....

, .. 2/08

: .

2009

............................................................................................................................. 3
1. ...................................................................................................................... 5
2. ..................................................................................... 7
2.1. ................................................................................. 7
2.2. ............................................... 9
2.3. .................. 14
2.4. ............... 15
2.5.
.................................................................................................................... 16
2.6. ......................... 18
3. ............................................................................................ 21
3.1. ............................................................... 21
3.2. ........................................................... 22
3.3. ............... 23
4. ............................................................................ 25
5. ....................................... 29
5.1. ........................................................................................... 29
5.2.
.................................................................................................................... 33
5.3. 36
6. H ................................................................... 39
6.1. .............................................................................................. 40
6.2. ........................................................................................ 41
6.3. .................................... 43
6.4. .......... 45
6.5. DMAIC ................................... 50
6.6. .... 53
6.7. - ................................. 55
6.8. .. 56

6.9. .............................................. 57
7. ............................................................................................................ 63
8. .............................................................................................................. 65
............................................................................................................... 71

1980
.
.


,

, .
,
, ,


.

,

. ,


.
6
,

,
, .

.

1.

.
,
.
,
. ISO 8402 (1986)
,
.
(Juran,
1974) (Crosby, 1979).
,
:
(quality of design) (manufactured quality, quality of
conformance).

.

,
.
,
.


.


. ,
,

 ,
. ,
.
, , ,

,
.
,
. , ,



.
, ,
,
. , ,

,
. ,
.
,

.

2.
,
,
.


.
(Statistical Process Control)
,
.

, , ,
.

.

2.1.
1920,
:
(acceptance sampling) (process
control).
O
,

, .

. Walter
Shewhart,
,
7

,
.
, Shewhart

.

1: (: Roes Dorr, 1997)

. ,
, , .
,
.
, ,
. ,
( )
.
.


( ) (Deming, 1986).
,
, , ,
..
,
, ,
, .
(Antony et al, 2000).
Shewhart

.

2.2.

(Oakland, 1993).
,




.

,
(, 2001).
,
.
.

1. (flow charts).

.


,
.

.

2. (cause-and-effect diagram).
- Ishikawa (1986)
()
().

.
:
) .
)
.

2: - (: , 2001)

3. (check sheet).
.
,
. ,
3.

10


.
,
.

3: (: , 2001)

4. (histogram).

.

4: (: , 2001)

11

5. Pareto (Pareto diagram).

Pareto
, .
, ,
. Pareto.

.
6 Pareto
.

5: Pareto (: , 2001)

6: Pareto (: , 2001)

6. (Scatterplot)
x-y
.
,

12


- .

7. (Control charts)

.

.
(), ,
() ().
,
.

7: (: , 2001)

,
.
,
.
Deming, 14
, (Owen, 2000).

13

 8: (: , 2001)

2.3.
, ,
(
) .

, , ,
,
(Little, 2001).
,
, (
, , ,
) ( , ,
,
) (Mason Antony, 2000). ,
,
,

14

,
(Antony et al, 2000).

9:
(: Mason Anthony, 2000)

,
. (Antony et al, 2000)
,

(Dimancescu Dwenger, 1996).

2.4.
,
. ,

. ,
:
.
,
,

15


.

,
.
,
. ,
,
.
,
.

.
,
. ,
,
( ) .

2.5.

,
. Bird Dale (1994)

: ,
. Xie Goh (1999)
:
( ,
, ), (
,
) (
, , ).
16

 , ,

(Mason Antony, 2000)
,
.
,
, ,
.
1. . Robinson
(2000),
,
.
.
2. .
,
shop-floor (Harry, 1994).
, , ,
(Oakland, 1999).
3. .

.
4. .
,
. ,

( , ) ,
,
.
5. .

(Antony, 1997).
( ),
( ), ( ,

17

), ( - ) (Antony Kaye,
1999).
6. .
7. .
8. .
(
)
.

.
9. .
.
10. .

