SIPOC培训教材(6SIGMA基础知识).ppt

SIPOC培训教材,龍元2014/01/15,定义顾客，把提供给顾客的结果物(Output)是什么，提供这个Output的重要Value(价值）Chain（链）是什么公式化，可以分为PROJECT（计划）SIPOC 和PROCESS（流程）SIPOC两种.,WHAT,通过SIPOC，可以明确Project 或者Process的整体轮廓,也可以用于设定Project的范围.,WHY,SIPOC,SIPOC,作为Process的结果生成的结果物,从内部或者外部接收 Process生产品的所有人/工序,Process 实行所需要的材料，资源及data,向Process提供资源的所有人/工序,特定Process的边界,供应商为满足客户公司的要求，必须向客户公司 Process提供什么?,如何确认公司 Process的 Output能否满足顾客的要求？,S,Supplier,C,Customer（顾客）,O,Output（产出物）,I,Input,P,Process,要求事项,Process Map,活动(Activity),决裁承认,Process的方向，flow（流动，循环）,Process的起始,INPUT,OUTPUT,Outputs,Customer,Input,Supplier,Boundary,SIPOC的构成,SIPOC,Boundary（界线）,Boundary,SIPOC,要求事项,SIPOC,概念理解SIPOC是根据顺序标示Process最重要阶段的内容,用在什么地方?适用于Project Team 理解Process，设定Team 活动范围时。SIPOC 制作的好处把复杂的Process简单化，能够使我们视觉上一目了然地确认.可以看出Team 的整体的Process，能够维持活动的初衷.能够使事业相关的内/外部人员很简单的理解Process.,P,S,I,O,C,供应商,输入,Process,输出,顾客,也用作COPIS,S:Supplier I:Input P:Process O:Output C:Customer,要求事项,SIPOC,要求事项,What is a SIPOC?,S,Suppliers 供应商,I,C,O,P,Input 输入,Process 过程,Outputs 输出,Customers 客户,Input Boundary 输入边界,Output Boundary 输出边界,Requirements 需求,Requirements 需求,Suppliers 供应商Provide the inputs to the process 向过程提供输入 Input 输入Resources required by the process 过程需要的资源Input Boundary 输入边界Specifies when the process starts 指定过程的开始点Input Requirements 输入要求What the process requires of the inputs.Measurable,quantifiable.过程对于输入的需求,可测,可量化Process 过程The activity which transforms inputs to outputs 把输入转化为输出的活动,Output Boundary 输出边界Specifies when the process ends 指定过程的结束点Outputs 输出Delivered products or services 已交付的产品或服务Output Requirements 输出要求What the customer requires of the outputs.Measurable,quantifiable.客户对于输出的需求,可测,可量化Customers 客户Stakeholders who place the requirements on the outputs 对输出提要求的干系人,SIPOC Benefits(SIPOC 的益处),The SIPOC will:SIPOC 将会帮你:Identify potential competing requirements 找出各项要求间的潜在冲突Establishes Team participants 建立团队及参与者Identify suppliers and customers 确定供应商及客户Establish the scope of the project,and satisfy stakeholders that the problem area is captured in the process 确立项目范围,满足干系人并保证问题区域已包含在项目过程中Build team consensus on project scope 建立团队对于项目范围的一致性Target the right metrics for verifying customer requirements 建立正确的目标及方法来验证客户的需求Identify gaps in project deliverables 找出项目交付成果的差距,Preparing the SIPOC(准备SIPOC),Team Effort:团队的努力:Champion 盟主Process owners 过程业主Team Leader(Black Belt)团队领导(黑带)Green Belt 绿带 Inputs to preparing the SIPOC:准备SIPOC的输入:Financial goals for the company and for the project 公司及项目的财务目标Defect data and quality goals for the project 项目中的缺陷数据及质量目标Voice of Customer 客户之声 Iterative Process:反复完善的过程:When first establishing the scope of the project,take a short time to develop the initial draft of the SIPOC 当最初完成项目范围定义的时候,花较少的时间起草SIPOC的初稿After the first pass,talk to customers and suppliers and get their input 完稿后,同供应商和客户沟通,得到他们的输入When the boundaries are better defined,get the team together and revisit the SIPOC in more detail 当界限进一步澄清后,召集团队成员审核SIPOC,得到更多细节.A project might require multiple SIPOCs 一个项目可能需要多个SIPOCKeep a revision date on the SIPOC-Its a living document!