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1、http:/6SIGMA绿带管理知识简介http:/Content1. 6 Quality System -Why need2. 6 - Overview3. 6 - Methodology3.1. 6 - Define3.2. 6 - Measure3.3. 6 - Analysis3.4. 6 - Improve3.5. 6 - Control4. Conclusionhttp:/1. 6 Quality System -Why need1.1. 從產品飽受競爭威脅的觀點以美國為例， 1975-1985年，日本挾其反向技術(Reversed Technology)優勢，將其高品質的產品推向
2、美洲大陸，使得美國一向以經濟與技術領先的盟主地位發生動搖。http:/在1970-1989年間美國的市場佔有率 ： 電視機從50%降至2% 收音機從50%降至2% 汽車從78%降至28% 影印機從90%降至20% 照相機從90%降至5% 鋼鐵從40%降至30%其結果造成美國貿易赤字每月高達80-100億美元http:/美國與日本製程能力之比較年代 美國 日本 製程能力 品質水準 製程能力 品質水準1970 0.67 2 1.00 31980初 41980中 4 51980末 1990初 Motorola 6方法： 不合格率3.4PPM 相當於 6http:/美國企業競爭力衰退的原因美國管理文化
3、中含有不信任的氣氛，這種表現在嚴格的審核、管制、檢查的管理制度上，無形造成過度的管理成本上漲。這種管理監督的作風，大體受到泰勒式科學管理影響的結果。http:/日本經營之神松下幸之助在一次對美國企業界人士發表演說，提到：你們的公司經營是以泰勒法則為基礎，更糟的是頭腦皆已泰勒化，因此堅信正確的管理，應是管理者在一邊，工人在另一邊，一邊的人只管思考，另一邊的只管工作。給你們一句忠告：管理是執行者將觀念轉移到員工身上的一種藝術。因此美國開始檢討其品質，各種品質系統亦相繼提出，其中包含6 品質系統。http:/1.2. 由需求的觀點在70年代，產品達到2 便達到標準。 在80年代，品質要求已提升至3
4、，但此標準美國會發生以下事件：每年有20,000次配錯藥事件每年有超過15,000個嬰兒出生時會 被拋落地上每年平均有9小時沒有水、電、暖氣供應每星期有500宗做錯手術事件http:/雖然3 合格率已達到99.73%的水平，但相信各位對以上品質要求並不滿意。所以有很多公司已要求6 的品質管理，其合格品率為99.99966%。在3 水準，由1000個零件組成的產品中，每15個產品中只有1個產品是好的。在6 水準則1000個產品卻有996.6好的。傳統以 百分率 水準作為設計品質水準，如今變更為以百萬分率 (ppm)作為衡量品質的水準。http:/1.3. 從成本的觀點http:/1.4. 從時代
5、趨勢的觀點(1)時間經濟附加價值開端成長成熟衰退典型的產品生命週期http:/1.4. 從時代趨勢的觀點(2)經濟附加價值大型電腦主機迷你電腦與微電腦個人電腦掌上型電腦、電子書網路電視、GPS、行動電話電腦晶片的生命週期1947 1985 1990 2000 http:/1.4. 從時代趨勢的觀點(3)全球化與經濟附加價值農業時代工業時代資訊時代?時代時間與主要的技術時代6000BC 1760 1950 2000http:/1.5. 從品管大師的觀點J. M. Juran, 1994年在美國品質管理學會年會會上說,“20世紀以生產力的世紀載入史冊, 未來21世紀是品質的世紀”http:/1.6
6、. 從策點管理的觀點欲建立及維持組織競爭優勢，效率、創新、品質及顧客回應扮演著主要角色。較佳的效率競爭優勢低成本差異化較佳的創新較佳的品質較佳的顧客回應http:/1.7. 從近代品質系統的觀點 ISO-9000Effectiveness: 5 QS-9000Effectiveness: 10 Malcolm Baldrige Guideline Effectiveness: 25 European Quality Award Effectiveness: 30http:/ TQMEffectiveness：35 6 -The Little QEffectiveness: 50 The Ult
7、imate 6 -The Big QEffectiveness: 90 (上述品質系統均於80年代末期開展出) 6 & The Ultimate 6 將是一趨勢http:/2. 6 Overview6 , the way to create profit.SigmaImproveCustomer Satisfaction&Profits increaseDefectsDecreasecostsDecreasehttp:/ 6 History (1)Something must be wrong1975Motorola TV business failed due to poor profit
8、and sold to a Japanese CompanyAssign corporate quality offices1980Corporate movement “Great Quality Awakening” program1981Focus on Quality and Total Customer Satisfaction (TCS)http:/ 6 History (2)Establish Motorola Training & Education Center1981Launch Quality System Review (QSR) program19825 years,
9、 10Quality improvement goal set6 theory and concept initialized1986Bill Smith & Mikel Harry presented the idea to CEO Galvinhttp:/ 6 History (3)Quantitative Operation Quality Initiative1987Motorola Texas InstrumentBusiness-wide Strategic Management1995Nokia, GE, Allied Signal, Hitachi, Panasonic, So
10、ny, Whirlpool, Honeywell, Boeing, Duponthttp:/6 Innovation Modeling(3c-customer, competitor, company)(3e-excitation, employment, entertainment)(3p-product, process, person)Innovation BoxChange of Business Situation (3C)Object (3P)Method (3E)Purpose. Profit. Skill-Uphttp:/The Many Aspects of 6 ToolSy
