六西格玛质量的管理体系.ppt

The Six Sigma Methodology Define Overview Define Overview- DMADV The Define Phase Key questions in Define Who are my customers? (can be internal or external) What matters most? (VOC, then CTQ) What is the scope of the project? What issues am I trying to resolve? By how much? (setting realistic goal) What benefits will we get from the project? Deliverable 1 - Project CTQ What is “CTQ”? CTX = Critical To (Something) Depending on your project, it could be called CTQ (quality), CTC (cost), CTD (delivery), CTS (satisfaction), or CTP (policy) No matter how you called it, it is a quality that is Critical to your Customers! CTQs are the key “things” or “characteristics” you must deliver in order to satisfy the customer’s VOC Must be measurable Implies performance standards that must be met Role of CTQs in the Project Identifying your Customers There could be Internal and External customer groups for your project For external customers, you may need to do some segmentations Develop a clear definition of each customer segment For TLG projects, you may start out with internal customers then extend to external customers Internal External Customers Voice Of the Customer Listening posts Be a customer Customer surveys Focus groups Interviews Competitive analysis Overt and Covert Needs Do not blindly accept what the customers say as truth of how they will act Overt needs: What they say they need, want, or value Compare and validate what the customer says against what they do Uncover Covert needs: What their actions say they need, want or value Consider the Voice of the Customer in the broad sense what they say what they do where they spend their time, money and effort…and take pride where their pain is all in the context of their environment, situation and business The Translation Process Driving Down to Requirements Tools Affinity method – for organizing data into related groups with common themes Kano analysis – for classifying and prioritizing n