.

(Owen, 1993).

2.6.

.
.

.

18

 10 (: Mason Antony, 2000)

,
,
:

, ,
.
,
.
.

.
.
, .

,
,
(Robinson et al, 2000).
Dale (1990)

19

 . , 77 158
82 158
.
, , .

20

3.
, Cronin Taylor (1992)
.
.
,
.

brand-name ,

after-sales service. ,
, Kano
.

3.1.

(Berry et al., 1985; Dilworth, 1992)

: ,
.


( )
(Yasin et al, 1991).


(Lewis, 1989),

(Berry et al, 1985).
Kano,


. delighters
21

 delighters .
10.

11: Kano (: Roes Dorr, 1997)

3.2.

SERVQUAL 1985
Parasuraman . ,


. ,
. ,
:
(tangibles): ..
(reliability):
.
(responsiveness):
.
(assurance):
.
22

 (empathy):

.

3.3.

,

. , front office back office
.

front

office

.
back office, , front
office
. , ,
back office
front office .

Front office

Back office
12 (: Roes Dorr, 1997)

.
, ,
,
.

23


. ( 11)

24

4.
,
.
, ,
.


. ,


(Owen, 1990).
, 1980

.
. ,
, ,
. ,

. ,

(MacCarthy Wasusri, 2001).


:
,

,
, .

(Owen, 1990). , 5
X R.

25


. ,


( , ).

. , ,
,
. Pareto
.

.

1:
(: Mitra (1998))
:
-
-

:
-
-

:
-
- 100
-

:
-
- 100

26

 :
-
-
:
- ,
-
-
:
-
-
-

,
,
.

, ,

(MacCarthy Wasusri, 2001).
, ,
,
,
,
.
.
,
(Roes Dorr, 1997).
1990,

.
,
, , (), ,
. , Zimmerman et al (1996)

27

 , Hayes et al (1997)
, Maurer et al. (1998)
, Hand et al. (1994)
, Piccirillo (1996) Wardell Candia (1996)

.
, Kahn et al. (1996)
, Gentleman et al. (1994)
HIV, Sulek et al. (1995)

, Anderson Dian (1996)
Atienza et al. (1997)
.
,
(Smith, 1989), (Zurier,
1989), (Demos Demos, 1989)
(Mundy et al.,1986).


,
(Wood, 1994).

28

5.
, ,
.

, , , ,
.

5.1.

, ,
.
, .

.

,
.
,

.

. , ,

,

.

.

: ,
29

 , (Roes
Dorr, 1997). ,
,
(Asher, 1987).
, ,
.
, ,
.

13 (: Mason Anthony, 2000)

, ,


(Oakland, 1999). , ,

.

(Brannstrom Stenberg
Deleryd, 1999).
Jones Dent (1994) Forte plc,
,
,
.

30

 , Forte
( X R charts) .
.
, Forte
.
O Wood (1994)
.

, .

( X R charts)
, 98%
( 12).

14 (: Wood,1994)

58% ,
( 13).


,

31

15 (: Wood,1994)

,
,
, , .
, , ,
(Yasin et al, 1991).

. ATM,
.
,
. (Yesin et al, 1991).
,

, .. .

,
. .

32

 16 (: Wood,1994)

,
(Wood, 1994).
.

, .
.


(Wood, 1994). Pareto
.

5.2.

(Yasin et al, 1991). ,
.
, ,

33


.

,
.

,
(Haywood-Farmer et al, 1985).
,
.

,
Taguchi . ,
,
.
,

.
. ,
.

17 (: Wood,1994)

34

 17
, .
, .
, ,
. ,
(Tomes,
1993). .
(quality levels charts)
(Wood, 1994).


(Wood, 1994). ,


. ,

(Zeithaml , 1990).
,

.
,
. ,
5. ,
.
,,

. , , ,
.

(Wood, 1994).

. ,
(Oakland, 1999). ,

35

 . ,
, ,

(Wood Preece, 1992).