在SIPOC上保留修订日期-它是一个“活”文档.,SIPOC Steps(SIPOC 步骤),Identify the outputs 定义输出,Identify the customers for each output 定义各个输出相对应的客户,Identify the process and its boundaries 定义过程及它的界限,List the requirements for each output 列出各个输出的要求,Identify the inputs 定义输入,Identify the supplier for each input 定义各个输入对应的供应商,List the requirements for each input 列出各个输入的要求,Scoping the Project(定义项目范围),The scope of the project is given by the magnitude of the process between the process boundaries.项目的范围是由过程界限内的过程数量来决定的.Ensure that the Champion has span of control across the process between the boundaries.保证盟主在过程界限内的控制权利Resolve conflicts over the expectations for the process boundary 解决对于设定过程界限产生的冲突Ensure that the team is empowered to map the process between the boundaries 激励团队绘制界限内的流程图Verify with the customer that this scope captures his issues.同客户确认界定范围包含了他的想法Ensure that the outputs are in fact produced within this scope.保证输出能够在范围内产生,Selecting Team Members(选择团队成员),Include the voice of the customer 包含客户之声In person,if possible 如果可能,邀请客户本人参加If not in person,at least written requirements made available to all the team 如果客户本人不能参加,至少使团队成员得到书面材料Include the process owners and workers 包含过程业主及专家They have the most impact on the customer 他们对于客户影响最大They know their requirements best 他们最了解客户需求Include the supplier 包含供应商Suppliers perform better when part of the team 作为团队一部分,供应商表现得更好Suppliers give priority to teams where there are directly involved 只有直接参与,供应商才能将团队置于优先位置,Identifying Requirements 定义需求,Get specific data about all the requirements:得到关于需求的特定数据target values,spec 目标值,规范标准print numbers 直观的数据training module numbers,etc 培训模块数据,等Ask these questions:提下列问题What requirements are we measuring currently?我们当前测量什么?Are all the requirements measurable?所有的需求是否可测?If a requirement is not being measured,what is the impact?如果需求不可测,它的影响是什么?Prove to yourself that customer requirements are flowed upstream and reflected in supplier requirements 验证了客户需求可以追溯到供应商的需求,Identifying Gaps 确定差距,Ask these questions:提问下列问题Are there outputs without requirements?输出是否没有对应的需求?Is there a requirement but no matching input or output?需求是否没有对应的输入或输出?Is it clear who the customers are?客户的定义是否清晰?Do all agree on the input and output boundaries?