| 上海电信话费异议的精确化管理——基于精益六西格玛的方法 |
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| 引用本文： | 金典,金国强.上海电信话费异议的精确化管理——基于精益六西格玛的方法[J].工业工程与管理,2007,12(1):1-6. |
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| 作者姓名： | 金典 金国强 |
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| 作者单位： | 1. 西安交通大学,陕西经济与金融学院,陕西,西安,710049
2. 上海质量管理科学研究院,上海,200050 |
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| 摘 要： | 分析了精益生产和六西格玛管理的精髓,结合两者思路,指出精益六西格玛是实现精确化管理的有效工具,并提出了基于精益六西格玛的精确化管理的技术路线,包括界定问题、细化问题、确定原因、制定措施、监控结果等五阶段.以上海电信降低话费异议率为例,验证所提出观点和方法的有效性.
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| 关 键 词： | 精确化管理 精益 六西格玛 精益六西格玛 话费异议率 |
| 文章编号： | 1007-5429(2007)01-0001-06 |
| 修稿时间： | 2006-05-30 |
Research on Accurate Management of Service Operation Based on Lean Six Sigma |
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| Jin Dian,Jin Guo-qiang.Research on Accurate Management of Service Operation Based on Lean Six Sigma[J].Industrial Engineering and Management,2007,12(1):1-6. |
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| Authors: | Jin Dian Jin Guo-qiang |
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| Abstract: | This paper analyzes the connotation of the attributes of accurate management,proposes to put accurate management into effect from five aspects such as organizational structure, strategic selection, process flow, process control and review, and integration and standardization. It propounds the technical route of accurate management based on lean six sigma, which includes five phases,namely Define problem, Refine problem, Identify causes, Take actions and Monitor results, then conducts case study on Shanghai Telecom to validate the effectiveness of the proposed method. |
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| Keywords: | accurate management lean six sigma lean six sigma bill objection rate |
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