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页数:18页
时间:2019-11-24
《组织品质管理成功之道-Vibrant》由会员上传分享,免费在线阅读,更多相关内容在教育资源-天天文库。
1、TheSixSigmaRevolution第二章TheStrategyofSixSigma王德榮90423027/22/20211TotalQualityManagementOverview組織品質管理成功之道-Vibrant,vocal,knowledgeable,andmostimportant,involvedmanagement.本章闡述管理階層如何確保品質改善計畫能成功。事實上,我們不能怪罪管理階層的不參與-Humannaturetellsuswekeepdoingthethongsthatworkforus.以TheWestinTaborCenter為案例貫穿本章。7/22
2、/20212TotalQualityManagementEffectivenessandEfficiencyEffectiveness效益/效果-thedegreetowhichanorganizationmeetsandpreferablyexceedsacustomer’sneedandrequirement.Efficiency效率-referstotheresourcesconsumedinattemptingtobecomeeffective.作者調查知-Anaverageorganizationexperiencesover50﹪isefficiencyandover70﹪i
3、seffectiveness.7/22/20213TotalQualityManagementTheeightessentialstepsStep1-CreationandAgreementofStrategicBusinessObjectives策略目標的建立與共識Toobtainsupportandactiveinvolvementofmanagement,thequalityinitiativemustbelinkedtotheongoingstrategicbusinessobjectivesoftheorganization.品質管理必須與公司的策略目標結合7/22/20214
4、TotalQualityManagementCreationandAgreementofStrategicBusinessObjectivesBusinessObjectivesofTheWestinTaborCenter1.GOPAR-GrossOperatingProfitperAvailableRoom追求每一個客房的最佳利潤2.MaintenanceofTheirAAAFour-StarRatingAAA-AmericanAutomobileAssociation3.EmployeeSatisfaction-員工滿意是客戶能滿意的保證,這對旅館業是特別重要。TheWest
5、inTaborCenter在這些地方都需要改善7/22/20215TotalQualityManagementStep2-CreationofCore,KeySub-,andEnablingProcess功能式組織都相信它自己具效益與效率,其實不盡然。功能式組織某一單位的的目標可能與公司整體目標相違背。組織必須確認其達成目標的coreandsub-process。CoreprocessesofWestinareRooms,EventsandOutlets.Roomscoreprocess是策略目標GOPAR的關鍵。Enablingprocess-notnecessarilybelongt
6、oanyonecoreprocess,forexamplethepayrollprocess,employeeacquisitionprocess.7/22/20216TotalQualityManagementStep3-IdentificationofProcessOwner每一processowner指派到每一Core,KeySub-,andEnablingProcess.Processowner並非單位主管莫屬Processowner應具備下列能力-Sub-process領域知識,領導及説服才能,瞭解及鑑賞businessprocessmanagement,能體會流程成功與失
7、敗之滋味,能尊敬其他前後流程的每一個人。7/22/20217TotalQualityManagementIdentificationofProcessOwnerEnablingprocess有時也應如Sub-process一般管理BusinessPerformanceManagement-將重要關鍵的Enablingprocess提昇成為Coreprocess以Westin為例-employeedevelopment也變成Core
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