11、mbolMetricMethodValueGoalVisionBenchmarkPhilosophyhttp:/6 as a Metric-The high level of sigma, the lower the probability of producing a defect.Spec. LimitTarget LimitSome Chanceof Defect 3 Spec. LimitTarget LimitMuch Less Chanceof Defect 6 http:/6 as a Metric1691,5002308,537366,80746,210523363.4 (Sh
12、ifted 1.5 )From 3 process to 6 process: about 20,000 times improvement6 DPMOhttp:/如何 6 導入一般來說，從3 到4 階段，是企業可以自行改善的範圍，但這樣的品質標準並沒有辦法讓企業變得很有競爭力；從4 到5 階段，就必須找尋可以學習的標竿企業(Benchmarking)，當成比較與學習的對象；而5 到6 階段時，品質就已經不是製造出來的，而是設計出來的(DFSS-Design for Six Sigma)。http:/6 Activity6 activity is to find out critical fa
13、ctors to quality (CTQ) at customers point of view and to reduce the defects less than 3.4 DPMO(PPM).LSLUSL ？ DefectM6 in R&D6 in MFG.CompanyCustomerCustomerCTQVOCVOB6 3.4 DPMONew Std.3 66800 DPMOPast Std.http:/How Do We Improve Process Capability? Increase the tolerance Decrease the spread or variat
14、ion of the process Shift the average by: Centering the average if the spec. has two limits Decrease or increase the average for spec. with one limithttp:/The Cost Opportunity1.5 2 3 4 5 6 051015202530About 15% of Sales, Cost Opportunity on 3 CompanyCost of Failure(% of Sales)http:/The Cost of Poor Q
15、uality (COPQ)Long Cycle Times, More Setups, Expediting Costs, Lost Sales, Engineering Change order, Overtime, Late delivery, Lost Opportunity,Lost Customer Loyalty, Excess InventoryRejects, Warranty, Inspection, Scrap, Reworkhttp:/Who is Implementing 6 Motorola1987Texas Instrument1988ABB (Asea Brown
16、 Boveri)1993Allied Signal1995General Electric1995Kodak1995Siemens, Nokia, Sony1997 http:/6 Benefits(Case 1) -Motorola over 12 yrsIncrease productivity an average of 12.3% per yearReduced the cost of poor quality by more than 84%Eliminated 99.7% of in process defectsSave more than $11billion in manuf
17、acturing costRealized an average annual compounded growth rate of 17% in earningshttp:/6 Benefits(Case 2)General Electric(Million Dollars) Cost Profit1996240, 2001997400, 7001998450, 12001999520, 25202000600, 3000http:/6 Benefits( Case 3)Texas InstrumentsBefore (1988)After (1993)COPQ30%7%DPMO1040009
18、000Scrap$3M$0.3MYield84.5%98.9%Cycle Time (Week)114Inventory Cost$3.9M$1.1Mhttp:/The Focus of 6 If we are perfectly control X, should we constantly test and inspect Y?Y = f (X)YX1X2X3X4X1、X2、XnIndependentInput-ProcessCauseProblemControlYDependentOutputEffectSymptomMonitorhttp:/6 is Applying Overall
19、Business SystemR&D6 Trans-actionMfgDesign SSManufacturing SSTransactional SShttp:/6 MethodologyMeasureAnalyzeDesignVerifyMeasureAnalyzeImproveControlDefineTranslateYNNew Process/ Product ?Achievable Goal ?NYhttp:/What is different with 6 Traditional Quality6 Central OrganizedNot Formal Structure for
20、 Tool ApplicationLack of Support in using ToolsLack of Structured TrainingInspect Quality in (Focus on “Y”)Black Belt Report Directly Into FunctionStructured Use of Statistical Tools to Aid Problem SolvingData-Based DecisionsStructured Training in Applied StatisticsControl Process Input (Xs)http:/ 6
