六西格玛管理的概念与应用

,- office,6s,Well, 6 Sigma,概念與應用,何,謂,謂6-Sigma?,1979,年,年,，,，,當,當,時,時Motorola,一,一,位,位,資,資,深,深,業,業,務,務,主,主,管,管ArthurSundry,在,在,高,高,階,階,主,主,管,管,會,會,議,議,上,上,說,說,：,：Ourqualitylevelsreallystink!,SixSigmaQualityProgram,此,此,名,名,稱,稱,乃,乃,為,為Motorola,工,工,程,程,師,師BillSmith,所,所,建,建,議,議,，,，,為,為RobertGalvin,所,所,採,採,納,納,。,。,1987,年,年,，,，Motorola,提,提,出,出,企,企,業,業,品,品,質,質,目,目,標,標,：,：,1989,之,前,前,改,改,善,善10,倍,倍,1991,之,之,前,前,改,改,善,善100,倍,倍,1992,之,之,前,前,達,達,成,成6-Sigma,水,水,準,準,1988,年,年Motorola,榮,榮,獲,獲,第,第,一,一,屆,屆,美,美,國,國,國,國,家,家,品,品,質,質,獎,獎MBNQA,USAToday,以,以TopQualityisBehindComeback,為,為,標,標,題,題,報,報,導,導,。,。,1992,提,提,出,出,SixSigmaandBeyond,：,：,所,做,做,的,的,每,每,一,一,件,件,事,事,不,不,但,但,要,要,達,達,到,到SixSigma,，,，,並,並,且,且,超,超,越,越,它,它,。,。,尺,標,標,從,從ppm(partspermillion),到,到ppb(partsperbillion),往,後,後,每,每,兩,兩,年,年,再,再,降,降,低,低,瑕,瑕,疵,疵,率,率10,倍,倍,。,。,美,國,國,某,某,顧,顧,問,問,機,機,構,構,調,調,查,查,企,企,業,業,急,急,需,需,改,改,善,善,之,之10,大,大,需,需,求,求:,1.,市,市,場,場,佔,佔,有,有,率,率/,成,成,長,長,2.,全,全,球,球,市,市,場,場,擴,擴,張,張,3.,供,供,應,應,鏈,鏈,管,管,理,理,4.,設,設,施,施,合,合,理,理,化,化,與,與,效,效,率,率,化,化,運,運,用,用,5.,降,降,低,低,製,製,造,造,成,成,本,本,6.,資,資,產,產,管,管,理,理,7.,通,通,路,路,領,領,導,導,性,性,8.,股,股,東,東,價,價,值,值,9.,產,產,品,品,線,線,合,合,理,理,性,性,10.Rawmaterialvolatility,Benefits,約2.5:1,且,且,成,成,長,長,中,中,改,善,善,服,服,務,務,水,水,準,準,加,速,速,回,回,應,應,速,速,度,度,在GE,顧,顧,客,客,端,端,之,之,專,專,案,案:,- 增進,業,業務營收,- 生產,邊,邊際效應,增,增加,奇異公司,推,推行6-Sigma之成本,與,與效益,Statistics Meaning of 6Sigma,What,s the meaning of Sigma,Howto measure the data? Whichoneis better ?,100,90,110, 120, 80,Mean =100,100,110,110, 90, 90,Mean =100,平均值,變異數,標準差,從群體,N,中取樣,n,樣本,平均值,樣本,變異數,樣本,標準差,MeasurementSystem,A Graphic/Quantitative Perspective on Variation,AverageValue,ManyData Sets Havea NormalorBellShape,Number of,People,Arriving,at CRD,Time,7:00,7:15,7:30,7:45,8:00,8:15,8:30,8:45,9:00,9:15,Z- Scaleof Measure,Z,=,A Unit of Measure Equivalent,to the Number ofStandard,Deviationsthata ValueisAway,fromtheTarget Value,-3.0,-0.5,3.0,Z -Values,USL,LSL,2.5,0.5,3.0,= Process Mean,Z,T,Target,0,A 3,Process,區間,區間內所,佔,佔百分比,1,2,3,4,5,6,依據,z,table, 