CI持續(xù)改善-知識(shí)介紹PPT課件

1、CONTINUOUS IMPROVEMENT PROCESS持續(xù)改進(jìn)過(guò)程,A DIVISION OF A. O. SMITH CORPORATION,公司CI的挑戰(zhàn),如何有效傳遞CI 意識(shí)給公司所有員工？ 如何建立CI系統(tǒng)化工具的團(tuán)隊(duì)？ 如何確認(rèn)CI項(xiàng)目與企業(yè)目標(biāo)一致？ 如何確認(rèn)CI項(xiàng)目的實(shí)際成效？ 如何有效管理企業(yè)內(nèi)所有項(xiàng)目的進(jìn)度？ 問(wèn)題解決與做事的習(xí)慣真的改變了嗎？ 如何建置長(zhǎng)期推動(dòng)之下的激勵(lì)制度？,CONTINUOUS IMPROVEMENT持續(xù)改進(jìn),A systematic process of improving customer satisfaction by establishi

2、ng a management system and culture that incorporates quality improvement principles throughout the organization 在整個(gè)組織中建立貫穿改進(jìn)品質(zhì)理念的管理體系和文化來(lái)提高客戶滿意度的系統(tǒng)過(guò)程。,KEY CONCEPTS OF CICI 的主要理念,CI must be how we manage our business CI應(yīng)是我們?nèi)绾喂芾砦覀兊钠髽I(yè) 80% of problems are under management control 80%的問(wèn)題都是通過(guò)管理來(lái)控制 People

3、doing the work can solve the problems 員工的工作可以解決問(wèn)題 Both process and results must be stressed 同時(shí)強(qiáng)調(diào)過(guò)程和結(jié)果 System and structures must support desired behavior 組織應(yīng)該支持要求的行動(dòng) Reduced cost, improved reliability, and increased productivity are natural consequences of improved quality 提高品質(zhì)的必然結(jié)果是成本的降低，可靠性的改進(jìn)和生產(chǎn)力

4、的提高,OBJECTIVES OF CICI的目標(biāo),Increased customer satisfaction 提高客戶的滿意度 Enhanced employee involvement 激勵(lì)員工的參與 Respond to a changing environment 與變化的環(huán)境相適應(yīng) Improved process capability 提高過(guò)程能力 Breakthrough in achieving cost reductions 成本降低的突破 Increased profits 提高利潤(rùn) Survival 生存,CONTINUOUS IMPROVEMENT持續(xù)改進(jìn),FOCU

5、SED PRIORITIES聚焦優(yōu)先,CONTINUOUS IMPROVEMENT持續(xù)改進(jìn),FOCUSED PRIORITIES聚焦優(yōu)先,A process used to focus the organizations resources on a few high-priority issues to: 此過(guò)程適用于將組織資源集中在優(yōu)先等級(jí)高的事項(xiàng) Achieve breakthrough improvements 取得改進(jìn)突破 Improve communication of company and department direction 公司和部門溝通的改進(jìn) Attain board

6、 participation in the development and achievement of long-term and short-term goals 長(zhǎng)期和短期目標(biāo)的發(fā)展和完成中獲得董事會(huì)的雙參與 Attain cross-functional cooperation and teamwork 獲得跨部門的支持和團(tuán)隊(duì)合作精神,Establish 建立,Deploy 配置,Implement and Review 實(shí)施和檢查,ESTABLISH POLICY:建立制度,Create the vision 預(yù)見(jiàn) Analyze the voice of the customer

7、分析客戶的反饋 Analyze the voice of the business 分析行業(yè)的信息 Establish critical success factors 建立重要成功要素 Analyze performance and year-end results 分析成績(jī)和年終結(jié)果 Establish long-term and short-term plans 建立長(zhǎng)期和短期計(jì)劃,Establish 建立,Deploy 配置,Implement and Review 實(shí)施和審核,ESTABLISH POLICY建立制度,CriticalSuccessFactors 重要成功要素,Pri

8、orityActivities 優(yōu)先行動(dòng),Break-throughObjectives 目標(biāo)突破,Mission 使命,Vision 預(yù)見(jiàn),Voice of the Business: 行業(yè)要求,Business Issues 行業(yè)問(wèn)題,Voice of the Customer: 客戶反饋,CI Elements CI 要素,KeyBusiness Issues 主要行業(yè)問(wèn)題,Key CI Elements 主要的CI要素,目標(biāo),客戶反饋,行業(yè)要求,目標(biāo)突破,AOS 目標(biāo) 讓我們的客戶把我們當(dāng)作最有價(jià)值的電機(jī)供應(yīng)商。我們將通過(guò)我們?nèi)w員工的參與和投入每時(shí)每刻及時(shí)提供質(zhì)量最好的產(chǎn)品和服務(wù),分

