H THNG QUN L 6 SIGMA

6 Sigma l g?
Six Sigma l mt h phng php ci tin quy trnh da trn thng k nhm gim thiu t l sai st hay khuyt tt n mc 3,4 li trn mi triu kh nng gy li bng cch xc nh v loi tr cc ngun to nn dao ng (bt n) trong cc quy trnh kinh doanh. Trong vic nh ngha khuyt tt, Six Sigma tp trung vo vic thit lp s thng hiu tng tn cc yu cu Sigma l g? 6

ca khch hng v v th c tnh nh hng khch hng rt cao. 1. nh ngha H phng php Six Sigma da trn tin trnh mang tn DMAIC: Define (Xc nh), Measure (o Lng), Analyze (Phn Tch), Improve (Ci Tin) v Control (Kim Sot). tm hiu thm v tin trnh ny, vui lng tham kho mc s 3 ca ti liu ny v DMAIC. Six Sigma khng phi l mt h thng qun l cht lng, nh ISO-9001, hay l mt h thng chng nhn cht lng. Thay vo , y l mt h phng php gip gim thiu khuyt tt da trn vic ci tin quy trnh. i vi a s cc doanh nghip Vit Nam, iu ny c ngha l thay v tp trung vo cc xng cht lng vn u tin vo vic kim tra li trn sn phm, hng tp trung c chuyn sang ci thin quy trnh sn xut cc khuyt tt khng xy ra. 2. Cc ch chnh ca Six Sigma Mt s ch chnh ca Six Sigma c tm lc nh sau: Tp trung lin tc vo nhng yu cu ca khch hng; S dng cc phng php o lng v thng k xc nh v nh gi mc dao ng trong quy trnh sn xut v cc qui trnh qun l khc; Xc nh cn nguyn ca cc vn ;

 Nhn mnh vic ci tin quy trnh loi tr dao ng trong quy trnh sn xut hay cc qui trnh qun l khc gip gim thiu li v tng s hi lng ca khch hng; Qun l ch ng y trch nhim trong vic tp trung ngn nga sai st, ci tin lin tc v khng ngng vn ti s hon ho; Phi hp lin chc nng trong cng t chc; v Thit lp nhng mc tiu rt cao. 3. Cc cp trong Six Sigma: "Sigma" c ngha l lch chun (standard deviation) trong thng k, nn Six Sigma ng ngha vi su n v lch chun.

Mc tiu ca Six Sigma l ch c 3,4 li (hay sai st) trn mi mt triu kh nng gy li. Ni cch khc, l s hon ho n mc 99,99966%.

 Gh c lm theo ng kch c khch hng yu cu (1 kh nng) Vt liu g lm gh ng cha? (1 kh nng) m ca g nm trong phm vi tiu chun cho php (1 kh nng) Gh khng b h hng ( 1 kh nng) Gh c sn ng mu sc ( 1 kh nng) Gh c ng gi ng qui cch (1 kh nng) Trong khi phn ln cc doanh nghip sn xut t nhn Vit Nam hin ang mc khong Ba Sigma hoc thm ch thp hn th trong mt vi trng hp, mt d n ci tin quy trnh p dng cc nguyn tc Six Sigma c th trc tin nhm n mc Bn hay Nm Sigma vn cng mang li kt qu gim thiu khuyt tt r rt. Cng cn lm r rng Six Sigma o lng cc kh nng gy li ch khng phi cc sn phm li. Mt sn phm cng phc tp s c nhiu kh nng b li hn. V d, cng l n v sn phm nhng kh nng gy li trong mt chit -t nhiu hn so vi mt chic kp giy. Di y l mt v d cho cch tnh s kh nng gy li trong qui trnh sn xut sn phm gh g: Cng ty A phi sn xut 5 n hng cho khch hng, mi n hng c mt mt hng l gh g (5 chic). S kh nng gy li cho mt mt hng gh g c xc nh nh sau: Tng s kh nng gy li = s lng gh X s kh nng = 5 X 6 = 30 kh nng 4. Tp trung vo cc ngun gy dao ng: Di cch nhn ca Six Sigma, mt quy trnh kinh doanh thng c trnh by di dng hm s thu gn Y=f(X), trong kt qu u ra (Y) c chi phi bi mt s bin hay tc nhn u vo (X). Nu chng ta gi nh rng c mi lin h gia kt qu (Y) vi cc tc nhn tim nng (X), chng ta cn thu thp v phn tch s liu da trn cc cng c kim tra v k thut thng k trong Six Sigma chng minh gi thuyt ny. Nu mun thay i kt qu u ra, chng ta cn tp trung vo vic xc nh v kim sot cc tc nhn hn l kim tra sng lc u ra. Mt khi c hiu bit v c bin php kim sot tt cc tc nhn X, chng

ta c th d on mt cch chnh xc kt qu Y. Nu khng theo cch trn, chng ta ch tp trung n lc vo cc hot ng d tha (Non Value-Added) nh kim tra, trc nghim v sa li sn phm. 5. Ci tin qui trnh: Mc ch ca Six Sigma l ci thin cc qui trnh sao cho cc vn khuyt tt v li khng xy ra thay bng vic ch tm ra cc gii php tm thi ngn hn cho cc vn . Ch khi nguyn nhn gy sai lch, nh cp phn trc, c xc nh th qui trnh mi c th c ci thin do sai lch khng lp li trong tng lai. V d, nu mt nh sn xut g Vit Nam ang gp phi tnh trng chm tin khu kim tra cht lng ca cng on lp rp hon thin s b bi v h thng xuyn nhn c cc chi tit sai hng t cc b phn ch nhm v phi ti ch chng: Gii php in hnh: Cn i li chuyn bng vic cho thm cng nhn vo kim tra v ti ch. Gii php Six Sigma: iu tra v kim sot cc tc nhn chnh ngn nga li xy ra t cng on u tin. N c th bao gm cc th tc cn chnh my mc khng r rng, cc hng dn cng vic ch nhm khng r rng, cc t trng khng c y k nng gim st cng vic hiu qu, thiu qui trnh kim tra cht lng g ti phn xng ra phi g, vv.. Trong mt v d khc, mt cng ty chuyn sn xut sn phm nha thng xuyn gp phi tnh trng sn xut sai mu sc sn phm so vi yu cu ca khch hng: Gii php in hnh: iu chnh cng thc phi trn mu ang c s dng bng n lc th- sai. Gii php Six Sigma: Xc nh cc tc nhn u vo chnh ca qui trnh phi mu dn n vic lm sai mu sc ca sn phm sau kim sot cc tc nhn ny. Cc tc nhn ny c th bao gm nh cung ng vt t, s r rng ca cc hng dn cng thc phi trn, h thng thu thp v kim tra cc cng thc phi trn, cn chnh thit b phi trn, kh nng thc hin ca cng nhn theo hng dn cng vic.vv..

