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1、1CONTINUOUS IMPROVEMENT PROCESS持續(xù)改進(jìn)過(guò)程持續(xù)改進(jìn)過(guò)程A DIVISION OF A.O.SMITH CORPORATION1公司公司CI的挑戰(zhàn)的挑戰(zhàn) 如何有效傳遞CI 意識(shí)給公司所有員工？如何建立CI系統(tǒng)化工具的團(tuán)隊(duì)？如何確認(rèn)CI項(xiàng)目與企業(yè)目標(biāo)一致？如何確認(rèn)CI項(xiàng)目的實(shí)際成效？如何有效管理企業(yè)內(nèi)所有項(xiàng)目的進(jìn)度？問(wèn)題解決與做事的習(xí)慣真的改變了嗎？如何建置長(zhǎng)期推動(dòng)之下的激勵(lì)制度？1CONTINUOUS IMPROVEMENT持續(xù)改進(jìn)持續(xù)改進(jìn)A systematic process of improving customer satisfaction by esta

2、blishing a management system and culture that incorporates quality improvement principles throughout the organization 在整個(gè)組織中建立貫穿改進(jìn)品質(zhì)理念的管理體系在整個(gè)組織中建立貫穿改進(jìn)品質(zhì)理念的管理體系和文化來(lái)提高客戶(hù)滿(mǎn)意度的系統(tǒng)過(guò)程。和文化來(lái)提高客戶(hù)滿(mǎn)意度的系統(tǒng)過(guò)程。1KEY CONCEPTS OF CICI 的主要理念的主要理念CI must be how we manage our businessCI應(yīng)是我們?nèi)绾喂芾砦覀兊钠髽I(yè)應(yīng)是我們?nèi)绾喂芾砦覀兊钠髽I(yè)80%of pro

3、blems are under management control80%的問(wèn)題都是通過(guò)管理來(lái)控制的問(wèn)題都是通過(guò)管理來(lái)控制People doing the work can solve the problems員工的工作可以解決問(wèn)題員工的工作可以解決問(wèn)題Both process and results must be stressed同時(shí)強(qiáng)調(diào)過(guò)程和結(jié)果同時(shí)強(qiáng)調(diào)過(guò)程和結(jié)果System and structures must support desired behavior組織應(yīng)該支持要求的行動(dòng)組織應(yīng)該支持要求的行動(dòng)Reduced cost,improved reliability,and inc

4、reased productivity are natural consequences of improved quality提高品質(zhì)的必然結(jié)果是成本的降低，可靠性的改進(jìn)和生產(chǎn)力的提高提高品質(zhì)的必然結(jié)果是成本的降低，可靠性的改進(jìn)和生產(chǎn)力的提高1OBJECTIVES OF CICI的目標(biāo)的目標(biāo)Increased customer satisfaction提高客戶(hù)的滿(mǎn)意度提高客戶(hù)的滿(mǎn)意度Enhanced employee involvement激勵(lì)員工的參與激勵(lì)員工的參與Respond to a changing environment與變化的環(huán)境相適應(yīng)與變化的環(huán)境相適應(yīng)Improved pro

5、cess capability提高過(guò)程能力提高過(guò)程能力Breakthrough in achieving cost reductions成本降低的突破成本降低的突破Increased profits提高利潤(rùn)提高利潤(rùn)Survival生存生存11CONTINUOUS IMPROVEMENT持續(xù)改進(jìn)持續(xù)改進(jìn)Focused Priorities聚集優(yōu)先聚集優(yōu)先Priorities優(yōu)先優(yōu)先CI TeamsCI小組小組Improvement&Problem Solving改進(jìn)和問(wèn)題的解決改進(jìn)和問(wèn)題的解決QIDWProcess Management&Implementation過(guò)程管理和實(shí)施過(guò)程管理和實(shí)施P

