QM-002-6 sigma for service

Six Sigma for Service 李孟樺工業工程與管理學系

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],2

Introduction ,[object Object],[object Object],[object Object],What is Six Sigma ？ 3

Six Sigma 架構 Six Sigma 專案管理經營指標管理變革管理流程管理流程設計 DMADV 流程改善 DMAIC 4

Six Sigma 專案實施步驟 (DMAIC) 定義量測分析改善控制 D efine M easure A nalyze I mprove C ontrol 5

Design for Six Sigma 專案實施步驟 (DMADV) 定義量測分析設計驗証 D efine M easure A nalyze D esign V erify 6

DMAIC & DMADV 分析測量改進控制定義這個改進是全新 / 重新設計的產品或服務嗎？分析測量設計驗証定義持續改進足夠嗎？流程存在嗎？ Y Y Y N N N 7

DMAIC & DMADV - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 最甜的果實 Design for Six Sigma 成堆的果實 Process Characterization and Optimization 易摘的果實 Seven Basic Tools 落地的果實 Logic and Intuition 流程最佳 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - DMAIC DFSS 8

Six Sigma for Service ,[object Object],[object Object],[object Object],[object Object],[object Object],9

服務業應用六標準差案例 ,[object Object],[object Object],[object Object],鞋子退貨失败品質不良改善品質服務藍圖分析 / 鞋櫃太遠縮短距離兴旺兴旺成功 10

六標準差於服務業應用原則 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],11

DMAIC model for Service 定義分析改善控制量測 D efine M easure A nalyze I mprove C ontrol 量測量測定義 (D) 、分析 (A) 與控制 (C) 最關鍵，量測 (M) 貫穿各階段！ 12

DMAIC to SSS ,[object Object],[object Object],[object Object],13

DMAIC to SSS ,[object Object],[object Object],服務缺乏數據支持，可利用服務品質 KPI 提供數據量測基礎與定義服務。控制對象在服務中通常為人，這也是六標準差的困難點。 14

DMAIC to SSS ,[object Object],[object Object],量測、分析和改善合併成為分析階段，此因在服務業中量測貫穿全部過程且量測在服務業中與分析與改善過程交互融合不明顯。 15

SSS model-Seek( 尋找 ) ,[object Object],[object Object],[object Object],16

SSS model-Study( 分析 ) ,[object Object],[object Object],[object Object],[object Object],17

SSS model-Satisfy( 滿意 ) ,[object Object],[object Object],[object Object],[object Object],18

Six Sigma for Service ， SSS model 19

Six Sigma for Service ， SSS model ,[object Object],[object Object],[object Object],[object Object],19

Lean Production ,[object Object],[object Object],[object Object],[object Object],20

Lean Six Sigma for Service ， LS 3 model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],21

LS 3 model-Lead( 引導 ) ,[object Object],[object Object],[object Object],[object Object],[object Object],22

LS 3 model-Study( 研究 ) ,[object Object],[object Object],[object Object],[object Object],23

LS 3 model-Smooth( 流暢 ) ,[object Object],[object Object],[object Object],[object Object],24

LS 3 model-Sustain( 維持 ) ,[object Object],[object Object],[object Object],[object Object],[object Object],25

Lean Six Sigma for Service ， LS 3 model 26

Conclusion ,[object Object],[object Object],27

Reference ,[object Object],[object Object],[object Object],[object Object],28

QM-002-6 sigma for service

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