9、析來(lái)自不同客戶的不同要求和希望 對(duì)客戶要求分優(yōu)先等級(jí) 決定我們應(yīng)該做什么來(lái)滿足客戶的要求,分析來(lái)自員工和股民的問(wèn)題并與綜合外部本行競(jìng)爭(zhēng) 決定最高優(yōu)先問(wèn)題 結(jié)合客戶要求綜合分析上敘問(wèn)題,廣義范疇的行業(yè)目標(biāo)，為達(dá)到目標(biāo)組織應(yīng)完成的工作,DEPLOY POLICY:配置政策,Select short-term plan coordinating executive 選擇短期計(jì)劃 Announce short-term plan indicators and negotiated targets 宣布短期計(jì)劃指數(shù)和可商議目標(biāo) Develop business plans to achieve shor

10、t-term plans 制定完成計(jì)劃的方案,Establish,Deploy,Implement and Review,IMPLEMENT AND REVIEW POLICY:實(shí)施和審核政策,Implement individual and team activities to achieve breakthrough 實(shí)施個(gè)別和團(tuán)隊(duì)行動(dòng)來(lái)達(dá)到突破 Line management reviews 各級(jí)負(fù)責(zé)管理審核,Deploy,Implement and Review,Establish,FOCUSED PRIORITIES TRAINING COURSES聚焦優(yōu)先的培訓(xùn)課程,Executi

11、ve Overview-One (1) day 行政總括-1天 Voice of the Customer-Two (2) days 客戶反饋-2天 Voice of Business-Two (2) days 行業(yè)要求-2天 CI Council-Three (3) days CI會(huì)議-3天 Steering Committee-Three (3) days 籌劃委員會(huì)-3天 Focused Priorities for Managers-Two (2) days 經(jīng)理聚焦優(yōu)先-2天,CI TEAMSCI 團(tuán)隊(duì),A team process that provides the structu

12、red environment for employees to: 過(guò)程團(tuán)隊(duì)-給員工提供必備的環(huán)境來(lái) Improve quality of products and services 提高產(chǎn)品的質(zhì)量和服務(wù) Develop skills and abilities in problem solving and group dynamics 在問(wèn)題解決和團(tuán)隊(duì)推動(dòng)過(guò)程中的技巧和能力 Promote communication and teamwork 提升溝通和團(tuán)隊(duì)精神 Enhance quality of work life 提高工作質(zhì)量,CI TEAMSCI團(tuán)隊(duì),Purpose 目的 Devel

13、op solutions to customer problems 提供解決客戶問(wèn)題的方法 Structure 結(jié)構(gòu) 6-8 members who use a structured problem-solving process (CI Story) 由6-8人組成，運(yùn)用解決問(wèn)題結(jié)構(gòu)法（CI法） Types 種類 Functional and Task 功能和任務(wù) Lead 管理,TYPES OF CI TEAMS*CI團(tuán)隊(duì)種類,Members are from a single functional area 團(tuán)隊(duì)成員來(lái)自一個(gè)部門 Ongoing 進(jìn)行 Selects the projec

14、ts or improvement opportunities it wishes to work on 選擇期望的項(xiàng)目或可提高的可能性 Meets once a week for one hour, or for two hours every two weeks 每星期開(kāi)會(huì)一小時(shí)，或是兩星期開(kāi)會(huì)二小時(shí) Six to eight persons, including a Team Leader 6-8人，包括小組長(zhǎng),Members are from one or more functional areas 成員來(lái)自一個(gè)或多個(gè)部門 Formed to solve a specific prob

15、lem, and then it is disbanded 為解決特定的問(wèn)題成立 Members are assigned because of background and experience 成員有相關(guān)的背景和經(jīng)驗(yàn) Meets as required 應(yīng)要求開(kāi)會(huì) Six to eight persons, including a Team Leader 6-8人，包括Leader,* Each team follows the CI Story, is lead by a Team Leader, and is guided by a Facilitator,Functional Tea

16、m (voluntary) 功能團(tuán)隊(duì)（自愿）,Task Team (non-voluntary) 任務(wù)團(tuán)隊(duì)（非自愿）,6 Standardization標(biāo)準(zhǔn)化,P,A,C,D,Control System 控制系統(tǒng),Graph 圖表,Good良好,Target目標(biāo),Pareto Chart柏拉圖,After 之后,Effec t效果,Before 之前,5 Results結(jié)果,Pareto Chart 柏拉圖,Good,Good,Target,Graph圖表,Afte 之后r,Before 之前,3 2 6 3 1 3 1 3 3 3 1 3 2 2 4,Flowchart 流程,Projec

17、t Planning Worksheet 項(xiàng)目計(jì)劃書(shū),7 Future Plans將來(lái)計(jì)劃,4 Corrective Action 糾正措施,2 Current Situation目前狀況,1 Reason for Improvement 提高的原因,Team Information 小組信息,3 Analysis分析,Continuous Improvement Story CI法,DMAIC 步驟就是持續(xù)改善,6s,衡量,管制,改善,分析,定義,誰(shuí)是顧客 他們所關(guān)切的是什麼？ 定義需解決之問(wèn)題，找出重要及關(guān)鍵 點(diǎn)，或找出可以改善的機(jī)會(huì)，然後組 成解決該問(wèn)題之團(tuán)隊(duì),問(wèn)題的衡量，現(xiàn)況是怎樣？