6、riority Improvement優(yōu)先改進(jìn)優(yōu)先改進(jìn)Priority Process Improvement改進(jìn)優(yōu)先過(guò)程改進(jìn)優(yōu)先過(guò)程Priority Process Identification優(yōu)先過(guò)程確定優(yōu)先過(guò)程確定Process Improvement&Standard-ization過(guò)程改進(jìn)和標(biāo)準(zhǔn)化過(guò)程改進(jìn)和標(biāo)準(zhǔn)化1FOCUSED PRIORITIES聚焦優(yōu)先聚焦優(yōu)先CONTINUOUS IMPROVEMENT持續(xù)改進(jìn)持續(xù)改進(jìn)1FOCUSED PRIORITIES聚焦優(yōu)先聚焦優(yōu)先A process used to focus the organizations resources on

7、 a few high-priority issues to:此過(guò)程適用于將組織資源集中在優(yōu)先等級(jí)高的事項(xiàng)此過(guò)程適用于將組織資源集中在優(yōu)先等級(jí)高的事項(xiàng)Achieve breakthrough improvements取得改進(jìn)突破取得改進(jìn)突破Improve communication of company and department direction公司和部門(mén)溝通的改進(jìn)公司和部門(mén)溝通的改進(jìn)Attain board participation in the development and achievement of long-term and short-term goals長(zhǎng)期和短期目標(biāo)的

8、發(fā)展和完成中獲得董事會(huì)的雙參與長(zhǎng)期和短期目標(biāo)的發(fā)展和完成中獲得董事會(huì)的雙參與Attain cross-functional cooperation and teamwork獲得跨部門(mén)的支持和團(tuán)隊(duì)合作精神獲得跨部門(mén)的支持和團(tuán)隊(duì)合作精神1Establish建立建立Deploy配置配置ImplementandReview實(shí)施和檢查實(shí)施和檢查1ESTABLISH POLICY:建立制度建立制度1.Create the vision 預(yù)見(jiàn)預(yù)見(jiàn)2.Analyze the voice of the customer 分析客戶(hù)的反饋分析客戶(hù)的反饋3.Analyze the voice of the busin

9、ess 分析行業(yè)的信息分析行業(yè)的信息4.Establish critical success factors 建立重要成功要素建立重要成功要素5.Analyze performance and year-end results 分析成績(jī)和年終結(jié)果分析成績(jī)和年終結(jié)果6.Establish long-term and short-term plans 建立長(zhǎng)期和短期計(jì)劃建立長(zhǎng)期和短期計(jì)劃Establish 建立建立Deploy配置配置ImplementandReview實(shí)施和審核實(shí)施和審核1ESTABLISH POLICY建立制度建立制度CriticalSuccessFactors重要成功要素重要

10、成功要素PriorityActivities優(yōu)先行動(dòng)優(yōu)先行動(dòng)Break-throughObjectives目標(biāo)突破目標(biāo)突破Mission使命使命Vision預(yù)見(jiàn)預(yù)見(jiàn)Voice of the Business:行業(yè)要求行業(yè)要求Business Issues行業(yè)問(wèn)題行業(yè)問(wèn)題Voice of the Customer:客戶(hù)反饋客戶(hù)反饋CI ElementsCI 要素要素KeyBusiness Issues主要行業(yè)問(wèn)題主要行業(yè)問(wèn)題Key CI Elements主要的主要的CI要素要素1目標(biāo)目標(biāo)客戶(hù)反饋客戶(hù)反饋行業(yè)要求行業(yè)要求目標(biāo)突破目標(biāo)突破AOS 目標(biāo)目標(biāo)讓我們的客戶(hù)把我們當(dāng)作最有價(jià)值的電機(jī)讓我們的客

