有 360°觀點
• 未將小型資料庫整合• 互相矛盾的資料
– 郭倉義先生 ( 客服系統 ) vs 郭倉義教授 (訂單系統 )
兼顧通用規則與維護自主性– 採用共通的資訊科技基礎建設
• 共用的系統• 共用的顧客命名與辨識
– 定期將顧客資訊載入資料倉儲
建立 360° 關係• 超越 360°觀點 建立 360° 關係• 在任何接觸點採取一致的行動
– 某接觸點得知顧客有房屋貸款的需求• 郵寄建議書• 顧客到分行時主動提出• 網站的訊息• 電話服務中心
• 建立 360° 關係必需的基礎建設是建立顧客智慧必需的第一步
步驟二:界定顧客需求2B. 開發績效標準和需求清單
– Develop performance standards and requirement statements
– 需求 (requirement) 的種類• 產品需求 output requirements
– Features and/or characteristics of the final products or services
• 服務需求 service requirements– Guidelines for how the customers should be treated/served
during the execution of the process itself
• Test your requirement statements– Does this requirement really reflect what’s
important to our customers?– Can we check to see whether and/or how well
the requirement has been met?– Has this been stated so that it’s easily
understood?
步驟二:界定顧客需求
2C. 分析與設定顧客需求的優先順序– 所有的顧客需求並不是齊頭式平等– 狩野紀昭 Noriaki Kano
• Basic requirements (Dissatisfiers)
• Variable requirements (Satisfiers)– 價格愈低愈高興
• Latent requirements (Delighters)– 潛在的需求– 超過顧客的預期
– Features or requirements will change categories, sometimes quickly.
• Meals on airlines flights– Used to be satisfier: passenger expects meals
– Now is delighters: delighted just to get a meal
步驟二:界定顧客需求• 注意事項
– Do• Have a broad-based system to collect and use custo
mer and market input
• Pay equal attention to service and output requirements
• Make the effort to create clear, observable, and relevant requirement statements
– Don’t• Close your mind to new information on what
customers really want
• Hold people suddenly responsible for the newly defined requirements
• Turn new requirements into new “paradigms”– Be prepared to see customer needs change – and soon.
• Fail to measure and track performance to requirements
步驟三:衡量現有的績效• 衡量概念
– 先觀察、再衡量• 『你不可能衡量我們所做的事!』
– 旅館業:好好照顧顧客– 3, 2, 1 原則 (Hotel123.pdf)
– 連續的 vs 離散的• 衡量的單位可無限的分割
– 身高 體重• 特徵值
– 教育程度 訂單數目
– 衡量要有理由• 衡量消耗資源、注意力和精力• Efficiency and effectiveness measures
– Efficiency: use less money, time, material
– Effectiveness: how closely did we meet customers’ needs and requirements
– 衡量的流程• 本身也應該不停的改善
步驟三:衡量現有的績效
3A: 以顧客的需求來規劃和衡量績效– Plan and measure performance against custome
r’s requirement– 選什麼來衡量
• 可行的• 有價值的
– 錯誤的衡量» 浪費公司資源» 打擊員工士氣
• Value/Usefulness– Link to high-priority
customer requirement– Accuracy of data– Area of concern or
potential opportunity– Can be benchmarked
to other organizations– Can be helpful on-
going measure
• Feasibility– Availability of data
– Lead time required
– Cost of getting data
– Complexity
– Likely resistance or “fear factor”
– 制定操作型定義• Clear, understandable, and unambiguous description
of what’s to be measured or observed
• Everyone can operate, or measure, consistently on the basis of definition
– 隔夜送達 Fedex: next day delivery
– 10am, next day
– 準備收集和抽樣的計畫• 表格
– Keep it simple, label it well, include space for date (and time) and collector’s name,…
• 分層– Who: department, individual, customer type
– What: type of complaint, defect category, reason for incoming call
– When: Month, quarter, day of week, time of day
– Where: region, city, specific location on product
– 執行並精化衡量• 準確度• 可重複性 repeatability
– 相同的衡量,重複做皆可得相同的結果• 再生力 reproducibility
– 兩個不同的人或機器,亦可衡量出相同的結果• 穩定性
– 不會隨時間的變化而改變
步驟三:衡量現有的績效3B: 確立不良 (率 ) 的底限並確認改善的機會點– Establish performance “baselines”
• Determine how well processes are working today
– Focus of six sigma measurement• Tracking and reducing defects in a process
– 以瑕疵 ( 不良 ) 為主的衡量• 益處:簡單、一致、互容
– 可用於任何流程
步驟三:衡量現有的績效• 注意事項
– Do• Set measurement priorities that match your resources
– If you can afford and have all the knowledge to begin measuring all core processes, go for it.
