7 QTEricssonCase Study HandoutWord文档下载推荐.docx
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7 QTEricssonCase Study HandoutWord文档下载推荐.docx
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ACaseStudyusing7qualitytools
CambridgeManagementConsulting
DevelopedbySylvanSitkey
CMCLeadershipDevelopment
Basedonanoriginalpaperby:
D.L.Kimbler,Ph.D.,P.E.
DepartmentofIndustrialEngineering
ClemsonUniversity
CaseStudyOutline
Thiscasestudyprovidesanopportunitytopracticeusingproblemsolvingtoolsandinterpretingthebasicdata.
Formintogroupsof3or4people.Thesegroupswillworkasseparateproblemsolvingteams.
1.Readthecasestudyintroductionandallocatetheinterviewreportsamongstyourteam
10mins
2.Readthroughyourallocatedinterview(s)
15mins
3.FirstPassAnalysis(Pareto,Ishikawa,ProcessFlows,OpportunityForDefects)
30mins
4.Interpretstatisticaldata(Histograms,RunCharts,ScatterDiagrams)
5.UseStatisticalProcessControlandrecommendshorttermactions
6.TeamFeedback(3x10mins)
7.FinalReview(Learnings)
10mins
1.CaseStudyIntroduction
Etcetera,Inc.isaU.S.basedmanufacturerofspecialtykeytags.Theyhaveaproductlineofmetalandplastickeytags,someofwhichhavestandardsymbolsandmessages;
someitemsmaybecustomized.Theirprimarymarketiscollegebookstoresandsimilaroff-campusstoresandtheyproducetheirstandardproductswithsymbolsforthismarket.Customproductshavestandardsymbolswithadditionalmessages;
thesearetypicallypurchasedbycampusorganizationstopromoteorcommemoratespecialevents.
Thecompanyhasbeeninbusinessfor15years,andhasbeenmoderatelysuccessful.Thereare175employees,120ofwhomareinproductionorproduction-relatedjobs.Thecompanyhasgrownsteadilyovertheyears.Ithasdevelopedareputationamongitsmajorcustomersfortimelydeliveryandgoodproductsatareasonablecost.Thecompanyhad$8,000,000ingrosssaleslastyear,anall-timehigh.Thecompanyisafamily-ownedbusiness,butisconsideringconvertingtoanemployeestockownershipplan.Therearerumorsthatthepresidentandmajorownerisconsideringretiringwithinthenextfewyears.
Thiscompanyisatacrossroadsandthemanagementseemtorecognizeit.Theyareconsideringbothexpansionandmajorreorganization.Theyarealsobecomingconcernedwithcompetition.Sincetheproductlineinvolvesrelativelysimpletechnology,itiscertainlypossiblethatcompetitorscouldbecomeafactor.Existingcompetitorstendtooperatewithintheregionsthattheyserve,socompetitionwithinaregionisvirtuallynon-existent.Infact,mostofthecompetitorsinthismarketactasiftheybelongtoanexclusiveclub,andsofartherehasbeenacongenialandamiablerelationshipamongthecompaniesthatsharethismarket.
Recently,however,akeytagproducerinanotherpartofthecountrywaspurchasedbyagroupofCanadianentrepreneurs,ostensiblytoprocureaproductionfacilitytosupportasimilarmarketamongCanadiancolleges.Thishastheownersworried.Notonlyhasastrangerjoinedtheclub,buttheplansofthenewcompanyarenotclear.Thereisapossibilitythataninfusionofcapitalintothenewlypurchasedcompanywouldleadtoanattempttotakemarketshare.
Thispotentialattackonmarketshare,possiblycomingduringareorganizationofthecompany,hastheEtceteraownergroupconcerned.Whiletheybelievethecompanyissecureintheshortterm,theywouldliketoimproveprofitssothattheycanmakeinvestmentsintothenewdesktoppublishingbusiness.Someoftheownersaretemptedbyaquicksell,however,othersfeelanalmostpaternalresponsibilityforEtceteraandwouldliketoleaveitinastateconducivetosuccessinthelongterm.
AfewoftheownershaveattendedseminarsonSixSigmaattradegroupmeetingsandprofessionalsocietymeetings,andtheothershavereadofchangestakingplaceinmanyindustries.Theyhavedecidedthatqualityisthekeytoretainingmarketshare.
Youhavebeenhiredasaprocessimprovementspecialistinpreferencetoanyothersixsigmabasedconsultancy.Incommunicationswiththecompanysofar(whichhavebeenlimitedtomeetingswiththepresident),youhavelearnedafewgeneralthingsaboutthecompany,mostlythehistorydescribedabove.Yourjobistoconductacomprehensivestudyofoperations,helptakesomeimmediateactionstoimprovequality.
2.MeetingswithKeyPersonnel
Yourinitialtaskistotalkwithsomekeypeople.Theycanshowyouhowthesystemoperates,sharetheirownideasandbeofinvaluableassistanceinyourstudy.Atthesametime,youmustrecognizethattheyareproductsoftheirenvironmentandeducation.Somethingsyoulearnfromthemmightbeincorrect,somemightbeuntrue,andalmostallwillhaveinherentbiases.Partofyourjobwillbetodiscoverthefactsofthesituations.
Withsomeknowledgeofthecompanyanditsproductsandproces
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- QT EricssonCase Study Handout