6. Cc h thng o lng v thng k: Xy dng cc h thng o lng (metrics) mi v t nhng cu hi mi l mt phn thuc tnh quan trng ca h phng php Six Sigma. ci thin kt qu, mt cng ty cn xc nh nhng cch thc o lng cc bin ng trong cc quy trnh kinh doanh, thit lp cc ch s thng k da trn cc h thng o lng v sau s dng cc ch s ny a ra nhng cu hi v cn nguyn ca nhng vn cht lng lin quan n cc sn phm, dch v v quy trnh. 7. Six Sigma khng ch dnh cho sn xut: Mc d Six Sigma thng c p dng ch yu gim thiu khuyt tt trong quy trnh sn xut, phng php tng t cng c s dng ci tin cc quy trnh kinh doanh khc. C th nh: Tm ra bin php gia tng cng sut ca thit b; Ci thin t l giao hng ng hn; Gim thi gian quy trnh tuyn dng v hun luyn nhn vin mi; Ci thin kh nng d bo bn hng; Gim thiu sai st v cht lng v giao nhn vi cc nh cung cp; Ci thin cng tc hu cn v lp k hoch; Ci thin cht lng dch v cho khch hng.v.v 8. Vic ng dng Six Sigma trn Th gii: Six Sigma c hnh thnh tp on Motorola vo nm 1986 v sau c ph bin rng ri bi thnh cng ca tp on General Electric (GE) vo thp nin 90. Cc t chc nh Honeywell, Citigroup, Motorola, Starwood Hotels, DuPont, Dow Chemical, American Standard, Kodak, Sony, IBM, Ford trin khai cc chng trnh Six Sigma xuyn sut cc hot ng kinh doanh a dng t sn xut

cng ngh cao cho n dch v v cc hot ng ti chnh. Tuy cha c ph bin rng Vit Nam nhng mt vi cng ty c vn u t nc ngoi nh American Standard, Ford, LG v Samsung a chng trnh Six Sigma vo trin khai p dng. Trong mt kho st gn y do cng ty DynCorp thc hin cho thy: Khong 22% trong tng s cc cng ty c kho st ti M ang p dng Six Sigma; 38,2% trong s cc cng ty ang p dng Six Sigma ny l cc cng ty chuyn v cc ngnh dch v, 49.3% l cc cng ty chuyn v sn xut v 12.5% l cc cng ty thuc cc lnh vc khc; So snh trn phng din hiu qu, Six Sigma c nh gi l cao hn ng k so vi cc h thng qun tr cht lng v cng c ci tin qui trnh khc (tuy nhin, Six Sigma y cn bao gm nhiu cng c cha c lit k trong kho st ny). H thng qun tr cht lng, cng c ci tin qui trnh no cho cc hiu qu to ln nht? - Six Sigma: 53.6% - S qui trnh (process mapping): 35.3% - Phn tch nguyn nhn gc (Root cause analysis): 33.5% - Phn tch nguyn nhn v kt qu (Cause-and-effect analysis): 31.3% - T duy/Sn xut theo Lean (Lean thinking/manufacturing): 26.3% - So snh ly chun (Benchmarking): 25.0% - Gii quyt vn (Problem solving): 23.2% - ISO 9001: 21.0% - Nng lc qui trnh (Process capability): 20.1% - Kim sot qui trnh bng thng k (Statistical process control): 20.1% - Cc ch s nh gi hiu qu (Performance metrics): 19.2% - Biu kim sot (Control charts): 19.2% - Qun l qui trnh (Process management): 18.8% - Qun l d n (Project management): 17.9% - Cc qui trnh nh hng khch hng (Customer-driven processes): 17.9% - Thit k th nghim (Design of experiments): 17.4% - Phn tch sai st v tc ng (Failure mode and effects analysis): 17.4%

- Ngn nga sai st (Mistake-proofing/Poka yoke): 16.5% - Ti thit qui trnh (Process reengineering): 16.1% - Qun l s thay i (Change management): 14.7% - Qun l cht lng ton din (Total Quality Management (TQM)): 10.3% - o lng s dao ng (Variation measurement): 10.3% - Cc tiu ch nh gi ca chng trnh Malcolm Baldridge (Malcolm Baldridge criteria): 9.8% - Phn tch lu cng vic (Workflow analysis): 9.8% - Quy trnh ra quyt nh (Decision making): 8.9% - Phn tch xu hng (Trend analysis): 8.0% - Qun l da trn d kin (Management by fact): 6.7% - Gim thi gian chun b cho quy trnh (Setup reduction ): 6.7% - Qun l tri thc (Knowledge management): 5.8% - C cu phn chia cng vic (Work breakdown structure): 3.1%

Nhng li ch t chng trnh 6 Sigma

Thc hin Six Sigma em li nhng li ch bao gm: chi ph sn xut gim, chi ph qun l gim, s hi lng ca khch hng gia tng thi gian chu trnh gim, giao hng ng hn, d dng hn cho vic m rng sn xut, k vng cao hn, v nhng thay i tch cc trong Vn ho ca T chc. 1. Chi ph sn xut gim: Vi t l khuyt tt gim ng k, cng ty c th loi b nhng lng ph v nguyn vt liu v vic s dng nhn cng km hiu qu lin quan n khuyt tt. iu ny s gim bt chi ph hng bn trn tng n v sn phm v v th gia tng ng k li nhun (gp) ca cng ty hoc cho php cng ty bn sn phm vi gi thp hn v mang li doanh thu cao hn nh bn c nhiu hn. V d, nu mt cng ty c t l hng khuyt tt khng th ti ch l 6%, chi ph nguyn vt liu l 60%, chi ph nhn cng l 10% ca doanh thu, li gp l 20%, mt phn tch n gin c th cho thy hiu qu t vic gim khuyt tt c tc ng ci thin ng k cho ch s li gp nh sau:

2. Chi ph qun l gim: Vi t l khuyt tt gim ng k, v vic thc hin cc ci tin qui trnh theo cc khuyt tt tng t khng ti din, cng ty c th gim bt lng thi gian m ban qun l trung v cao cp dnh gii quyt cc vn pht sinh do t l khuyt tt cao. iu ny cng gip cp qun l c nhiu thi gian cho cc hot ng mang li gi tr cao hn. 3. S hi lng ca khch hng gia tng: Nhiu doanh nghip t nhn Vit Nam gp phi nhng vn ti din lin quan n vic sn phm khng p ng c cc yu cu v quy cch k thut t pha khch hng khin khch hng khng hi lng m i khi hy b n t hng. Bng cch lm gim ng k t l li, cng ty s c th lun cung cp sn phm n tay khch hng p ng hon ton cc thng s k thut c yu cu v v th lm tng s hi lng ca khch hng. S hi lng ca khch hng gia tng gip gim thiu ri ro b chm dt n t hng t pha khch hng ng thi gia tng kh nng l khch hng s t nhng n hng ln hn. iu ny ng ngha vi vic mang li doanh thu cao hn ng k cho cng ty. Hn na, chi ph cho vic tm c khch hng mi kh cao nn cc cng ty c t l tht thot khch hng thp s gim bt chi ph bn hng v tip th vn l mt phn ca tng doanh thu bn hng. 4. Thi gian chu trnh gim: Cng mt nhiu thi gian x l nguyn vt liu v thnh phm trong quy trnh sn xut th chi ph sn xut cng cao, mt khi hng tn chm bn cn c di

di, lu gi, m, tm li v chu nhiu ri ro hn v h hng hay khng cn p ng c cc thng s yu cu. Tuy nhin, vi Six Sigma, c t vn ny sinh hn trong qu trnh sn xut, c ngha l quy trnh c th lun c hon tt nhanh hn v v vy chi ph sn xut, c bit l chi ph nhn cng trn tng n v sn phm lm ra, s thp hn. Bn cnh vic gim chi ph sn xut, thi gian lun chuyn trong quy trnh nhanh hn l mt u th bn hng i vi nhng khch hng mong mun sn phm c phn phi mt cch nhanh chng. 5. Giao hng ng hn: Mt vn thng gp i vi nhiu doanh nghip sn xut t nhn Vit Nam l c t l giao hng tr rt cao. Nhng dao ng c th c loi tr trong mt d n Six Sigma c th bao gm cc dao ng trong thi gian giao hng. V vy, Six Sigma c th c vn dng gip m bo vic giao hng ng hn mt cch u n. 2 Vic gim t l khu hao trn phn trm doanh thu l kt qu ca vic tng sn lng t nh xng v thit b hin ti do gim khuyt tt v ti ch, cng nh gim thi gian ngng my. 6. D dng hn cho vic m rng sn xut: Mt cng ty vi s quan tm cao v ci tin quy trnh v loi tr cc ngun gy khuyt tt s c c s hiu bit su sc hn v nhng tc nhn tim tng cho cc vn trong cc d n m rng quy m sn xut cng nh nhng h thng thch hp cho vic o lng v xc nh ngun gc ca nhng vn ny. V vy cc vn t c kh nng xy ra khi cng ty m rng sn xut, v nu c xy ra th cng s nhanh chng c gii quyt. 7. K vng cao hn: Vic nhm n t l 3,4 li phn triu kh nng cho php cng ty thit lp nhng k vng cao hn. T thit lp nhng k vng cao hn c th hng cng ty n nhng thnh tch cao hn nh gip gim bt s t mn. Hn na, cc chng trnh Six Sigma gii thiu rt nhiu h thng o lng mi gip cng ty pht hin v kim sot nhng vn ti din v v vy to ra thc cp bch trong vic gii quyt cc vn ny.

