S SIPOC

Gin l mt bn ca SIPOC cao cp bao gm c cc nh cung cp cc qu trnh, u vo, quy trnh, kt qu u ra, v khch hng. Cht lng c nh gi da trn kt qu ca qu trnh. N c ci thin bng cch phn tch u vo v cc bin qu trnh. Mt v d v SIPOC c cung cp di y.

Hnh 1: V d s SIPOC

kin khch hng

kin ca khch hng l mt qu trnh c s dng ghi li v tr v yu cu ca khch hng (bn trong hoc bn ngoi) p ng cht lng tt nht c th c trong iu khon dch v hay sn phm. Qu trnh ny l hon ton dnh cho cc phn ng v i mi lin tc thch ng vi nhu cu khch hng thay i theo thi gian. kin ca khch hng l thut ng dng m t cc nhu cu th hin v khch hng khng th hin v yu cu ca n. kin ca khch hng c th thu c bng cch thc hnh khc nhau

bao gm: trao i trc tip, phng vn, kho st, nhm tp trung, chi tit k thut ca khch hng, quan st, d liu bo hnh, bo co thc a, my tnh xch tay ca bt bnh, vv. D liu ny c s dng xc nh cc thuc tnh cht lng cn thit cho vic cung cp mt thnh phn thit b c tch hp vo qu trnh hoc sn phm. kin ca khch hng l quan trng t chc:

Quyt nh nhng g cc sn phm v dch v cung cp. Xc nh tnh nng v thng s k thut ca cc sn phm v dch v. Quyt nh ni tp trung cc n lc ci tin. C c mt bin php c bn ca s hi lng ca khch hng trong mi quan h m ci thin s c o. Xc nh cc yu t chnh ca s hi lng ca khch hng.

Danh sch cc sn phm in hnh t quan im ca khch hng:

Danh sch khch hng v phn khc khch hng. Xc nh cc ngun hot v ch ng ca d liu c lin quan. Bng li hoc bng s d liu m xc nh nhu cu khch hng. Xc nh yu t thnh cng quan trng (Critical cht lng, CTQ). Thng s k thut cho tng yu cu CTQ.