設計型六西格瑪管理教材(DFSS).ppt

DesignForSixSigmaForCommercialQualityGECRD September1999 Define AtTheCompletionOfThisSection ParticipantsWillBeAbleTo UnderstandThePurpose ProcessAndOutputsOfTheDEFINEStageDevelopACharterForTheirProjectDevelopAMulti GenerationalPlan MGP DevelopAProjectPlanToManageTheProjectEstablishTeamRolesAndResponsibilities DMADV Define Objectives ServiceConcept TargetCustomersDetermined High Level BusinessCase ObjectivesAndTargetsSetMulti GenerationalPlan MGP DevelopedChampion BB MBB AndCoreTeamDevelopedProjectControls TimelineInPlaceAndApprovedTeamCharterDocumentedAndReviewedWithChampion DefineWhat Why Who How When DefineStep Deliverables Analyze Measure Design Verify Define Define RoadMap Plan ManageTheProjectDetermineProjectManagementApproach ProjectControls ProjectReviews CommunicationPlan Issues RiskManagementDevelopProjectPlan Planning Requirements DefineDeliverables TimelineDevelopOrganizationalChangeManagementApproach ScopeTheProjectDefineProjectScopeDevelopMulti GenerationalProduct ServicePlan MGP CommitResources KickoffProject Champion MBB BB Cross FunctionalTeam DesignBudget EstablishWorkingRelationships InitiateTheProjectIdentifyService ProductConceptOr DevelopProblem GoalStatementDevelopBusinessCaseDefineProjectLeadershipDraftCharter Tools MGP Multi GenerationalPlan CustomerSurveys InterviewsCharter GanttChartsAND PERTChartCAP Reviews Tollgate1DefinePhase MainDeliverable TeamCharter Define DefineStepModel Define Measure BusinessStrategy NewProductIntroduction MGP Existing Broken Process ProjectPlan CharterTheTeam KickoffProject Charter InitiateTheProject InitiateTheProject WorkGenerallyPerformedPriorToCommittingTeamResources ProjectKickoff IdentifyNewProduct ServiceConcept NPI DevelopExistingProduct ServiceProblemAndGoalStatement Redesign DevelopTheBusinessCaseDefineProjectOrganizationDraftTheCharter Pre Team Activities SmallBusinessLoanCaseStudy NewProduct Service High LevelConcept InitiateTheProject BackgroundTheSharks MinnowsCapitalLendingCorporationhasprovidedventurecapitalloansforstart upcompaniesandgrowthfinancingforlargecompaniesforanumberofyears Inthewakeofcorporatedownsizingoccurringintheirserviceterritory theyhavenoticedthatalargenumberofsmallbusinesseshavedevelopedasspin offsfromthelargerfirms AspartoftheirNewProductIntroductionplanforthisyear Sharks Minnowsmanagementhasincludedthedevelopmentandintroductionofasmallbusinessloanservicetofillthisneed Thereiscompetitionintheareaforthisservice TheFirstUnionCredit LendingCorporationhasagoodreputationforservingsmallbusinessesinthearea Likewise theCheathamCountyTobacco HogFarmers Bankhasservedtheagriculturalandlivestockcommunityinthisareaformanyyears ConceptElements Opportunity Identificationofgrowingnumberofsmallbusinesses Product ServiceDescription Aloanservicetargetedtowardsmallbusinesses High LevelCustomerNeeds Capitalandoperatingcashneedsofthesmallbusinesses PreliminaryTargets Goals Rapidaccesstorequiredfunds 5days Lowinterestrate Prime 1 5Points Sharks MinnowsCapitalLending MarketShare 30 inYear1 NetProfit 10 000 000inYear1MGP Notdevelopedatthispointintheproject InitiateTheProject ACharterIsADocumentThatProvidesPurposeAndGoalsForADFSSTeam DevelopingACharter InitiateTheProject 1a Product ServiceToBeDesigned New DesignationOfTheNewProduct ServiceIdeaAndAssociatedGoals Targets1b ProblemAndGoalStatements Redesign DescriptionOfTheProblem OpportunityAndObjectivesInClear ConciseAndMeasurableTerms2 BusinessCaseExplanationOfWhyDoThisProject ExpectedBenefits3 ProjectScopeProjectDimensions ResourcesCommitted MGP4 ProjectManagementKeyStepsAndDatesToAchieveGoalProjectControls5 