六西格玛管理在供电企业的应用研究

论文编号:GY173  论文字数:20744.页数:40  附任务书，开题报告，综述报告

摘要　改革开放以来，我国电力工业取得了举世瞩目的成就。随着电力体制改革的不断深入，供电企业面临着新的发展机遇和挑战。加强供电企业的服务质量管理，提高全体员工的服务质量和水平，打造服务品牌，以服务质量求生存、谋发展，已成为供电企业的必然选择。当前管理学界颇为流行的六西格玛管理正可担当此重任。
 六西格码管理法最早由摩托罗拉公司在20世纪80年代提出，90年代通用电气积极推行，取得了市场价值第一的卓越业绩，六西格码理论由此逐渐完善，并在实践中不断得到推广。六西格码管理是企业保持和获得生产经营成功的综合管理体系，它能严格、集中、高效地改善和提升企业流程管理质量，以“零缺陷”为完美追求目标，最终实现安全、经济、效益的显著提升和企业竞争力的重大突破。
 本文首先系统阐述了质量管理的发展史以及六西格玛管理的基本原理和方法，然后结合我国供电企业的特点，讨论六西格玛与供电企业之间的联系，在供电企业如何有效地开展六西格玛质量管理活动，以及六西格码在供电企业的应用原则要求等具体内容。
 文章最后探讨六西格玛改进的重要工具——质量功能展开，在介绍质量功能展开的基本方法和实施步骤后，通过一个质量功能展开在某供电公司的提高客户满意度的应用实例，展示了质量功能展开的使用过程及其优越性。
 
关键词：供电企业　　质量管理　　六西格玛管理　　质量功能展开 
Application Study of Six Sigma in the Power Supply Enterprise

Abstract Since China took reform and opening-up policy,our country has accomplished great achievement in electric power industry.With the constant development in system reform of the electric power industry,the power supply enterprise face new opportunity and challenge.Enhancing the service quality management of the power supply enterprise,improving all the employee’s service quality ,constructing service brand and competing with others in the service quality has become the inevitable choice of the power supply enterprise. Fortunately, Six Sigma, which is very popular in management region, may take the responsibility this time.
 Six Sigma, which was established in 1980s by Motorola , was aggressively promoted in GE in 1990s.On the one hand,it helped GE win the No.1 market value;on the other hand,the theory of Six Sigma became perfect gradually,and it was expanded in practice constantly. Six Sigma is a comprehensive management system that is used to keep enterprise on the way to accomplish success in production and operation in the aim of “Zero Defect”,it can improve and elevate the enterprise’s process management quality strictly, concentrately,and effectively,and finally make obvious progress in safety,ecomics,efficiency in order to achieve great competence against others.
 In the article,it first systemic elaborates the phylogeny of quality as well as the basic principle and technology of Six Sigma.Lately, unifying the specialty of the power supply enterprise in China, it discusses the relationship between Six Sigma and the power supply enterprise, the way of effectively operating Six Sigma in the company,and the principle of application of Six Sigma in the company and so on.
 At the end of the article,an important tool called Quality Function Deployment ,which is used in the Improve step of Six Sigma,is introduced.After the introduction of QFD’s basic method and operation step,it provides an practical example on raising Customer Satisfaction Index in a power supply company in order to demonstrate the process of QFD and its advantage.
 
 Keywords: the Power supply enterprise  Quality management  Six Sigma        Quality　Function　Deployment
 
目  录
引   言 1
第一章  研究现状、目的和意义 3
1.1  研究现状 3
1.2  研究的目的和意义 6
第二章  质量管理的发展历程 7
2.1  质量检验阶段 7
2.2  统计质量控制阶段 8
2.3  全面质量管理阶段 8
2.4  IS09000质量保证体系 8
2.5  六西格玛管理法 9
第三章  六西格玛理论及方法研究 10
3.1  六西格玛的统计学原理 10
3.2  实施六西格玛的六个重要原则 13
3.3  六西格玛突破模式——DMAIC 14
第四章  供电企业六西格玛质量管理应用研究 19
4.1  供电企业质量管理的特点 19
4.2  六西格玛与供电企业的联系 19
4.3  六西格码有助于设备管理 20
4.4  六西格码在供电企业的应用原则要求 21
第五章  质量功能展开的应用实例研究 22
5.1  质量功能展开简介 22
5.2  质量功能展开在某供电公司的提高客户满意度的应用实例 25
第六章  结论与展望 32
6.1  结论 32
6.2  展望 33
致  谢 34
参考文献 35

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