8. Nhng thay i tch cc trong Vn ho ca T chc: Six Sigma cng vt tri v yu t con ngi khng km u th ca n v k thut. Nhn vin thng t hi bng cch no h c th gii quyt mt vn kh, nhng khi h c trang b nhng cng c a ra nhng cu hi ng, o lng ng i tng, lin kt mt vn vi mt gii php v ln k hoch thc hin, th h c th tm ra nhng gii php cho vn mt cch d dng hn. V vy, vi Six Sigma, vn ho t chc ca cng ty chuyn sang hnh thc tip cn c h thng trong vic gii quyt vn v mt thi ch ng vi thc trch nhim gia cc nhn vin. Cc chng trnh Six Sigma thnh cng cng gp phn lm tng lng t ho chung ca nhn vin trong cng ty. Six Sigma chuyn bin cch ngh v lm ca mt cng ty i vi nhng vn trng tm trong kinh doanh: Thit k quy trnh: Thit k cc quy trnh sn xut c c nhng kt qu n nh v tt nht ngay t u. Kho st bin s: Tin hnh nghin cu xc nh nhng bin s hay tc nhn gy nn dao ng v cch thc cc bin tng tc ln nhau. Phn tch v l lun: S dng cc d kin v s liu tm ra cn nguyn ca dao ng thay v da vo nhng v on hay trc gic. Tp trung vo ci tin quy trnh: Tp trung vo ci tin quy trnh c xem l nh hng then cht t c s vt tri trong cht lng. Tinh thn tin phong: Khuyn khch nhn vin tr nn ch ng v y trch nhim trong vic ngn nga nhng vn tim tng thay v ch i i ph vi cc vn xy ra. Tham gia su rng trong vic gii quyt vn : Thu ht nhiu ngi hn tham gia vo vic tm ra cc tc nhn v gii php cho cc vn . Chia x kin thc: Hc hi v chia x kin thc di hnh thc nhng ng dng tt nht (best practice) c kim chng gia tng tc ci tin ton din. Thit lp mc tiu: Nhm n nhng mc tiu vt bc, ch khng phi nhng ch tiu va kh nng, v th cng ty khng ngng n lc ci tin. Cc nh cung cp: Gi c khng l tiu ch duy nht nh gi v chn la nh cung cp m nng lc tng i ca h trong vic cung cp mt cch n nh nguyn vt liu c cht lng trong thi gian ngn nht cng c xem xt.

 Ra quyt nh da trn d liu: cc quyt nh c a ra da trn phn tch k lng cc s liu v thc t. Tuy nhin, iu ny khng c ngha l n tc ng tiu cc ti kh nng ra cc quyt nh nhanh ca cng ty. Ngc li, bng vic p dng thun thc cc nguyn tc ca qui trnh DMAIC, nhng ngi ra quyt nh c th d dng c s liu mnh cn hn a ra cc quyt nh chnh xc.

Tin trnh DMAIC

Tin trnh DMAIC l trng tm ca cc d n ci tin quy trnh Six Sigma. Cc bc sau y gii thiu quy trnh gii quyt vn m trong cc cng c chuyn bit c vn dng chuyn mt vn thc t sang dng thc thng k, xy dng mt gii php trn m hnh thng k ri sau chuyn i n sang gii php thc t. 1. Xc nh - Define ( D ) Mc tiu ca bc Xc nh l lm r vn cn gii quyt, cc yu cu v mc tiu ca d n. Cc mc tiu ca mt d n nn tp trung vo nhng vn then cht lin kt vi chin lc kinh doanh ca cng ty v cc yu cu ca khch hng. Bc Xc nh bao gm: xc nh cc yu cu ca khch hng c lin quan n d n ci tin. Cc yu cu c lm r t pha khch hng c gi l cc c tnh Cht Lng Thit Yu (Critical-to-Quality); xy dng cc nh ngha v khuyt tt cng chnh xc cng tt; tin hnh nghin cu mc so snh (thng s o lng chung v mc thc hin trc khi d n ci tin bt u); t chc nhm d n cng vi ngi u (Champion); c tnh nh hng v mt ti chnh ca vn ; v chp thun ca lnh o cp cao cho tin hnh d n. Cc cu hi cn phi gii p: iu g l quan trng i vi khch hng? Chng ta ang n lc lm gim loi li/khuyt tt g? Mc gim bao nhiu?

 Khi no hon tt vic ci tin? Ch ph do li, khuyt tt gy ra hin ti l bao nhiu? Nhng ai s tham gia vo d n? Ai s u, h tr chng ta thc hin d n ny? Cc cng c c p dng ph bin nht trong bc ny bao gm: Bng Tm Lc D n (Project Charter)-L ti liu m t r rng cc vn , nh ngha khuyt tt, cc thng tin v thnh vin ca nhm d n, mc tiu ca d n s thc hin v ghi nhn s cam kt h tr thc hin ca nhng ngi lin quan. Biu Xu Hng (Trend Chart)- Biu th trc quan xu hng cc li, khuyt tt xut hin sau mt thi gian. Biu Pareto (80/20)- Biu th trc quan mc tc ng tch cc v tiu cc gia tc nhn u vo ti kt qu u ra hoc mc khuyt tt. Lu Quy Trnh (Process Flow Chart)- Cho bit cch thc hot ng v trnh t cc bc thc hin ca qui trnh hin ti. 2. o lng - Measure ( M ) Mc tiu ca bc o Lng nhm gip hiu tng tn mc thc hin trong hin ti bng cch xc nh cch thc tt nht nh gi kh nng hin thi v bt u tin hnh vic o lng. Cc h thng o lng nn hu dng, c lin quan n vic xc nh v o lng ngun to ra dao ng. Bc ny gm: xc nh cc yu cu thc hin c th c lin quan n cc c tnh Cht Lng Thit Yu (CTQ); lp cc s quy trnh (process map) lin quan vi cc yu t u vo (Input/X) v u ra (Output/Y) c xc nh m trong , mi bc ca quy trnh, cn th hin mi lin kt ca cc tc nhn u vo c th tc ng n yu t u ra; lp danh sch ca cc h thng o lng tim nng; phn tch kh nng h thng o lng v thit lp mc so snh v nng lc ca quy trnh; xc nh khu vc m nhng sai st trong h thng o lng c th xy ra; tin hnh o lng v thu thp d liu cc tc nhn u vo, cc quy trnh v u ra;