RolesPeople Expectations Responsibilities InitiateTheProject PlanAndManageTheProject ScopeTheProject FiveMajorElementsOfACharter ScopeTheProject ScopeTheProject WhatProduct Service ProcessWillTheTeamFocusOn WhatAreTheBoundariesOfTheProcessWeAreToDesign StartPoint StopPoint WhatResourcesAreAvailableToTheTeam What IfAnything IsOutOfBoundsForTheTeam What IfAny ConstraintsMustTheTeamWorkUnder WhatIsTheTimeCommitmentExpectedOfTeamMembers WhatWillHappenToOur RegularJobs WhileWeAreDoingTheProject ElementsOfScope ScopeTheProject TheMulti GenerationalPlan MGP IsAMulti YearProduct Service ProcessDevelopmentSequenceThatIs DrivenByAnticipatedMarketEvolution And BuiltAroundCoreTechnologies Competencies OrPlatforms Multi GenerationalPlanning MGP Definition ScopeTheProject TheU S SpaceProgramWasChallengedIn1961ToPutAManOnTheMoonAndReturnHimHomeSafelyByTheEndOfTheDecadeTheSpaceProgram sMulti GenerationalPlanIncludedThreeMainProgramsToAccomplishThisMission Mercury IntendedToOrbitTheEarthAndTestExtendedFlightGemini IntendedToTestExtra VehicularActivitiesAndPracticeVehicleDockingApollo IntendedToFlyToAndLandOnTheMoonAndReturnHomeSafely Multi GenerationalPlanning Example ScopeTheProject GenerationI StopTheBleedingFillSelectedProductVoids GenerationII TakeTheOffensiveFillNewTargetMarkets GenerationIII AttainTechnicalLeadershipDeliverProductivityBreakthroughsToTheCustomerAndEndUser Step Stretch Leap Multi GenerationalPlan Strategy MGPExample AircraftEngineConditionMonitoringService MGPExample LifeInsuranceAcquisitionIntegration ScopeTheProject ReviewYourTeamCharter1 ReviewYourTeam sCharterAndDiscuss Clarify NewProduct ServiceConceptOrProblemAndGoalStatementBusinessCaseScopeandMGPplans2 DiscussAndIdentifyCharterQuestions Issues3 ReviseTheCharterAsNecessary4 PresentCharterToClass20Minutes TeamCharter BreakoutActivity ScopeTheProject PlanAndManageTheProject PlanAndManageTheProject CostOverrunsScheduleOverrunsLackOfDirectionResultsNotAchievedActivitiesDisjointedTeamFrustration BusinessEffortsWithoutProjectManagement BusinessEffortsWithProjectManagement ProjectManagement Define ProjectManagement PlanandManagetheProject Topic Define Measure Analyze Design Verify WeeklyStatus Schedule CostAndScheduleManagement ProjectTollgates StatusReports QualityReviews ProjectChangeControl Issues RiskManagement DesignControls RevisionstoScorecardCompleted IncludedinOrcaleSystem SystemnotOperatingFully GSODFSS GreenBeltTraining PlanAndManageTheProject Source GECapitalServicesMemoryJogger II Version2 0 1994GOAL QPC pp27 35 ID TaskName IDCustomers IDNeeds DevelopCTQs Review DevelopConcepts High LevelDesign Capability DesignReview DevelopDetails Simulation CostAnalysis DesignReview Procurement Implementation 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Qtr4 1998 Qtr1 1999 Qtr2 1999 Qtr3 1999 SmallBusinessLoanProjectPlan WorkBreakdownStructure GanttChart PlanAndManageTheProject SmallBusinessLoan ProjectStart IDCustomers IDNeeds DevelopCTQs Review DevelopConcepts DevelopHighLevelDesign DesignReview DevelopDetails DesignReview Simulation CostAnalysis Implementation Procurement ActivityNetworkDiagram PERTChart PlanAndManageTheProject TheDesignPackage TabTypical Contents Define ProjectCharter BusinessCase MGP Budget TeamList ProjectPlan CurrentProcessFlow ifredesign CustomerResearchPlan CustomerNeeds CompetitivePerformance QFDMatrix CTQs DesignScorecards FunctionalAnalysis ProcessMaps High Level BenchmarkingPlan BenchmarkingReport ConceptualDesign DesignRequirements DesignScorecards DetailedProcessMaps FacilitiesLayout InformationSystemDesign Job TaskDesign