Tieu Luan 6 Sigma Hoan Chinh

TRNG I HC KINH T THNH PH H CH MINH
VIN O TO SAU I HC

MN: QUN TR CHT LNG

GVHD: TS. NG TH NH
HVTH: NHM 2 QTKD M 3 K21

THNH PH H CH MINH, THNG 12/2012
PHN TCH THC TRNG P DNG SIX SIGMA TI FORD MOTOR

NHM 2 QTKD M 3 K21 Page 2

DANH SCH THNH VIN NHM 2
S TT H TN PHN CNG CNG VIC
1 PHM THANH SN Tin trnh DMAIC
Mt s gii php kin ngh v o to
2 V TN TI Lm file ppt
Li ch khi p dng Six sigma
3 NGUYN PHM ANH TI ng dng Six sigma ti Ford Motor
Kh khn ca Ford khi p dng Six sigma
Phn tch DFSS
4 TH THANH TM ng dng Six sigma ti Ford Motor
Phn tch DFSS
Tng hp & hon thin bi
5 TRN VN TM Tng quan v Six sigma
6 H NG TN Tng quan v Six sigma
Phn tch DFSS
7 PHAN CH THI Tin trnh DMAIC
8 HONG ANH THNG THN Cc ch chnh ca Six sigma
Thuyt trnh
9 NGUYN L PHNG THANH Cc ch chnh ca Six sigma
Mt s gii php kin ngh
10 LNG MINH TR Kh khn ca Ford khi p dng Six sigma
11 PHAN PHC LONG ng dng Six sigma ti Ford Motor



MC LC

NI DUNG TRANG
CHNG 1: TNG QUAN V PHNG PHP QUN L SIX SIGMA .............................. 5
1.1 Lch s hinh thnh: ........................................................................................................... 5
1.2 i nh nghi
a ........................................................................................................................ 6
1.3 Cc ch chnh ca 6 Sigma........................................................................................... 6
1.4 Li ch ca vic p dng: .................................................................................................. 7
1.5 Cc cp ca 6 sigma ..................................................................................................... 7
1.6 Vic
ng du ng Six Sigma tre n Th gi
i ............................................................................. 8
CHNG 2: TIN TRNH DMAIC ........................................................................................ 10
2.1. Xc nh Define (D).................................................................................................... 10
2.2.o lng Measure (M) ................................................................................................ 11
2.3. Phn tch Analyze (A) ................................................................................................. 13
2.4. Ci tin Improve (I) .................................................................................................... 14
2.5. Kim sot Control (C) ................................................................................................. 15
CHNG 3: CC CH CHNH CA 6 SIGMA.............................................................. 17
3.1 Tp trung lin tc vo nhng yu cu ca khch hng: ................................................... 17
3.2 S dng cc phng php o lng v thng k xc nh v nh gi mc dao ng
trong qu trnh sn xut v kinh doanh: ...................................................................................... 17
3.3 Xc nh cn nguyn ca cc vn .............................................................................. 17
3.4 Nhn mnh vic ci tin qu trnh nhm gim thiu li .................................................. 17
3.5 Qun l ch ng, tch cc:. .......................................................................................... 17
3.6 Phi hp lin chc nng trong cng t chc (s hp tc ca nhiu bn): ........................ 18


3.7 .......... Thit lp nhng mc tiu rt cao (Hng n s hon ho v chp nhn tht bi): 18
CHNG 4: NHNG LI CH T CHNG TRNH 6 SIGMA ......................................... 19
4.1 Chi ph sn xut gim ..................................................................................................... 19
4.2 Chi ph qun l gim ....................................................................................................... 19
4.3 S hi lng ca khch hng gia tng ............................................................................... 19
4.4 Thi gian chu trnh gim ................................................................................................. 19
4.5 Giao hng ng hn ........................................................................................................ 20
4.6 D dng hn cho vic m rng sn xut .......................................................................... 20
4.7 K vng cao hn ............................................................................................................. 20
4.8 Nhng thay i tch cc trong Vn ho ca T chc ....................................................... 20
CHNG 5: SIX SIGMA & CC H THNG CHT LNG KHC ................................ 23
5.1 ISO 9001 ....................................................................................................................... 23
5.2 Qun tr cht lng ton din (TQM) ............................................................................. 24
5.3 H thng sn xut tit kim (Lean Manufacturing) .......................................................... 25
CHNG 6: VN DNG SIX SIGMA TI CNG TY FORD MOTOR ............................... 27
6.1 Tng quan v cng ty Ford Motor ................................................................................... 27
6.2 Tng quan v Cng ty TNHH Ford Vit Nam ................................................................. 31
6.3 p dng Sig sixma ti Ford Motor .................................................................................. 32
6.4 p dng Six sigma ti Ford Vit Nam ............................................................................ 38
6.5 Nhng kh khn khi p dng Six sigma ti Ford Vit Nam ............................................. 40
6.6 Ford vt qua kh khn nh th no? ......................................................................... 43
CHNG 7: KIN NGH MT S GII PHP THC HIN SIX SIGMA C HIU
QU .............................................................................................................................................. 51
TI LIU THAM KHO ........................................................................................................ 55



CHNG 1: TNG QUAN V PHNG PHP QUN L SIX SIGMA

1.1 Lch s hinh thnh:
u nhng nm 1980 di s lnh o ca Bob Galvin Gim c iu hnh Motorola,
cc k s quyt nh rng cc cp cht lng truyn thngo lng cc sai li trong
hng nghn c hi s khng a ra m bo tin cy. Thay vo , h mun o lng
cc sai li trn 1 triu c hi. Motorola pht trin tiu chun mi ny v to ra hc thuyt
mi lm thay i vn ha ca mnh. 6 sigma gip Motorola to ra cc kt qu y thuyt
phc t cc hot ng bn di, bng chng l h tit kim 16 t la thng qua cc n
lc thc hin 6 sigma ca mnh.
T , hng trm cng ty trn khp th gii ng dng 6 sigma nh mt cch lm kinh
doanh. y l mt h qu r rng t pha cc nh lnh o M mong ngy m hiu qu t 6
sigma, chng hn nh cc nh lnh o Larry Bossidy ca Allied Signal (gi l Honeywell)
v Jack Welch ca General Electric l nhng ngi i u trong vic ng dng 6 sigma
cho s thnh cng ca Tp on mnh.



1.2 i nh nghi
a
Six Sigma la
mt h phng php ci tin quy trnh da trn thng k nhm gim thiu ty
l sai so
t hay khuy t t t n m
c 3,4 l i tre n m i tri u kha
na ng ga y l i b ng ca
ch xa
c i nh
v loi tr cc ngu n ta o ne n dao ng (b t n) trong ca
c quy tri
nh kinh doanh . Trong vic

i nh nghi
a khuy t tt, Six Sigma tp trung va
o vi c thi t lp s tho ng hi u tu
ng t n ca
c ye u
c u cu
a kha
ch ha
ng va
vi
th co
ti
nh i nh hu
ng khch hng rt cao.

H phng php Six Sigma da trn tin trnh mang tn DMAIC : Define (Xc nh),
Measure (o Lu
ng), Analyze (Phn Tich), Improve (Ci Tin) v Control (Ki m Soa
t).

y l mt trit l qun l tp trung vo vic loi b nhng sai li, lng ph v sa cha. 6
sigma xc nh mt mc tiu cn t c v phng php gii quyt vn lm tng
mc hi lng ca khch hng v ci thin ng k hiu qu cui cng. Six Sigma kho ng
phi l mt h th ng qua
n ly
ch t lu
ng, nh ISO-9001, hay la
mt h th ng ch
ng nh n
ch t lu
ng. Thay va
o o
, a y la
mt h phng php gip gim thiu khuyt t t d a tre n

vic ca
i ti n quy tri
nh . i vi a s cc doanh nghi p Vit Nam, i u ny nghia l thay v

tp trung va
o ca
c xu
ng ch t lu
ng v n u
u tie n va
o vi c ki m tra l i tre n sa
n ph m ,
hng tp trung u
c chuy n sang ca
i thi n quy tri
nh sa
n xu t ca
c khuy t t t kho ng xa
y
ra.
1.3 Cc ch chnh ca 6 Sigma
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.
1.4 Li ch ca vic p dng:
o To uy tn v danh ting cho doanh nghip trn thng trng.
o To iu kin trin khai tm nhn v chin lc ca doanh nghip.
o Nng cao v th cnh tranh trn th trng so vi i th cnh tranh bng vic ci tin
nng cao hiu qu s dng cc ngun lc v cc qu trnh ca doanh nghip.
o Nng cao kh nng phc v khch hng.
o To iu kin m rng th phn bng vic khai thc v m rng th trng mi.
1.5 Cc cp ca 6 sigma:
Cp Sigma Li phn triu Li phn trm
Mt sigma 690.000,0 69,0000
Hai sigma 308.000,0 30,8000
Ba sigma 66.800,0 6,6800
Bn sigma 6.210,0 0,6210
Nm sigma 230,0 0,0230
Su sigma 3,4 0,0003



