6Sigma培训材料-流程图

引领行业方向，推动锂电发展
一切为了客户价值最大化
深圳市贝特瑞新能源材料股份有限公司 深圳市新型储能材料工程研究中心 深圳市自主创新行业龙头企业

Six Sigma 培训教材
Process Mapping 流程图
准备者：方三新 Apr. 2009

Objectives of the Module 模块目的
WHY it is important to process Map 为什么流程图很重要 WHERE it fits in with the Breakthrough Strategy 它适合突破性策略的什 么地方 WHEN to Process Map - Learn how Process Mapping fits in with Process Improvement 什么时候画流程图－学习流程图怎样适应流程改善 WHAT types of Process Map - Overview the uses of a Process Map 什 么类型的流程图－概观流程图的使用 Learn HOW to build a Process Map, step by step 学习该如何一歨一歨地 建立一张流程图 WHO should be involved in the Process Mapping 谁应该参与流程图 Complete a Process Mapping Exercise 完成一个流程图练习 Review examples of Process Maps 回顾流程图的例子

What is a Process Map? 流程图是什么?
A graphical representation of a process flow identifying the steps of the process, the x’s and y’s of the process and opportunities for improvement. 程序流的 图解式 的表现方式，以识别出流程的步骤， 流程的输 入 和输出，以及改进的机会。
Sales
Typical Order Fulfillment Process
Order Entry
Is order correct? No Call Customer and make corrections. Yes
Warehousing
Yes
Customer Places Order
Send order to warehouse for picking
Is Product Available? No
Pick product for order
Does Customer have other shipments? Yes
Transportation
No Ship Order Customer Receives Order
Will Customer allow consolidated shipments? Yes
No
Consolidate Orders
Manufacturing
Will product be available before order ships? Yes No Is production scheduled to manufacture product? Yes No Can production manufacture product in time for shipping? Yes No Will Customer accept backorders? Yes No Cancel Order
Place order on hold until product available
Expedite manufacturing schedule
Process maps need to be modified to fit the particular needs of Process maps need to be modified to fit the particular needs of any specific process. 要修改流程图以符合一些特殊流程的特别要求。 any specific process. 要修改流程图以符合一些特殊流程的特别要求。

The Process Map has many uses 流程图的用途
? Provides a step-by-step picture of the “as-is” situation for discussion and/or communication. 提供 “现在的样子” 情形的一张 按部就班的图形用于讨论及[或] 沟通。 Defines and highlights areas for improvement in a process. These can either be elimination of non-value added steps or addition of needed steps, depending on the desired outcome of the process. 定义和突出流程的改进区域。某些或是非价值的能去除的附加步骤 或是需要的增加的步骤, 取决于对流程结果的期望。 Documents hidden factory. 证明隐藏的工厂。 Process maps can be used on any type of process: Process maps can be used on any type of process: manufacturing, design, service, or administrative. 流程图可以 manufacturing, design, service, or administrative. 流程图可以 用在任何类型的流程上: 制造业, 设计, 服务或管理。 用在任何类型的流程上: 制造业, 设计, 服务或管理。
?
?

Customers and their requirements 客户和他们的需求
1. Who are your customers? (internal and external) 谁是你的客户？(内部的和外部的) 2. What goods/services do you provide your customers? 你向客户提供什么产品/服务？ 3. What is critical to satisfy/delight your customers and distinguish their level of importance? (the customer rates the importance). i.e VOC. 什么是使客户满意/高兴的关键点，区分它们的重要水平？(客户评价重要性)。 如 VOC (客户心声) - Quality 质量 - Cycle Time 周期时间 - Cost 成本 - Other 其它 4. Have a well defined problem statement. 有一个好的问题陈述。

SIPOC Process Maps SIPOC 流程图
Suppliers供应商
The people or organization that provides information, material, and other resources to be worked on in the process 为流程提供信息，材料和其他的资源的人员或机构
Inputs输入
The information/materials provided by suppliers that are consumed or transformed by the process 由供应 商提供的，在流程中被消耗或转化的信息/材料
Process流程
The series of steps that transform input into the output 一系列的把输入转变成输出的步骤
Outputs输出
The product or service used by the customer 被客户使用的产品或服务
Customers客户
The person, group, company or another process that receives the process outputs 接收流程输出的人员， 团体，公司或另外一个流程