是否所有的成员同意输入和输出界限?,过程名称：所有者：,供 应 商（提供资 源）,输 入（提供的资 源）,过 程（活动的充分描述）,输 出（过程的结果）,客 户对输出提出要求的产品/服务的所有者,要 求,要 求,指导者 给出发射距离,确定和测量 实验效果,发射飞弹,指导者,指导者,实验小组,飞 弹,弹 弓,经验：接受过装配和使用的培训,发射准备：10发射/分钟：6 次射程：3 120英寸弹弓的有效工作时间：1000 H,弹射效果,在设定的时间内完成,指导者,指导者,SIPOC Example(范例)The Statapult(弹射器),Summary,The SIPOC initiates a project SIPOC是项目的开端The SIPOC helps define the project scope thus avoiding project failure SIPOC帮助定义项目的范围,这样能够避免项目的失败It builds team consensus 达成团队意见一致It resolves conflicts 解决冲突It includes information necessary to:它包含了下列必要的信息:Balance competing customer requirements 平衡不同的客户需求Identify gaps 定义差距Verify team and information resource requirements.审核团队及信息的资源需求SIPOC helps process owners define metrics for inputs and outputs:SIPOC帮助过程业主定义输入和输出要素Use the right metrics 使用正确的方法Verify them continuously 持续验证,SIPOC制作流程,Process定义,顾客的CTQ 定义,顾客,Needs,输出确认,主要Process确认,重要的输入输出,供给输入的供应商确认,定义顾客的CTQs和对应的规格,明确顾客的CTQ和对应的 输出,整体 Process分为 57阶段导出整体 Process相关的Team 成员间的协议,重要的输入,明确供应商,决定Process 名字决定边界(结束阶段和开始阶段)开始阶段:从供应商接收输入的第一个起点 结束阶段:把产品交付给顾客的时点,SIPOC,*CTQ:Critical To Quality(核心品质特性),SIPOC,Step 1,Start Boundary:,Step 2,Step 3,Step 4,Step 5,End Boundary:,SIPOC,SIPOC,Identify the Process确定过程1.Point when the Process starts定义流程什么时候开始2.Name of the Process流程的名称3.Point when the Process stops定义流程什么时候结束Start and Stop Points are Key起点和终点至关重要1.Span of these points will determine project scope起点和终点之间的范围就决定了项目的范围2.May start wide and narrow through the project项目开始时范围可能大一些，在项目进行时可以缩小3.Team must agree to these boundaries团队成员必须对范围认可4.Champion should have control over entire process倡导者必须要对真个过程可控5.Issue from Problem Statement should come from within the process boundaries问题描述中提到的过程应该在过程范围之内,Identify Outputs and CustomersWhat does the Process make?Product and Service过程产生了什么-产品和服务Who uses the Outputs?谁使用这些输出What Requirements do the Customers put on the Outputs?客户对输出的要求是什么All Outputs should have Customers and Customers have Outputs,though they may not be one to one所有的输出都要针对于客户，客户都要有期望输出，尽管它们可能不是一一对应的。,Identify Inputs and Suppliers1.What Inputs does the Process require过程需要什么输入2.Who supplies the Inputs?谁提供了这些输入3.What Requirements does the Process put on the Inputs?流程对输入的要求是什么4.All Inputs should have Suppliers and Suppliers have Inputs,though they may not be one to one所有的输入都要有输入者，所有的输入者都要有输入，尽管它们可能不是一一对应的,顾客要求事项 把握,想开一家名为YANTAI饭店的炸酱面店，总经理向 DICC 员工进行了顾客的要求事项相关的设问调查.在很多种要求事项的品质特性中，最重要的一项是炸酱面的 味道.为定义炸酱面的味道，进行了一次调查的结果如下,炸酱 sauce不要咸，稍微甜一点，面要筋道，弹力适度.,Voice of Customer,希望服务员态度亲切,希望饭店内部干净,希望炸酱面味道好,希望价格优惠,希望上菜快,希望停车场空间大,品质特性,服务员的亲切程度,饭店内部清洁,炸酱面的味道,炸酱面的 价格,炸酱面的提供时间,停车场的面积,核心品质特性(CTQ),炸酱面的味道,炸酱面的 味道相关的要求事项:必须满足炸酱sauce的糖分57%,炸酱面的弹性10 N/m 14 N/m味道好,SIPOC,SIPOC制作实例,SIPOC制作实例,预备工序图 制作,SIPOC,杂酱面的Bill of Material,杂酱面,炸酱sauce,杂酱面,甜面酱,洋葱,猪肉,土豆,食用油,红糖,糖,面条,水,预备工序图,和面,拉面Cutting,煮面,混合,蔬菜,肉 cutting,肉 1次炒,蔬菜 2次炒,甜面酱3次炒,蔬菜清洗和处理工作交给外包公司.,蔬菜,肉 cutting,肉 1次炒,蔬菜 2次炒,甜面酱 3次炒,混合,和面,拉面,Cutting,煮面条,SIPOC,SIPOC 制作,SIPOC制作实例,