21、 Organization 6 OrganizationExecutive Project Selection and Support6 Technical Lead6 Coach Project &BB6 Project Team Lead6 Project Team MemberAll staffs (6 overview) ChampionMaster Black Belt(MBB)Black Belt (BB)Green Belt(GB)White Belt(WB)http:/3. 6 Methodology5 Stage of DMADV and New Tools- Design
22、For Six Sigma (DFSS)- Black Belt5 Stage of DMAIC methodology - Green Belthttp:/3.1. DMAIC Methodology5 Stages DMAIC Methodology and Statistical ToolsPhase: DefineSteps; Work Breakdown & ToolD1 Validate Business Opportunity;3C Analysis, Identify Customer, Cost/Effect AnalysisD2 Define Customer Requir
23、ement;VOC, VOB, QFDD3 Project Planning;Project Team, Project Charter, COPQhttp:/Define Steps (1)VisionBusiness StrategyBig Y (CTQ)Small y -Project(Goal, Scope, Performance Index)http:/Define Steps (2-1)Vision:最具競爭力的企業(GE)Strategy-The Three Circle (GE)核心事業照明大型家電馬達高科技事業醫療系統工業電子航太服務事業信用公司資訊服務核能服務http:/
24、Define Steps (2-2) -The Three Circle (GE)Jack Welch (GES CEO)畫三個圓圈：核心、高科技與服務。GE公司未來都要在其中一個圓圈內。公司任何人不再任一個圓圈內者，未來將會被解雇。圓圈外的的事業將被整頓、關閉或出售。三個圓圈的策略讓GE公司找到焦點，不再是集團(似乎什麼都做)。http:/Define Steps (3)Select TargetProduct/ServiceAnalysis BusinessProcessAnalysis Core ProcessIdentifyCustomerListen to VOCSpecify Cu
25、stomerRequirementSelect CTQ(Big Y)Specify CTQ(Small Y)Evaluate PotentialProjectsSelect Project & Build Effective Teamhttp:/Define Steps (4)CTQ - Critical to Quality只要是顧客要求的，就是關鍵品質(CTQ)。亦稱為重要成果、特殊限制或流程的Y變數。CTQ係任何會直接影響顧客對產品/服務品質觀感之因素。顧客在乎的事，就是企業或組織在乎的事。新點子要採納外部觀點(Outside-in Perspective)，即從顧客的眼光來看企業或組織
26、的一切。http:/3.2. DMAIC Methodology5 Stages DMAIC Methodology and Statistical ToolsPhase: Measure Steps; Work Breakdown & ToolM1 Specify Project;CTQ Tree, Process Map, Performance IndexM2 Assess Measurement System;Measurement System Analysis, Gage R&RM3 Identify Sigma Level;Graph Analysis, Capability A
27、nalysis, Confidence Intervalhttp:/M1 Specify ProjectM1 step covers the followings:CTQ BreakdownDefine ScopeProcess Mapping Pareto AnalysisDefine performance index and specificationsThe success of any 6 activities relies mostly on the CTQ definition and selectionhttp:/Define Performance IndexCustomer
28、 RequirementsInternal ProcessImprovedProcessCustomer SatisfactionIndex of current levelIndex of improved levelPerform project for improvement ClearQuantifiableSimplehttp:/Example of Performance IndexYieldCycle time Defect rateMachine failure rateCustomer stand-by hoursNumber of invoice errorsElapse
29、Time from loan application to money transfer to the customer accountHours taken from receiving order to delivery to the customerhttp:/M2 Measurement System AnalysisM2 step covers the followings:Statistic fundamentalsSampling planData collection planVariation of measurement systemGage R&R studyImprov
30、ement of measurement systemWithout accurate measure, cant identify any symptom of problemhttp:/6 MetricsData TypeStatistic measurement dataComparison to specificationZ-valueDiscrete DataContinuousDataDefect unit opportunity (DPMO)Average, Standard variation, ShapeSPECZ-valueSigma calculationhttp:/De
31、finition of DPMO terminologyDPU: Defect per Unit (Defect: Anything that results in customer dissatisfaction; Anything that results in nonconformance)DPO: Defect per OpportunityDPMO: Defect per Million Opportunitieshttp:/Example of Sigma calculation: Discrete DataCase (1): Over the last several years
