SixSigma8 #6 업무의 흐름 파악하기 Part 1 - Determining the Chain of Events In This Chapter ▶ Following a chain of events from start to finish using a process stapling ▶ Drawing a spaghetti diagram to see how the work gets done ▶ (Creating a map of the process) To improve a process, you need to know precisely how these processes work. Only after you understand how the process works can you see the opportunity for improvement in your process and manage performance bett.. 2021. 3. 27. #5 고객의 니즈(Needs) 파악하기 Part 2 - Understanding Your Customers' Needs In This Chapter ▶ CTQs and Customer requirement ▶ Outside-in Thinking ▶ Jack Welch in GE deployed outside-in thinking concept Considering Critical to Quality Customer Requirement When you've collected the VOC information, you need to develop the CTQs. Write the CTQs in a measurable form: they provide the basis for your process measurement set. This set will enable you to put the right measur.. 2021. 3. 27. #4 고객의 니즈(Needs) 파악하기 Part 1 - Understanding Your Customers' Needs In This Chapter ▶ Introducing Kano ▶ Hearing the voice of the customer ▶ Putting your customer first ▶ Gauging how well you do We will often make references to the 'voice of the customer' and to CTQs (critical to quality requirements). The voice of the customer(VOC) helps you understand customer requirements. The CTQs are vital elements in Lean Six Sigma, providing you with the basis to assess.. 2021. 3. 27. #3 당신의 고객은 누구인가?(SIPOC Diagram) - Identifying Your Customers In this chapter ▶ Finding out the fundamentals of processes ▶ Engaging with internal and external customers ▶ Creating a map of your processes Understanding the Process Basics A process is a series of steps and actions that produce an output in the form of a product or service. Ideally, each process should add value in the eyes of the customer. Then let's not confuse the process with the pro.. 2021. 3. 27. 이전 1 2 다음
