六西格玛的策略中英.ppt

TheSixSigmaRevolution第二章TheStrategyofSixSigma王德榮12/20251TotalQualityManagement

Overview組織品質管理成功之道-Vibrant,vocal,

knowledgeable,andmostimportant,involvedmanagement.本章闡述管理階層如何確保品質改善計畫能成功。事實上，我們不能怪罪管理階層的不參與－

Humannaturetellsuswekeepdoingthethongsthatworkforus.以TheWestinTaborCenter為案例貫穿本章。4/12/20252TotalQualityManagement

EffectivenessandEfficiency4/12/20253TotalQualityManagement

Theeightessentialsteps

Step1－CreationandAgreementofStrategicBusinessObjectives策略目標的建立與共識

Toobtainsupportandactiveinvolvementofmanagement,thequalityinitiativemustbelinkedtotheongoingstrategicbusinessobjectivesoftheorganization.

品質管理必須與公司的策略目標結合4/12/20254TotalQualityManagement

CreationandAgreementofStrategicBusinessObjectivesBusinessObjectivesofTheWestinTaborCenter

1.GOPAR－GrossOperatingProfitperAvailableRoom追求每一個客房的最佳利潤

2.MaintenanceofTheirAAAFour-Star

Rating

AAA－AmericanAutomobileAssociation

3.EmployeeSatisfaction－員工滿意是客戶能滿意的保證，這對旅館業是特別重要。TheWestinTaborCenter在這些地方都需要改善4/12/20255TotalQualityManagement

Step2－CreationofCore,KeySub-,andEnablingProcess功能式組織都相信它自己具效益與效率，其實不盡然。功能式組織某一單位的的目標可能與公司整體目標相違背。組織必須確認其達成目標的coreandsub-process。CoreprocessesofWestinareRooms,EventsandOutlets.Roomscoreprocess是策略目標GOPAR的關鍵。Enablingprocess－notnecessarilybelongtoanyonecoreprocess,forexamplethepayrollprocess,employeeacquisitionprocess.4/12/20256TotalQualityManagement

Step3－IdentificationofProcessOwner每一processowner指派到每一Core,KeySub-,andEnablingProcess.Processowner並非單位主管莫屬Processowner應具備下列能力－

Sub-process領域知識，

領導及説服才能，

瞭解及鑑賞businessprocessmanagement，

能體會流程成功與失敗之滋味，

能尊敬其他前後流程的每一個人。4/12/20257TotalQualityManagement

IdentificationofProcessOwnerEnablingprocess有時也應如Sub-process一般管理BusinessPerformanceManagement－將重要關鍵的Enablingprocess提昇成為Coreprocess以Westin為例－employeedevelopment也變成Coreprocess4/12/20258TotalQualityManagement

Step4－Creatio