32、, you have collected data on trips to the airport. Of the 100 trips sampled, you have missed only 5 flights. If you indicate this situation as Sigma level, what will it be?Sol. DPU = DPO =5/100 = 0.05 1-0.05 = 0.95, Z = 1.65 level = Z + 1.5 =1.65 + 1.5 = 3.15http:/Case (2). An accounting term conduc
33、ted an internal audit for the financial report of year 2001 and they observed 25 nonconforming record. There were 2 steps of probable incorrect entry identified in the process and the total observation was 25,000 records. What is DPO? What is DPMO? What is Sigma level of financial reporting process?
34、Sol. DPU = 25/25000, DPO = 25/(2*25000) =0.002, DPMO = 0.002*106 =20001- 0.002 = 0.998,Z = 2.878 level = Z + 1.5 = 2.878 + 1.5 = 4.378http:/Example of Sigma calculation: Continuous Data(1)1 MeanMedianMode 70 80 90 100 110 120 130+ - Normal Distribution with mean = 100 and std. = 10http:/Continuous D
35、ata(2)(1) Mathematical Model；(2) Continuous；(3) Smooth；(4) Symmetrical; (5)Tail asymptotic to X-axis；(6) Bell shaped；(7) Mean = Median = Mode (8) Total area under curve = 1(1) The normal distribution has the following properties.68.27% of the data fall within 1 95.45% of the data fall within 2 99.73
36、% of the data fall within 3 (2) In order to assess the quality of the process, we must compare the process characteristics (via the location, spread and shape) to the specification limits and targeted value.http:/Continuous Data(3)Standardization of Normal Distribution The Sigma of a Process is the
37、number of standard deviation between the mean and the Specification Limits.1 Z = (X- )/ No. of standard deviationUSLSigma of the process Z = 4.5http:/Measurement System and Measurement Error(1)Measurement system is viewing as a process.Sources of variation: 5M1EValidate possible sources of variation
38、 in the measurement processVariation in measurementSystemhttp:/Measurement System and Measurement Error(2)Averagem (Total) = m (Product) + m(Measurement)Variabilitys2 (Total) = s2 (Product) + s2(Measurement)Deflection of measurement system(To be decided by calibration)Variation of measurement system
39、(To be decided by R&R assessment)http:/Process VarianceObserved Process VariationActual Process VariationMeasurement VariationLong term process variationShort term process variationVariation within a sampleVariation due to operatorsVariation due to gageReproducibilityLinearityStabilityRepeatabilityA
40、ccuracyhttp:/Gage R&R AnalysisTypes of Gage R&R Analysis MethodologyX bar- R MethodANOVATypes of Variation estimation by the Gage R&REquipment Variation: EVAppraiser (Operator): AVhttp:/GR&R Decision and Improvement DirectionGage R&R Decision Criteria%GR&R 10% (Good measurement system)10% %GR&R 30%
41、(May be used)%GR&R 30% (Can not used)Gage improvement directionFor repeatability error reproducibility error(Need to taken an action to operator)For reproducibility error repeatability error(Need to taken an action to gage)http:/M3 Identify Sigma LevelM3 step covers the followings:Data stratificatio