1.6 Vic
ng du ng Six Sigma tren Th gi
i
Six Sigma u
c hi
nh tha
nh
t p oa
n Motorola va
o na m 1986 v sau c ph bin

rng ra
i b
i tha
nh co ng cu
a t p oa
n General Electric (GE) vo thp nie n 90. Cc t chc

nh Honeywell , Citigroup, Motorola, Starwood Hotels, DuPont, Dow Chemical , American
Standard, Kodak, Sony, IBM, Ford a
tri n khai ca
c chu
ng tri
nh Six Sigma xuye n su t ca
c
hot ng kinh doanh a da ng t
sa
n xu t co ng ngh cao cho n di ch vu va
ca
c hoa t ng
ti chinh. Tuy chu
a u
c ph bi n r ng
Vi t Nam nhu
ng m t va
i co ng ty co
v n u tu

nc ngoi nh American Standard , Ford, LG va
Samsung a
a chu
ng tri
nh Six Sigma
vo trin khai a
p du ng.
Trong mt kha
o sa
t g n a y do co ng ty DynCorp 1 th c hin a
cho th y : Khong 22%

trong t ng s ca
c co ng ty u
c kha
o sa
t ta i My
ang a
p du ng Six Sigma ;
38,2% trong s ca
c co ng ty ang a
p du ng Six Sigma na
y la
ca
c co ng ty chuye n v ca
c
ngnh dch v, 49.3% l cc cng ty chuyn v sn xut v 12.5% l cc cng ty thu c ca
c
linh vc khc;
So sa
nh tre n phu
ng di n hiu qua
, Six Sigma u
c a
nh gia
la
cao ho
n a
ng k so v
i
cc h th ng qua
n tri ch t lu
ng va
co ng cu ca
i ti n qui tri
nh kha
c .
Tuy cha c ph bin rng ri Vit Nam, nhng mt vi cng ty c vn u t nc
ngoi nh American Standard, Ford, LG v Samsung, V-tract a chng trnh 6-Sigma
vo trin khai p dng.
ng Tim Tucker, Tng gim c cng ty Ford Vit Nam cho bit, nm trong chin lc
chung ca Ford ton cu, Ford Vit Nam bt u trin khai p dng 6-Sigma t nm 2000
bng vic c 2 nhn vin tham d kha o to chuyn gia v 6-Sigma - Black Belt nc
ngoi do Ford ton cu t chc cho khu vc chu -Thi Bnh Dng.
Hin Ford Vit Nam c mt i ng ng o nhng ngi tham gia lm cc d n 6-
Sigma, bao gm 2 chuyn gia cao cp (Master Black Belt), 8 chuyn gia chnh (Black Belt),
v 300 nhn vin cng ty c o to tr thnh cc thnh vin (Green Belt, Yellow Belt)
tham gia vo cc d n 6-Sigma.
ng L Tn c, Trng phng Cht lng v hi lng khch hng, kim Trng phng
Trin khai 6-Sigma ca Ford Vit Nam chia s: trin khai thnh cng 6-Sigma, iu


quan trng nht l phi c c s cam kt cao t ban lnh o cng ty v cng tc o to
nng cao nhn thc ca tng thnh vin trong cng ty v vic ng dng 6-Sigma.



CHNG 2: 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.

2.1. 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 phia khch hng c gi l cc c tinh Cht Lng Thit Yu (Critical-to-
Quality);
Xy dng cc nh nghia v khuyt tt cng chinh 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 tinh nh hng v mt ti chinh 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?
Chi phi 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
nghia 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 tich 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.
2.2. 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 tinh 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 tich 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 tinh 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 phi 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 phi cng sm cng tt.
nh Gi Tin Cy Ca H Thng o Lng (GR&R) c s dng phn
tich 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.
2.3. Phn tch Analyze (A)
Trong bc Phn Tich, cc thng s thu thp c trong bc o Lng c phn tich
cc gi thuyt v cn nguyn ca dao ng trong cc thng s c to lp v tin hnh
kim chng sau . Chinh 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 chinh c tc ng r rt nht; v
Kim chng nhng gi thuyt ny bng phn tich a Bin (Multivariate).
Cc cu hi cn c gii p:
Yu t u vo no c nh hng ln nht ti cc c tinh 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 tich cho php chng ta s dng cc phng php v cng c thng k c th
tch bit cc nhn t chinh c tinh 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 tinh ca cc d liu thu thp c l bnh thng hay bt bnh
thng nhm gip ta chn cc cng c phn tich thng k thich 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 chinh 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 ich 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.
2.4. 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 chinh;
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 tinh 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 chinh 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.
2.5. 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 chi 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 thich 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 chinh 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.



CHNG 3: CC CH CHNH CA 6 SIGMA

3.1 Tp trung lin tc vo nhng yu cu ca khch hng:
Trong tin trnh ci tin DMAIC ca 6 Sigma, mt trong nhng mc tiu quan trng u
tin ca giai on xc nh (Define) l dng cc cng c xc nh nhu cu khch hng (phn
tch ting ni ca khch hng- VOC,.) xc nh cc yu cu ca khch hng lin quan
n d n ci tin nhm gii p cu hi iu g l quan trng i vi khch hng?. V th
c th ni, trong phng php qun l 6 Sigma, vic ci tin nhm lm tha mn nhng yu
cu ca khch hng c coi l nn tng v c a ln u tin hng u. Phng php
qun l ny nh hng vo khch hng tt c cc cp t chin lc, lp k hoch n
cc qu trnh sn xut.
3.2 S dng cc phng php o lng v thng k xc nh v nh gi mc
dao ng trong qu trnh sn xut v kinh doanh:
Vic thu thp v qun l da trn d liu v d kin l iu kin tin quyt v c trng
ca phng php qun l ny. Cc d n ci tin trong phng php qun l ny da vo
thng k nhn ra c cc dao ng t bin v xc nh ngun gc ca cc dao ng ny
loi tr nhm ci tin cc quy trnh. Phng php 6 Sigma gip nh qun l tr li c
hai cu hi thit yu:
- Nhng d liu/ thng tin no h tht s cn cho qu trnh ci tin?
- H s s dng nhng d liu/ thng tin nh th no nhm a ra cc quyt nh
chnh xc?
3.3 Xc nh cn nguyn ca cc vn : vic phn tch v xc nh nguyn nhn gc
ca vn tht s quan trng v n gip t chc trit tiu v xy dng cc bin php ph hp
nhm ngn nga li xut hin v hng n s hon ho.
3.4 Nhn mnh vic ci tin qu trnh nhm gim thiu li: vic loi tr cc dao
ng trong quy trnh sn xut hay cc quy trnh qun l khc gip gim thiu li v t s
gia tng s hi lng ca khch hng.
3.5 Qun l ch ng, tch cc: cc b phn v tng thnh vin trong t chc phi
hiu r chin lc cng nh mc tiu ca t chc. T , h s ch ng trong vic thit lp


k hoch v trin khai cc hot ng nhm t cc mc tiu chung ca t chc mc cao
nht. Nh qun l ca t chc phi lun khuyn khch nhn vin ch ng, trch nhim hn
trong vic ngn nga cc vn tim tng thay v i ph vi cc vn xy ra.
3.6 Phi hp lin chc nng trong cng t chc (s hp tc ca nhiu bn): mt
trong nhng mc tiu quan trng ca d n ci tin l em li nhng gi tr tha mn cho
khch hng. V th, hon thnh d n ci tin v t c cc mc tiu t ra, cc b
phn, thnh vin trong t chc v i khi cc i tng khc ngoi t chc cn phi c s
hp tc cht ch. S phi hp ny phi c thc hin mt cch chnh thc m bo mi
ngi c lin quan nhn din r c trch nhim cng nh quyn li ca c nhn v b
phn trong d n.
3.7 Thit lp nhng mc tiu rt cao (Hng n s hon ho v chp nhn tht
bi): thit lp mc tiu rt cao thch thc v a t chc t n s hon ho l mt im
khc bit ng k ca phng php qun l ny. Vic hng n 3, 4 li trn mt triu c
hi xy ra sai li s cho php t chc thit lp nhng k vng cao hn. T hng t chc
n nhng thnh tich cao hn. Vi cc mc tiu cao th cc phng n phng nga ri ro
phi c xem xt mt cch thn trng.



CHNG 4: NHNG LI CH T CHNG TRNH SIX SIGMA

4.1 Chi ph sn xut gim
Vi ty 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.
4.2 Chi ph qun l gim
Vi ty 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 ty 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.
4.3 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 ty 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
phia khch hng ng thi gia tng kh nng l khch hng s t nhng n hng ln hn.
iu ny ng nghia 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 ty 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.
4.4 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 nghia 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.
4.5 Giao hng ng hn
Mt vn thng gp i vi nhiu doanh nghip sn xut t nhn Vit Nam l c ty
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.
4.6 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.
4.7 K vng cao hn
Vic nhm n ty 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.
4.8 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 nghi 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 s 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 nghia 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 quitrnh DMAIC, nhng ngi ra quyt nh c th d dng c s liu mnh
cn hn a ra cc quyt nh chnh xc.


Nhng iu tin quyt khi quyt nh p dng 6 sigma:
- Cp lnh o ca cng ty hiu v hon ton ng h vic trin khai 6 sigma khng?
- Cng ty c ci m v sn sng thay i khng?
- Cng ty c khao kht hc hi khng?
- Cng ty c sn sng cam kt ngun lc gm: con ngi, tin bc trin khai
chng trnh 6 sigma khng?
Cc yu t trin khai thnh cng 6 sigma
- Cam kt ca lnh o qun l cha kha dn n thnh cng: 6 sigma bt u t
trn xung v b phn qun l cao nht s phi cam kt cung cp mi ngun lc v s
khng thnh cng nu khng c s h tr t pha b phn qun l cao nht.
- S tham gia ca tt c cc nhn vin: 6 sigma yu cu s thay i trong vn ha,
n thay i cch thc lm vic ca nhn vin. Tt c mi thnh vin cng ty u phi tham
gia v s ch ng tham gia ca tt c cc nhn vin mi cp s m bo thnh cng
ca vic trin khai p dng.
- Bt u t nhng ci nh: nn tp trung vo nhng d n nh l c th t
c thnh cng nhanh chng. Nu c mt d n c v s hy chia n ra thnh nhng d
n nh hn c th m bo s dng c cc ngun lc mt cch hiu qu.



CHNG 5: SIX SIGMA & CC H THNG QUN L CHT LNG KHC

5.1 ISO 9001
5.1.1 Mc tiu ca I SO 9001:
ISO 9001 l mt H thng qun l cht lng bao gm cc tiu chun qun l cht lng
chuyn bit cho cc ngn c th. Mt h thng qun l cht lng l mt h thng c cu
trc t ch, quy trnh, trch nhim & ngun lc c xc nh r rng & 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
5.1.2 So snh vi Sig 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 & h phng ph1p dnh cho vic ci
tin hiu qu kinh doanh
ISO 9001, vi nhng hng dn gii quyt vn & 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. Tuy nhin, Six Sigma li 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.
5.1.3 Kt hp 6 Sigma & I SO
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.
5.2 Qun tr cht lng ton din (TQM)
5.2.1 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 & 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
5.2.2 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 utin
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 nghia 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 & thng k
gip cng ty xc nh v t c nhng mc tiu c th
5.2.3 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
5.3 H thng sn xut tit kim (Lean Manufacturing):
5.3.1 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
5.3.2 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 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 & 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 lo hin hu trong mi quy trnh & cn c xc n
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 & h phng php chung
hu dng cho ton t chc.