MaterialsLists CTPSpecifications FMEA CapabilityAnalyses DesignScorecards PilotPlan PilotResults ImplementationAndTransitionPlans ControlPlans Procedures DesignScorecards MeetingMinutes DesignControlProcess CommunicationPlan TollgateReviews Measure Design Analyze Verify Misc PlanAndManageTheProject BewareOfThe ScopeCreep DefineAProcessForChangingTheProject sScope ScopeChangeFilterCostAndScheduleAssessmentApproval DenialOfScopeChangesUseMGPWhereAppropriate ProjectChangeControl PlanAndManageTheProject Timing Weekly Monthly Daily Objective BusinessCaseScopeCommunicationPlanRisksManagement ContingenciesQualityManagementRelease Transition BudgetScheduleResourcesStaffing ProjectOrganizationChangeRequestsProjectProgress Completedvs DelayedTasks Issue Problem ResolutionTracking Leader ProjectDirector LeadershipCouncil ProjectManagers ProjectProgressReportsAndReviews PlanAndManageTheProject WhatIsRisk TheImpactOfANegativeEventCoupledWithTheProbabilityItWillOccur WhatIsRiskManagement SpecificActionsIdentifiedAndImplementedToReduceOrEliminateRisk HowIsRiskManaged BasicProcess RiskManagement PlanAndManageTheProject BusinessCaseCostIncrease ROILeadTimeIncrease ChangingMarket RegulatoryEnvironment BusinessCommitmentPlanningResourceAvailability ProjectComplexity DevelopmentTime ProjectManagementExperienceOrganizationalCross FunctionalInvolvement ProcessOwnership MultipleLocationsForImplementation ChangeAccelerationIssuesTechnicalTechnologyExperience DesignComplexity ScopeChanges KnowledgeOfBusinessProcesses QualityMethodsSkillsAndExperienceExternalVendor ContractorExperienceAndSupport MultipleVendors Contractors DependenceOnVendors RecruitmentIssues SourcesOfRisk PlanAndManageTheProject PrioritizeRiskIssuesBy Probability LikelihoodOfOccurrenceImpactOnProjectRiskMatrix RiskManagement Prioritization PlanAndManageTheProject Goal NoShowStoppers SignificantRiskOrFixBeforeLaunchIssuesInVerifyStep RiskManagement Scorecards NumberOfIssues EliminateIssues IncreaseNumberOf ProceedWithCaution Issues DecreaseNumberOfShowStoppers SignificantRisk FixBeforeLaunch Time SignificantRiskFixBeforeLaunchProceedWithCaution Legend Define Summary RoadMap Plan ManageTheProjectDetermineProjectManagementApproach ProjectControls ProjectReviews CommunicationPlan Issues RiskManagementDevelopProjectPlan Planning Requirements DefineDeliverables TimelineDevelopOrganizationalChangeManagementApproach ScopeTheProjectDefineProjectScopeDevelopMulti GenerationalProduct ServicePlan MGP CommitResources KickoffProject Champion MBB BB Cross FunctionalTeam DesignBudget EstablishWorkingRelationships InitiateTheProjectIdentifyService ProductConceptOr DevelopProblem GoalStatementDevelopBusinessCaseDefineProjectLeadershipDraftCharter Tools MGP Multi GenerationalPlan CustomerSurveys InterviewsCharter GanttChartsAND PERTChartCAP Reviews Tollgate1DefinePhase MainDeliverable TeamCharter Define Summary SeniorManagementSupportRequiredForProjectWidespreadImpactAndChangeRequiresFrequentLeadershipUpdate ReviewCollaborateWithProcessOwnersTeamMakeupIsCriticalCross FunctionalDesignTeamIsSuperiorEnsureEffectiveImplementationAndLaunchInformationTechnologyIsACriticalEnabler PotentialBarrierIntegrateInformationTechnologyMethodologyUpFrontDMAICFoundationFacilitatesThoughtProcess AcceleratesProjectMBB BB GBSupportTightlyBoundProjects DefineSuccessScopeCreepIsCommon MGPCanHelp QuantificationOfProjectBenefitsIsComplex LessonsLearned Establish EvaluateBusinessGoalsforNewProcess IdentifyneedforprojectandlinkagetoBusinessStrategy CriticalYImpact HighLevelY sDefined BothCustomer Internal QFD CTQSensing Survey ProjectScoped