11、戶(hù)把我們當(dāng)作最有價(jià)值的電機(jī)供應(yīng)商。我們將通過(guò)我們?nèi)w員工的參與供應(yīng)商。我們將通過(guò)我們?nèi)w員工的參與和投入每時(shí)每刻及時(shí)提供質(zhì)量最好的產(chǎn)品和投入每時(shí)每刻及時(shí)提供質(zhì)量最好的產(chǎn)品和服務(wù)和服務(wù)分析來(lái)自不同客戶(hù)的不同要求分析來(lái)自不同客戶(hù)的不同要求和希望和希望對(duì)客戶(hù)要求分優(yōu)先等級(jí)對(duì)客戶(hù)要求分優(yōu)先等級(jí)決定我們應(yīng)該做什么來(lái)滿(mǎn)足客決定我們應(yīng)該做什么來(lái)滿(mǎn)足客戶(hù)的要求戶(hù)的要求分析來(lái)自員工和股民的問(wèn)題分析來(lái)自員工和股民的問(wèn)題并與綜合外部本行競(jìng)爭(zhēng)并與綜合外部本行競(jìng)爭(zhēng)決定最高優(yōu)先問(wèn)題決定最高優(yōu)先問(wèn)題結(jié)合客戶(hù)要求綜合分析上敘結(jié)合客戶(hù)要求綜合分析上敘問(wèn)題問(wèn)題廣義范疇的行業(yè)目標(biāo)，為達(dá)廣義范疇的行業(yè)目標(biāo)，為達(dá)到目標(biāo)組織應(yīng)完成的工作

12、到目標(biāo)組織應(yīng)完成的工作1DEPLOY POLICY:配置政策配置政策1.Select short-term plan coordinating executive 選擇短期計(jì)劃選擇短期計(jì)劃2.Announce short-term plan indicators and negotiated targets 宣布短期計(jì)劃指數(shù)和可商宣布短期計(jì)劃指數(shù)和可商議目標(biāo)議目標(biāo)3.Develop business plans to achieve short-term plans 制定完成計(jì)劃的方案制定完成計(jì)劃的方案EstablishDeployImplementandReview1IMPLEMENT AN

13、D REVIEW POLICY:實(shí)施和審核政策實(shí)施和審核政策1.Implement individual and team activities to achieve breakthrough 實(shí)施個(gè)別和團(tuán)隊(duì)行動(dòng)實(shí)施個(gè)別和團(tuán)隊(duì)行動(dòng)來(lái)達(dá)到突破來(lái)達(dá)到突破2.Line management reviews 各級(jí)負(fù)責(zé)管理審核各級(jí)負(fù)責(zé)管理審核DeployImplementandReviewEstablish1FOCUSED PRIORITIES TRAINING COURSES聚焦優(yōu)先的培訓(xùn)課程聚焦優(yōu)先的培訓(xùn)課程Executive Overview-One(1)day行政總括行政總括-1天天Voice

14、of the Customer-Two(2)days客戶(hù)反饋客戶(hù)反饋-2天天Voice of Business-Two(2)days行業(yè)要求行業(yè)要求-2天天 CI Council-Three(3)daysCI會(huì)議會(huì)議-3天天Steering Committee-Three(3)days籌劃委員會(huì)籌劃委員會(huì)-3天天Focused Priorities for Managers-Two(2)days經(jīng)理聚焦優(yōu)先經(jīng)理聚焦優(yōu)先-2天天1CI TEAMSCI 團(tuán)隊(duì)團(tuán)隊(duì)A team process that provides the structured environment for employees

15、 to:過(guò)程團(tuán)隊(duì)過(guò)程團(tuán)隊(duì)-給員工提供必備的環(huán)境來(lái)給員工提供必備的環(huán)境來(lái)Improve quality of products and services提高產(chǎn)品的質(zhì)量和服務(wù)提高產(chǎn)品的質(zhì)量和服務(wù)Develop skills and abilities in problem solving and group dynamics在問(wèn)題解決和團(tuán)隊(duì)推動(dòng)過(guò)程中的技巧和能力在問(wèn)題解決和團(tuán)隊(duì)推動(dòng)過(guò)程中的技巧和能力Promote communication and teamwork提升溝通和團(tuán)隊(duì)精神提升溝通和團(tuán)隊(duì)精神Enhance quality of work life提高工作質(zhì)量提高工作質(zhì)量1CI TEAMS