5.3.3 Kt hp Lean & 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 , ac
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 phi ng thi cch thc t c mc tiu c bit
trc, cc cng c & 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 & Lean s
u c ch ng trong h thng.



CHNG 6: VN DNG SIX SIGMA TI CNG TY FORD MOTOR

6.1 Tng quan v cng ty Ford Motor:
Cng ty Ford Motor l cng ty sn xut t ln th ba ca th gii ca M da trn
doanh s bn xe trn ton th gii. C tr s ti Dearborn, Michigan, ngoi thnh ph
Detroit, hng c thnh lp bi Henry Ford vo ngy 16 thng 6 1903. Cng ty Ford Motor
l mt trong nhng cng ty ln nht v c li nhun cao nht trn th gii, cng nh l mt
trong s t cng ty sng st qua cuc i suy thoi. L Cng ty dng gia nh ln nht trn
th gii, Cng ty Ford Motor c truyn lin tc qua cc i trong hn 100 nm.
Bc t ph ban u vo sn xut t ca Henry Ford l Cng ty t Detroit, c
thnh lp vo nm 1899. Cng ty c giai on kh khn, v vo nm 1901 c t
chc li thnh Cng ty Henry Ford. Trong thng 3 nm 1902, Ford ri cng ty vi cc quyn
lin quan n tn ca mnh v 900 la.
Ngy 16 thng 6 nm 1903, Cng ty Ford Motor c thnh lp, vi 12 nh u t s
hu tng cng 1.000 c phiu. Ford v Malcomson (mt ngi quen ca Ford, trc lm
ngh i l than) cng nhau gi li 51% ca cng ty mi i cho cc khon u t trc
ca h.
Ti cc cuc hp c ng ln u tin vo ngy 18 thng 6, John S. Gray c bu
lm ch tch, Ford l ph ch tch, v James Couzens l th k. Mc cho mi nghi ngi ca
Gray., Cng ty Ford Motor ngay lp tc c li nhun, vi li nhun tinh n ngy 01 Thng
Mi 1903 l gn $ 37,000 v trong ch hn 2 nm, tng li nhun l gn $ 300,000.
Tuy nhin, c nhng xch mch ni b trong cng ty rng Gray ch tham gia cng ty trn
danh nghia. Hu ht cc nh u t, k c Malcomson v Gray, u c doanh nghip ring
ca mnh, ch c Ford v Couzens lm vic ton thi gian ti cng ty. Vn ln n nh
im khi cc c ng chinh, Ford v Malcomson, bt ng quan im v hng tng lai
ca cng ty. Malcomson bn c phn ca mnh cho Henry Ford vo thng 5 nm 1906. John
S. Gray bt ng qua i vo nm 1906, v Ford thay th v tr ca Gray ngay sau .
Cc ct mc chnh trong qu trnh pht trin ca Ford Motor:


Nm 1908: Ford Model T (Tin Lizzie, T-Model Ford, 'Model T Ford', or T) c
chnh thc gii thiu. y l dng xe vi gi c phi chng, v c xem l dng xe c nh
hng nht th gii trong th ky 20 trong mt cuc thm d quc t. 15 triu chic c
xut xng tinh n nm 1927.
Nm 1911: Ford m nh my ti Manchester, Anh nh my u tin ngoi phm
vi nc M.
Nm 1913: Ford m ca chi nhnh th 2 Argentina.
Nm 1914: Ford gii thiu chng trnh ngy lm vic vi lng ti thiu 5$, gp
i lng hin ti
Nm 1919, Edsel Ford chin thng Henry Ford cho v tr Ch tch cng ty.
Nm 1920: Ford tm thi ng ca do doanh s thp, sau khi loi b cc chi ph
hnh chnh lng ph & khng cn thit, Ford m ca tr li.
Nm 1921: Ford sn xut trn 1 triu xe mi nm, gp gn 10 ln so vi Chevrolet -
thng hiu ln tip theo v doanh s.
Nm 1922: Ford mua cng ty Lincoln Motor vi gi US $ 8 triu ng
Nm 1925: Ford gii thiu sn phm Ford Tri-Motor cho cc dch v hng khng,
v mt nh my c xy dng ti Yokohama, Nht Bn vo thng Hai.
Nm 1926, Ford Australia c thnh lp
Nm 1927: Model T kt thc sn xut, Ford gii thiu th h tip theo Model A
Nm 1938: Lnh s qun c ti Cleveland trao gii thng Grand Cross ca Eagle
c, huy chng cao nht ca c Quc x c th ban cho ngi nc ngoi, cho Henry
Ford.
Nm 1943: Edsel Ford cht v ung th tui 49, Henry Ford li tip tc lm ch
tch.
Nm 1947: Henry Ford cht v xut huyt no tui 83, Henry Ford II tr thnh ch
tch mi.
Nm 1956: Ford pht hnh c phiu thng ra th trng
Nm 1960: Ford Galaxie v Ford Falcon nh gn c gii thiu.


Nm 1962: chi nhnh Ford Anh ra mt th h u tin ca Ford Cortina. N c
cho l s thng tr phn khc gia nh c trung chu u trong 20 nm tip theo.
Nm 1965: Ford ti M t doanh s bn hng vt qu 2 triu n v. Ford ca
c v Ford ca Anh cng ra mt th h u tin ca Ford Transit. Cng trong nm ny,
Ford Galaxie 500 LTD ra mt, c qung co l m hn so vi xe Rolls Royce
Nm 1967: Ford Chu u c thnh lp bng cch sp nhp cc hot ng ca
Ford Anh v Ford c.
Nm 1972, Ford gii thiu loi dy ai an ton c th thu vo dnh cho xe hi
Nm 1975: Ford Granada v Mercury Monarch c gii thiu. Ford Chu u ra
mt th h Ford Fiesta u tin
Nm 1978: Cng ty Ford Motor ky nim 75 nm thnh lp.
Nm 1979: Ford mua li 25% c phn trong Mazda
Nm 1981: Lincoln Town Car v Ford Escort c gii thiu. Fiesta ngng sn xut
Bc M.
Nm 1982: Ford Chu u gii thiu Sierra Ford, chm dt sn xut dng sn phm
Cortina / Taunus sau 20 nm v bn th h.
Nm 1984: Ford Tempo v Mercury Topaz c gii thiu.
Nm 1985: Ford Taurus c gii thiu vi phong cch n tng cng vi Ford
Aerostar minivan.
Nm 1988: Ford Festiva, ra mt ti Hn Quc.
Nm 1990: Ford Chu u ra mt Escort th h th t.
Nm 1991: Ford Explorer c gii thiu, chic xe ph bin dnh gia nh
Nm 1992: Ford Taurus tr thnh xe bn chy hng u ca M, thay th Honda
Accord. Ford Chu u cng b Ford Mondeo th h u tin, sn phm u tin ca nn
tng ton cu CDW27
Nm 1993: Ford ra mt Mondeo chu u, v cng b cc dn xut ca n Bc
M - Ford Contour v Mercury Mystique


Nm 1994: Ford Tempo v Mercury Topaz ngng sn xut & c thay th bi
Ford Contour v Mercury Mystique
Nm 1996: Ford xc nhn tt c cc nh my ti 26 quc gia p dng cht lng
theo tiu chun ISO 9000 v tiu chun mi trng ISO 14001. Ford tng c phn u t
trong Tng cng ty Mazda vi quyn kim sot 33,4%.
Nm 1997: Xe vi kch c y 4-ca SUV Ford Expedition c gii thiu thay
th Mountaineer Bronco. Ford Escort v Mercury th c thit k li. Tracer & Mercury
Ford cng c gii thiu.
Nm 1998: Focus thay th Escort lo ha chu u v nhanh chng tr thnh
mt trong nhng chic xe bn chy nht ca phn khc ny. Focus c a ra bn Bc
M cho cc model ca nm 2000.
Nm 1999: Ford mua li b phn xe hi Volvo t Volvo. Bill Ford tr thnh Ch
tch Hi ng qun tr, thay th Jacques Nasser.
Nm 2000: Ford mua thng hiu Land Rover t BMW. Lincoln LS v Jaguar S-
Type c gii thiu, LS Lincoln tr thnh chic xe ca nm.
Nm 2003: ky nim 100 nm ca Ford Motor Company. Ford GT c pht hnh,
cng vi cc phin bn Centennial hn ch ca mt s mu xe ca Ford.
Nm 2005: Ford Mustang c thit k li vi gi nh phong cch retro ca nhng
nm 1960. Ford Five Hundred, Mercury Montego, v Ford Freestyle c gii thiu.
Nm 2006: Ford Taurus kt thc sn xut sau khi ra i c 20-nm. Ford Fusion,
Mercury Milan, v Lincoln Zephyr gii thiu.
Nm 2007: Ford bo co l $ 12,7 ty USD cho nm 2006. Ford Edge v Lincoln
MKX c gii thiu. Lincoln Zephyr c thay th vi Lincoln MKZ. Ford bn Aston
Martin cho mt tp on ca Anh dn u bi Ch tch David Richards, [39] v cng b k
hoch bn Jaguar v Land Rover.
2008: Ford bn Jaguar v Land Rover cho Tata Motors.
2010 Ford bn Volvo Cars cho hng Geely Automobile.
2011: Ford Ranger, Ford Crown Victoria v Lincoln Town Car ngng sn xut.
Ford Focus Electric c cng b.