42、nGraphical cause eliminationUnderstand product capability and product performanceCalculate current sigma levelhttp:/Graphical AnalysisRun Chart Scatter Diagram Box PlotHistogramChanges to the process may be more easily recognized graphically than tabularly. http:/Understanding VariationWhat is Varia
43、tion? Different outcome of a process or result of a product or serviceMeasurement index scattered from center valueVariation will be appeared in every process and the target of improvement is to reduce its variationsWhy a variation might be occurred? By a common cause By a special cause 5M1EWhat imp
44、acts will be happened if a variation become big?Can not predict/ forecast outcomesOccur re-inspection and/ or reworkDelay schedule Increase customer dissatisfactionhttp:/Short-Term/Long-Term RelationshipsInherent Capability of the Process-Short Term CapabilitySustained Performance of the Process-Lon
45、g Term PerformanceOver time, a “typical” process will shift and drift by approximately 1.5 http:/Product Capability(Cp)Cp = |USL-LSL| / 6st ； Zst = 3 CpCapability Index(Cpk)Cpu = min (Cpu, Cpl)，Where Cpu = (USL-)/3st；Cpl = (-LSL)/3st；Zst = 3 CpkPerformance Index(Cpk)Cpk = min (Cpu, Cpl)，Where Cpu =
46、(USL-)/3lt；Cpl = (-LSL)/3lt；Zst = 3 Cpkhttp:/3.3. DMAIC Methodology5 Stages DMAIC Methodology and Statistical ToolsPhase: Analysis Steps; Work Breakdown & ToolA1 Set up Improvement Goal;Benchmarking, Entitlement, KANOA2 Identify Potential Causes;Pareto, Brainstorming, Cause & Effect Diagram, Logic T
47、reeA3 Verify Potential Causes;Regression, Hypothesis Test, ANVOA, Multi-Vari Analysishttp:/A1 Set Up Improvement GoalIn M3 the current product capabilities were defined.Step A1 provides the tools to define performance objectives.The purpose is to set objective to establish a balance between improvin
48、g customer satisfaction and available resources.http:/A1 step covers following topics:Establish performance goalsAssess short-term and long-term sigma in terms of measurement benefits (decrease in COPQ, increase in revenue)Determine improvement direction by the gap analysis between goal and current
49、levelhttp:/Paths to Performance GoalsPerformanceGoalsProcess Improvement(Entitlement)Process Change(Breakthrough)BaselineProcess Measurementhttp:/Benchmarking - Why Benchmark (1)?InnovationContinuous ImprovementBreakthrough ImprovementContinuous ImprovementTimePerformancehttp:/Benchmarking - Why Ben
50、chmark (2)?Develop and Improvement Strategic GoalsEstablish actionable objectivesProvide sense of urgencyEncourage breakthrough thinkingCreate a better understanding of your industryhttp:/A2 Identify Potential CausesFinding main independent variables, and making the listY = f (X)ObjectMake list of p
51、otential independent variables for changing & improving Y value methods Brainstorming Cause & Effect Diagram Multi-voting Logic Treehttp:/Cause & Effect DiagramVariation in measurementSystemhttp:/A3 Verify Potential CausesOverviewIn step A3, setting a possible priority as to their importance to the