16、CI團(tuán)隊(duì)團(tuán)隊(duì)Purpose 目的目的Develop solutions to customer problems提供解決客戶(hù)問(wèn)題的方法提供解決客戶(hù)問(wèn)題的方法Structure 結(jié)構(gòu)結(jié)構(gòu)6-8 members who use a structured problem-solving process(CI Story)由由6-8人組成，運(yùn)用解決問(wèn)題結(jié)構(gòu)法（人組成，運(yùn)用解決問(wèn)題結(jié)構(gòu)法（CI法）法）Types 種類(lèi)種類(lèi)Functional and Task 功能和任務(wù)功能和任務(wù)Lead 管理管理1TYPES OF CI TEAMS*CI團(tuán)隊(duì)種類(lèi)團(tuán)隊(duì)種類(lèi)Members are from a single

17、 functional area團(tuán)隊(duì)成員來(lái)自一個(gè)部門(mén)團(tuán)隊(duì)成員來(lái)自一個(gè)部門(mén)Ongoing 進(jìn)行進(jìn)行Selects the projects or improvement opportunities it wishes to work on選擇期望的項(xiàng)目或可提高的可能性選擇期望的項(xiàng)目或可提高的可能性Meets once a week for one hour,or for two hours every two weeks每星期開(kāi)會(huì)一小時(shí)，或是兩星期開(kāi)會(huì)二小每星期開(kāi)會(huì)一小時(shí)，或是兩星期開(kāi)會(huì)二小時(shí)時(shí)Six to eight persons,including a Team Leader6-8人，包括

18、小組長(zhǎng)人，包括小組長(zhǎng)Members are from one or more functional areas成員來(lái)自一個(gè)或多個(gè)部門(mén)成員來(lái)自一個(gè)或多個(gè)部門(mén)Formed to solve a specific problem,and then it is disbanded為解決特定的問(wèn)題成立為解決特定的問(wèn)題成立Members are assigned because of background and experience成員有相關(guān)的背景和經(jīng)驗(yàn)成員有相關(guān)的背景和經(jīng)驗(yàn)Meets as required應(yīng)要求開(kāi)會(huì)應(yīng)要求開(kāi)會(huì)Six to eight persons,including a Team

19、Leader6-8人，包括人，包括Leader*Each team follows the CI Story,is lead by a Team Leader,and is guided by a FacilitatorFunctional Team(voluntary)功能團(tuán)隊(duì)（自愿）功能團(tuán)隊(duì)（自愿）Task Team(non-voluntary)任務(wù)團(tuán)隊(duì)（非自愿）任務(wù)團(tuán)隊(duì)（非自愿）16 Standardization標(biāo)標(biāo)準(zhǔn)化準(zhǔn)化PACDControl System 控制系統(tǒng)控制系統(tǒng)Graph 圖圖表表Good良好良好Target目標(biāo)目標(biāo)Pareto Chart柏柏拉圖拉圖After 之后之

20、后Effec t效果效果Before 之前之前5 Results結(jié)果結(jié)果Pareto Chart 柏拉圖柏拉圖GoodGoodTargetGraph圖表圖表Afte之后之后rBefore之前之前3 2 63 1 31 3 33 1 32 2 4Flowchart 流程流程Project Planning Worksheet 項(xiàng)目計(jì)劃書(shū)項(xiàng)目計(jì)劃書(shū)7 Future Plans將來(lái)計(jì)將來(lái)計(jì)劃劃4 Corrective Action 糾正糾正措施措施2 Current Situation目前目前狀況狀況1 Reason for Improvement 提高的原因提高的原因Team Informatio