2012: th h th t Mondeo / Fusion c trnh lng trc ti Detroit Motor Show.
Th h th t Ford Transit / Tourneo c cng b.
6.2 Tng quan v Cng ty TNHH Ford Vit Nam:
Cng ty Ford Vit Nam thuc tp on t Ford c thnh lp nm 1995 v khai
trng nh my lp rp tnh Hi Dng (cch H Ni 55 km v phia ng) hai nm sau
vo thng 11/1997. Cng sut ca nh my l 14.000 xe mt nm / 2 ca sn xut vi su
dng sn phm hin ti l Transit, Ranger, Escape, Mondeo, Everest, Focus
Tng vn u t ca Ford Vit Nam l 102 triu USD, trong Ford Motor ng gp
75% s vn v Cng ty Diesel Sng Cng Vit Nam c 25% vn gp. y l lin doanh t
c vn u t ln nht v cng l mt trong nhng d n u t ln nht ca M ti Vit
Nam. Tng s nhn vin ti Ford Vit Nam l hn 580 nhn vin.
Vi hn 100 nm kinh nghim hot ng trn th trng quc t ca cng ty Ford Motor,
v 10 nm hot ng ti th trng Vit Nam, Ford Vit Nam (FVL) t c nhiu thnh
cng ti th trng ang pht trin ny. T v tri th 7 trn th trng khi bt u hot ng
ti Vit Nam nm 1997, Ford Vit Nam nhanh chng pht trin v n ht nm 2004,
Ford Vit Nam vn ln v tri th 2 trn th trng vi 14% th phn.
Cng trong 10 nm qua, vi nhng n lc khng ngng ca Ban lnh o v ton th
nhn vin cng ty, Ford Vit Nam dn u th trng v nhiu mt. Nh my Ford ti Hi
Dng l nh my t u tin v duy nht ti Vit Nam c cp c ba chng ch cht
lng ISO 9001; ISO 14001 v QS 9000. Thng 6/2005, Ford Vit Nam vui mng thng bo
vt qua cc kim nh cn thit v t tiu chun nhn chng ch cht lng ISO:TS
16949 chuyn ngnh Cng nghip t. Nh vy, Ford Vit Nam v ang dn u trong
cng tc nng cao cht lng, tho mn khch hng.
Ford VN lun coi nhng hot ng ng gp x hi l mt phn trch nhim ca cng ty
i vi cng ng. FVL v ang thc hin nhiu chng trnh trong cc linh vc an ton
giao thng; bo v mi trng v gn gi di sn vn ho dn tc v nhiu chng trnh t
thin khc. V Cc hot ng v mi trng v bo tn vn ho, Chng trnh Bo v mi
trng v gin gi di sn vn ho do qu Ford ti tr c bt u t 2000 ng gp tng


cng 240.000 la cho trn 60 d n, t bo v ra bin, dng nng lng biogas v bo v
cc iu ma v vn hc truyn thng ca Vit nam.
6.3 p dng Sig sixma ti Ford Motor:
Ford l mt trong nhng cng ty hng u p dng chng trnh 6 sigma trong cc
hot ng sn xut kinh doanh ca mnh v c nhiu thnh cng cng nh li ch nht
nh.
Di y l mt trong nhng d n p dng 6 sigma m Ford thc hin. D n gii
quyt vn lin quan n h thng x kh thi ca dng xe Taurus/Sable 2001.
6.3.1 Bc xc nh (D):
T d n bt u t vic nhn rt nhiu li than phin ca khch hng v nhng ting n
kh chu pht ra t pha sau dng xe Taurus/Sable 2001. T t d n bt u thu thp d
liu xc nh vn pht sinh nhng ting n kh chu.
Biu bn di cho thy rng vic bo hnh nhng s c ca h thng x kh thi lin
quan n nhiu b phn khc nhau nh b phn gim thanh, h thng ng dn, cht xc
tc Trong s lng b phn gim thanh (Muffler) c a i bo hnh l nhiu nht
v y c th chinh l nguyn cn ca vn .

5230-
Muffler
16.36
5246-Pipe Assy
4.03
5E212-Catalyst
2.22
5200-Muffler
2.07
5A294-Muffler
Brkt 1.22
NPF
1.08
All others
1.8


T vn trn t d n xc nh mong i ca khch hng khng g khc hn l h
mong mun khng c bt k ting n kh chu no pht ra t h thng x kh na.
xc nh vn c th hn t d n lp hm phn tng Y. tng trn cng, Y = h
thng x kh = f(h thng gim thanh, ng dn). tng tip theo, h thng gim thanh =
f(ng b,). tng cui, ng b = f(v tr ng,). Qua t d n xc nh c v tr
hin ti ca ng b khng t chun, khong cch gia ng b v y xe thp hn 17mm,
trong khi yu cu phi ln hn 30mm.
Bn cnh t d n cn xc nh c chi ph cht lng km trong trng hp ny l
350000$ mi nm cho vic bo hnh v sa cha. Do nu khc phc c vn ny th
trc mt cng ty s tit kim c mi nm 350000$.
Tm li, vn chnh xy ra y l khch hng s hu dng xe Taurus/Sable 2001
ch ra ting n kh chu pht ra t h thng x kh thi v b phn gim thanh. Ting n gy
ra do v tr ng b khng t chun. T t d n t ra mc tiu khc phc vn l gim
90% ting n sau xe.
6.3.2 Bc o lng (M)
xc nh r cc yu t tc ng n b phn gim thanh gy ra ting n kh chu
khng mong mun. T d n lp nn s xng c nh sau:



Trong s xng c nhng yu t chinh tc ng n b phn gim thanh bao gm cc
yu t thuc v mi trng, cc yu t lin quan n vt liu ch to, cc yu t thuc v t
chc, cc yu t lin quan n phng thc, v cc yu t thuc v v tr lp t (khong
cch gia cc b phn). Trong c rt nhiu yu t thuc v v tr lp t nh hng nh
hng nhiu n hiu qu hot ng ca b phn gim thanh nh v tr l snowshoe, v tr
snowshoe, v tr ng dn.
Bn cnh t d n xy dng biu phn b da vo khong cch b phn gim
thanh v thn xe. Biu cho thy vn lin quan n b phn gim thanh phn ln l nm
cc xe c khong cch trung bnh gia b phn gim thanh v thn xe l 19mm.

Qua bc phn tch c th khng nh nguyn nhn chnh ca vn nm v tr lp t
cc b phn trong h thng x kh thi t gy nn nhng ting n pht sinh khng mong
mun.
6.3.3 Bc phn tch (A)
T nhng d liu o lng thu thp, t d n thc hin phn tich ha, phn
tich tng quan, kim tra gi thuyt. Qua , t d n xc nh c 2 bin chnh c tc
ng khng c nghia n vic gy ra vn h thng x kh thi l v tr l trn thn
10 15 20 25 30
LSL LSL Target
FASCIA CLEARANCE TO MUFFLER OLD- ALL
USL
Target
LSL
Mean
Sample N
StDev (Within)
StDev (Overall)
Cp
CPU
CPL
Cpk
Cpm
Pp
PPU
PPL
Ppk
PPM < LSL
PPM > USL
PPM Total
PPM < LSL
PPM > USL
PPM Total
PPM < LSL
PPM > USL
PPM Total
*
30.0000
17.0000
19.2162
37
3.12746
3.36607
*
*
0.24
0.24
*
*
*
0.22
0.22
216216.22
*
216216.22
239276.82
*
239276.82
255141.04
*
255141.04
Process Data
Potential (Within) Capability
Overall Capability Observed Performance Exp. "Within" Performance Exp. "Overall" Performance
Within
Overall


xe v l c nh b phn gim thanh. Ta c th thy c iu ny t biu phn b
ca v tr l trn thn xe. Chng u nm trong vng chp nhn c.

Vn chnh y l vi tri b phn gim thanh v thn xe. Vi thit k hin ti, b phn
gim thanh b lm cho dch chuyn tin li gn thn xe hn 13mm. gii quyt vn ny,
thit k mi c a ra, gi ng dn kh thi c hn dinh li.

6.3.4 Bc ci tin (I )
T d n tin hnh ci tin thit k 2 im: hn dnh gi ng x kh thi, thit k li
b phn gi b phn gim thanh.
8 6 4 2 0
LSL LSL
Fascia locating holes on snow shoe
PPM Total
PPM > USL
PPM < LSL
PPM Total
PPM > USL
PPM < LSL
PPM Total
PPM > USL
PPM < LSL
Ppk
PPL
PPU
Pp
Cpm
Cpk
CPL
CPU
Cp
StDev (Ov erall)
StDev (Within)
Sample N
Mean
LSL
Target
USL
0.18
*
0.18
0.04
*
0.04
0.00
*
0.00
1.70
1.70
*
*
*
1.79
1.79
*
*
1.19547
1.13172
41
5.08993
-1.00000
*
*
Exp. "Ov erall" Perf ormance Exp. "Within" Perf ormance Observ ed Perf ormance Ov erall Capability
Process Data
Wi thi n
Overal l


Kt qu l khong cch gia b phn gim thanh v thn xe tng ln r rt, trung bnh
khong 37mm.

Vi thit k mi, ty l pht sinh ting n so vi thit k c cng gim r rt, ch cn 0.3%

45 40 35 30 25 20
Target LSL LSL
IMPROVEMENT VALIDATED
Sable Muffler Clearance to Facia -
PPM Total
PPM > USL
PPM < LSL
PPM Total
PPM > USL
PPM < LSL
PPM Total
PPM > USL
PPM < LSL
Ppk
PPL
PPU
Pp
Cpm
Cpk
CPL
CPU
Cp
StDev (Overall)
StDev (Within)
Sample N
Mean
LSL
Target
USL
0.00
*
0.00
0.00
*
0.00
0.00
*
0.00
2.03
2.03
*
*
*
2.63
2.63
*
*
3.25054
2.51058
120
36.8375
17.0000
30.0000
*
Exp. "Overall" Performance Exp. "Within" Performance Observed Performance Overall Capability
Process Data
Within
Overall
FRONT AND REAR BRAKES CHASSIS ROLL DYNO-NOISE
BEFORE AND AFTER DESIGN CHANGED
0.30%
17.80%
0.00%
5.00%
10.00%
15.00%
20.00%
Front Baseline Front New Insulator &
Chamfer
P
e
r
c
e
n
t

O
c
c
u
r
r
e
n
c
e

o
f

N
o
i
s
y

S
t
o
p
s


6.3.5 Bc kim sot (C)
T d n trin khai k hoch ci tin cng nh kim sot k hoch da trn bng kim
sot c a ra bn di bao gm tng bc ca tin trnh ci tin, thi gian thc hin,
ngi chu trch nhim. V d vo thng 3/2002, gi ng dn c thit k li v a vo
s dng vo thng 5/2002.