 kim chng s hin hu ca vn da trn cc h thng o lng; lm r vn hay mc tiu ca d n. Cc cu hi cn phi gii p: Qui trnh hin ti ca chng ta l g? Mc hiu qu nh th no? Kt qu u ra no nh hng ti c tnh cht lng thit yu nhiu nht (CTQ)? Yu t u vo no nh hng ti kt qu u ra (c nh hng ti CTQ) nhiu nht? Kh nng o lng/pht hin dao ng ca h thng ph hp cha? Nng lc ca qui trnh hin ti ra sao? Qui trnh hin ti hot ng ra sao? Qui trnh (hin ti) c th tt n mc no nu mi th u hot ng nhp nhng? Qui trnh hin ti c th hon ho ti mc no theo nh thit k? Cc cng c c th ng dng ph hp nht trong bc ny bao gm: S xng c th hin cc mi lin h gia cc yu t u vo v cc kt qu u ra. Lu qui trnh - hiu r cc qui trnh hin ti v to iu kin cho nhm d n c th xc nh c cc lng ph tim n. Ma trn nhn - qu - nh lng mc tc ng ca mi yu t u vo dn n s bin thin ca cc kt qu u ra. Phn Tch Trng Thi Sai St v Tc ng (FMEA) s khi - s dng cng c ny trong bc o lng s gip chng ta xc nh v thc hin cc bin php khc phc tm thi gim thiu khuyt tt v tit kim chi ph cng sm cng tt. nh Gi Tin Cy Ca H Thng o Lng (GR&R)- c s dng phn tch s bin thin ca cc thnh phn ca h thng o lng theo s lm gim thiu s thiu tin cy ca cc h thng o lng. 3. Phn tch - Analyze ( A ) Trong bc Phn Tch, cc thng s thu thp c trong bc o Lng c phn tch cc gi thuyt v cn nguyn ca dao ng trong cc thng s c

to lp v tin hnh kim chng sau . Chnh bc ny, cc vn kinh doanh thc t c chuyn sang cc vn trn thng k, gm c: lp gi thuyt v cn nguyn tim n gy nn dao ng v cc yu t u vo thit yu (X); xc nh mt vi tc nhn v yu t u vo chnh c tc ng r rt nht; v kim chng nhng gi thuyt ny bng phn tch a Bin (Multivariate). Cc cu hi cn c gii p: Yu t u vo no c nh hng ln nht ti cc c tnh cht lng c bn ca u ra (CTQ) (da trn cc s liu thc t)? Mc nh hng bao nhiu? S kt hp ca cc bin s c nh hng ti cc kt qu u ra khng ? Nu mt yu t u vo thay i, kt qu u ra c thay i tng ng nh mong i khng? Cn bao nhiu ln quan st c kt lun? Mc tin cy ca kt lun l bao nhiu? Bc phn tch cho php chng ta s dng cc phng php v cng c thng k c th tch bit cc nhn t chnh c tnh thit yu hiu r hn v cc nguyn nhn dn n khuyt tt: 5 Ti sao (Five Whys) - s dng cng c ny hiu c cc nguyn nhn su xa ca khuyt tt trong mt qui trnh hay sn phm, v c th ph v cc mc nh sai lm trc y v cc nguyn nhn. nh gi cc c tnh phn b (Descriptive Statistics, Histograms) cng c ny dung xc minh c tnh ca cc d liu thu thp c l bnh thng hay bt bnh thng nhm gip ta chn cc cng c phn tch thng k thch hp v sau. Phn tch tng quan/Hi qui (Correlation/Regression Analysis)- Nhm xc nh mi quan h gia cc yu t u vo ca qui trnh v cc kt qu u ra hoc mi tng quan gia hai nhm d liu bin thin. th tc nhn chnh (Main Effect Plot)- Hin th cc tc nhn chnh trong s cc tc nhn c nghin cu. Phn tch phng sai (ANOVA) y l cng c thng k suy lun c thit k kim tra s khc bit ng k gia gi tr trung bnh cng (mean) gia hai hoc

nhiu tp hp mu. Hon thnh bng FMEA (Failure Mode and Effect Analysis) p dng cng c ny trn qui trnh hin ti gip ta xc nh cc hnh ng ci thin ph hp ngn nga khuyt tt ti din. Cc phng php kim chng gi thuyt (Hypothesis testing methods) y l tp hp cc php kim tra nhm mc ch xc nh ngun gc ca s dao ng bng cch s dng cc s liu trong qu kh hoc hin ti cung cp cc cu tr li khch quan cho cc cu hi m trc y thng c tr li mt cch ch quan. 4. Ci tin - Improve ( I ) Bc Ci Tin tp trung pht trin cc gii php nhm loi tr cn nguyn ca dao ng, kim chng v chun ho cc gii php. Bc ny bao gm: xc nh cch thc nhm loi b cn nguyn gy dao ng; kim chng cc tc nhn u vo chnh; khm ph mi quan h gia cc bin s; thit lp dung sai cho quy trnh, cn gi l gii hn trn v di ca cc thng s k thut hay yu cu ca khch hng i vi mt quy trnh nhm nh gi mc p ng ca mt c tnh c th, v nu quy trnh vn hnh n nh bn trong cc gii hn ny s gip to ra sn phm hay dch v t cht lng mong mun; ti u cc tc nhn u vo chnh hoc ti lp cc thng s ca quy trnh lin quan. Cc cu hi cn c gii p trong bc ny: Khi chng ta bit r yu t u vo no c nh hng ln nht n cc kt qu u ra, chng ta phi lm th no kim sot chng? Chng ta cn phi th bao nhiu ln tm ra v xc nh ch hot ng /quy trnhchun ti u cho nhng yu t u vo ch yu ny? Qui trnh c cn c ci thin ch no v qui trnh mi s ra sao? gim c bao nhiu Khuyt Tt Trn Mt Triu Kh Nng (DPMO)? Cc cng c thng c p dng bao gm:

 S qui trnh (Process Mapping) Cng c ny gip ta ti hin li qui trnh mi sau khi thc hin vic ci tin. Phn tch nng lc qui trnh (CPK)- nhm kim tra nng lc ca qui trnh sau khi thc hin cc hnh ng ci tin bo m rng chng ta t c cc ci thin tht s trong vic ngn nga khuyt tt Thit k th nghim (DOE) y l tp hp cc th nghim c lp k hoch xc nh cc ch /thng s hot ng ti u nhm t c cc kt qu u ra nh mong mun v xc nhn cc ci tin. 5. Kim sot - Control ( C ) Mc tiu ca bc Kim Sot l thit lp cc thng s o lng chun duy tr kt qu v khc phc cc vn khi cn, bao gm c cc vn ca h thng o lng. Bc ny bao gm: hon thin h thng o lng; kim chng nng lc di hn ca quy trnh; trin khai vic kim sot quy trnh bng k hoch kim sot nhm m bo cc vn khng cn ti din bng cch lin tc gim st nhng quy trnh c lin quan. Cc cu hi cn phi gii p trong bc ny: Khi cc khuyt tt c gim thiu, lm th no chng ta c th bo m cc ci thin c duy tr lu di? Nhng h thng no cn c p dng kim tra vic thc hin cc th tc ci thin? Chng ta cn thit lp nhng bin php g duy tr cc kt qu thm ch khi c nhiu th thay i? Cc bi hc v ci thin c th c chia x cho mi ngi trong cng ty bng cch no? Cc cng c c thch hp nht trong bc ny bao gm: K hoch kim sot (Control Plans) y l mt hoc tp hp cc ti liu ghi r cc hnh ng, bao gm c lch thc hin v trch nhim cn thit kim sot cc tc nhn bin thin u vo chnh yu vi cc ch hot ng ti u.

 Lu qui trnh vi cc mc kim sot - Bao gm mt s n l hoc tp hp cc s biu th trc quan cc qui trnh mi. Cc biu kim sot qui trnh bng thng k (SPC) - Tp hp cc biu gip theo di cc qui trnh bng cch hin th cc d liu theo thi gian gia gii hn tiu chun cn trn (USL) v gii hn tiu chun cn di (LSL) cng vi mt ng trung tm (CL) Cc phiu kim tra (Check Sheets) cng c ny cho php chng ta lu gi v thu thp mt cch c h thng cc d liu t cc ngun trong qu kh, hoc qua s kin pht sinh. Theo , cc mu thc lp li v cc xu hng c th c nhn dng v trnh by mt cch r rng.