5.3.

,
.
.



(Wood Preece, 1992).

manager
(
) .

(Wood,
1994).
,

.
.
,
,

.
,

36

, ,
.
, (Yasin et
al, 1991),
. ,
Marketing,
.

,
.

managers

.
, ,
:
,

, ,

(Kremlin, 1986).

37

38

6. H
,
, .
, ,


.
,
,
.

,
, (McAdam Lafferty, 2004).
,
, ,

(Henderson Evans, 2000).




.
,
,
, (McAdam
Lafferty, 2004).
,

.

39

6.1.

. (Nakhai Neves, 2009).
General
Electric (GE), Motorola, Honeywell Sony. ,
,
J P Morgan, American Express, Lloyds TSB, City bank Zurich
Financial Services. ,

(Chakrabarty Tan, 2007)
1986 Bill Smith,
Motorola,

. Motorola


.
, ,
, ...
Mikel Harry Motorola
1980 (Maguire, 1999). 1988 Motorola
Malcolm Baldridge Award, ,
170
. , Motorola 2,2
(Antony Banuelas,
2002).
General Electric, ,
.
CEO General Electric, Jeffrey R. Immelt,
General Electric . ,
,

40

(GE, 2002) ,
,

-
.
.
, Honeywell,
Sony, Caterpillar, Dow Chemical
,
(Chakrabarty Tan, 2007).

6.2.

.

,
. ,

,
(McAdam Lafferty, 2004).
(),
,
(SLupper).

,
.
(
)
, 3,4
.
,
(DPMO) 3,4.

41



.

.
,
, 3,4
, , 0,0003% (Chakrabarty Tan,
2007). ,


(Kwak
Ambari, 2006). :

(Paul, 1999)

,
, (Goh, 2002).
, .
,
, , ,
.

42

...





.
(Antony , 2007).
1 . ;
2. ;
3. ;
4.
;

6.3.

,

(Taghaboni-Dutta Moreland, 2004).
,
(Antony
, 2007).

, , , ,
, ,
3,5 23000
97,7 % (Yilmaz
43

Chatterjee, 2000).
4 ,
6210 . ,
99,38%.

, ,

.

.



Hoerl Snee (2002), :
1.

2.
3.

, , .
,
(Antony , 2007,
Nakhai Neves, 2009, McAdam , 2005, Chakrabarty Tan, 2007):

.



.

-- ,
.
,
.
44


,
.
,
.
,
.


.

.

6.4.

,
. ,
.
: ,
, , ,
(Nakhai Neves, 2009).

..

Citibank Group (Rucker, 2000)

Citibank
.
80%
(
) , 85% (

) 50% . ,
finance, Citi
45


67%, .

.

JP Morgan Chase (Global Investment Banking) (www.sixsigmacompanies.com)

H JP Morgan Chase & Co ...

1 2003. ,

,
.
30%.

:
. Antony (2007)
:
,
, .

(e-banking).

British Telecom Wholesale

British

Telecom

Wholesale,

celebrant

consulting

(www.celerantconsulting.com) ,

. ,
100

.

Thomerson (2001)
33%
46

 21,5%. 1,2 . ,
Buck (2001)

.
,

. , 600.000
(Revere and Black, 2003).

2.
,
. ,
,



.
,
,
.
,
(Chakrabarty
Tan, 2007). ,
.

.

.


(McAdam , 2005, Antony , 2007).

47

 2:

(Citibank
Group)

Rucker, 2000

(Citibank
Group, JP Morgan Chase),

Rucker, 2000
www.sixsigmacompanies.com
Revere and Black, 2003

(Citibank
Group, JP Morgan Chase),
(British
Telecom Wholesale)

Rucker, 2000
www.sixsigmacompanies.com
www.celerantconsulting.com

(JP Morgan
Chase),
(British Telecom
Wholesale),
,

www.sixsigmacompanies.com
www.celerantconsulting.com
Thomerson, 2001
Revere and Black, 2003
Antony , 2007

(JP Morgan
Chase)

www.sixsigmacompanies.com

,
(British
Telecom Wholesale)

Antony , 2007
www.celerantconsulting.com

(British
Telecom Wholesale)

www.celerantconsulting.com

Buck, 2001

(Citibank
Group, JP Morgan Chase),

Rucker, 2000
www.sixsigmacompanies.com
www.celerantconsulting.com

Antony , 2007

Thawani, 2004

48

 :



( )
ATM .

