六西格玛黑带手册--hfrocket

PartOne:TheSixSigmaManagementSystemThisfirstpartofTheSixSigmaBlackBeltHandbookfocusesontheextensionofSixSigmaintoamanagementsystemthatencompassesalllevelsofanorganization.MotorolaUniversityconsultantshavefoundthatwhileimplementingSixSigmathroughindividualprojectshaspro-ducedsignificantresultsinmanyorganizations,sustainable,breakthroughimprovementsarerealizedbythoseorganizationswhoseleadershiphasembracedSixSigmaandincorporateditintotheirvision,strategies,andbusinessobjectives-inshort,adoptedSixSigmaasthesystemforman-agingtheirorganizations.TheSixSigmaManagementSystemenablesaleadershipteamtoalignontheirstrategicobjectives,establishtheircriti-caloperationalmeasures,anddeterminetheirorganizationalperformancedriversandthenusethosetoimplement,drive,monitor,andsustaintheirSixSigmaeffort.Thefourchaptersinthispartofthebookwill:zIntroducetheSixSigmaManagementSystem,anddistinguishitfromtheSixSigmametricandSixSigmamethodologyzExplainthebackground(Chapter1),principles,andelementsoftheSixSigmaManagementSystem(Chapter2)zDescribetheSixSigmaleadershipmodes(Chapter3)zProvideinsightsintoSixSigmaleadership(Chapter4)zIllustratekeytoolsusedtoimplementtheSixSigmaManagementSystemDownloadedfromDigitalEngineeringLibrary@McGraw-Hill()Copyright©2004TheMcGraw-HillCompanies.Allrightsreserved.AnyuseissubjecttotheTermsofUseasgivenatthewebsite.Source:TheSixSigmaBlackBeltHandbookDownloadedfromDigitalEngineeringLibrary@McGraw-Hill()Copyright©2004TheMcGraw-HillCompanies.Allrightsreserved.AnyuseissubjecttotheTermsofUseasgivenatthewebsite.TheSixSigmaManagementSystemManagementSystemySixSigmadrivesstrategyexecutionyLeadershipsponsorshipandreviewyMetricsdrivengovernanceprocessyEngagementacrosstheorganizationChapter1IntroductiontoSixSigmaSixSigmahasbeenlabeledasametric,amethodology,andnow,aman-agementsystem.WhileGreenBelts,BlackBelts,MasterBlackBelts,ChampionsandSponsorshaveallhadtrainingonSixSigmaasametricandasamethodology,fewhavehadexposuretoSixSigmaasanoverallmanagementsystem.ReviewingthemetricandthemethodologywillhelpcreateacontextforbeginningtounderstandSixSigmaasaman-agementsystem.Figure1-1SixSigmaasaMetric,Methodology,ManagementSystemSixSigmaasaMetricSigmaisthemeasurementusedtoassessprocessperformanceandtheresultsofimprovementefforts-awaytomeasurequality.Businessesusesigmatomeasurequalitybecauseitisastandardthatreflectsthedegreeofcontroloveranyprocesstomeetthestandardofperformanceestab-lishedforthatprocess.ManagementSystemManagementSystemManagementSystemMethodologyMethodologyMethodologyMetricMetricMetricManagementSystemManagementSystemManagementSystemMethodologyMethodologyMethodologyMetricMetricMetricMetricyMeasureprocessvariationMethodologyyConsistentuseofDMAICmodelyTeambasedproblemsolvingyMeasurement-basedprocessanalysis,improvement,andcontrolDownloadedfromDigitalEngineeringLibrary@McGraw-Hill()Copyright©2004TheMcGraw-HillCompanies.Allrightsreserved.AnyuseissubjecttotheTermsofUseasgivenatthewebsite.Source:TheSixSigmaBlackBeltHandbookSigmaisauniversalscale.Itisascalelikeayardstickmeasuringinches,abalancemeasuringounces,orathermometermeasuringtemperature.Universalscalesliketemperature,weight,andlengthallowustocompareverydissimilarobjects.Thesigmascaleallowsustocompareverydiffer-entbusinessprocessesintermsofthecapabilityoftheprocesstostaywithinthequalitylimitsestablishedforthatprocess.TheSigmascalemeasuresDefectsPerMillionOpportunities(DPMO).SixSigmaequatesto3.4defectspermillionopportunities.TheSigmametricallowsdissimilarprocessestobecomparedintermsofthenumberofdefectsgeneratedbytheprocessinonemillionopportunities.Figure1-2SigmaScaleAprocessthatoperatesat4.6Sigmaisoperatingat99.9%qualitylevel.Thatmeans:z4000wrongmedicalprescriptionseachyearzMorethan3000newbornsbeingdroppedbydoctors/nurseseachyearz2longorshortlandingsatAmericanairportseachdayz400lostlettersperhourAprocessthatoperatesatthe6Sigmalevelisoperatingat99.9997%qualitylevel.At6Sigma,thesesameprocesseswouldproduce:4ChapterOneSigmaDPMO(DefectsPerMillionOpportunities)345676681062102333.40.02DownloadedfromDigitalEngineeringLibrary@McGraw-Hill()Copyright©2004TheMcGraw-HillCompanies.Allrightsreserved.AnyuseissubjecttotheTermsofUseasgivenatthewebsite.IntroductiontoSixSigmaz13wrongdrugprescriptionsperyearz10newbornsdroppedbydoctors/nurseseachyearz2longorshortlandingsatU.S.airportseachyearz1lostletterperhourMikelJ.Harry,oneofthedevelopersofSixSigmaatMotorola,hasesti-matedthattheaveragecompanyintheWesternworldisata4Sigmalevel,while6SigmaisnotuncommoninJapan.1DaveHarrold,inControlEngineering2citesbenchmarksigmalevelsbrokendownbyindustryandtypeofprocess:zIRSphone-intaxadvise-2.2zRestaurantbills,doctorsprescriptionwriting,andpayrollprocessing-2.9zAveragecompany-3.0zAirlinebaggagehandling-3.2zBestinclasscompanies-5.7zU.S.Navyaircraftaccidents-5.7zWatchoffby2secondsin31years-6zAirlineindustryfatalityrate-6.2Clearly,thevalueofsigmaisitsuniversalapplicationasameasuringsti