6 Sigma vi cc h thng cht lng khc

Six Sigma c xy dng trn nhng yu t thnh cng ca cc chin lc ci tin cht lng trc y v hp thnh nhng phng php c o ca ring n. So vi cc h thng qun l v ci tin cht lng khc, Six Sigma ni bt vi h phng php gip xc nh cn nguyn ca cc vn cht lng c th v gii quyt cc vn ny. Six Sigma c th thng c s dng h tr, b sung cc h thng qun l v ci tin cht lng khc. 1. ISO 9001: 1.1 Mc tiu ca ISO 9001: ISO 9001 l mt H Thng Qun L Cht Lng bao gm cc tiu chun qun l cht lng chuyn bit cho cc ngnh c th. Mt H Thng Qun L Cht Lng l mt h thng c cu trc t chc, quy trnh, trch nhim v ngun lc c xc nh r rng v dng nh gi nhng n lc qun l cht lng chung. Chng ch ISO 9001 m bo cho khch hng ca cng ty rng nhng h thng v th tc chp nhn c mc ti thiu c p dng trong cng ty m bo rng nhng tiu chun cht lng ti thiu c p ng. 1.2 So snh vi Six Sigma:

ISO 9001 v Six Sigma p ng hai mc tiu khc nhau. ISO 9001 l mt h thng qun l cht lng trong khi Six Sigma l mt chin lc v h phng php dnh cho vic ci tin hiu qu kinh doanh. ISO 9001, vi nhng hng dn gii quyt vn v ra quyt nh, i hi c mt quy trnh ci tin lin tc nhng khng ch ra quy trnh nh th no trong khi Six Sigma c th cung cp quy trnh ci tin cn thit. Trong khi Six Sigma khng cung cp mt khun mu nh gi nhng n lc qun l cht lng chung ca t chc th ISO 9001 li c c iu ny. 1.3 Kt hp Six Sigma vi ISO: Six Sigma cung cp mt h phng php p ng nhng mc tiu c th m ISO ra nh: ngn nga khuyt tt tt c cc cng on t thit k n dch v; cc k thut thng k cn thit thit lp, kim sot, kim chng nng lc ca quy trnh v c tnh ca sn phm; kho st nguyn nhn gy li cho sn phm, quy trnh v h thng cht lng; ci tin lin lc cht lng sn phm v dch v. Six Sigma h tr ISO v gip t chc p ng c cc yu cu ca ISO. Hn na, ISO l mt phng tin tuyt vi gip cung cp t liu v duy tr h thng qun l quy trnh trong c Six Sigma. Bn cnh , vic o to bi bn l cn thit i vi c hai h thng nhm m bo cho vic trin khai thnh cng. 2. Qun tr cht lng ton din (TQM): 2.1 Mc tiu ca TQM: Qun Tr Cht Lng Ton Din (TQM) l mt h thng c cu trc gip tho mn cc khch hng bn ngoi ln bn trong v nh cung cp bng cch hp nht mi trng kinh doanh, vic ci tin lin tc v nhng t ph trong vic pht trin, ci tin v duy tr cc chu trnh trong khi thay i vn ho ca t chc. TQM nhm n nhng nguyn tc cht lng c p dng rng ri v xuyn sut mt t chc hay mt nhm cc quy trnh kinh doanh.

2.2 So snh vi Six Sigma: TQM v Six Sigma c mt s im chung nh sau: Mt nh hng v tp trung vo khch hng Mt cch nhn v cng vic theo t chc quy trnh Mt tinh thn ci tin lin tc Mt mc tiu ci tin mi mt v mi chc nng ca t chc Ra quyt nh da trn d liu Li ch mang li ty thuc vo tnh hiu qu ca cng tc trin khai. S khc bit chnh gia TQM v Six Sigma l Six Sigma tp trung vo vic u tin gii quyt nhng vn c th c chn la theo mc u tin c tnh chin lc ca cng ty v nhng vn ang gy nn nhng khuyt tt ni tri, trong khi TQM p dng mt h thng cht lng bao qut hn cho tt c cc quy trnh kinh doanh ca cng ty. Mt khc bit k tip l TQM nh hng p dng cc xng cht lng trong phm vi phng ban trong khi Six Sigma mang tnh lin phng ban c ngha l n tp trung vo mi phng ban c lin quan n mt quy trnh kinh doanh c th vn ang l ti ca mt d n Six Sigma. Mt khc bit na l TQM cung cp t phng php hn trong qu trnh trin khai trong khi m hnh DMAIC ca Six Sigma cung cp mt cu trc vng chc hn cho vic trin khai v thc hin. V d, Six Sigma c s tp trung mnh m hn vo vic o lng v thng k gip cng ty xc nh v t c nhng mc tiu c th. 2.3 Kt hp TQM vi Six Sigma: Six Sigma l h thng h tr cho TQM v n gip u tin ho cc vn trong mt chng trnh TQM bao qut, v cung cp m hnh DMAIC vn c th c s dng p ng cc mc tiu ca TQM. 3. Six Sigma v Lean Manufacturing (H Thng Sn Xut Tit Kim):

3.1 Mc tiu ca Lean: H thng Lean nhm n mc tiu gim thi gian t lc c n t hng cho n qu trnh sn xut v phn phi sn phm bng cch loi b cc hot ng khng mang li gi tr (non-value added) v nhng lng ph trong qu trnh sn xut. M hnh l tng m h thng Lean nhm n l lung mt-sm phm (one-piece flow) vn c chi phi bi nhu cu khch hng v mt nh sn xut p dng Lean th lin tc ci tin theo hng m hnh l tng . 3.2 So snh vi Six Sigma: C Six Sigma v Lean c nhng th mnh ring v chng phi hp h tng nhau bi v chng u tp trung vo vic ci thin kt qu thng qua ci tin cc quy trnh. im tp trung chnh ca Lean l loi b lng ph di nhiu hnh thc: tn ng qu mc cn thit mt bng sn xut, tn kho, nguyn vt liu, hng hc, hng sa li, thi gian chu trnh, lng ph vn, lng ph nhn cng v thi gian cng l ti ca cc d n Six Sigma. Ngoi ra, mt s cng c ca Lean cng c s dng trong cc d n Six Sigma khi cn. Cc cng c ca Lean thc cht khng mnh v thng k v vy s khng hiu qu trong vic nghin cu dao ng, m dao ng li hin hu trong mi quy trnh v cn c xc nh ci tin quy trnh. Th hai, phng php Lean ch hu dng nht trong mi trng sn xut trong khi Six Sigma hiu qu hn nhiu trong vic to ra ngn ng v h phng php chung hu dng cho ton t chc. 3.3 Kt hp Lean vi Six Sigma: Rt ph bin hin nay khi cc cng ty kt hp Lean vi Six Sigma theo cch thc hay phng php c tn gi l Lean Six Sigma. Six Sigma cung cp mt cu trc v b cng c phong ph hn gii quyt vn , c bit vi nhng vn m gii php cha c bit n. Khi mc tiu l thit k quy trnh, t chc mt bng xng, gim lng ph ng thi cch thc t c mc tiu c bit trc, cc cng c v phng php ca Lean s c

 ngh. Tri li, ci thin nhng vn vn cha c gii php th Six Sigma nn c vn dng. V h thng ci tin ton din bao gm c nhng d n vi gii php bit trc hoc cha bit, c Six Sigma v Lean s u c ch ng trong h thng.