• Consider ways to measure service as well as output factors
• Practice continuous improvement of your measurement
• Stop measures that are not needed or useful– 電腦製造商 ( 衡量零組件到貨比例 )
» 需 10 個零件、準時到 9 個零件» 90分或零分
• Don’t– Use all the measurement formats available
• Use those are most meaningful
– Ignore other measurement options• 偏狹
– 台灣金融界的雙卡風暴» 只管接單» 不管訂單的風險品質
– Expect the data to confirm your assumptions
步驟 4A :六標準差流程改進– DMAI ( C ), define, measure, analysis, improve
• Control 是另一個循環的開始– Define 釐清問題、目標和流程
• What is the problem or opportunity on which we will focus
• What is our goal
• Who is the customer served and/or impacted by this process and problem
• What is the process we are investigating
• 制定六標準差專案章程– 問題聲明
» 確定改進小組明白專案的邏輯依據» 強化針對問題解決的共識和小組成員向心力» 設定可以追蹤進展和成果的底線衡量
– 目標聲明» 待完成事項的陳述» 想見到的成果要有可衡量的結果» 專案的最後期限與見到成果的時間範圍
– Constraints and assumptions
» Resources and expectation
» limitation
– Initial problem or opportunity data
» Supplement of 問題聲明– Team members and responsibilities
– Preliminary project plan
» Identifying and setting dates for key milestones
確認和聆聽顧客心聲• Voice of Customer
– Ensuring that the problem and goal are defined in terms that truly relate to key customer requirement
– Avoid cost- and time-cutting solutions that actually hurt service to or relations with customers
– Providing information on possible “output” measures that may need to be tracked as solutions are implemented
– Giving team members practice in, and reinforcing the importance of, focusing work on the customer
• Identifying and documenting the process– Putting the problem in context– Refining the scope of the project, or focusing
analysis– Revealing possible “obvious” root causes– Clarifying inputs, roles, and supplier/customer
relationships.– Helping to target what and when to measure.
• Define 之注意事項– Do
• Make problem statements as specific and fact-based as they can be
• Use the Charter to set direction and to gain agreement on the problem, goal, and project parameters
• Keep the Charter “visible,” and revise it as needed
• Listen to the Voice of Customer
– Don’t• Describe suspected causes or assign blame for the
problem
• Over - publicize preliminary goals
• Over - “wordsmith” the Charter
• Get mired in process detail
步驟 4A :六標準差流程改進– 衡量 measure: baselining and refining problem
• Transitional phase to analysis– Validate or refine the problem
– Begin the search for root causes
• 產出的衡量– Defects, yield,…
• 投入及流程的衡量– Discrepancies between order from the final shipment
– Cycle time
– Lead time
– Decisions on what to measure are often difficult• Many option available
• Challenge of collecting data
– Results of the measurement phase• One solid, repeatable measure confirming – and
often clarifying, the problem or opportunity
• A new, more sophisticated set of questions about the problem
• Measurement 之注意事項– Do
• Balance Output with Process/Input measures• Use measure to narrow the problem• Anticipate what you’ll want to analyze later
– Don’t• Try to do too much• Skip the key steps in measurements
– Collection forms, sampling plans,…
– 分析 analyze: becoming a process detective• The root cause analysis cycle
– 裝紗窗來解決蚊子多的問題• Starting points for the root cause cycle
– 魚骨圖– Process mapping and analysis
– ……
• Analyze 之注意事項– Do
• Carefully state your causal hypothesis
• Be skeptical about your hypothesis
• Apply common sense and creativity
– Don’t• Over-analyze
• Under-analyze
步驟 4A :六標準差流程改進– 改進 improve: generating, selecting, and imple
menting solution• 腦力激盪• Synthesizing and selecting solutions
• Implementing process improvement
• Completing the improve phase
• Improve 之注意事項– Do
• Look for really innovative solution• Target your solution• Plan carefully and proactively
– Don’t• Implement full-scale the first time• Forget to measure• Forget to celebrate successes
步驟 4B :
六標準差流程設計 \ 再設計• 流程設計 \ 再設計的重要條件
– 出現重大的需求、威脅或機會– 你已做好準備,並願面對風險
• 界定:界定重新設計的目標、規模和需求 (requirements)– 設計 \ 再設計章程– 專案 \ 流程的規模– 界定和修改流程產出和需求事項
步驟 5 :擴充並整合六標準差系統
• 執行持續的衡量和行動,以維持改進成效– 爭取對解決方案強有力的支持
• 與管理流程的人 (process owner)同心齊力– 光靠黑帶和小組無法做到顯著的改善
• 使用事實和資料的告示板• Treat the people managing and using the new proces
s as your customers
– 記載變革與新方法• Keep the documentation simple• Keep the documentation clear and inviting• Including options and instructions for “emergencies”
– Establish meaningful measures and charts– Building process response plan
• Sooner or later something will go wrong– Action alarms– Short-term or emergency fixes– Continuous improvement
• 界定流程擁有者的責任和管理– 六標準差與流程管理的願景
• People at all levels will understand how their work fits into the process and add values to customers
• Customer requirements will be known throughout the process
• 執行『封閉環圈』管理和邁向六標準差– Tools for process management
• Process scorecards or dashboards
• Customer report cards