18、了解問(wèn)題現(xiàn)況，包括： 執(zhí)行該問(wèn)題之流程，與流 程相關(guān)輸入輸出因素的收集與 評(píng)估,分析衡量階段所收集的數(shù)據(jù)，以確 定KPIVs 分析並指出問(wèn)題產(chǎn)生之要因真因， 提出改善方案,依據(jù)要因真因，建議改善 方式步驟與時(shí)程 並追蹤改 善成效 訂出改善方向之先後順序， 提出改善計(jì)畫(huà)及驗(yàn)證方式,維持精進(jìn)流程能力方式 規(guī)劃改善計(jì)畫(huà)細(xì)節(jié)、控制進(jìn) 度、量度改善情形、確保成 效之保持,DMAIC專案執(zhí)行戰(zhàn)術(shù)說(shuō)明,CI TEAMS TRAINING COURSESCI小組培訓(xùn)課程,Facilitator: 協(xié)調(diào)員 Four (4) days (Team Leader is a prerequisite) 4天（小組長(zhǎng)是

19、首要必備的） Develop the skills needed to assist team leaders in group dynamics and problem solving. 在協(xié)助小組長(zhǎng)在小組發(fā)展和解決問(wèn)題的技巧 Develop skills to lead and coordinate the CI efforts. 領(lǐng)導(dǎo)和協(xié)調(diào)CI小組的技巧 Team Member 小組成員 Two (2) days 2天 Provide understanding in the application of tools & techniques used in the seven step

20、 story. 理解運(yùn)用在解決問(wèn)題7步法過(guò)程中的方法和技術(shù),QUALITY IN DAILY WORK(QIDW)品質(zhì)在日常工作中,The implementation of Process Management that is used to: 過(guò)程管理的實(shí)施是用來(lái) Achieve consistency in daily work 在日常工作中的一致性 Clarify individual contributions toward achieving customer satisfaction 個(gè)體的貢獻(xiàn)才能達(dá)到客戶的滿意 Systematically improve and contro

21、l daily repetitive operations 系統(tǒng)提高和控制日常工位 Maintain the gains achieved through improvement projects 通過(guò)改進(jìn)取得成績(jī),QUALITY IN DAILY WORK品質(zhì)在日常工作中,Plan計(jì)劃,Do實(shí)施,Check and Act 檢查和行動(dòng),Identify and Select Top-Priority Process 確定和選擇優(yōu)先等級(jí)高的過(guò)程,Document Top-Priority Process 對(duì)優(yōu)先等級(jí)高的項(xiàng)目準(zhǔn)備文件,Identify Customer and SupplierR

22、equirements 確定客戶和供應(yīng)商的要求,Develop Indicators and Build QIDW System 制定相關(guān)指示和建立QIDW系統(tǒng),Implement the QIDW System 實(shí)施QIDW系統(tǒng),Identify and remove special cause variation 確定并消除特殊原因變化,Investigate common cause variation and change the process 調(diào)查普通原因和改變過(guò)程,Redesignprocess重新設(shè)計(jì)過(guò)程,Standardize and Replicate 標(biāo)準(zhǔn)化和復(fù)制,Y是,

23、Y是,Y是,N否,N否,N否,QIDW TRAINING COURSESQIDW 培訓(xùn)課程,Lead Team: 領(lǐng)導(dǎo)小組 One (1) day 1天 Learn Managements role in QIDW 學(xué)習(xí)在品質(zhì)日常工作中的管理職責(zé) Identification of the Top-Priority processes of the plant or department. 確定公司或部門的優(yōu)先等級(jí)高的過(guò)程 Identification and selection QIDW teams to initiate the process. 確定和選擇QIDW小組來(lái)實(shí)施此過(guò)程 QID

24、W Teams: QIDW小組 Two (2) days 2天 Provide understanding in the application of tools & techniques used in the six step QIDW story. 理解在6步QIDW法中運(yùn)用的方法和技術(shù) Begin the development of a QIDW System 開(kāi)始展開(kāi)QIDW體系,項(xiàng)目選擇要求,有利于問(wèn)題的長(zhǎng)期改進(jìn)。 將焦點(diǎn)集中與我們關(guān)系最為密切、直接的問(wèn)題上。 針對(duì)新產(chǎn)品、新工廠、新服務(wù)、新過(guò)程可以立項(xiàng)。 針對(duì)還沒(méi)有量化的解決方案的項(xiàng)目可以立項(xiàng)。 沒(méi)有在其它地方的成功經(jīng)驗(yàn)的項(xiàng)目可以立項(xiàng)， 周期可以降低的可以立項(xiàng)。 項(xiàng)目要能在4至5個(gè)月內(nèi)能完成。 項(xiàng)目要有足夠的數(shù)據(jù)支撐。 在保留住客戶及提升客戶的滿意度方面效果顯著。 完成項(xiàng)目之后問(wèn)題能得到80以上的改善。,CI TEAM STATUSCI 小組情況(As of 7/98),Current Teams 現(xiàn)有小組 90 QIDW Teams QIDW小組 12 Current Team Members 現(xiàn)有小組人員 650,CI IMPLE