常,態,態分配區,間,間內所佔,百,百分比的,數,數字：,68.27 %,99.73 %(27000 ppm),99.9999998 %(2 ppm),99.9937%(6300 ppm),99.999943 %(57ppm),95.45%,ProblemSolvingApproach,Center,Process,Reduce,Spread,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,X,Off-Target,Unpredictable,On-Target,6,Helps usIdentify and Reduce,VARIATION,dueto:,- Insufficient Process Capability,- Unstable Parts& Materials,- InadequateDesignMargin,Target,USL,LSL,Target,USL,LSL,Target,USL,LSL,Center,Process,Reduce,Spread,Off-Target,Unpredictable,On-Target,Defects,ProblemSolvingApproach,“Lower SpecificationLimit”,“Upper SpecificationLimit”,LessVariation Means,Fewer Defects,&,Higher Process Yields,6,有多小?,Sigma,PPM,0.002,0.5742,63.37,2,700,45,500,317,310,面積,一般教室,2,倍,約,6,甲地,約,30,個中正紀,念,念堂,略大於台,北,北市,台北縣,的,的兩倍,半,半,台灣省,的,的面積,時間,1,秒鐘,4.8,分鐘,9,小時,半個月,約,9,個月,5,年,6,的四個,假,假設,常態分,配,配,1.5,偏移,和,已知,缺點乃,隨,隨意分,佈,佈，且,不,不同零,件,件及製,程,程相互,獨,獨立,偏移1.5,在動態,的,的真實,世,世界中,，,，每一,件,件事都,在,在不停,的,的變化,著,著,溫度,溼度,工具的,磨,磨耗,原料的,差,差異.,1.5,乃由機,率,率、估,計,計、經,驗,驗而來,參考資,料,料:,Evans,D.H.(1975):StatisticalTolerancing: TheStateoftheArt,Part III.Shifts andDrifts.,4.5,6,的品質,水,水準,0.002ppm,C,p,=2,中心值,1.5,的偏移,3.4ppm,C,pk,=1.5,或用,npmo (nonconformitiesper millionopportunities),表示,SigmaDPMOYieldSigmaDPMOYield,6,5.9,5.8,5.7,5.6,5.5,5.4,5.3,5.2,5.1,5.0,4.9,4.8,4.7,4.6,4.5,4.4,4.3,4.2,4.1,4.0,3.9,3.8,3.7,3.6,3.5,3.4,3.3,3.2,3.1,3.0,2.9,2.8,2.7,2.6,2.5,2.4,2.3,2.2,2.1,2.0,1.9,1.8,1.7,1.6,1.5,1.4,1.3,1.2,1.1,1.0,0.9,0.8,0.7,0.6,0.5,0.4,0.3,0.2,0.1,3.4,5.4,8.5,13,21,32,48,72,108,159,233,337,483,687,968,1,350,1,866,2,555,3,467,4,661,6,210,8,198,10,724,13,903,17,864,22,750,28,716,35,930,44,565,66,807,99.99966%,99.99946%99.99915% 99.99866%99.9979%99.9968%99.9952%99.9928%99.9892%99.984% 99.977%99.966%99.952% 99.931%99.90% 99.87%99.81%99.74% 99.65%99.53%,99.38%,99.18% 