Bounded ProjectFunding SelectionApproved Cost BenefitAnalysis TechnologyRequirementsReviewed ITTechnologyAssessment ProjectImplementationGoals ProjectManagementEvaluateBusinessImpact RiskAssessment RiskManagementPrioritization ImpactonOtherCustomers ProcessesEvaluateResourceDeployment Requirements ProjectLeaderAssigned CoreTeamChartered TeamCharterComplete ITResourcesAssignedDevelopHighLevelProjectPlan ProjectRequirementsareDetermined Technology Resources ProjectReq tsList ProjectDeliverablesDetermined TimingEstablished ProjectPlan Milestones GanttCharts MasterBlackBelt ProcessManager BusinessChampion MasterBlackBelt Tollgate1Objective ApprovedProject DeploymentPlan FunctionalOwner s BusinessChampion GSODFSS Tollgate1 Define Measure DMADV Measure AtTheCompletionOfThisSection ParticipantsWillBeAbleTo IdentifyService ProductCustomersIdentifySpecificCustomerNeedsAndRequirementsPrioritizeCustomerNeedsTranslateCustomerNeedsIntoCTQsAssessRiskAroundCTQs Objectives Measure Deliverables DefineCustomerNeedsAndSpecifyCTQs CustomerAndInternalNeedsDefinedCompetitivePositionDetermined PerformanceBenchmarks DetailedAndMeasurableCTQsDevelopedTargetsAndSpecificationLimitsEstablishedForCTQsCustomerRiskAssessed Measure IdentifyCustomersReviewBusinessCase TeamCharterIdentifyCustomers External Internal StakeholdersSegmentCustomersPrioritizeCustomers Segments GatherCustomerNeedsSelectCustomerResearchMethods Interview FocusGroup SurveysBuildDataCollectionPlan SamplingCollectData SpecifyCTQsOrganizeCustomerInformation Affinitize HierarchyPrioritizeCustomerNeeds SurveyCustomersDetermineCTQs QualityFunctionDeployment RiskManagement Tools CustomerResearchMethodsKanoAnalysis AffinityDiagramStructureTreeQualityFunctionDeployment QFD ToleranceAnalysisPerformanceBenchmarkingDesignScorecard RoadMap Verify Design Analyze Define Measure Reviews Tollgate2MeasurePhase MainDeliverable CTQ s Measure Analyze Define MeasureStepModel Measure CustomerResearchIDCustomersBuildDataCollectionPlanCollectData ServiceIdea BusinessCase High LevelCustomerNeeds ConceptualDesign CompetitionResearchComparativePerceptionTechnicalEvaluation Measures OrganizedPrioritized CustomerNeeds Targets IdentifyCustomers ReviewBusinessCase TeamCharterList PrioritizeCustomersDefineCustomerSegments Measure Step1 IdentifyCustomers IdentifyCustomers GatherCustomerNeeds SpecifyCTQs IdentifyCustomers WhoseNeedsMustBeMetForThisProduct ProcessToBeSuccessful AreAllCustomersEquallyImportant AreThereOtherPotentialKeyCustomers MeasureStepPriority External Customers Needs ButAlsoConsiderInternalCustomers UsersAndStakeholdersGoingForwardDefinition Customer ExternalAndInternalCustomers Users PlusStakeholders ReviewBusinessCase TeamCharter IdentifyCustomers SegmentationIsRecommendedToFocusCustomerResearchOnTheMostImportantCustomers First DetermineLogicalCustomerSegments Region TypeOfBusiness Size etc Then WriteADefinitionOfEachCustomerSegment DefineCustomerSegments IdentifyCustomers OthersIndustryMarketRegionCustomerLoyaltyReasonForBuyingetc Large Medium Small SizeOfDeal Customers BusinessVolume 20 80 Geographic Revenue Customer DefineCustomerSegments continued IdentifyCustomers TruckLogistics SupplyChainManagementHealthcareDeliveryNetworks HDN InMetropolitanAreasHDN sInRuralAreasIndependentHealthcareDeliveryFacilities DefineCustomerSegments Examples SatelliteCommunicationsServiceGovernmentAgenciesGlobalBroadcastNetworksIndependentStationsCorporationsAndSchoolsSpecialEvents ConsumerFinancialServiceRetailChainsPersonalComputerManufacturersHomeImprovement RemodelingContractorsRecreationalItemSalesDealers IdentifyCustomers