业务流程管理(1)

(1)MDQ5Whilewearemakinggreatstridesinimprovingourqualityperformance,theBaldrigecriteriashowsusthatwestillhavealotmoretodobeforewecanconsiderourselvesasworldclassacrossthebusiness.Nothingismorecriticaltoreachingthatlevelthanimprovingourbaiscworkprocesses-fromproductdevelopmenttocustomerfulfilment.TerryLautenbach10XBetter(233Defects/Million)WordClass(3.4Defects/Million)10Xbetter(6,200Defects/Million)Baseline&Benchmark(66,803Defects/Million)6sigma5sigma4sigma3sigma6sigma///......GeorgeFisher,CEO,Motorola/Aseriesofactionsoroperationsconducingtoanend.e.g.acontinousoperationortreatmentinmanufacuture.Aprocessisasetofinterrelatedworkactivitiesthatarecharacterizedbyasetofspecificinputsandvalue-addedtasksthatproduceasetofspecificoutputs.Aprocesscanbecontainedwithinafunctionalorganization,oritcanspanseveralfunctionalorganizations.Aprocessisaseriesofdefinedable,repeatable,andmeasurabletasksleadingtoausefulresultforaninternalorexternalcustomer.Webster'sNewWorldDictionary.EndofSectionOne