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米饭满意度提高部门:6SQGreenBelt:蚱蜢开始日期:05.06.01结束日期:05.08.20DMAICProjectSelectionProject选定(Projectselection):VOB:VoiceOfBusiness：05年个人目标为能力向上30%，但是在家务能力上的差距过大，其中米饭的制作能力远远不够，为了能达成年度的个人能力向上的目标，所以将米饭制作的能力要求提高50%VOC:VoiceOfCustomer：女朋友抱怨米饭过硬或者过软，甚至出现不熟的现象，严重影到其身体健康。ProblemStatementDMAIC问题陈述(Problemstatement):米饭制作完成后,生熟不能达到顾客满意程度.米饭半生,水量过大,或过干,色,香,味,口感过差.女朋友认为,米饭的质量严重影响到身体的健康,导致胃部不舒服,容易患有胃疾病.ProjectScope生米ProcessCustomer宏观流程图DMAIC食用者商场米饭制作米饭食用者Production米饭的满意度GoalStatementBaselineMean=59.6Stv=10.5SigmaLevel=-0.42GoalMean=90Stv=3SigmaLevel=5EntitlementDMAIC数据来源:2005年1月----5月Mean=100Stv=0SigmaLevel6CostsavingForecasting有形效果米价=2.40元/1kg报废米量占总数1/3再制作米量占总数2/3制作赁率=15制作时间=20Min报废节俭金额=2.4*3*365*(300/500)*(1/3)=525再制作节俭金额=15*(2/3)*365*(20/60)=1241无形效果建立标准的米饭制作体系减少由于胃病发作机会共节约有效金额1766元RMBDMAICKeyplayerChampion:Leader:蚱蜢TeamMember指导:XXXXTeamMemberTeamMemberTeamMember部门长:XXXXFEA:XXXX路人甲路人乙路人丙路人丁DMAIC贡献率XXX%贡献率XXX%贡献率XXX%贡献率XXX%ProjectplanDMAIC时间DefineMeasureAnalyzeControlImprove6月开始日期:05.06.01完成日期:05.06.07工作计划:6月开始日期:05.06.08完成日期:05.06.25工作计划:7月开始日期:05.06.26完成日期:05.07.17工作计划:7月开始日期:05.07.18完成日期:05.07.27工作计划:8月开始日期:05.07.28完成日期:05.08.20工作计划:MSAOfY结论:%contribution=0.14%10%%Study&Var=3.73%30%分辨率=375所以测量体系稳定良好.测量内容：顾客满意度的测量体系★[样本数量]：共10个★[测量机器]：无★[测量者]：路人甲,路人丙,路人丁★[记录者]：路人乙★[测量方法]：检验人员主观判断DMAICPercentPart-to-PartReprodRepeatGageR&R100500%Contribution%?Study?VarSampleRange210_R=0.667UCL=2.178LCL=0123SampleMean806040__X=58.4UCL=59.65LCL=57.15123part10987654321806040ope321806040partAverage10987654321806040ope123Gagename:Dateofstudy:Reportedby:Tolerance:Misc:ComponentsofVariationRChartbyopeXbarChartbyopedatabypartdatabyopeope*partInteractionGageR&R(ANOVA)fordataStudy?Var%Study?VarSourceStdDev(SD)(6?*?SD)(%SV)TotalGageR&R0.50103.00623.73Repeatability0.49582.97493.69Reproducibility0.07220.43300.54ope0.07220.43300.54Part-To-Part13.422080.532199.93TotalVariation13.431480.5882100.00NumberofDistinctCategories=37CapabilityOfYDMAIC8070605040LSLProcessDataSample?N30StDev(Within)10.60773StDev(Overall)10.58418LSL80.00000Target*USL*SampleMean59.60000Potential(Within)CapabilityCCpk-0.64OverallCapabilityZ.Bench-1.93Z.LSL-1.93Z.USL*PpkZ.Bench-0.64Cpm*-1.92Z.LSL-1.92Z.USL*Cpk-0.64ObservedPerformancePPM??LSL966666.67PPM??USL*PPM?Total966666.67Exp.WithinPerformancePPM??LSL972767.90PPM??USL*PPM?Total972767.90Exp.OverallPerformancePPM??LSL973035.40PPM??USL*PPM?Total973035.40WithinOverallProcessCapabilityofC13结论:现SigmaLevel=0.42目标SigmaLevel=5ProcessMapping选米输入类型输出色香