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 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;
6 Sigma l g?
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.