02-DA_0_SIPOC_020716(CN-EN).ppt

SIPOC-Voice of the Customer SIPOC 客户之声,6s,SIPOC Module Objectives SIPOC模块要点,In this module you will 在这个模块中你将学到: Understand the purpose of the SIPOC 理解SIPOC的目的 Complete a SIPOC for your project 完成你项目的SIPOC,Identify the Process确定过程 Point when the Process starts定义流程什么时候开始 Name of the Process流程的名称 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 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 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 Team must agree to these boundaries团队成员必须对范围认可 Champion should have control over entire process倡导者必须要对真个过程可控 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 Customers What 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 Suppliers What Inputs does the Process require过程需要什么输入 Who supplies the Inputs?谁提供了这些输入 What Requirements does the Process put on the Inputs?流程对输入的要求是什么 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,What is a SIPOC? (什么是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SIPOC Keep 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.,The SIPOC Form (SIPOC 表),Process Name(过程名称):,Process Owner(过程拥有者):,Suppliers(供应商),Inputs(输入),Outputs(输出),(Providers of the require resources),(Resources required by the process),(Deliverables from the,process),Requirements (需求),Process(过程),Customers(客户),(Top level description of the activity),(Stakeholders who place the requirements on,the outputs),Input boundary (when the process starts),Process name过程名称,Output boundary (When the process ends),Requirements (需求),输出界限 (过程结束时),输入界限 (当过程开始时),(需求的资源的提供者),(过程需求的资源),(各项活动高层次的描述),(过程的交付成果),(对输出提出要求的干系人),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,Define Reduce E&O Risk Project SIPOC,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),Develop a draft of the SIPOC for your project 建立你项目的SIPOC Verify the top level process. 核实高层次的过程 Verify the links between customer requirements and process outputs. 核实过程输出及客户需求之间的联系 Verify the links between process requirements and inputs. 核实过程输入及过程需求之间的联系 Compare the team problem statement to the gaps in requirements. 比较项目问题陈述及各项需求之间的差距 Define the data collection requirements. 定义数据收集的要求 Verify that the appropriate team members are included