味口感下锅输入类型输出注水加热X洗米保温冷却品尝XX米的种类X米的种类米量水量水的种类洗涤器具X米量米的种类锅的种类X米量米的种类水量水的种类锅的种类X过程过程DMAIC色香味口感色香味口感色香味口感色香味口感米的种类米量水量水的种类锅的种类加热时间加热原料米量米的种类水量水的种类锅的种类米量米的种类水量水的种类锅的种类冷却时间色香味口感色香味口感C&E矩阵DMAICRatingofImportancetoCustomer331010123456789101112131415色香味口感TotalProcessStepProcessInput1选米米的种类3333782洗米米的种类3333783洗米米量00991804洗米水量90992075洗米水的种类3333786洗米洗涤器皿1111267下锅米量00991808下锅米的种类3333789下锅锅的种类11112610注水米量009918011注水米的种类33337812注水水量909920713注水水的种类33337814注水锅的种类11112615加热米量009918016加热米的种类33337817加热水量909920718加热水的种类33337819加热锅的种类11112620加热加热时间999923421加热加热原料00134022保温米量009918023保温米的种类33337824保温水量909920725保温水的种类33337826保温锅的种类33337827冷却米量009918028冷却米的种类33337829冷却水量909920730冷却水的种类33337831冷却锅的种类1111632冷却冷却时间333378330340Total8491091000000000000MeasurePhaseSummary经过评分后，仍然比较重要的X有：它们对Y是否真的有影响,我们将在下一阶段对以上X因子作进一部的分析和验证。X1:米量X2:水量X4:水的种类X3:米的种类X5:加热时间DMAICCountPercentC23Count30.028.715.210.86.54.84.0Cum%30.058.7108073.984.791.296.0100.01035546390234172144PercentOther40003000200010000100806040200ParetoChartofC23Analyze验证计划X’sX1:米量X2:水量X4:水的种类X3:米的种类X5:加热时间统计方法2-Samplet2-Samplet2-Samplet2-Samplet2-Samplet责任人蚱蜢蚱蜢蚱蜢蚱蜢蚱蜢时间05.06.1905.06.2005.06.2105.06.2205.06.23DMAICX影响分析(推论统计—假设检验)DMAIC结论:P-value=0.0030.05在95%的置信区间内不能放弃对立假设，可以认为米量影响满意度。Y值:顾客满意度X值:米量H0假设:U200g=U400gH1假设:U200g与U400g不等目的:米量是否影响满意度Data400kg200g7060504030Boxplotof200g,400kgTwo-sampleTfor200gvs400kgNMeanStDevSEMean200g2541.047.791.6400kg2548.368.881.8Difference=mu(200g)-mu(400kg)Estimatefordifference:-7.3200095%CIfordifference:(-12.07004,-2.56996)T-Testofdifference=0(vsnot=):T-Value=-3.10P-Value=0.003DF=48BothusePooledStDev=8.3525X影响分析(推论统计—假设检验)DMAIC结论:P-value=0.0000.05在95%的置信区间内不能放弃对立假设，可以认为水量影响满意度。Y值:顾客满意度X值:水量H0假设:U2L=U4LH1假设:U2L与U4L不等目的:水量是否影响满意度Data4l2l807060504030Boxplotof2l,4lTwo-sampleTfor2lvs4lNMeanStDevSEMean2l2537.847.271.54l2565.489.011.8Difference=mu(2l)-mu(4l)Estimatefordifference:-27.640095%CIfordifference:(-32.2947,-22.9853)T-Testofdifference=0(vsnot=):T-Value=-11.94P-Value=0.000DF=48BothusePooledStDev=8.1848X影响分析(推论统计—假设检验)DMAIC结论:P-value=0.0000.05在95%的置信区间内不能放弃对立假设，可以认为米种类影响满意度Y值:顾客满意度X值:水量H0假设:Unorth=UsouthH1假设:Unorth与Usouth不等目的:米的种类是否影响满意度Datasouthnorth5550454035302520Boxplotofnorth,southTwo-sampleTfornorthvssouthNMeanStDevSEMeannorth2541.925.091.0south2535.205.361.1Difference=mu(north)-mu(south)Estimatefordifference:6.7200095%CIfordifference:(3.74698,9.69302)T-Testofdifference=0(vsnot=):T-Value=4.54P-Value=0.000DF=48BothusePooledStDev=5.2278X影响分析(推论统计—假设检验)DMAIC结论:P-value=0.3310.05在95%的置信区间内不能放弃对立假设，可以认为水种类影响满意度Y