Читать книгу Lean Six Sigma For Dummies - Martin Brenig-Jones - Страница 20

Some simple principles underpin Six Sigma:

 Understand the CTQs of your customers and stakeholders. To deliver the best customer experience, you need to know who your customers are and what they want — their requirements and expectations. CTQ is short for Critical To Quality, and CTQs are the performance requirements that matter most to your customers. To understand these you need to listen to and understand the voice of the customer (VOC). Chapter 4 contains more information on these important elements.

 Understand your organization's processes and ensure they reflect your customers’ CTQs. You need to know how your processes work and what they’re trying to achieve. A clear objective for each process should exist, focused on the customer requirements (the CTQs).

 Manage by fact and reduce variation. Measurement and management by fact enables more effective decision-making. By understanding variation, you can work out when and when not to take action.

 Involve and equip the people in the process. To be truly effective you need to equip the people in your organization to be able, and to feel able, to challenge and improve their processes and the way they work.

 Undertake improvement activity in a systematic way. Working systematically helps you avoid jumping to conclusions and solutions. Six Sigma uses a process called DMAIC (Define, Measure, Analyze, Improve and Control) to improve existing processes. We cover DMAIC in Chapter 2. In designing new processes, we use DMADV (which is covered in Chapter 14).

You’ll recognize some similarities with the principles of Lean outlined earlier in the chapter, and some new concepts. Let’s look at those concepts in a little more detail, focusing on measurement and variation in particular. Some of the content might seem a little heavy — we want you to have a clear explanation of the concepts — but remember that pragmatism is a theme of this book.