ProcessBasics.pptVIP

* 1.2 Module 1.2 过程基础 Process Basics ? 2005 STAT-A-MATRIX Inc. All Rights Reserved. 2 Module 1.2: Process Basics 所处阶段 You Are Here 制定章程 Develop charter 绘制过程图 Map the process 听懂顾客的声音 Understand the Voice of the Customer ? 2005 STAT-A-MATRIX Inc. All Rights Reserved. 3 Module 1.2: Process Basics 目标 Goals 能够识别工作涉及的过程，并描述该过程是怎样满足整个大系统 至少三个其它过程的 Be able to identify the process that your work is part of, and describe how it fits with at least three other processes as part of a larger system 能够识别供方、输入、输出及过程的顾客 Be able to identify the suppliers, inputs, outputs, and customers of your process ? 2005 STAT-A-MATRIX Inc. All Rights Reserved. 4 改进最后要求我们将工作看作是一系列相互影响的功能、运作和方法， （叫做系统或过程）的结果 Making improvements that last requires us to see work as the result of a series of interactive functions, operations, and methods called systems or processes Marketing Sales Order Delivery Service Customer Products Production Production Planning Research Product Design Raw Materials Supplies AA-023 Market Research 市场 销售 研究产品 设计 生产计划 原材料和 供方 市场研究 生产 产品 订单 交付 服务 顾客 Module 1.2: Process Basics 系统工作 Work as a System ? 2005 STAT-A-MATRIX Inc. All Rights Reserved. 5 Module 1.2: Process Basics 质量、系统和过程 Quality, Systems, and Processes ? 顾客是根据系统或过程的输出来判断质量的 Quality is judged by customers based on the output of a system or process  ? 聚焦于个人的工作不会对质量有大的提升 Focusing on the work of the individual worker will not lead to greatly improved quality ? 要提升质量，必须改进系统和过程 To improve quality, the system and processes must be improved ? 仅仅聚焦或界定一个过程不是改进,因此必须做出改变并用数据 来证明改变就是改进。 Simply focusing on or defining a process is NOT improvement—we have to make changes and use data to show the change is improvement ? 2005 STAT-A-MATRIX Inc. All Rights Reserved. 6 Module 1.2: Process Basics 过程 Processes 所有活动根据过程设计 All activity takes place in terms of a process ? 过程的质量确定了输出的质量 The quali