21、n 小組信小組信息息3 Analysis分析分析Continuous Improvement StoryContinuous Improvement Story CI CI法法法法1DMAIC 步驟就是持續(xù)改善6s s衡量管制改善分析定義誰(shuí)是顧客誰(shuí)是顧客他們所關(guān)切的是什麼？他們所關(guān)切的是什麼？定義需解決之問(wèn)題，找出重要及關(guān)鍵定義需解決之問(wèn)題，找出重要及關(guān)鍵 點(diǎn)，或找出可以改善的機(jī)會(huì)，然後組點(diǎn)，或找出可以改善的機(jī)會(huì)，然後組 成解決該問(wèn)題之團(tuán)隊(duì)成解決該問(wèn)題之團(tuán)隊(duì)問(wèn)題的衡量，現(xiàn)況是怎樣問(wèn)題的衡量，現(xiàn)況是怎樣？了解問(wèn)題現(xiàn)況，包括：了解問(wèn)題現(xiàn)況，包括：執(zhí)行該問(wèn)題之流程，與流執(zhí)行該問(wèn)題之流程，與流 程相關(guān)

22、輸入輸出因素的收集與程相關(guān)輸入輸出因素的收集與 評(píng)估評(píng)估分析衡量階段所收集的數(shù)據(jù)，以確分析衡量階段所收集的數(shù)據(jù)，以確 定定KPIVsKPIVs分析並指出問(wèn)題產(chǎn)生之要因真因，分析並指出問(wèn)題產(chǎn)生之要因真因，提出改善方案提出改善方案依據(jù)要因真因，建議改善依據(jù)要因真因，建議改善 方式步驟與時(shí)程方式步驟與時(shí)程 並追蹤改並追蹤改 善成效善成效訂出改善方向之先後順序，訂出改善方向之先後順序，提出改善計(jì)畫(huà)及驗(yàn)證方式提出改善計(jì)畫(huà)及驗(yàn)證方式維持精進(jìn)流程能力方式維持精進(jìn)流程能力方式規(guī)劃改善計(jì)畫(huà)細(xì)節(jié)、控制進(jìn)規(guī)劃改善計(jì)畫(huà)細(xì)節(jié)、控制進(jìn) 度、量度改善情形、確保成度、量度改善情形、確保成 效之保持效之保持DMAIC專(zhuān)案執(zhí)行戰(zhàn)

23、術(shù)說(shuō)明1CI TEAMS TRAINING COURSESCI小組培訓(xùn)課程小組培訓(xùn)課程Facilitator:協(xié)調(diào)員協(xié)調(diào)員Four(4)days(Team Leader is a prerequisite)4天（小組長(zhǎng)是首要必備的）天（小組長(zhǎng)是首要必備的）Develop the skills needed to assist team leaders in group dynamics and problem solving.在協(xié)助小組長(zhǎng)在小組發(fā)展和解決問(wèn)題的技巧在協(xié)助小組長(zhǎng)在小組發(fā)展和解決問(wèn)題的技巧Develop skills to lead and coordinate the CI ef

24、forts.領(lǐng)導(dǎo)和協(xié)調(diào)領(lǐng)導(dǎo)和協(xié)調(diào)CI小組的技巧小組的技巧Team Member 小組成員小組成員Two(2)days 2天天Provide understanding in the application of tools&techniques used in the seven step story.理解運(yùn)用在解決問(wèn)題理解運(yùn)用在解決問(wèn)題7步法過(guò)程中的方法和技術(shù)步法過(guò)程中的方法和技術(shù)1QUALITY IN DAILY WORK(QIDW)品質(zhì)在日常工作中品質(zhì)在日常工作中The implementation of Process Management that is used to:過(guò)程管理的實(shí)

25、施是用來(lái)過(guò)程管理的實(shí)施是用來(lái)Achieve consistency in daily work在日常工作中的一致性在日常工作中的一致性Clarify individual contributions toward achieving customer satisfaction個(gè)體的貢獻(xiàn)才能達(dá)到客戶(hù)的滿(mǎn)意個(gè)體的貢獻(xiàn)才能達(dá)到客戶(hù)的滿(mǎn)意Systematically improve and control daily repetitive operations系統(tǒng)提高和控制日常工位系統(tǒng)提高和控制日常工位Maintain the gains achieved through improvement pr