98.9%,98.6%,98.2%,97.7%,97.1%,96.4%,95.5%,94.5%,66,807,80,757,96.801,115,070,135,666,158,655,184,060,211,855,241,964,274,253,308,538,344,578,382,089,420,740,460,172,500,000,539,828,579,260,617,911,655,422,691,462,725,747,758,036,788,145,815,940,841,345,864,334,884,930,903,199,919,243,93.3%,91.9%,90.3%,88.5%,86.4%,84.1%,81.6%,78.8%,75.8%,72.6%,69.1%,65.5%,61.8%,57.9%,54.0%,50.0%,46.0%,42.1%,38.2%,34.5%,30.9%,27.4%,24.2%,21.2%,18.4%,15.9%,13.6%,11.5%,9.7%,8.1%,SigmaVS.DPMO,衡,量,量,指,指,標,標,標,竿,竿,研,研,究,究,願,景,景,Philosophy,方,法,法,工,具,具,符,號,號,目,標,標,價,值,值,s,2,3,4,5,6,308,537,66,807,6,210,233,3.4,.,s,DPMO,可,用,用,以,以,計,計,算,算,與,與,衡,衡,量,量,任,任,何,何,流,流,程,程,Sigma,之,之,另,另,一,一,稱,稱,呼,呼,為,為,標,標,準,準,差,差,2000,年,達,達,成,成6-Sigma,水,水,準,準,4,1996-JackWelch,變,成,成,我,我,們,們,文,文,化,化,的,的,一,一,部,部,份,份-,成,成,為,為,我,我,們,們,生,生,活,活,的,的,一,一,部,部,份,份.,6SigmaOrganizationinGE,Structure,Quality Council,Members: Labs & Functions,“Pipeline” & BB Project Priorities,Training & Certification,Measurements & Rewards,Communications,Champions,Leadership: Overall Initiative,Project Funding,HR: Training & Rewards,Black Belts,Lead 6,Project Teams,“Measure/Analyze”,“Improve/Control”,Out with Businesses,Here at CRD,Master Black Belts,Teach 6,Mentor Black Belts,Monitor BB Projects,Work “Pipeline” Projects,A Resource Pool,Team Members,Learn/Use 6,Tools,Work on BB Projects,Part of The Job,Out with Businesses,DMAIC,訓,訓,練,練,綠,帶,帶(GreenBelt),(,專,專,案,案,組,組,組,組,長,長),黑,帶,帶(BlackBelt),(,專,專,案,案,組,組,組,組,長,長),碩,士,士,黑,黑,帶,帶(MBB),(,教,練,練/,資,資,源,源,供,供,應,應,者,者),10,天,天3,週,週,課,課,堂,堂,訓,訓,練,練,24,週,週,課,課,堂,堂,訓,訓,練,練,35,週,週,課,課,堂,堂,訓,訓,練,練,補,強,強,訓,訓,練,練:,專,案,案/workplace,咨,詢,詢,協,協,助,助,與,與,教,教,導,導,-,問,問,題,題,解,解,決,決,與,與,改,改,善,善,工,工,具,具,-Facilitation,與,與,團,團,隊,隊,運,運,作,作,等,等,等,-,問,問,題,題,解,解,決,決,與,與,改,改,善,善,工,工,具,具,-Facilitation,與,與,團,團,隊,隊,運,運,作,作,-,基,基,本,本,統,統,計,計,-,高,高,等,等/,進,進,階,階,統,統,計,計,-,問,問,題,題,解,解,決,決,與,與,改,改,善,善,工,工,具,具,-Facilitation,與,與,團,團,隊,隊,運,運,作,作,-,基,基,本,本,統,統,計,計,等,等,等,等,補,強,強,訓,訓,練,練:,專,案,案/workplace,咨,詢,詢,協,協,助,助,與,與,教,教,導,導,補,強,強,訓,訓,練,練:,專,案,案/workplace,咨,詢,詢,協,協,助,助,與,與,教,教,導,導,扮,演,演,角,角,色,色,綠,帶,帶/,黑,黑,帶,帶(GB/BB),碩,士,士,黑,黑,帶,帶(MBB),負,專,專,案,案,全,全,責,責-,黑,黑,帶,帶(,專,專,職,職)/,綠,帶,帶(,兼,兼,職,職),專,注,注,於,於1-2,專,專,案,案,小,小,組,組,依專案特性挑,選,選出,流程盟主,(Process Champion),專職之職位,協助多個專案,小,小組,開發導入專家,資,資源,管理之責任,專注於一個關,鍵,鍵流程或次流,程,程,被BU