Steps to Construct the SIPOC Diagram 构造 SIPOC 图表的步骤
1. Begin with the Process. List down the high-level process in order (typically Process about 4 to 5 steps) 由流程开始。按次序列出高阶层的流程( 典型地大约 4 到 5 个步骤) Identify the Outputs of this Process. 识别流程的输出。 输出 Identify the Customers that will receive the Outputs of this Process. 识别将会 接受这个流程的输出的客户。 客户 Identify the Inputs required for the Process to function properly. 识别流程适当 运行所需求的输入。 输入 Identify the Suppliers of the Inputs that are required by the Process. 识别流程 需求的输入的供应商。 供应商
2. 3. 4. 5.

SIPOC example SIPOC 例子
A SIPOC for Making a Cup of Tea 泡茶的 SIPOC
Suppliers 供应商
? ? ? ? ? ? ? ? ? ? ? ? ? Type of tea | 茶的类型 Cold Water | 冷水 Quantity of Milk | 牛奶的量 Time Tea Bag is left in 泡茶包的时间 Time from pouring to delivery 从倒出茶到送茶的时间 Ambient temperature | 环境温度 Season | 季节 Time of day | 一天中的时间 Person Brewing up | 泡茶的人 Kettle type | 茶壶类型 Waitress/Waiter | 女侍者/男侍者 Kettle Thermostat | 茶壶自动调温器 Time from Boiling to pouring 从煮沸到倒出茶的时间
Process 流程
Customers 客户
? ? ? ? ? ? ? ? ? Mug Colour | 茶杯颜色 Tea Colour | 茶的颜色 Mug fill level | 茶杯内茶的份量 Delivered Tea Temperature 送上的茶的温度 Strength of Tea | 茶的浓度 Mug type | 茶杯类型 Mug Cleanliness | 茶杯的清洁 Kettle type | 茶壶类型 Waitress/Waiter | 女侍者/男侍者
Process Inputs | 流程输入
Process Outputs |流程输出

SIPOC Applications SIPOC 的运用
? ? ? ? ?
Identifying boundaries of the project 识别项目的边界 Understanding the scope 了解范围 Identifying high-level relationships between suppliers and inputs to the process 识别在流程的供应商和输入之间的高阶层的关系 Determining key customers (internal and external) 决定主要客户 ( 内部 的和外部的) Helps maintain a “big picture” perspective, to which additional detail can be added 帮助维持一种“大的照片”的远景, 哪一个额外的细节可以被增加

Exercise 练习
选择一个现实生活中的例子构建SIPOC
Suppliers 供应商 Process 流程
Customers 客户
Process Inputs | 流程输入
Process Outputs |流程输出

Detailed Process Maps or Flowcharts 详细的流程图或流程表
? ? Purpose 目的 : To document and graphically represent the steps/tasks, sequence and relationships within a process of system. 用文件和图表形式表现一个流程系 统中的步骤/任务、序列和关系。 Applications 应用 : Identifying problems 识别问题 Defining process scope 定义程序范围 Defining and documenting a process 定义和证明一个程序 Analyzing processes for improvements and simplification 分析流程用以 改进和简化 Helps in identifying potential KPIVs 帮助识别潜在的 KPIVs
?