26、ojects通過(guò)改進(jìn)取得成績(jī)通過(guò)改進(jìn)取得成績(jī)1QUALITY IN DAILY WORK品質(zhì)在日常工作中品質(zhì)在日常工作中Plan計(jì)劃計(jì)劃Do實(shí)施實(shí)施Check and Act 檢查和行動(dòng)檢查和行動(dòng)Identify and SelectTop-Priority Process確定和選擇優(yōu)先等級(jí)高的確定和選擇優(yōu)先等級(jí)高的過(guò)程過(guò)程DocumentTop-Priority Process對(duì)優(yōu)先等級(jí)高的項(xiàng)目準(zhǔn)備對(duì)優(yōu)先等級(jí)高的項(xiàng)目準(zhǔn)備文件文件Identify Customer and SupplierRequirements確定客戶(hù)和供應(yīng)商的要求確定客戶(hù)和供應(yīng)商的要求Develop Indicators

27、and Build QIDW System制定相關(guān)指示和建立制定相關(guān)指示和建立QIDW系統(tǒng)系統(tǒng)Implement the QIDW System實(shí)施實(shí)施QIDW系統(tǒng)系統(tǒng)Identify and remove special cause variation確定并消除確定并消除特殊原因變特殊原因變化化Investigate common cause variation and change the process調(diào)查普通原因調(diào)查普通原因和改變過(guò)程和改變過(guò)程Redesignprocess重重新設(shè)計(jì)過(guò)程新設(shè)計(jì)過(guò)程Standardize and Replicate標(biāo)準(zhǔn)化和復(fù)制標(biāo)準(zhǔn)化和復(fù)制Isproces

28、sstable?過(guò)程穩(wěn)定？過(guò)程穩(wěn)定？Isprocesscapable?過(guò)程是否有能力？過(guò)程是否有能力？Isprocessflexible?是否靈活是否靈活？A =ImprovingProcessStability 改進(jìn)過(guò)程穩(wěn)定性改進(jìn)過(guò)程穩(wěn)定性B =ImprovingProcessCapability改進(jìn)過(guò)程能力改進(jìn)過(guò)程能力ABY是是Y是是Y是是N否否N否否N否否1QIDW TRAINING COURSESQIDW 培訓(xùn)課程培訓(xùn)課程Lead Team:領(lǐng)導(dǎo)小組領(lǐng)導(dǎo)小組One(1)day 1天天Learn Managements role in QIDW學(xué)習(xí)在品質(zhì)日常工作中的管理職責(zé)學(xué)習(xí)在品質(zhì)日常

29、工作中的管理職責(zé)Identification of the Top-Priority processes of the plant or department.確定公司或部門(mén)的優(yōu)先等級(jí)高的過(guò)程確定公司或部門(mén)的優(yōu)先等級(jí)高的過(guò)程Identification and selection QIDW teams to initiate the process.確定和選擇確定和選擇QIDW小組來(lái)實(shí)施此過(guò)程小組來(lái)實(shí)施此過(guò)程QIDW Teams:QIDW小組小組Two(2)days 2天天Provide understanding in the application of tools&techniques

