文档介绍：A Breakthrough Strategy to Move to a Higher Level of Customer Satisfaction Performance
6
Understanding Six Sigma
What
Where
Why
How
Much
How
When
Who
6
Customer Driven Six Sigma
Framework description will follow the standard quality systems methodology of the 5 Ws and 2Hs:
What (what is Six Sigma)?
Why (why do it; why should we care)?
Where (Where is it applied; where is the emphasis)?
When (when is the best time)?
Who (who is involved)?
How (how do we do it)?
How Much (how much will it cost versus save)?
What is Customer Driven 6-Sigma?
A break through strategy to significantly improve customer satisfaction and shareholder value by reducing variability in every aspect of our business
A “Layman’s” Definition
Three dimensional problem solving focused on high-leverage opportunities with high-yield returns
A Technical Definition
A statistical term signifying defects per million opportunities
Customer Driven Six Sigma
Customer Driven Six Sigma
Vision
Goal
Philosophy
Metric
Method
Tool
Symbol
Benchmark
Value
What Is Six Sigma?
A level of performance that reflects significantly reduces defects in products
A statistical measurement of process capability, as well as a benchmark parison
A set of statistical “tools” to help measure, analyze, improve, and control processes
mitment to customers to achieve an acceptable level of performance

Sigma is a letter
in the Greek Alphabet
A Means to Stretch Quality Thinking
Customer Driven Six Sigma
What Makes Six Sigma Different?
mitment, Competence, and Involvement
Methodology and Tools
Data Driven
Statistically Validated
Best People 100% Dedicated to Defect Reduction
Project Focused
Another View
LSL
USL
USL
LSL
Off-Target
Large Variation
On-Target
Center
Process
Reduce
Spread
The statistical view of a problem
USL
LSL
LSL = Lower spec limit
USL = Upper spec limit
NATURE OF THE PROBLEM: A STATISTICAL PERSPECTIVE
Evolution of Six Sigma Quality
Six Sigma
Product Quality – 1940s
Process
Q