Ngoi vic lp bng kim sot, t d n cn tin hnh thu thp d liu lp biu kim
sot m bo khong cch b phn gim thanh v thn xe sau khi sn xut ra xoay quanh gi
tr trung bnh l 36,91mm.
ITEM CONTROL

DATE RESPONSIBLE
C11298746 Revised Sable Fascia and sheet metal for additional
clearance.
In
production
Jan 2002.
Robert Bryer Body Structures
Engineer AAP-PVT

C11272097 Redesigned muffler assembly aid to meet design y and z
specifi cation
March 2002 Steve Hornby PTSE design
engineer, Andrew Schmid BB,
Pat Swann BB

Submit for financial approval and order new parts

In plant
May 2002
Tuan Nguyen Randy Wright
AAP PVT
Audit Pl an On going 4 Poster test, M-10 drive, WRAP
On line clearance checks
Monitor daily

Ongoing V.O. 4-poster test M-10 drive,
WRAP performed at AAP/CAP
Follow up audit during full production with new aid

May 2002 Ken Eckert/John
Kamph/Patricia Swann
SDS-FMEA-
DVP review

Confirm system design requirements in place

-ER-0052 Ver 15 Clearances Around the Exhaust System
Req Details 17164 20328 20331 20332 21239
21240
Verification Method DVM-0033-ER
ER-0005 Ver 11 Exhaust Static Location
Req Details 23094/23484
Verification Method 10675
SDS identified for update
ER-0039 Design for Assembly
Req Details 8624
Verification Method DVM-0033-ER

April 2002 Pat Swann, Steve Hornby,
Hank Newsome

Dan Valle/Mark Dixon



Kt lun: c th ni y ch l mt d n nh m c Ford p dng gim ty l li sn
phm sn xut ra. Tuy nhin gi tr n t c kh nhiu ngoi vic tit kim c chi ph
bo hnh, sa cha. N cn gip sn phm c to ra gn nh khng c li, nng cao cht
lng sn phm, to nim tin ni khch hng v n p ng c nhu cu ca khch
hng.
6.4 p dng Six sigma ti Ford:
6.4.1 Trc khi p dng Six sigma:
Trc khi p dng Six Sigma th cng ty Ford gp nhiu tr ngi trong qu trnh sn
xutv phn phi sn phm. c bit l t l sai st li cn cao do vic t chc b my ca
cng tykhng qui c v cha pht huy ht tinh thn lm vic ca nhn vin, phn cng trch
nhimkhng rnh mch dn n khng bit cch phi hp gia cc thnh vin trong nhm
khng bit r chc nng ca bn than, cc cng vic thc hin chng cho, t hiu xut
lm vic khng cao, t l sai st li cao.
Qu trnh giao hng cn chm do t l mc li cao, nhn vin li phi quay li sa
chakhc phc li sai lm cho thi gian giao hng khng nh mong mun
Khng lm tha mn nhu cu khch hng: Giao hng tr, sn phm gp nhiu li l
1trong nhng l do khin cho cng ty c t khch hng tim nng.
Chi ph sn xut cao do t l mc khuyt tt cao cng ty phi u t chi phi vo khu
sali, lm cho cng ty phi b ra chi ph sn xut ln.
25 20 15 10 5 Subgroup 0
41.5
40.5
39.5
38.5
37.5
36.5
35.5
34.5
33.5
32.5
S
a
m
p
l
e

M
e
a
n
Mean=36.91
UCL=40.67
LCL=33.15
15
10
5
0
S
a
m
p
l
e

R
a
n
g
e
R=6.521
UCL=13.79
LCL=0
IMPROVEMENT SUSTAINED AND IN CONTROL!
Xbar/R Chart for Muffler Clearance to Facia


Thi gian chu trnh to ra sn phm ko di do cng ty phi lp i lp li chu trnh sn
xut sa li.
t c kh nng m rng sn xut: Cha tha mn nhu cu khch hng, chu trnh sn
xut ko di, t l sai hng ln, chi ph sn xut cao, l mt trong nhng l do khin cho
cng ty kh c th m rng qui m sn xut
6.4.2 Sau khi p dng Six sigma:
Cng ty Ford Vit Nam cho bit, h bt u trin khai p dng 6-Sigma t nm 2000.
Trit l 6-Sigma c p dng rng ri trong h thng qun l cht lng ca Ford Vit
Nam, tr thnh mt trong nhng b quyt thnh cng trong kinh doanh ca cng ty. Tinh n
nay cng ty Ford VN thc hin 200 d n 6-Sigma ci tin cc qui trnh trong mi linh
vc sn sut kinh doanh, gip tit kim 1,2 triu la M, gim hn 1.000 TGW (im cht
lng xe theo nh gi ca khch hng) v tng lin tc hng nm ch s hi lng khch
hng mc trn 90%.
D n gim container ch linh kin nhp khu cho xe Everest v Ranger (nm 2005) l
mt trong nhng d n 6-Sigma em li hiu qu ln cho Ford Vit Nam. Do nhn thy cc
thng cha linh kin xe Everest v Ranger xp trong cc container nhp khu cn nhiu
khong trng, Anh Trn c Kin, Trng phng Vt t ca Ford Vietnam, cht ny ra suy
nghi: Khng gian cng l tin. Liu cng ty tn dng ti a khong khng ca cc
container cha linh kin t nhp khu cha?. Sau khi quan st t m cc container linh
kin vn chuyn t Thi Lan v, Kin nhn ra trong cn lng phi nhiu khong trng. T
, anh ngh lnho cng ty cho trin khai phng php 6-Sigma trong vic ng gi
v sp xp linh kin trong thng hng.
Kt qu sau khi thc hin, cc b linh kin xe phi xp vo 9 container trc y
gim xung cn 7,5 container, hiu sut s dng khng gian trong mi container t 93%
D n ny gip Ford Vit Nam tit kim 150.000 la M trong nm 2005 v khong
250.000 la M cho nm tip theo. ng thi d n 6- Sigma ny cng c nhn rng p
dng ti Ford cc nc khc trong khu vc.
Theo cc chuyn gia, vi ty l khuyt tt gim ng k, doanh nghip c th loi b
nhng lng ph v nguyn vt liu v vic s dng nhn cng km hiu qu. iu ny s


gim bt chi ph hng bn trn tng n v sn phm v v th gia tng ng k li nhun
hoc cho php bn sn phm vi gi thp hn mang li doanh thu cao hn nh bn c
nhiu hn.
Nh ty l khuyt tt gim ng k v vic thc hin cc ci tin qui trnh theo cc
khuyt tt tng t khng ti din, doanh nghip c th gim bt lng thi gian gii quyt
cc vn pht sinh do ty l khuyt tt cao.
Nhiu doanh nghip t nhn Vit Nam ang gp phi nhng vn ti din lin quan
n 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 ty 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, ng thi gia
tng kh nng l khch hng s t nhng n hng ln hn.
Ngoi ra 6- Sigma cn gip cho thi gian chu trnh sn xut gim, giao hng ng hn v
d dng hn cho vic m rng sn xut...
6.5 Nhng kh khn khi p dng Six sigma ti Ford Vit Nam:
6.5.1 Ngun nhn lc hin c ti Ford Vit Nam ni chung v cc doanh nghip Vit
Nam ni ring cha hi kinh nghim & kh nng xc nh cc nguyn nhn gy li
trin khai 6 sigma thnh cng. Trong khi nu thu cc chuyn gia nc ngoi th li kh
khn cho h trong vic thu hiu trn vn cch thc t chc & vn ha Vit Nam
- Hin nay Vit Nam ang hnh thnh 2 loi hnh nhn lc: nhn lc ph thng v
nhn lc cht lng cao. Nhn lc ph thng hin ti vn chim s ng, trong khi , ty l
nhn lc cht lng cao li chim ty l rt thp. Ci thiu ca Vit Nam hin nay khng phi
l nhn lc ph thng, m l nhn lc cht lng cao. Theo s liu thng k nm 2010, trong
s 20,1 triu lao ng qua o to trn tng s 48,8 triu lao ng ang lm vic, th ch
c 8,4 triu ngi c bng cp, chng ch do cc c s o to trong v ngoi nc. S
ngi t 15 tui tr ln c o to ngh v chuyn mn k thut rt thp, chim khong
40%. C cu o to hin cn bt hp l c th hin qua cc ty l: i hc v trn i hc
l 1, trung hc chuyn nghip l 1,3 v cng nhn k thut l 0,92; trong khi trn th


gii, ty l ny l 1-4-10. Theo nh gi ca Ngn hng Th gii (WB), Vit Nam ang rt
thiu lao ng c trnh tay ngh, cng nhn k thut bc cao v cht lng ngun nhn
lc Vit Nam cng thp hn so vi nhiu nc khc. Nu ly thang im l 10 th cht lng
nhn lc ca Vit Nam ch t 3,79 im (xp th 11/12 nc Chu tham gia xp hng
ca WB) trong khi Hn Quc l 6,91; n l 5,76; Malaysia l 5,59; Thi Lan l 4,94...
- Ngun nhn lc kh di do, nhng cha c s quan tm ng mc; cha c
quy hoch, khai thc; cha c nng cp; cha c o to n ni n chn. Cht lng
ngun nhn lc cha cao, dn n tnh trng mu thun gia lng v cht.
- Bo chi nc ngoi thng bnh lun ngi Vit Nam thng minh, rt nhanh nhy
trong vic nm bt v tip thu ci mi. Tic rng ngun nhn lc ny li cha c khai thc
y , o to cha bi bn, iu nh hng n cht lng nhn lc v nh hng n
s pht trin kinh t x hi Vit Nam.
- Trong khi nu thu cc chuyn gia nc ngoi th li kh khn cho h trong vic thu
hiu trn vn cch thc t chc & vn ha Vit Nam. Hu ht s khc bit gia cc nc
phng ty v cc nc phng ng l kh ln. tht s thu hiu v cch thc t chc
& vn ha ca Vit Nam th cn c 1 khang thi gian tng i di. V ngn ng cng l 1
tr ngi ln v a s cc nhn vin ca hng Ford Vit Nam c th gii v tay ngh nhng h
li khng gii v ting nc ngoi iu ny ko theo s thiu hiu nhau nu Ford Vit
Nam thu cc chuyn gia nc ngoi.
6.5.2 Hu ht cc cng nhn trong nh may l cng nhn a phng do vy kh nng
tip thu cng ngh chm, khng linh hot cha sng to trong sn xut do h cha c o
to qua trng lp; tinh thn lm vic nhm cha cao: Trong quy trnh 6 sigma, trnh
ngun nhn lc l mt yu t quan trng nh hng ln s thnh cng ca vic p dng
phng php ny ci tin cng vic. vic p dng 6 sigma t c mt kt qu nh
mong i i hi ngun nhn lc ca doanh nghip phi c mt trnh nht nh. V khi p
dng 6 sigma, ton b h thng s hot ng theo mt quy trnh c chun ha, cc cn
b cng nhn vin cn hiu r c quy trnh v thc hin tt trch nhim, phn vic ca
mnh t c kt qu tt. Nhng vn t ra l khng phi doanh nghip no cng c
mt i ng c trnh , nht l i vi nhng doanh nghip vi b phn lin quan n khi