AllCustomers SegmentsAreNotOfEqualImportanceIdentifyThe VitalFew And UsefulMany CustomersExample PersonalComputerLeasingServiceVitalFew LargeCompaniesWhoLease 500ComputersForLong Term 1Year UsefulMany SmallCompaniesWhoLease1 10ComputersFor6Months 1Year PrioritizeCustomers Segments WhoAreTheCriticalCustomers CustomerGroupsForMyProductOrService IdentifyCustomers Customer Int Ext Segments Description SmallBusinessOwner 10MAnnualRevenue Output Priority Ext Low AGRICULTURAL FARMING EngagedInGrowingVarietyOfCrops SeasonalNeedsForCapital SeasonalIncomeAGRICULTURAL LIVESTOCK EngagedInChicken HogOrTurkeyProduction Year RoundIncomeMEDICALPRACTICE Physician DentalOrOutpatientSurgicalGroups OccasionalNeedsForCapitalEquipmentExpenditures GoodCreditRisks SMALLMANUFACTURER NEW EngagedInHigh TechOrBio TechLight Medium Medium High SmallBusinessLoan GatherCustomerNeeds IdentifyCustomers DeterminePriorityRequirements Measure Step2 GatherCustomerNeeds GatherCustomerNeeds SpecifyCTQs SelectCustomerResearchMethodsBuildADataCollectionPlanCollectData GatherCustomerNeeds Interview LearnAboutASpecificCustomer sNeedsAndRequirements CustomerValuesAndPoint Of ViewOnServiceIssues Product ServiceAttributes AndPerformanceIndicators Measures SupportsDevelopmentOfHypothesesAboutCustomerValues FocusGroup OrganizeInformationFromTheCollectivePointOfViewOfAGroupOfCustomersThatRepresentASegment HelpsDefineASegmentAndPrioritizeCustomerValues Survey MeasureTheNeedsAndCustomerValuesFor OrTheImportanceAndPerformanceOf AProduct ServiceOrAttributeAcrossAnEntireSegmentOrGroupOfSegments Furnishes Hard EvidenceToSupportDecision Making InternalResearchAndListeningPosts SearchForCustomerNeedsAndRequirements Product ServiceAttributes CustomerValues AndPerformanceIndicators MeasuresFromSecondarySources Active Passive SelectCustomerResearchMethods GatherCustomerNeeds ToLearnAboutASpecificCustomer sNeedsAndRequirements CustomerValuesAndPointOfViewOnServiceIssues Product ServiceAttributes AndPerformanceIndicators MeasuresToExploreIssuesWithCustomersDuringCustomerResearchAtTheBeginning ToLearnWhatIsImportantToCustomers WhichSupportsTheDevelopmentOfHypothesesAboutCustomerValuesInTheMiddle ToClarifyPointsOrToBetterUnderstandWhyAParticularIssueIsImportantToCustomersAtTheEnd ToClarifyFindings ToGetIdeasAndSuggestions OrToTestIdeasWithCustomers Purpose Uses CustomerInterviews GatherCustomerNeeds ToOrganizeInformationFromTheCollectivePoint Of ViewOfAGroupOfCustomersThatRepresentASegmentToClarifyAndDefineCustomerNeedsGainInsightsIntoThePrioritizationOfNeedsToTestConceptsAndGetFeedbackSometimesAsANextStepAfterCustomerInterviewsOrAPreliminaryStepInASurveyProcess Purpose Uses FocusGroups GatherCustomerNeeds ACarefullyPlannedDiscussionDesignedToObtainPerceptionsOnADefinedAreaOfInterestInANon ThreateningEnvironmentTypicallyComposedOf7To13ParticipantsWhoShareCharacteristicsThatRelateToTheFocusGroupTopicTypicalFocusGroupStudyHasAMinimumOfThreeFocusGroupsToAvoidSamplingBiasAFocusGroupWillLastFrom2To4HoursParticipantsWillBeAskedToThoroughlyDiscussVeryFewTopicsOftenOnlyThreeQuestionsWillBeAskedDuringTheFocusGroupUsuallyAnIncentiveIsOfferedToTheParticipants FocusGroup Description GatherCustomerNeeds ToMeasureTheImportanceOrPerformanceOfCustomerNeedsAndRequirementsToEfficientlyGatherAConsiderableAmountOfInformationFromALargePopulationToMeasure AsIs ConditionsAndDriversToMeasureChangeAndCausality Purpose Uses CustomerSurveys KeyIssues BiasedSamplingLeadingQuestionsNon ResponseBias GatherCustomerNeeds Characteristic Mail Phone Phone AutomatedCallBack In Person GroupSessionsWritten Electronic DataCollectio