Typical Process Flow Symbols 典型的流程符号
OPERATION 操作 All steps in the process where the object undergoes a change in form or condition. 物体遭受在形式 或情况方面的改变程序的所有步骤。 TRANSPORTATION 运输 All steps in a process where the object moves from one location to another, outside of the Operation 一个物体从一个位置移到另外一的程序所有的步骤,在操作的外面 STORAGE 储藏 All steps in the process where the object remains at rest, in a semi-permanent or storage condition 物体保持休息的程序所有的步骤,在半- 长备的或储藏情况中 DELAY 延迟 All incidents where the object stops or waits on an operation, transportation, or inspection 所有的 物体停止或等候一次操作，运输或检验的事件 INSPECTION 检验 All steps in the process where the objects are checked for completeness, quality, outside of the Operation. 物体为完全 , 质量被检查的程序所有的步骤,在操作的外面。 DECISION 决定

Detailed Process Maps – Step by Step 详细的流程图－步骤
Step 1：Identify Process Steps within Boundaries 第1步骤：在流程边界里面识别程序步骤
Process Mapping Create example

Detailed Process Maps – Step by Step 详细的流程图－步骤
Step 2: Identify Output Variables 第2步骤：识别输出变量
List the Output Variables (little y’s) for Each Step (Process and Product) 列出每个步骤的输出变数(小y’s) (流程和产品)
How do little y’s relate to big Y’s? What if they don’t? How do little y’s relate to big Y’s? What if they don’t? 小y‘s如何与大Y’s 有关? 如果无关呢？ 小y‘s如何与大Y’s 有关? 如果无关呢？

Detailed Process Maps – Step by Step 详细的流程图－步骤
Step 3: Identify input variables 第3 步骤: 识别输入变量 List the inputs (x’s) for each process step 列出每个流程步骤的输入变量(x's)
How do the x’srelate to big Y’s and small y’s? How do the x’srelate to big Y’s and small y’s? x‘s如何与大Y’s和y‘s有关? x‘s如何与大Y’s和y‘s有关?

Detailed Process Maps – Step by Step 详细的流程图－步骤
Step 4: Characterise the Inputs 第4 步骤：输入的特征 Noise, SOP, Controllable and Critical Inputs 嘈音,SOP,可控的和关键的输入变量
The purpose of this step is to understand and consider how the different inputs are currently controlled. 这一个步骤的目的是要了解 和考虑不同的输入变量当前如何被控制的。 It is a first step in identifying how the controls may need to be improved.它在识别 控制需要被如何改进 时是第一个步骤。
X Critical / X关键的 N Noise / N噪音 S SOP / S SOP C Controllable / C可控的

Detailed Process Maps – Step by Step 详细的流程图－步骤
Step 4: Characterise the Inputs 第4 步骤：输入的特征
Noise Inputs (N): Input variables (x’s) that impact the output variables (y’s) but are difficult, impossible or we choose not to control. Example: Environmentalvariables such as humidity, temperature or even shifts.噪音输入(N)：对输出变量(y’s) 有影 响，但是我们很难或不可能去控制的输入变量(x’s)。例如：环境 变量，像湿度、温度甚至班次。 Standard Operating Procedures (SOP): A standard procedure for running the process.标准的操作程序(SOP)：流程中的一个标准的 操作程序。 Controllable Inputs (C): X’s that can be changed to see the effect on Y’s. Sometimes called “Knob”Variables.可控的输入(C)：改变 X’s时会影响Y’s的变量。有时候被称为“Knob”变量 Critical Inputs (X): X’s that have been statistically shown to have a major impact on the variability of the Y’s. 关键的输入(X)：统计 理论上对输出变量y’s有主要影响的输入变量x’s
ise No
|噪
音
C
控的 |可 e SOP abl roll ont
Critical | 关键的

Detailed Process Maps – Step by Step 详细的流程图－步骤
Step 5: Add Specifications 第5步骤：增加规格 Add the operating specifications and process targets for the Controllable and Critical Inputs (if available) 为可控的和关键的输入增加操作规格和流程目标(如果可用的话)
X Critical / X关键的 N Noise / N噪音 S SOP / S SOP C Controllable / C可控的

Detailed Process Maps – Step by Step 详细的流程图－步骤
Step 6: Identify Steps as Value-Added or Non-Value-Added 第6 步骤：识别有附加价值或无附加价值的步骤
Value Added 增值的
Non-Value Added 非增值的
X Critical / X关键的 N Noise / N噪音 S SOP / S SOP C Controllable / C可控的