lp rp, sn xut m trnh v kh nng hc hi, tip thu ca cc cng nhn khng
ng u. V Ford Vit Nam cng nh vy. Hu ht cc cng nhn trong nh my l cng
nhn a phng. H cha c o to bi bn qua trng lp nn kh nng tip thu cng
ngh chm, khng linh hot v cha sng to trong sn xut. Thm vo , i ng cng
nhn t c mt trnh tay ngh nht nh, Ford s phi b ra mt chi ph kh cao cho
vic o to khng nhng v kin thc cng vic m cn v cc ki nng lin quan nh lm
vic nhm, s nhanh nhy trong gii quyt vn ,
6.5.3 6 sigma l mt tin trnh kim sot quy trnh i hi s n nh rt ln ca mi
quy trnh cng ngh bao gm: My mc thit b, quy trnh hot ng v con ngi .v.v. trong
, my mc thit b khi s dng mt thi gian thng c bin sai s ln => vic n nh
bin ny ngoi nhng gii php kh thi cn ph thuc rt ln vo c tnh thit b. Vic
nng cp v thay i thit b l kh khn v cng. Tht vy, vic nng cp hay thay i my
mc thit b sn xut quy trnh cng ngh khng ch i hi phi c ngun ti chinh
nghin cu hay mua sm cc my mc thit b mi m cn i hi trnh ca ngun nhn
lc phi c nng cao lin tc c th vn hnh v lm ch c cng ngh mi mt cch
c hiu qu. Tuy nhin vn ti chnh v ngun nhn lc khng phi l vn kh khn
ln ca Ford m chnh s thay i nhanh ca quy trnh cng ngh lm cho s kim sot
gp nhiu kh khn. Ch tnh ring 6 thng cui nm 2009, Ford cho ra i hoc ci tin
10 mu xe mi, v nh vy lm rt ngn vng i ca cc mu xe xung cn 2,4 nm. V
nh vy ch trong 18 thng t thng 6 nm 2009 n cui nm 2010, Ford cho ra i 18
mu xe mi. V hu qu l thng thng 6 nm 2010 Ford tin hnh thu hi xe th 8 ch
trong vng 10 nm vi 4,5 triu chic v nng tng s xe b thu hi ln 14 triu chic trong
10 nm. Hay l ln gn y nht vo cui thng 11 u thng 12 nm 2012, mu xe chin
lc Sedan Fusion 2013 bi thu hi 2 ln do li ng c v li n pha. T c th thy
c s thay i qu nhanh v dng i sn phm lm cho Ford khng c thi gian
kim sot quy trnh sn xut sn phm lm cho sn phm b mc li lin tc.
6.5.4 6 sigma l d n ln, cn c s tham gia ca lnh o v ngi iu phi cng l
thnh vin thuc ban gim c, nn a s cc thnh vin d n thng nm gi cc vai tr
quan trng trong cng ty v khi d n c trin khai mt thi gian th cc yu t tc ng


bn ngoi c nh gi l c mc quan trng cao hn s c u tin gii quyt, trong
khi vic tun theo trnh t h thng l im yu ca ngi Vit Nam v v th m duy tr Six
Sigma cng s rt kh khn.
6.6 Ford vt qua kh khn nh th no?
- Ford nhn ra rng, vt qua cc kh khn, cn phi c s thay i trong vn ha,
nghia l thay i cch thc lm vic ca nhn vin v s ch ng tham gia ca tt c cc
thnh vin mi cp s m bo thnh cng ca d n. Chnh v vy, Ford tp trung vo
vic thay i thi , s nhn nhn ca nhn vin v vic p dng quy trnh 6 sigma. lm
c vic ny, Ford khng ngng trin khai cc t hun luyn nhn vin, tng cng cc
hnh thc truyn t thng tin v nhng li ich do quy trnh 6 sigma em li nhm to s
hng khi v phn khch cho nhn vin. Bn cnh , Ford c nhng chng trnh thu ht
nhng ngi gii tham gia vo qu trnh 6 sigma.
- Trong sut qu trnh thc hin d n, vic truyn thng tin tin trnh ca d n ln
cc cp lnh o iu hnh v cc thnh vin, cc bn lin quan n d n c din ra lin
tc. Song song , vic nh gi kt qu tin hnh d n c thc hin nh k nhm gii
quyt cc khc mc cng nh phn b ngun lc hp l.
- m bo cho cc d n c thc hin v qun l mt cch hp l, Ford lp ra
h thng theo di d n trong nhng thnh vin ca cc nhm khc nhau c th tip cn,
quan st v theo di nhng quy trnh m cc nhm khc ang thc hin. Vic ny gip cho
qu trnh thc hin d n gia cc nhm c din ra mt cch ng b v thng nht.
- Ford ch trng i vo hot ng o to: Mt khi cc lnh o hng u ca Ford
c o to, cng ty nhanh chng o to cho nhng ngi m s tr thnh xng sng
ca qu trnh Six Sigma: Master Black Belt (MBB), Black Belt (BB) v Green Belt (GB).
Trong nm u tin, Ford o to gn 10.000 nhn vin ti Six Sigma, c h tr bi
vic mua giy php o to $ 6 triu USD t Hc vin Six Sigma. "Chng ti c 2.300 Black
Belt c o to hin nay", "Chng ti mun duy tr khong 2.500 Black Belt v chng ti
c mt mc tiu o to tt c cc nhn vin lm cng n lng chuyn nghip ca chng
ti l Green Belts trong vng bn nm ti. Chng ti c hn 6.000 Green Belts c o


to." Mt lnh o cp cao ca Ford cho bit. Ford hy vng s tng ln n 10.000 vo cui
nm nay.
- Ngoi ra, Ford cn pht trin mt chng trnh gi l Thit k cho Six Sigma (Design
for Six Sigma DFSS) nh l mt phng php tip cn b sung cho cc vn cn tn
ti ca Six Sigma. DFSS khuyn khch d on nhu cu ca khch hng v p dng cc
phng php khoa hc v thng k p ng nhng nhu cu . Trong khi Six Sigma c
cng nhn rng ri bi cc t vit tt DMAIC i din cho giai on 5 tiu chun ca n,
DFSS khng c t vit tt tiu chun. V vy, cc t chc p dng mt lot cc phng
php tip cn trong cc t vit tt nh IIDOV (invent, innovate, develop, optimize, verify)
CDOV (concept development, design development, optimization, verify certification), IDOV
(identify, design, optimize, validate), DMADV (define, measure, analyze, design, verify),
DCOV (define, characterize, optimize, verify) v IDEAS (identify, design, evaluate, assure,
scale-up). Mc d c nhng khc bit v tn gi, tt c cc phin bn ca DFSS u chia s
chin lc v cc cng c c bn nhm thc y mt mc tiu chung: to ra mt d liu
nhm to ra & pht trin sn phm thnh cc sn phm p ng c nhu cu khch hng.
Mt nhm nh vi cc i din t cc b phn khc nhau bt tay vo thc hin mt k hoch
pht trin cc DFSS cho Ford. Nhm nghin cu gii quyt trn mt qu trnh bn giai
on: xc nh, m t c im, ti u ha v xc minh (DCOV). Khung DCOV ph hp vi
h thng pht trin sn phm hin c ca Ford (PD) v c xy dng trn cc nguyn tc
ca h thng, k thut mnh m v ng thi. Nhng ngi ng h DFSS th cho rng
phng php ny gim thiu c khuyt tt nhiu hn DMAIC. Tuy nhin, vn c nhiu
hoi nghi v DFSS, ngay c ti Ford. Tuy vy, theo thi gian DFSS ti Ford ni ln nh l
1 phng php tip cn khoa hc thc y Six Sigma. Cc yu cu:
Xc nh nhu cu ca khch hng
Pht trin cc chc nng chuyn giao hp l (cc phng thc ton hc) m t
c hiu qu ca sn phm bng cc phng php khch quan
Lin h cc phng php khch quan ny vi nhu cu ca khch hng v nghim
tc nh gi kh nng p ng nhu cu ca khch hng trc khi ra mt sn phm