Trin khai 6 Sigma

Mc du kt qu ca cc d n Six Sigma l mc tiu eo ui ca hu ht cc cng ty, tuy nhin cc cng ty cn quan tm mt cch k lng ti qui trnh trin khai, bi v Six Sigma i hi mt s cam kt rt cao ca ban lnh o cng nh cc nhn vin ng vai tr quan trng trong t chc. 1. Cc bc thit lp nng lc Six Sigma trong t chc: Nhn nh: nhn bit nhu cu ng dng chng trnh Six Sigma v tm hiu tc ng tim nng ca n i vi cng ty. Quyt nh: ban lnh o cp cao chp thun xng Six Sigma v xc nh mc tiu, phm vi trin khai Six Sigma. T chc: thit lp mc tiu ti chnh, lch trnh, o to cho nhm iu hnh cp cao v c vn chuyn trch trin khai (Deployment Champions), l ngi chu trch nhim xy dng k hoch v c cu t chc h tr. Khi xng: xy dng nhng k hoch trin khai chi tit bao gm s lng chuyn vin Six Sigma Black Belt v ngun nhn lc cn thit khc cho mi n v kinh doanh, cc yu cu hun luyn, cc xut kh nng cho cc d n Six Sigma cng vi c tnh gi tr tit kim v chi ph, hnh thc v lch trnh nh gi cp nht tin cc d n, nhng hng dn v h thng theo di hiu qu cho tng d n, nh hng ti chnh mong i t chng trnh Six Sigma trong tng thi k v so snh vi thc t. Trin khai: hun luyn cho cc Champion v Black Belt c chn. ng thi cng chn v thc hin cc d n ci tin.

Duy tr: hun luyn cc chuyn vin Six Sigma Green Belt v Trng nhm Ci Tin Quy Trnh nhm tng tc nhng n lc ci tin cng nh duy tr nhng thnh qu t c. 2. Yu t tin quyt trin khai thnh cng: 5.2.1 Cam kt ca Lnh o cp cao: Vic trin khai Six Sigma th hin mt cam kt di hn v s thnh cng ca cc d n Six Sigma ty thuc c bn vo mc cam kt bi ban qun l cp cao. S thnh cng ca General Electric i vi Six Sigma phn ln do vai tr ng gp ca ng Jack Welch (cu Ch Tch Tp on) trong vic khng ngng ng h Six Sigma v kt hp chng trnh ny vo trng tm chin lc ca cng ty. 5.2.2 Nhng cu hi u tin trc khi quyt nh eo ui Six Sigma: Cp lnh o ca cng ty hiu v hon ton ng h vic trin khai Six Sigma? Cng ty c ci m v sn sng thay i? Cng ty c khao kht hc hi? Cng ty c sn sng cam kt ngun lc, gm con ngi v tin bc, trin khai chng trnh Six Sigma? 5.2.3 Chn la v o to ng ngi: iu cn thit l thu ht c nhng ngi gii nht tham gia vo xng Six Sigma ca cng ty v khuyn khch h bng th lao, phn thng, s cng nhn v thng tin gn lin vi kt qu thc hin. Cc chng trnh o to nn tp trung vo cc k nng thng k, phn tch, gii quyt vn v lnh o gip g b nhng ro cn v to ra nhng xung lng tch cc ban u. Hn na, vic khin cho nhn vin hng khi v phn khch v Six Sigma nn c thc hin qua hun luyn v truyn t thng tin. Mi ngi trong cng ty nn hiu Six Sigma s mang li li ch cho h v cng ty nh th no.

5.2.4 Chn lc cc d n Six Sigma: Trc tin, cc d n Six Sigma tp trung vo nhng vn then cht mang tnh lin kt chin lc; c nh hng r rt n mc hi lng ca khch hng; v thit yu i vi kt qu kinh doanh di hnh thc mang li hiu qu ti chnh nhanh chng v to ln (thu nhp cao, chi ph thp hn, v.v). Vic chn la cc d n Six Sigma giai on u l rt quan trng v do n ng mt vai tr then cht cho s thnh cng ca cc d n Six Sigma. T chc cn xem xt mt cch k lng cc tc ng c th nh hng n s thnh cng ca d n cng nh vic xem xt cc kh nng c th gii quyt c vn m khng cn ti vic thc hin d n Six Sigma. 5.2.5 Qun l cc d n Six Sigma: Trong sut qu trnh thc hin d n, iu quan trng l: dn dt n lc tp trung trong ngi u cho d n (Champion) chu trch nhim tin hnh nh gi nh k tin d n, s dng quyn hn ca mnh gii quyt cc khc mc lin chc nng cng nh phn b ngun lc cho nhng ni cn thit; kim tra nh hng ti chnh tht s t d n (vui lng tham kho mc 5.2.6); lin tc thng tin tin trnh ca d n n cp lnh o iu hnh v nhng thnh vin c lin quan n d n; trin khai cc k hoch kim sot hiu qu i km vi cc ti liu lin quan nh S Quy Trnh (Process Maps), Ma Trn Nhn Qu (C&E Matrix), Phn Tch Trng Thi Sai St v Tc ng (FMEA), Tm Lc K Hoch Kim Sot (Control Plan Summary) v cc thay i th tc c duyt m bo rng cc ci tin c duy tr; nh k ti xem xt hiu qu ca d n sau khi hon tt; vai tr, trch nhim ca cc phng ban v c nhn lin quan n d n nn c xc nh r rng; tin hnh hun luyn Six Sigma thng xuyn thc y chng trnh xuyn sut trong cng ty. 5.2.6 S tham gia ca b phn Ti Chnh:

B phn ti chnh cn tham gia ngay t lc bt u mi d n m bo rng nhng tit kim v chi ph c ghi nhn y i vi tng d n Six Sigma v tht s th hin trong kt qu bo co ti chnh ca cng ty. Mc so snh ca d n (baseline) v nhng ci tin c cng b phi c cn thn kim chng bi b phn ti chnh. Cc ci tin s c chuyn thnh gi tr tit kim bng tin khi co th v b khu tr nu pht sinh chi ph t d n. 3. Chi ph cho cc d n Six Sigma: Mc d cc d n Six Sigma c th mang li nhiu li ch v gip cng ty tit kim tin bc v lu di, c mt s chi ph ban u c lin quan n cc d n Six Sigma cn c quan tm. in hnh bao gm cc khon sau y: Lng trc tip Tin lng cho cc nhn vin lm vic ton thi gian trong d n Six Sigma. Lng gin tip Chi ph thi gian t nhng vin chc iu hnh cp cao, cc thnh vin ca nhm d n, nhng ngi qun l cc quy trnh v nhng ngi lin quan trong vic trin khai cc d n Six Sigma. o to v t vn Chi ph hun luyn cc ng vin v cc k nng Six Sigma. Chi ph thc hin ci tin Chi ph ci tin cc quy trnh sn xut loi tr cc ngun gy dao ng c xc nh bi cc d n Six Sigma. Khon ny c th bao gm nhng thit b, phn mm mi, chi ph nhn s cho nhng v tr mi hnh thnh.v.v Phn mm (Software) Mt s chng trnh phn mm vi tnh nh Minitab Inc.s (phn mm Minitab thng k) hay Microsofts Visio, dng xy dng cc lu quy trnh, cng c th c cn n. i khi mt s cng c phn mm tin tin hn bao gm Popkins System Architect, Proformas Provision hay Corels iGrafx Process 2003 for Six Sigma.