(
)

.

finance :



.

:




.

:


.

49

, :

, .

6.5. DMAIC

, .
DMAIC (Define-Measure-Analyze-ImproveControl) (Chakrabarty Tan, 2007,
Nakhai Neves, 2009, Antony , 2007):
1.
2. (
)
3.
( )
4.

5.
.
:

:
( project) .
,

.
50

 , upstream downstream,
.

.
project ,

project. , project
. project
project,
.
project .
, ( )

.

:

(

)
(
)

benchmarking

.

51


.


.
.


,
.

.

.
.


,
.
.
(
)
.

.

.

.
-
.

52


.
.
.


.

,
. 18.

18: DMAIC

6.6.

,

(McQuater, 1995).

53


.
, -,
. ,
, .
, ,
( , , ).

.
, .

(
, Pareto, -,
) .
Ishikawa (1986)
80%
.

(Chakrabarty Tan, 2007, Antony
, 2007).
,
, ,

(McAdam , 2005) .
,
, brainstorming, Gantt,
-, SIPOC (Suppliers, Inputs, Process, Outputs,
Customers) project.
(Quality Function
Deployment, QFD).
,
SERVQUAL, Gantt, KANO.
,

54

 , Benchmarking FMECA (Failure

Mode, Effects, and Criticality Analysis).
,
brainstorming, , , SIPOC
(Suppliers, Inputs, Process, Outputs, Customers), Gantt,
, Pareto,
.
,
brainstorming, , SERVQUAL Gantt.

.
, ,
Gantt , , .
.

6.7. -

KPI, (key performance

indicators), .
, KPI
(Antony , 2007,
Chakrabarty Tan, 2007, Hensley Dobie, 2005, Henderson Evans, 2000).
,
:
,

(DPMO)


(, , )

55

6.8.

,
.
. ,

.

.
(Goh, 2002).

(Coronado Antony, 2002,
Goh, 2002, Henderson Evans, 2000).

) (Caulcutt, 2001, Coronado Antony, 2002)

( ,
, )
(Hensley Dobie, 2005) .


.
, ,

(Hensley Dobie, 2005).

56

 (Coronado Antony,
2002, Goh, 2002).

,
(Sehwall De Yong, 2003, Goh, 2002).



(
) (Goh, 2002).
,
.
(Ckakrabarty Tan, 2007):
.
/
.
.
.

6.9.

(Eckes, 2000, Breyfogle , 2001, Antony

Banuelas, 2002)

. :


project

57

 ,
.
project

.

,
. ,
,
, .

. ,
.

(Antony , 2007).
,
(Hensley Dobie, 2005)
,
,
(Hensley
Dobie, 2005).
,
.
(Antony ,
2007).
project ,
,
.
project ,

(Antony , 2007).
3,4
. , ,

58

 .

. ,
,
,
,
(Antony , 2007).
,
.

(Goh, 2002).
, ,
(Tennant, 2001).

( )
.
1,5 .
, 6
( )
4,5 ,
,
,
.

.

.

, (Antony
, 2007).
.
, , ,
(Goh, 2002)

59



,
.

project .

.


. ,
.
project,
,
,
, .

.

.

.

.

.
.
,


. 19
.

60

 19:

61

62

7.
,
,
. ,
,
,

,
,
.

,
.
,

. ,

.
,
, .
, ,
, , , ...

.


.
, .
, .



63

 .
, .
.

6
, .
.

64

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