p dng kin thc v chc nng chuyn giao ti u ha cc thit k nhm tha
mn nhu cu ca khch hng ng thi trnh cc tht bi.
Six sigma h tr vic thc hin cc bc ny bng cch cung cp:
Mt ting ni chung cho ton b cng ty gii quyt v ngn nga cc s c
Mt t duy bit s dng cc d liu hp l trc khi ra quyt nh
Mt k vng chung ca c t chc m kt qu c th o lng c
Mt h thng qun l d n nghim ngt t c thnh qu mt cch kp thi
Khng mt nhn t no trong cch tip cn ny l mi m, nhng chng cng nhau to
nn mt cng thc cho s thnh cng. Da vo kinh nghim ap dng DFSS, Frank
McDonald, Ph CT ca Cummins Inc cho bit: DFSS c xem l phng php mi nht,
tuy nhin s tht l n ch l s pht trin t phng php c ln chun mc cao hn, do ,
n dng nh l mt phng php ng n.
Gn y, nhng ngi khi xng DFFS u tranh rng cc t chc nn bt u trin
khai 6 sigma vi DFFS thay v DMAIC. Tuy nhin, kinh nghim ca Ford ch ra rng d n
DMAIC ngn hn dn n s loi tr nhanh chng ca mt s ln cc vn , v kt qu
chnh l cc li ch kinh t c th o lng c. Thnh cng ny lm tng nim tin ca
ngi ta vo 6 sigma, v tip tc to dng vn ha DFFS. Hn na, mt khi BBs thnh
cng trong mt vi d n DMAIC, h cng c trang b tt hn h tr cc d n DFFS
di hn v phc tp hn.
Mt s cng ty s dng cc giai on qu trnh khc nhau cho cc loi d n khc nhau.
V d, cc tc gi ca thit k cho Six Sigma trong Cng ngh v pht trin sn phm th s
dng cc pht minh, i mi, pht trin, ti u ha v xc minh (IIDOV) m t DFSS cho
s pht trin cng ngh v khi nim, thit k, ti u ha v s dng xc minh (CDOV)
m t thng mi ha sn phm. gim s nhm ln, Ford s dng ch vit tt DCOV cho
tt c cc hng mc ca d n DFSS. Thch thc th hai trong vic tch hp cc phn phi
DFSS vo qu trnh pht trin hin nay l xc nh ngi qun l. D n DFSS thng i
ph vi nhng thit k kh khn nht, chng hn nh khi nim hoc cng ngh mi lin
quan n mt trng hp kinh doanh hp dn hoc cc h thng phc tp m dn n xy
ra mt s vn trong qu kh.


S a dng ca phm vi gii quyt bi cc d n DFSS c nghia l DFSS cn phi ton
din hn v linh hot hn DMAIC. DMAIC, BBs xc nh v lm gim tn s ca cc
khuyt tt c to ra bi cc quy trnh hin ti, phn ln cng vic l phn tch. Trong
DFSS, cc i nhm khng ch d on v ngn nga khuyt tt, m h cn phi d on v
p ng nhng nhu cu r rng hay tim cn ca khch hng. DFSS i hi mt s cn bng
ca phn tch v tng hp (tng hp cc thit k mi v cc thit k tiu chun t mt s kt
hp ca lp lun suy din v quy np da trn quan st, kinh nghim v l thuyt).
Thch thc ca DFSS l s thay i trong cc mong mun ca khch hng trong tng
lai hay s bin ng trong sn xut o lng nhng s thay i ny th khng th dng
cch thu thp d liu t quy trnh hin c ri suy lun thng k. V vy, ngoi c trang b
vi cc cng c thng k, i DFSS phi c kin thc v cc phng php nonstatistical
ngoi chng trnh, bao gm cc phng php c c ci nhn su sc ca ngi tiu
dng, vic xp cc mong mun ca khch hng xung thnh cc thnh phn chi tit k thut,
thit k chng sai lm, v xc minh thit k vi c mu nh th nghim.
Phng php ny thng do BB v MBB a ra, v phi kt hp vi chuyn mn k
thut su v cc chc nng sn phm trong cc cu hi. Tnh hung l tng l mt BB t
mt b phn chc nng c cp giy chng nhn v tr li b phn h tr cng
vic DFSS c lin quan. u tin, nhm d n ca Ford dnh thi gian t ra bin tin
trnh DFSS n. Nhng c gng nm bt bt c chi tit quan trng no th cui cng cng b
gt b bi v chng tr nn tha thi trong biu tin trnh PD v tht bi trong vic ch ra
cc loi d n khc nhau cng nh l m t s lp i lp li trong qu trnh x l. Vic m t
r rng mi quan h thch hp gia cc cng c v kt qu trong mt biu n l iu tht
s kh khn. V vy, nhm d n quyt nh xy dng hai ti liu:
1. Mt ma trn cng c phc tho nhng cng c c th p dng ti mi giai on ca
d n (bng 1).
2. Mt danh sch kim tra d n m t cc kt qu d kin mi giai on. N c
s dng cho bit nhng mc khng th p dng cho mt d n c th v c quyt nh
bi cc MBB v Champion iu hnh.



Bng 1 Ma trn cng c DFSS ca Ford
D Am
hiu
khch
hng
Nghin
cu th
trng
Phn
tch
thng
hiu
M
hnh
Noriaki
Kano
Trin
khai
chc
nng
cht
lng
Bench-
marking
Lch
s
cht
lng:
nghin
cu
Lch
s
cht
lng:
sa
cha
Chc
nng
lm
gim
cht
lng
H
thng
k
thut

Thit
lp
v
xc
nhn
mc
tiu
Bng
im
DFSS
C Xc
nh
v la
chn
khi
nim
Th
nghim
thit k
S
P
S
h
thng,
chc
nng

tin
cy
v
thit
k k
thut
thc
Thit k
tin
Phn
tich a
hng
Dng
li v
phn
tch
tc
ng
Phn
tch
h
thng
o
lng
O Ti
u hi
nh
lng/
nh
tnh
Thng
s
thit
k
Sai s
thit k
Tnh
thit
thc v
tin
cy
trong
phn
tch
Sai s
thng
k
Thit
k
cho
sn
xut/
lp
rp
nh
gi
kh
nng
x l
V M hnh a
bin v nh
gi s lc
K hoch chng
nhn thit k v
bo co
Chng minh tin cy/
tnh thit thc
K
hoch
kim
sot
Mt trong nhng thch thc chnh khi thc hin DFSS thc hin l o to. Ford u tin
p dng mt m hnh o to BB in hnh cho ton b cc nhm d n. Cc thnh vin
trong nhm tham d lp o to hai tun trong nhng thng u ca mt d n. H hc theo
chng trnh ging dy bao gm nhng kin thc chuyn su v qu trnh x l v cc cng
c.
Cc thnh vin tham gia trong cc i tin phong a ra hai mi quan tm ln:
1. Mt s cng c v qu trnh x l l tha thi cho FTEP.
2. Khng phi tt c cc cng c chuyn bit c hc c th p dng cho mt d n c
th. Chinh v iu ny cc thnh vin trong nhm lo lng h s qun nhiu kin thc c
o to vo thi im m h cn p dng n. H kt lun l khng hiu qu khi o to
tt c cc thnh vin trong nhm trong tt c cc cng c ny. T thng tin phn hi, vic
o to DFSS c c cu li. tng cng s gn kt tip tc vi qu trnh x l, cc


nhm thc hin cc cuc hi tho nh k tng ng vi tng giai on ca d n (D, C, O
v V). Thay v ging dy cc cng c, cc cuc hi tho dy v qu trnh x l v m t cc
kt qu d kin t nhm d n. Phn ln thi gian c dnh cho vic gip nhm d n
xy dng qu trnh x l cho mt d n c th bng cch gii thch d liu v xy dng
chin lc cho cng vic k thut trc mt. Vo cui mi bui hi tho, nhm d n hon
thnh mt k hoch lm vic cho cc bc tip theo ca d n. Trng nhm d n, thng
l mt BB c o to, s hng dn vic ng dng ca cc cng c Six Sigma. Mt
MBB s to iu kin thc hin hi tho, hp tc vi trng nhm trong sut d n v
thc hin o to b sung cc cng c DFSS nng cao theo yu cu.
b sung kin thc c bn ca cc cng c DFSS c cung cp thng qua FTEP,
B phn k thut chuyn v K thut Cht lng ca Ford s bo m tin cy v chuyn
giao nhng bui hi tho chc nng cho cc k s theo din rng sang cho cc nhm d n
DFSS. Nhng k nng c bn ca DMAIC cng c gia c v cc nhm k thut c y
quyn i hi phi c DMAIC Green Belt. M hnh o to linh hot hin ti theo bng 2
thc y cc chng trnh o to hin ti pht trin trong khi cc d n vn c thc hin
theo ng m hnh Just in time. Vic thc hin DFSS c th l thch thc i vi bt k t
chc no. Kinh nghim Ford cho thy rng nhng thch thc ch yu lin quan n vn
ha v t chc hn l n k thut. Thng qua nhng iu chnh da trn cc bi hc kinh
nghim, nhng im ni bc DFSS ca Ford bit n l: s nng cao trong h thng PD
hin ti lm n by cho c s k nng 6 Sigma m rng ca cng ty v s m mang vic
hiu bit hiu nng sn phm mt cch c bn v vic mang n nhng thit k tt tha mn
khch hng tha mn. N thch hp vi phm vi rng ca mc tiu di hn v cho php
s linh hot trong chn la cc cng c t c kt qu i hi. N cng c vic o to
hin ti vi nhng bui hi tho Just in time gip cho cc nhm d n t c kt qu
mt cch hiu qu.



Bng 2 o to h tr DFSS
i tng
Loi hnh o to Tt c k
s
Thnh vin
nhm
DFSS
Black
Belt nhm
DFSS
Master Black
Belt nhm
DFSS
Cch thc
Kin thc
bt buc
v
DMAIC
Kha
Green
Belt (2/3
ngy)
Bt buc Bt buc Khng
hc (*)
Khng hc Hc trn
lp
Kha
Black
Belt (20
ngy)
Bt buc Bt buc Hc trn
lp
Kha
Master
Black
Belt (10
ngy)
Bt buc Hc trn
lp
DCOV Chng
trnh hun
luyn k
thut ca
Ford: gii
thiu cc
cng c
DCOV c
bn
Bt buc Bt buc Bt buc Bt buc Hc
online +
kim tra
Hi tho
v tin
cy v
chuyn
i chc
nng (mi
2 ngy)
Khuyn
khch
Khuyn
khch
Khuyn
khch
Bt buc Hc trn
lp
Tho lun
nhm
(na hoc
1 ngy
mi giai
on)
Bt buc Bt buc Bt buc Hc trn
lp
Cc lp
hc nng
cao (**)
La chn
thm
Khuyn
khch
Bt buc Hc trn
lp


Theo di
mt MBB
ca DFSS
lm vic
Bt buc Hc theo
cng vic
(*) Khng hc, o to BB c thay th cho yu cu hc loi hnh ny
(**) Qu trnh x l DFSS (1 ngy), tin cy v tnh thit thc trong phn tch (2
ngy), cch nghi sng to c cu trc (3 ngy)



