1、Measure Performance,Introduction and Determine What to Measure,1.0 Define Opportunities,2.0 Measure Performance,3.0 Analyze Opportunity,4.0 Improve Performance,5.0 Control Performance,1.1Validate Business Opportunity 1.2 Document and Analyze Processes 1.3 Define Customer Requirements 1.4 Build Effec

2、tive Teams,2.1 Determine what to measure 2.2 Manage measurement 2.3 Understand variation 2.4 Determine Sigma Performance 2.5 Excellent team performance,3.1 process stratification and Analysis 3.2 determine root causes 3.3 validate root causes 3.4 manage creativity,4.1Generate improvement ideas 4.2 e

3、valuate and select solution 4.3 present recommendations 4.4 Implement change,5.1 Develop and Execute pilot plan 5.2 plan and implement solution 5.3 process integration 5.4 closure and recognition,Review and Transition,In Section 1.4,we learned how to： Understand the role of effective teams in proces

4、s improvement. Apply team evaluation tools to identify opportunities to improve team effectiveness. Section 2.0，Measure Performance, covers the following areas:,Prepared Team,2.1 Determine what to measure,2 .2 Manage Measurement,2.4 Determine Sigma performance,2.3 Understand Variation,2.5 Excellent

5、Team Performance,Summary of 2.0 “ Measure Performance”,2.1Determine What to Measure Understand the role that data plays in process improvement Understand the cause and effect relationships that occur inside the teams process Determine the indicators needed to evaluate current process performance 2.2

6、Manage Measurement Understand different types of data and how each type can provide the team with different insights and knowledge of a process Develop operational definitions and data collection plans that build validity and consistency in the data which the team gathers 2.3Understand Variation Und

7、erstand the concept of variation and how a process can be evaluated by assessing its variation over time Plot and calculate the variation of the teams business process Gain hands on experience with the use of the statistical software package MINITABTM 2.4Determine Sigma Performance Understand the va

8、rious calculations associated with determining process sigma Calculate the sigma performance of the teams process Calculate the rolled-up Sigma for the business 2.5Excel Team Performance Understand the role of high-performance work teams in process improvement Use team diagnostics and assessments to

9、 evaluate the team strengths and opportunities for improving its own performance,Measure Performance-2.1,Determine What to Measure,2.1Determine What to Measure,Objective To identify different types of measures and an understanding of how the measures relate to critical customer requirements. Key Top

10、ics Performance Measurement Input, Process,and Output Indicators Indicator Relationships,Performance Measures-Customer Value Achieved?,Process Elements and Indicator Relationships,Effective improvement requires information from the entire supplier-customer,cause and effect relationship.,Process,Star

11、t Boundary_,End Boundary_,Input, Process and Output Indicators,Efficiency Measures Cost per transaction Time per activity Amount of rework Turnaround time Variability of an activity,Efficiency Measures Percent defective Number of errors Total response time Invoice/billing accuracy Revenue,Input Indi

12、cators,Process Indicators,Output Performance Indicators,CTQS CTPS,Process Output Indicators includeCTQs the standard deviation of s is 1.2 minutes; and critical customer requirement or CCR is 10 minutes.,Sigma Calculation Table,*note: This table does not include a 1.5 shift. If you enter this table

13、with long-term data then you calculate long-term Sigma and if you enter with short-term data then you calculate short-term Sigma Both Motorola and GE Capital assume that you enter their A bridged Sigma Table with long-term data and exit with a short-term Sigma. In order to do this,they assume a shif

14、t of 1.5 Sigma between short-and long-term Sigma. Therefore,if long-term yield equates to a standard normal area of 4.5 Sigma(or 3.4 DPMO)then they assume a 1.5 shift and report short-term Sigma of 6.0.,*,*,Upper and Lower CCRs,Combine into a single yield,Calculations Defects greater than USL=0.299(

15、29.9%) Area from zero to USL=1-0.299=(0.711(71.1%) Defects less than LSL=0.013(1.3%) Area from zero to LSL=0.013(1.3%) Yield=0.711-.013=0.70(70%) Look up Yield of 0.70 in Sigma Table Z=0.5(approximately),4.Calculate Sigma Performance,I Continuous,II DPMO Method,Discrete,V Sigma Roll-up,III High Volu

16、me,IV Low Volume,Calculating Process sigma,Select the appropriate method,Breakfast Example,Now lets review an example of how process outputs, critical customer requirements,and the standard normal distribution are combined to determine the process sigma. A hotel provides room service meals to its gu

17、ests,and from numerous guest surveys and research, has designed a service that guarantees a breakfast meal delivery within 10 minutes of the time requested by its guest. They have determined an early delivery will inconvenience the guest as well as a late delivery, especially in the morning. Data fr

18、om a one week operation has been gathered and is shown here. What is the process sigma of the breakfast delivery?,100,0,Frequency,Delivery Time Deviation,Low Customer Limit,Upper Customer Limit,Target,Defects,Calculating Sigma with Discrete Data,Taking another look at the “Breakfast Delivery” data w

19、eve been using, lets examine a very direct way to calculate process yield. By examining the raw data, we can count the number of delivery times that do not meet customer requirements and translate that directly into a defect calculation referred to as Defects Per Million Opportunities, or DPMO。,DPMO

20、 Defined,DPMO=Defects Per Million Opportunities =1M x where：D*=total number of defects counted in the sample: a defect defined as failure to meet a CCR or Critical Customer Requirement N=number of units of product or service O=number of opportunities per unit of product or service for a customer def

21、ect to occur M=million *There must be at least 5 defects and 5 non-defects to use the DPMO formula.,DPMO Example,Using the previous example, lets calculate the DPMO and the process sigma Using this method from the data set on breakfast delivery times: D=205 N=725 O=1（There is only one opportunity fo

22、r a defect per breakfast delivery. Either the delivery is within the customer limits or not.） DPMO= Using the Sigma Calculation table, enter the DPMO column and look up the process sigma directly. The relationship between DPMO and process sigma is as follows: Process Yield=1-DPU Where DPU=Defects/un

23、it In our example, Process Yield =1-.2826=0.7174 or 71.74% sigma=.058,Sigma Calculation for Breakfast Example,Objective: To practice calculating Sigma Information Provided: Mean=5minutes Standard=10minutes USL=+10minutes LSL= -10minutes Q.Determine the Sigma for continuous data,Review and Transition

24、,In 2.4 Determine Sigma Performance, we learned: The various calculations associated with determining process sigma. How to calculate the sigma performance of the teams process. In 2.5, Excel Team Performance, we will learn: The role of high-performance work teams in process improvement. How to use

25、team diagnostics and assessments to evaluate the team strengths and opportunities for improving its own performance.,Process Performance Based on Customer Requirement,Measure Performance 2.5,Excel Team Performance,2.5 Excel Team Performance,Objective To enable the team to reach a high level of perfo

26、rmance fully utilizing team member skills, knowledge, and experience working collaboratively. Key Topics Norming Stage Teaming Techniques Performing Stage,Productive Team Atmosphere,Summary of 2.0 “Measure Performance”,2.1 Determine What to Measure Understand the role that data plays in process impr

27、ovement Understand the cause and effect relationships that occur inside the teams process Determine the indicators needed to evaluate current process performance 2.2Manage Measurement Understand different types of data and how each type can provide the team with different insights and knowledge of a

28、 process Develop operational definitions and data collection plans that build validity and consistency in the data which the team gathers 2.3understand Variation Understand the concept of variation and how a process can be evaluated by assessing its variation over time Plot and calculate the variation of the teams business process Gain hands on exp