52、potential variables (Xs) identified in step A2PurposeGeneral a list of important factors (vital few) from the potential variables.Y = f (x1,x2,x3) (x4,x5,.,xn)Vital FewTrivial Manyhttp:/Pareto Analysishttp:/Correlation AnalysisA statistical analysis to investigate / measurement of association betwee
53、n two variables (X, Y) is called analysis.Correlation tells you the trend of Y when X value increase/decrease.Correlation Analysis using Scatter Diagram Analysis.Correlation coefficient indicates closeness of a relationship between X and Y.http:/Regression Analysis (1)Y = f (x1, x2, x3,)Status and c
54、haracteristics of a processModelingMathematical equationXYhttp:/Regression Analysis (2)Types of Regression ModelSimple linear regressionMultiple linear regressionNon-linear regressionY = f(X)Y: dependent variableX: independent variablehttp:/Types of Hypothesis TestTypes of DataDiscrete DataContinuou
55、s DataMean Testt TestANOVAVariance TestF TestChi- Squarehttp:/3.4. DMAIC Methodology5 Stages DMAIC Methodology and Statistical ToolsPhase: ImproveSteps; Work Breakdown & ToolI1 Identify Vital Few;Screening DOE, Streamlining, Force Field AnalysisI2 Formulate Optimum Model;Optimizing DOE(RSM), Solutio
56、n Selection MatrixI3 Set Up Operating Window;Operating Window, Responsibility Matrixhttp:/I1 Identify Vital FewIn analysis step, potential Xs were identified with a possible prioritization as to their importance in controlling Y. Improve step provides tools to explore and uncover the vital Xs and ho
57、w much impact each X has on the response Y.One of the major tools used for both exploration and confirmation of the effect of Xs on the Ys is experimental design (DOE). By experimentally manipulating the independent variables, DOE provides an efficient and economical means for reaching valid and rel
58、evant conclusions about a process.http:/Types of Experimental DesignScreening Full factorial 2K factorial Fractional factorialOptimization Multi-level experiments Composite design Response surface methodhttp:/I2 Formulate Optimum ModelThe vital few important Xs were identified and characterized in I
59、1. The tools in I2 follow a methodology for establishing levels of these Xs that will provide improved performance for the Y.http:/3.5. DMAIC Methodology5 Stages DMAIC Methodology and Statistical ToolsPhase: ControlSteps; Work Breakdown & ToolC1 Identify Control Capability;Gage R&R, Capability Study
60、, Gap AnalysisC2 Establish Control Plan;Control Plan, Control ChartC3 Link to Management System;Control System, Six Sigma Audithttp:/4. 結語 (1)6 是一以統計為基礎之品質 系 統 , 目的在使企業或組織的產品 /服務品質達到近於完美的 境 界 .盡量減少決策過程中的 “人為因素”(Human Element).成 功 取 決 於 一 致 性(Consistency)-Vision, Business Strategy, Specify Project, a
61、nd any 6 Activities.6 品 質 系統猶 “舊酒裝新瓶 ”,但有較強的結構 性 .其 中 ,更強化 IE&M的角色與重要性 ,非其他 品質 系統所能比擬 .http:/4. 結語 (2)學習(Learning) 、價值觀(Value)與創新(Innovation)為企業思想的核心, 其凌駕階級與傳統之上. 以學習建立自信, 有勇氣嘗試,有勇氣追求與動手做以前認為不可能的事. 一旦達成自我實現後, 學習這個重要觀念就站上價值觀的中央舞台上.持續學習,並將其轉化為行動的欲望與能力. http:/4. 結語 (3)外部觀點(Outside-in Perspective) ,由外向內看是一個很重要的想法,強迫自己每件事都由外向內看.以過程為導向,持續不斷改進,滿足顧客的需求與期望,顧客把一切看在眼底.我們無法將任何事隱藏著不讓顧客看到,必須讓每一員工都關心顧客.