T in thut ng 6 Sigma
Gii thiu v gii thch mt s thut ng chuyn ngnh c s dng trong h phng php 6 Sigma. Cc thut ng ting Anh c sp xp theo th

t bng ch ci A - Z, c thut ng bng ting Vit tng ng cng vi phn ch gii chi tit. Mi cc bn cng b sung cho t in thut ng ny. Analysis of Variances (ANOVA) - Phn tch Phng sai: Mt cng c thng k cho php cng lc so snh nhiu ngun dao ng, hay tc ng, xc nh xem c bt k ngun dao ng no nh hng ng k n s thay i ca kt qu ang c nghin cu. Black Belt (BB): chuyn vin trong vic dn dt thc hin cc d n vi kinh nghim thch hp trong mt s lnh vc c th; c hun luyn chuyn su v c kin thc tt v phn tch, thng k. Mt BB s c chng nhn sau khi p ng c nhng phm cht v nng lc quy nh r bi cng ty di hnh thc mang li tit kim chi ph ng k; p dng hiu qu cng c v phng php, cc k nng phn tch, qun l d n v xy dng nhm. BB cng chu trch nhim hun luyn v dn dt cc Green Belt. Cause & Effect Matrix - Ma Trn Nhn qu: Mt ma trn hay s u tin ho cho php chn la cc bin u vo ca quy trnh (X) no c nh hng ln nht n cc bin u ra (Y). Cng c ny cng c s dng tm hiu v ch ra nhng yu cu quan trng ca khch hng. Champion: Nhng qun l iu hnh cp cao c chn ra, c hiu bit v cc cng c thng k c bn v nng cao; ngi phn b ngun lc v dp b nhng ro cn i vi cc d n Six Sigma; to ra vin cnh cho Six Sigma cng ty; xy dng k hoch hun luyn; chn lc cc d n c hiu qu cao; tm chn ng vin tim nng; xy dng v ci tin c cu t chc thc hin; gim st vic nh gi cp nht tin ca d n; nhn bit ng gp v n lc ca nhn vin. Check Sheet - Biu mu Kim tra: Cc bng hay mu biu h tr vic thu thp v tng hp s liu. Cc bng ny thng c s dng m cc loi li khc nhau. Control Plan Summary - Bng Tm Lc K Hoch Kim Sot: Mt ti liu kim sot quy trnh vi s m t hp l h thng kim sot v duy tr nhng ci tin nhm gip cng ty vn hnh cc quy trnh mt cch n nh sao cho cc sn phm lun p ng c nhu cu ca khch hng.

Correlation Analysis - Phn Tch Tng Quan: Mt phng php thng k gip xc nh liu c mi quan h gia hai bng cch v ra cc cp gi tr. nh lng mi quan h, mt ng hi qui, c c tnh c xc nh bi dc v gc ct, c th c v t cc im phn tn ca nhng d liu cp. Khi cc im d liu cp ny cng qui t gn ng hi qui c ngha l mi quan h cng mnh.

Critical to Quality (CTQ) - c Tnh Cht Lng Thit Yu: Cc yu cu (quy cch) c nu r bi khch hng, nu khng p ng c th gi l khuyt tt. Critical Inputs - Tc Nhn u Vo Chnh Yu: Mt vi tc nhn ch cht c chng minh l chu trch nhim trc tin cho kt qu u ra c xc nh (Y). Defect - Khuyt Tt / Li: Bt k sai st ca sn phm hay dch v trong vic p ng mt trong s nhng tiu chun cho php ca khch hng cng ty (bn trong hay bn ngoi). Mt sn phm li c th b mt hay nhiu li i theo. Cc khuyt tt/li nn lun c xem l khng t nu p dng thc o biu th t/Khng t. Defect Opportunity - Kh Nng Gy Li: Bt k tnh hung trong mt quy trnh i din cho mt kh nng to nn khuyt tt trn mt n v xut lng vn h trng i vi khch hng. Mt sn phm phc tp nh mt chic xe hi s c nhiu kh nng gy li hn mt sn phm n gin nh l mt chic kp giy. Design for Six Sigma (DFSS) - Thit K cho Six Sigma: M t ng dng ca cc cng c Six Sigma dnh cho nhng n lc Thit K Quy Trnh v pht trin sn phm vi mc tiu "to lp" nng lc thc hin Six Sigma. ng dng ny cng c p dng cho vic ti thit kt quy trnh trong bc Ci Tin ca d n Six Sigma. Design of Experiment (DOE) - Thit K Th Nghim: Mt phng php th nghim hiu qu gip xc nh, vi s trc nghim ti thiu, nhng tc nhn v iu kin ti u ca chng c nh hng n gi tr trung bnh v dao ng ca u ra.

DMAIC: Cc k t u ca mt H Thng Qun L/Ci Tin Quy Trnh i din cho Define (Xc nh), Measure (o Lng), Analyze (Phn Tch), Improve (Ci Tin) v Control (Kim Sot). Failure Mode & Effect Analysis (FMEA) - Phn Tch Trng Thi Sai St v Tc ng: Mt phng php c h thng nhm ngn nga khuyt tt bng cch ghi nhn cc s c sai st, cch thc m mt quy trnh b sai, c tnh ri ro lin quan n cc nguyn nhn c th, sp xp mc nghim trng ca cc vn tim tng v cch gii quyt chng. Fishbone Diagram (cause & effect diagram) - Biu Xng C: Cn c bit n vi tn gi "Fishbone" hay " Biu Ishikawa", mt cng c t duy nh hng c s dng xc nh cn nguyn (phn xng ca con c) i vi mt nh hng hay vn c th. Five Whys - 5 Ti Sao: Mt phng php dng i xuyn qua nhng du hiu b ni v nhn bit c cn nguyn tht s ca mt vn . Phng php ny cho rng bng cch lin tc hi Ti Sao? 5 ln bn c th tin su hiu c cn nguyn ct li ca vn . Gauge Repeatability & Reproducibility (GR&R) - nh Gi Tin Cy ca H Thng o Lng: Mt cng c thng k o lng mc dao ng hay sai st trong h thng o lng gy ra bi thit b o lng hay ngi thc hin cng tc o lng. Green Belt (GB): Ngi ph trch cng vic hin ti c lin quan n vn cn c gii quyt trong d n Six Sigma, ng thi vn ph trch cc cng vic thng nht ca mnh; kh quen thuc vi cc cng c thng k cn bn v nhn c s hun luyn t chuyn su hn so vi BB. Hypothesis testing (T-test, F-test) - Kim Chng Gi Thuyt: Tin trnh s dng cc cng c thng k khc nhau phn tch d liu v sau cng chp nhn hay t b gi thuyt ban u (null hypothesis). T cch nhn thc t, tm ra bng chng trn thng k cho thy gi thuyt ban u sai cho php bn loi b gi thuyt ban u v chp nhn gi thuyt thay th (alternate hypothesis). Gi thuyt ban u (H0) l mt gi nh cho rng khng c s khc bit trong cc tham s

(trung bnh, phng sai, li phn triu kh nng) gia hai hay nhiu tp hp d liu. Gi thuyt thay th (Ha) l mt pht biu cho rng s khc bit hay mi quan h thy c gia hai tp hp d liu l c tht ch khng phi do ngu nhin hay sai st trong mu nghin cu. ISO-9000: Tiu chun v hng dn dng chng nhn cc t chc xem nh hon tt vic nh ngha v tun th i vi cc quy trnh c th hin theo nh ti liu. H thng ny hu nh lin quan n cc h thng qun l cht lng hn l nhng n lc ci tin cht lng. Lean Manufacturing - H Thng Sn Xut Tit Kim: Mt h thng cc cng c gip gim thiu thi gian t lc nhn n hng n qu trnh sn xut v phn phi sn phm bng cch loi tr cc hot ng d tha (non-value added) v lng ph trong lung sn xut. Lean Six Sigma: Mt chng trnh kt hp gia Lean vi Six Sigma. Main Effect Plot - Th Tc Nhn Chnh: Mt nghin cu thng k ghi nhn li trng thi hot ng ca quy trnh sau , qua phn tch thng k v th, xc nh cc bin quan trng. Mean - S Trung Bnh: Gi tr trung bnh cng trong mt tp hp s. tnh trung bnh cng, ta cng tt c cc gi tr s sau chi cho tng s hng. Non-Value Added Activities - Cc Hot ng D Tha: Cc bc hay thao tc trong mt quy trnh khng lm tng thm gi tr cho khch hng bn ngoi nh sa li, khun vc, di di, kim tra/kim sot, ch i/tr hon.v.v Non-Value Added Waste - Lng Ph Khng Lm Tng Gi Tr: Sn phm ph ca quy trnh khng mang li gi tr. Operating Flow Chart with Control Points - Lu Quy Trnh vi cc Mc Kim Sot: Tng t lu quy trnh nhng c lm ni bt nhng khu trng yu ni m cc bin php kim sot c p dng. y l mt ti liu thng xuyn c cp nht v rt c ch cho vic hng dn kim sot quy trnh.