30、used in the six step QIDW story.理解在理解在6步步QIDW法中運(yùn)用的方法和技術(shù)法中運(yùn)用的方法和技術(shù)Begin the development of a QIDW System開(kāi)始展開(kāi)開(kāi)始展開(kāi)QIDW體系體系1項(xiàng)目選擇要求項(xiàng)目選擇要求有利于問(wèn)題的長(zhǎng)期改進(jìn)。有利于問(wèn)題的長(zhǎng)期改進(jìn)。將焦點(diǎn)集中與我們關(guān)系最為密切、直接的問(wèn)題上。將焦點(diǎn)集中與我們關(guān)系最為密切、直接的問(wèn)題上。針對(duì)新產(chǎn)品、新工廠、新服務(wù)、新過(guò)程可以立項(xiàng)。針對(duì)新產(chǎn)品、新工廠、新服務(wù)、新過(guò)程可以立項(xiàng)。針對(duì)還沒(méi)有量化的解決方案的項(xiàng)目可以立項(xiàng)。針對(duì)還沒(méi)有量化的解決方案的項(xiàng)目可以立項(xiàng)。沒(méi)有在其它地方的成功經(jīng)驗(yàn)的項(xiàng)目可以立

31、項(xiàng)，沒(méi)有在其它地方的成功經(jīng)驗(yàn)的項(xiàng)目可以立項(xiàng)，周期可以降低的可以立項(xiàng)。周期可以降低的可以立項(xiàng)。項(xiàng)目要能在項(xiàng)目要能在4 4至至5 5個(gè)月內(nèi)能完成。個(gè)月內(nèi)能完成。項(xiàng)目要有足夠的數(shù)據(jù)支撐。項(xiàng)目要有足夠的數(shù)據(jù)支撐。在保留住客戶(hù)及提升客戶(hù)的滿(mǎn)意度方面效果顯著。在保留住客戶(hù)及提升客戶(hù)的滿(mǎn)意度方面效果顯著。完成項(xiàng)目之后問(wèn)題能得到完成項(xiàng)目之后問(wèn)題能得到8080以上的改善。以上的改善。1CI TEAM STATUSCI 小組情況小組情況(As of 7/98)Current Teams 現(xiàn)有小組現(xiàn)有小組 90QIDW Teams QIDW小組小組 12Current Team Members 現(xiàn)有小組人員現(xiàn)有小組

32、人員 6501CI IMPLEMENTATION STEPSCI實(shí)施步驟實(shí)施步驟CI Steering Committee formed 8/91CI籌劃委員會(huì)（成立與籌劃委員會(huì)（成立與91年年8月）月）Reviewed other quality processes 審核其它審核其它品質(zhì)過(guò)程品質(zhì)過(guò)程JuranErnst&YoungPhilip CrosbyZenger-MillerQualtec Quality Services 品質(zhì)服務(wù)品質(zhì)服務(wù)Selected Consultant 選擇顧問(wèn)選擇顧問(wèn)-Qualtec an FPL subsidiaryPresented to key man

33、agers 演示給主要經(jīng)理演示給主要經(jīng)理1CI IMPLEMENTATION STEPS(contd.)CI實(shí)施實(shí)施Established Implementation Plan 6/93建立實(shí)施計(jì)劃建立實(shí)施計(jì)劃 6/93Conducted company-wide awareness presentations 7/93 進(jìn)行全公司的意識(shí)宣傳進(jìn)行全公司的意識(shí)宣傳 7/93Customized teams training material 7/93用戶(hù)組培訓(xùn)材料用戶(hù)組培訓(xùn)材料 7/93CI Training 9/93 CI培訓(xùn)培訓(xùn) 9/93Over 900 employees trained

34、 as of 1993截至截至1993年已有年已有900位員工受訓(xùn)位員工受訓(xùn)Focused Priorities implemented 12/95 聚焦優(yōu)先實(shí)施聚焦優(yōu)先實(shí)施 12/95QIDW implemented 11/97 QIDW 實(shí)施實(shí)施1CI Lead TeamCI Team-I(xxx)CI Team-III(xxx)CI Team-II(xxx)CI CoachTeam QIDW Team QIDW Team QIDW TeamProvide Guidance&SupportingCI Supervisor1謝謝大家謝謝大家謝謝大家謝謝大家!1 結(jié)束束語(yǔ)若有不當(dāng)之處，請(qǐng)指正，謝謝！若有不當(dāng)之處，請(qǐng)指正，謝謝！