Đang chuẩn bị liên kết để tải về tài liệu:
SIX SIGMA FOR EVERYONE PART 4

C H A P T E R 4 10 Technical Tools to Master While on a Six Sigma Team. Chapter 4 addresses the 10 most important technical tools a Six Sigma team member needs to master as they progress through the DMAIC methodology. | CHAPTER 10 Technical Tools to Master While on a Six Sigma Team In Chapter 3 we reviewed the steps a team goes through as they attempt to improve the sigma performance of a process. Chapter 4 addresses the 10 most important technical tools a Six Sigma team member needs to master as they progress through the DMAIC methodology. While these tools are considered technical in nature most of them are relatively easy to learn and apply. They are covered in the order they are used in the DMAIC methodology. Tool 1 The Critical to Quality CTQ Tree The critical to quality tree is used in the second tollgate of the Define phase of DMAIC. It is used to brainstorm and validate the needs and requirements of the customer of the process targeted for improvement. 67 68 SIX SIGMA FOR EVERYONE The steps in creating a CTQ tree are as follows Identify the customer of the process targeted for improvement. A customer is the recipient of the product or service of the process. Identify the need of the customer that is either the product or service desired by the customer. Identify the first level of requirements of the need that is some characteristic of the need that determines whether the customer is happy with the need. Drill down to more detailed level s of the requirement if necessary. Some requirements of the customer dictate greater specificity. If so the tree will need to be created in greater detail. Figure 4.1 shows an example of a CTQ tree for a health care provider where the customer of the patient registration process is the patient. The need of the patient is to be registered. However you can also see that there are requirements of the patient that will determine whether the patient has been satisfactorily registered. Need 1st Level 2nd Level Type of room Accuracy Hospital ward Registration Timeliness Courtesy General need Behavioral requirement Figure 4.1 Health care provider CTQ tree. 10 Technical Tools to Master While on a Six Sigma Team 69 Keys to Using This Tool Always .