Tài iệu tiếng Anh session 4 chapter 4 analyzing processes, dành cho cao học
04 - 01 The set of tools used to idenfy opportunies for improvement, document current processes, evaluate processes to nd performance gaps, redesign processes, and implement desired changes. !!"#$ % &$ ' #(') % &* &$ ' #(')% $+ $$% • ,*-" – -# – .## – ## – ,*# – &$ – ./%0 ''#%-#$## ,%#' # %-## $0%1%+# #!###'$# ./%0 • -## '$! '%- 234 !# 05 % 6'0 6'7 6'8 6' $24 3 9- .0 7%:; 7%8 8%07 7%5: 7%<8; 0%; 7%<8; .7 %= %<5 1%0; %:5 %5<1 0%0 1%8:8 .8 7%05 0%=5 7%08 7%71 7%081 ;%= 0%=77 -9->0;%;01 ./%0 - '$!#'3% - !0;%;0%-##2-4 !?## ! ->0;%;0120@;%054>00%57A B!## 0%100%57% [...]... Frequency Discourteous server 12 Slow service 42 Cold dinner 5 Cramped table 20 Atmosphere 10 Example 4. 2 50 – 45 – Failures 40 – 35 – 30 – 25 – 20 – 10 – 5– 0– Discourteous server Slow service Cold dinner Failure Name Bar Chart Cramped tables Atmosphere Pareto Chart for a Restaurant (42 + 20) 89 × 100% = 69.7% 45 – – 100.0% 40 – Failures 30 – – 60.0% 25 – – 40 .0% 20 – 10 – – 20.0% 5– 0– – 0.0% Slow service... • • If the average time to serve a customer is 4 hours The variable cost is $25 per hour And 40 customers are served per year The total labor cost is 4 hrs/customer × $25/hr × 40 customers/yr = $4, 000 Data Analysis Tools • • • • • • Checklists Histograms and bar charts Pareto charts Scatter diagrams Cause-and-effect diagrams (Fishbone) Graphs Example 4. 2 The manager of a neighborhood restaurant is... of 42 0 feet Step No Time (min) 1 0.80 Distance (ft) 50.0 X Step Description Direct customer into service bay Summary 2 3 X 1.80 Record name and desired service Activity X 2.30 4 0.80 5 0.60 6 0.90 8 1.90 9 0 .40 10 0.60 11 4. 20 12 0.70 13 2.70 14 1.30 X Recommend additional services Inspect X Wait for customer decision Walk to storeroom Store X Look up filter number(s) X 50.0 X 40 .0... Step 3: A cause-and-effect diagram identified several potential causes for the problem Step 4: The manager reorganizes the production reports into a bar chart according to shift because the personnel on the three shifts had varied amounts of experience Example 4. 4 Checklists Bar Chart Pareto Chart Example 4. 4 Fishbone Diagram Bar Chart Redesigning the Process • • Generating Ideas: Questioning and Brainstorming... history Nurse escorts patient to ER triage room X 10.00 Nurse inspects injury 40 .0 0.75 X 3 Return to waiting room Wait for available bed 3.00 X 4 Go to ER bed 40 .0 0.75 Wait for doctor X 5 Doctor inspects injury and questions patient 1.00 X 6 60.0 1.00 Nurse takes patient to radiology Technician x-rays patient X 7 Return to bed in ER 4. 00 Wait for doctor to return 8 9 10 X Doctor provides diagnosis and advice... triage room 23.00 Nurse inspects injury 40 .0 0.75 Transport X 3 Inspect 3.00 Wait for available bed X 4 9 11.00 2 8.00 3 8.00 Return to waiting room Go to ER bed 40 .0 0.75 Delay X 5 Wait for doctor Doctor inspects injury and questions patient 1.00 Store X 6 60.0 1.00 ― Nurse takes patient to radiology Technician x-rays patient X 7 Return to bed in ER 4. 00 Wait for doctor to return 8 9 10 X... When is it being done? 3 Who is doing it? 4 Where is it being done? 5 How is it being done? 6 How well does it do on the various metrics of importance? Redesigning the Process • • Generating Ideas: Questioning and Brainstorming Benchmarking – Four basic steps • • • • Step 1 Planning Step 2 Analysis Step 3 Integration Step 4 Action Managing and Implementing Processes • Seven common mistakes 1 Not connecting... baggage to aircraft Weight/balance sheet late Late fuel Late food service Delayed check-in procedure Contractor not provided with updated Waiting for late passengers schedule Materials Procedures Example 4. 4 The Wellington Fiber Board Company produces headliners, the fiberglass components that form the inner roof of passenger cars Management wanted to identify which process failures were most prevalent... Pareto Chart Atmosphere Cold dinner Percent of Total – 80.0% 35 – Example 4. 3 The operations manager for Checker Board Airlines at Port Columbus International Airport noticed an increase in the number of delayed flight departures Draw a Fishbone Diagram to determine the root cause of the problem of Delayed Flight Departures Example 4. 3 Personnel Equipment Aircraft late to gate Other Passenger processing... Climb from pit, walk to automobile X Fill engine with oil, start engine X Distance (ft) 16.50 8 5.50 4 5.00 1 0.70 0.30 Delay X 7 1 Walk to customer in waiting area Transport 70.0 Time (min) Open hood, verify engine type, inspect hoses, check fluids X 0.70 7 Steps Operation 0.30 Number of Inspect for leaks 42 0 Solved Problem 3 What improvement can you make in the process shown in Solved Problem 2? a Move . Description 1 X 2 X 3 X 4 X 5 X 6 X 7 X 8 X 9 X 10 X 11 X 12 X 13 X 14 X 15 X 16 X 17 X 18 X 19 X 0.50 15.0 10.00 0.75 40 .0 3.00 0.75 40 .0 1.00 1.00 60.0 4. 00 5.00 2.00 200.0 3.00 2.00 200.0 3.00 2.00 1.00 60.0 4. 00 2.00. Description 1 X 2 X 3 X 4 X 5 X 6 X 7 X 8 X 9 X 10 X 11 X 12 X 13 X 14 X 15 X 16 X 17 X 18 X 19 X 0.50 15.0 10.00 0.75 40 .0 3.00 0.75 40 .0 1.00 1.00 60.0 4. 00 5.00 2.00 200.0 3.00 2.00 200.0 3.00 2.00 1.00 60.0 4. 00 2.00. 04 - 01 The set of tools used to idenfy opportunies for improvement, document current processes, evaluate processes to nd performance