CHNG 7:
KIN NGH MT S GII PHP THC HIN SIX SIGMA C HIU QU

- Lnh o cng ty phi c s cam kt v vic duy tr & s dng 6 sigma mt cch hiu
qu & lin tc.
Cp lnh o phi hiu & hon ton ng h vic trin khai Six sigma
Phi ci m & sn sng thay i
Phi sn sng cam kt ngun lc (con ngi & ti chinh) trin khai Six sigma
- Nng cao thc trch nhim cng nh tng cng o to cho i ng nhn vin ca
cng ty.
Thu ht nhng ngi gii nht tham gia vo Six sigma ca cng ty & khuyn khch
h bng th lao, phn thng, s cng nhn, & thng tin gn lin vi thnh qu t c
Cc chng trnh o to nn tp trung vo cc kh nng thng k, phn tch, gii
quyt vn
- Chn lc 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.
- Qun l cc d n Six sigma: kim tra nh hng ti chnh tht s t d n, lin tc
thng tin tin trnh ca d n n nhng ngi lin quan, c bit l cp lnh o; vai tr,
trch nhim ca tng phng ban phi c xc nh r rng;
- Nhc n Six Sigma, phn ln chng ta nhn nhn di gc sn xut. Tuy nhin,
theo cc chuyn gia, Six Sigma c th p dng tt c cc linh vc, ngnh ngh v mc tiu
ca n l gim thiu nhng ri ro, bin ng v ngn chn cc nguyn nhn gy ra sai hng,
tht bi. Ford Vit Nam gp kh khn khi p dng 6 sigma trong cc khu sn xut do i
ng nhn lc cha c kinh nghim v nng lc. Do hot ng o to l v cng quan
trng. c th p dng tt 6 sigma vo cc khu sn xut, thit nghi doanh nghip cn c
ngun nhn lc tt, m bo cht lng, do khu o to nhn lc cn c s quy chun
to tin cho vic thc hin cc chng trnh 6 sigma khc ca Ford. C bn, quy trnh o
to bao gm cc giai on:


1. Xc nh nhu cu o to:
2. La chn nh cung ng:
3. Thc hin chng trnh o to:
4. nh gi chng trnh o to
Da vo quy trnh o to v nguyn tc DMAIC ca Six Sigma, doanh nghip c th
tin hnh ci tin qu trnh o to ca doanh nghip mnh theo cc giai on nh sau:
u tin, doanh nghip lit k cc mc tiu c th i vi ngun nhn lc, sau chuyn
giao thnh mc tiu ca phng Nhn s. T y, phng nhn s tip tc xc nh cc mc
tiu i vi tng qu trnh, tng cng vic, c bit nhn mnh n hot ng o to. Tip
tc la chn mt trong 4 bc ca quy trnh tin hnh ci tin t ph. Trong bc Xc
nh, phng nhn s tm ra vn cn ci tin mt cch chi tit bng vic s dng cc cng
c thng k. T , mc tiu ci tin c xy dng da trn cc kt qu thc hin trong qu
kh. im cn lu trong giai on ny chnh l vic tinh ton c thc trng ca hot
ng o to bng cch s dng bng so snh gia ng c s (Base line) v mc tiu
(Target). c bit, doanh nghip cn ch trng n cc chi ph cht lng km COPQ (cost
of poor quality).
V d:
Phng nhn s tnh ton kt qu hot ng o to nm ngoi th hin qua cc ch s v
s lng nhn vin tham gia, chi phi o to v chi ph trung bnh cho mi ngi cng nh
nh gi hiu qu cc d n m h tham gia ng gp cho cng ty. Thng qua , phng
Nhn s s xy dng ng c s v Mc tiu sao cho k vng t c sigma cao hn.
Theo trnh t y, m hnh SIPOC c lp y cc thng tin nhm chun b cho d n ci
tin t ph.
Suppliers: doanh nghip xc nh cc ngun cung cp u vo i vi qu trnh o
to gm: ban lnh o, n v o to bn ngoi, cc nh qun l, c s vt cht, ti liu,
Inputs: u vo ca qu trnh c th bao gm: k hoch o to, ni dung o to, s
lng hc vin, cc dch v i km,
Process: Cc bc thc hin qu trnh. y l im quan trng v mang tnh quyt
nh. Process ny khng phi l qu trnh o to thun ty ni chung, m n yu cu doanh


nghip xy dng c quy trnh t c mc tiu cui cng, gia tng cc gi tr mong
i trong m hnh SIPOC. iu c nghia l doanh nghip s phi tnh ton v thit k mt
quy trnh ci tin nhm m bo u ra Output.
Outputs: u ra ca qu trnh ny bao gm cht lng o to, hiu qu cng vic
gia tng, kim sot c chi ph v ch s ti chnh kh quan.
Customers: Khch hng ca doanh nghip chnh l ni b cc thnh vin tham gia
o to.
Sau khi phc tho m hnh SIPOC, doanh nghip s thit lp i d n gm cc chc
danh: Qun qun, Ngun ti chinh, Ngi h tr, ai xanh.
Chuyn sang giai on o lng, doanh nghip tin hnh phn tich Nng lc qu
trnh nhm xem xt v kim sot thc trng. T kt qu , i d n phc tho Bn qu
trnh chi tit v vn cn ci tin, c th hn v chi tit hn tp trung u vo v u ra
trong SIPOC. Lc ny, cc cng c thng k phi c kt hp s dng nhm gip i d n
c ci nhn trc quan v tng qut cc nguyn nhn gy ra sai st
giai on phn tich, i d n thit lp mt k hoch thu thp d liu da trn vic
o lng, xc nh cc nguyn nhn. Trong , i cn c s phn cng trch nhim c th,
r rng i vi tng kha cnh v cc cng c s c s dng tng ng. im quan trng
nht trong bc ny chnh l vic xc nh cc KPI v cc tc ng ca chng n hiu qu
o to. Sau khi phn tch ring r tng vn , i d n s c mt bn tng hp cc nhn t
nh hng n qu trnh o to.
Giai on Ci tin yu cu i d n phi thit lp c mc tiu ci tin v cc hnh
ng ci tin tng ng vi tng vn c phn tch cc bc trn. Chng hn, trong
giai on nh gi hot ng o to, doanh nghip c th ci tin phng php nh gi,
la chn phng php hp l v mang li kt qu chinh xc hn, s dng cc cng c thng
k a n mt quy trnh tinh gn hn, chi phi cho mt c nhn it hn nhng hiu qu
cng vic h thc hin cao hn. Tng t nh bc Phn tich, sau khi xut nhng
phng n ci tin i vi tng vn , doanh nghip s c mt bn tm tt nhm em li ci
nhn bao qut hn v c s lin kt gia cc gii php. Mt ln na, vic nh gi nng lc


qu trnh c tin hnh nhm so snh hiu qu hot ng ci tin so vi trc y, cng
nh tinh ton li cc chi ph cht lng km.
Da vo thng tin c c t nhng giai on trn, i d n s tin hnh kim sot
qu trnh mi bng mt k hoch hnh ng. Trong k hoch ny, i d n thit k lch
trnh cho d n theo tng giai on DMAIC. Vic ny gip cho doanh nghip theo di tin
v cp nht cc vn pht sinh kp thi iu chnh mt cch hp l. Hot ng ny
rt quan trng trong hot ng o to v nu tin khng c m bo s nh hng n
vn u t, thi gian v bn thn ngi nhn vin



TI LIU THAM KHO

1. GIO TRNH QUN L CHT LNG NH XUT BN THNG K (2010)
Trng i hc Kinh T TPHCM Khoa Qun tr Kinh doanh
2. DESIGN FOR SIX SIGMA AT FORD - Nathan R.Soderborg, Ford Motor Co. (2004)
3. CONSUMER DRIVEN SIX SIGMA SAVE FORD $300 MILLION
Scott M Paton (2000)
4. GII THIU V SIX SIGMA MEKONG CAPITAL LTD (2004)
5. MT S WEBSITE:
http://vi.scribd.com/doc/51870239/Six-Sigma-nhom-8
http://tailieu.vn/xem-tai-lieu/de-tai-ap-dung-six-sigma-tai-ngan-hang-tmcp-ky-thuong-viet-
nam.857372.html
http://www.vnson.com/chat-luong/349-6-sigma-cong-cu-nang-cao-tinh-canh-tranh-cho-doanh-
nghiep-sau-hoi-nhap-phan-1
http://www.tqcsi.com.vn/web/articleid/36/pageid/294/parentid/113/default.aspx?langfile=VN
http://qcglobal.wordpress.com/2011/01/06/six-sigma-la-gi/
http://www.dalat.gov.vn/web/tdc/tabid/568/Add/yes/ItemID/12708/categories/54/Default.aspx
http://imcvietnam.com/pc/0/11/71/gi%E1%BB%9Bi-thieu-6sigma
http://tailieu.vn/xem-tai-lieu/tieu-luan-ung-dung-6-sigma-trong-kinh-doanh.628881.html
http://ceoviet.vn/nha-quan-ly/quan-ly-vi-mo/493-doanh-nghiep-nen-ap-dung-six-sigma.html
http://www.vpc.vn/Desktop.aspx/News/TinTuc/Phuong_phap_cai_tien_6_Sigma_da_duoc_ISO_
tieu_chuan_hoa/

Tieu Luan 6 Sigma Hoan Chinh

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Tieu Luan 6 Sigma Hoan Chinh

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TRNG I HC KINH T THNH PH H CH MINH

ng du ng Six Sigma tre n Th gi

c 3,4 l i tre n m i tri u kha

nh kinh doanh . Trong vic

a khuy t tt, Six Sigma tp trung va

ng khch hng rt cao.

ng, nh ISO-9001, hay la

mt h phng php gip gim thiu khuyt t t d a tre n

nh . i vi a s cc doanh nghi p Vit Nam, i u ny nghia l thay v

i thi n quy tri

ng du ng Six Sigma tren Th gi

o na m 1986 v sau c ph bin

n General Electric (GE) vo thp nie n 90. Cc t chc

nh Six Sigma xuye n su t ca

n xu t co ng ngh cao cho n di ch vu va

cho th y : Khong 22%

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