Pareto Chart - Biu Pareto: Mt cng c thit lp mc u tin da trn nguyn l Pareto, hay cn c bit n vi tn gi nh lut 80/20, gii thch rng 20% cc tc nhn to ra 80% nh hng. V d, 20% tc nhn ca kh nng gy li c khuynh hng to ra n 80% kh nng gy li. Biu Pareto s dng s liu thuc tnh (khng lin tc) sp thnh nhng ct theo lng gim dn, vi ct c tn xut cao (ct cao nht) ng trc. Biu s dng mt ng ly tch (cng dn) ghi nhn t l phn trm cho mi loi/ct gip phn bit 20 phn trm cc yu t gy nn 80 phn trm vn . Mc tiu ca cng c ny l u tin ho cc vn cn c gii quyt. Process - Quy Trnh: Mt chui cc hot ng hay cc bc to ra mt sn phm hay dch v. Process capability - Nng Lc Quy Trnh: Kh nng ca mt quy trnh to ra mt sn phm hay dch v hon ho trong trng thi hot ng c kim sot ca sn xut hay hot ng dch v. Process Capability Analysis - Phn Tch Nng Lc Quy Trnh: Phn tch mc m mt quy trnh c th hay khng th p ng cc yu cu ca khch hng. Process Flow Chart - Lu Quy Trnh: M hnh minh ho lung quy trnh cho thy tt c hot ng, im quyt nh, vng lp sa li v lung di chuyn. Cng c ny khc vi S Quy Trnh (Process Mapping). Process improvement - Ci Tin Quy Trnh: Phng thc ci tin tp trung vo cc gii php hay thay i c li nhm loi b hoc gim thiu khuyt tt, chi ph hay thi gian chu trnh. Phng php ny khng lm thay i thit k v nhng c tnh c bn ca mt quy trnh nguyn thy . Process Mapping - S Quy Trnh: Mt chui m hnh theo trnh t ca mt quy trnh cho thy cc yu t u vo, cc yu t u ra v cc bc ca quy trnh c xem l bc u tin tm hiu tc ng ca cc yu t u vo ny n yu t u ra nh th no. Cng c ny khc vi Lu Quy Trnh (Process Flow Chart). Project Description - M T D n: Mt pht biu khi qut nh ngha lnh vc

hay c hi c quan tm bao gm tc ng/li ch ca vic ci tin tim nng, hay ri ro nu khng tin hnh ci tin. Phn ny bao gm ch ra cc lin kt vi chin lc kinh doanh, vi khch hng, v/hoc cc gi tr ca cng ty. Phn ny do ban qun l cp cao truyn t cho nhm ci tin, c s dng thit lp phn m t vn v Bng Tm Lc D n (Project Charter). Project Charter - Bng Tm Lc D n: Ti liu ghi r phm vi ca mt d n Six Sigma, mc tiu, c tnh tit kim ti chnh, ngi u d n (Champion), nhm tham gia v thi gian tin hnh d n.v.v Process redesign - Ti Thit K Quy Trnh: phng php ti to cc yu t ca lung quy trnh bng cch loi b cc di chuyn d tha, vng lp sa cha li, cc khu kim phm v cc hot ng khng lm tng gi tr khc. Quality management system (QMS) - H Thng Qun L Cht Lng: Mt h thng nh ngha r cc cu trc t chc, cc quy trnh, trch nhim v ngun lc cn thit dng m bo cc tiu chun cht lng ti thiu. ISO 9000 l mt h thng qun l cht lng. Regression Analysis - Phn Tch Hi Qui: K thut thng k c tnh mt m hnh cho mi quan h gia cc bin. Phng php ny cung cp mt hm s dng mt hay nhiu bin s gii thch dao ng ca mt bin khc. Regression Plot - Th Hi Qui: th minh ho dng nh gi mi quan h gia hai hay nhiu bin bng cch xc nh mt hm s c tnh kt qu c quan tm t nhng hiu bit v cc bin u vo. Sigma (): K t Hy Lp dng biu din cho lch chun trong thng k. Six Sigma Level - Cp Six Sigma: Mc thc hin vi ch c 3,4 li trn mi triu kh nng gy li. Six Sigma: Mt h phng php ci tin quy trnh da trn thng k nhm n vic gim thiu khuyt tt n mc 3,4 li trn mi triu kh nng gy li bng cch xc nh v loi tr cc tc nhn gy dao ng trong cc quy trnh kinh doanh.

Statistical Process Control (SPC) - Kim Sot Quy Trnh bng Thng K: S dng vic thu thp d liu v phn tch thng k gim st quy trnh, xc nh vic thc hin, o lng dao ng v nng lc, v phn bit gia tc nhn c bit vi tc nhn thng thng. Cng c ny phc v nh l c s cho cho vic ra quyt nh da trn d liu, cho vic duy tr v ci tin cht lng sn phm hay dch v. Statistical Quality Control (SQC) - Kim Sot Cht Lng bng Thng K: Xem gii thch trong phn Kim Sot Quy Trnh Bng Thng K (SPC). SPC charts - Biu SPC: Cc biu theo di d liu Kim Sot Quy Trnh Bng Thng K. Tests for normality (Descriptive Statistics, Histograms) - nh Gi c Tnh Phn B: Mt quy trnh thng k dng xc nh liu mt mu hay mt nhm d liu bt k tng thch vi mt phn b chun bnh thng. Cc cng c thng k m t (Descriptive Statistics) v Biu Phn B (Histogram) cho thy hnh dng phn b ca mt tp hp s - vi v tr ca nh trng tm v rng dn tri v hai pha. Time Series Plots - Th Bin ng theo Thi Gian: th thng dng trong vic nghin cu dao ng quy trnh trong cc quan st (d liu) c v ra cho thy xu hng theo thi gian. Cc gii hn kim sot trn v di cng c th c km theo gip nh gi tnh n nh ca quy trnh. Total Quality Management (TQM) - Qun Tr Cht Lng Ton Phn: Mt h thng c cu trc nhm tho mn cc khch hng bn ngoi, bn trong v cc nh cung cp bng cch hp nht mi trng kinh doanh, vic ci tin lin tc v nhng t ph trong vic pht trin, ci tin v duy tr cc chu trnh trong khi thay i vn ho ca t chc. Trend Chart - Biu Xu Hng: Biu dng th hin xu hng ca d liu theo thi gian. Tt c cc quy trnh u dao ng, nn vic nh gi nhng im d liu n l c th to ra sai lch trong nhn nh. Vic trnh by d liu theo thi gian lm tng s hiu bit v mc thc hin tht s ca mt quy trnh, c

bit khi c so snh vi mt ch tiu. Variables - Bin s: Dng ni n cc tc nhn u vo (X) vn gy nn cc bin ng cho u ra ca quy trnh. Variation - Dao ng hay Bin Thin: S thay i hay bin ng ca mt c tnh c th, gip xc nh mc n nh hay kh nng c bit trc ca quy trnh; cc dao ng thng chu nh hng bi mi trng, con ngi, my mc/thit b, phng php/th tc, h thng o lng v nguyn vt liu. Vic ci tin quy trnh nhm gim hoc loi b dao ng.