BPS委員會依流,程,程性,質而選出,專案小組領導,技,技巧,專案管理技巧,問題分析與解,決,決技巧,跨功能工作經,驗,驗,分析/技巧專,長,長,流程之指導/,監,監督/教育技,能,能,負責流程功能/目標達成/,維,維持,關鍵項目之管,制,制/主導定期,流,流,程審查,負責跨功能介,面,面問題與議題,之解決,跨功能認識與,了,了解,溝通/談判技,巧,巧,原因分析技能,專案小組領導,技,技巧,負責專案進度/小組工作計,劃,劃,並將之與管理,層,層級聯接,開發衡量與管,制,制系統 (如, 資,料蒐集計劃/,流,流程管制表等),開發BB/帶,動,動專案小組成,功,功,/,提供流程改善,與,與統計技巧的,專長,亦可能被指派,加,加入流程管理,小組,專,長,職,責,敘,述,6,品質方案的架,構,構,TotalCustomer Satisfaction,縮短作業週期,參與式管理,Empowerment,標竿研究,.,.,6,Quality Program, Cp, Cpk, Dpu,QUALITY METRICS,IMPROVEMENT PROCESS,Identify product or services,Identify customerrequirements,Identify your needs,Definethe process,Mistake-proof theprocess andeliminate wasted effort,Ensurecontinuousimprovement,TOOLS FOR SIX SIGMA,Designto standardparts/materials,Designto standardprocesses,Designfor assembly,Part standardization,Supplier SPC,Process standardization,Statisticalprocess control .and more,DMAIC,DFSS,推行 6-Sigma 之,必,必要條件,重點攻擊,與變格管理相,聯,聯接,依核心流程(,非,非功能) 組,織,織 黑帶或碩,士,士級黑帶,Use RelevantExamples Your Business,YourLanguage,追求即早勝利(大且易見),支持基礎結構/追溯系統,改變衡量系統,以,以更有效drive專案行,動,動,選擇與工作直,接,接相關專案,高層,參與- 克服,障,障礙,品質改善的流,程,程,1. 定義產,品,品或服務,2. 鑑定顧,客,客及其需求,3. 列出滿,足,足顧客需求所,需,需之條件,4. 定義(,規,規劃)流程,5. 防範流,程,程錯誤並消除,浪,浪費,6. 確保持,續,續改善,5 階段問題,分,分析解決流程(DMAIC),提高目標,另一,主題,第一階段,第,第二階,段,段 第,三,三階段,第,第四階段,第,第,五,五階段,24,管 制,(Control),改 善,(Improve),分 析,(Analyze),衡 量,(Measure),定 義,(Define),選擇專案,成立專案小,組,組,確認 CTQs,Y,定義衡量指,標,標,($ ?),衡量系統驗,證,證,定義不良,基準線,設定目標,確認 X,重點少數xs,效果測試,(PilotSoln),Y = f(x),確認效果,持續性,HowDo WeArriveat Sigma?,Measuring &EliminatingDefects is the “Core” ofSix Sigma,Identify theCTQs,Look forDefects,inProducts or,Services,“Critical toQuality”,Characteristics or,the Customer,Requirementsfor a,Product or Service,CountDefects,or failuresto,meetCTQ,requirementsin,all processsteps,DefineDefect,Opportunities,Any step inthe,process where a,Defectcouldoccur,in aCTQ,ArriveatDPMO,Use theSIGMA,TABLE,ConvertDPMOto,Sigma,Defects PerMillion,Opportunities,2,3,4,5,6,308,537,66,807,6,210,233,3.4,PPM,Defects per,Million of,Opportunity,Sigma,Level,