激烈的市场竞争导致企业的经营环境越来越复杂多变，企业想要持续增加利润、提 高核心竞争力，唯有加强业务流程特别是核心业务流程的管理，才能不断降低成本，提 高效率，为顾客提供高质量的产品和服务。因此，如何改进业务流程、对流程实施有效 的管理是越来越多企业函待解决的重要课题。 本文运用六西格玛的方法论来研究并优化H公司的核心业务流程。六西格玛是以事 实为基础的决策原则和科学管理方法的应用。随着应用范围的扩大，它集成了许多用于 改进业务流程创新管理、技术管理和变更管理的方法、工具和技术。六西格玛的重点是 深入和详细地了解客户的需求，并将客户的需求与业务事实和数据项联系起来，以减少 流程扭曲，使组织能够始终如一地向客户提供高质量的产品和服务。H公司是一家致力 于追求卓越品质和服务的餐饮设备制造公司，自1950年以来，H公司一直是行业创新 的领导者，经过多年努力取得了行业内的多个第一。由于餐饮行业需求的特性是多元且 快速变化，要求公司在采购环节、设计环节、生产环节遵循这种特性，为了持续提供满 足这种需求的高质量产品和服务，本文引入六西格玛管理方法，对相关核心流程进行优 化，以期建立一个长期可持续发展的管理模型，形成组织的核心竞争力。 通过研究，本文发现六西格玛能较好地应用于制造企业相关核心流程的优化。通过 六西格玛方法论地运用，能挖掘现有业务流程中的改进机会，解决现有流程中存在的问 题，并对企业的流程管理有较强的实际意义。 关键词：餐饮设备制造公司核心流程流程优化六西格玛 II RESEARCHONCOREPROCESSOPTIMIZATIONOFH COMPANYBASEDONSIXSIGM ABSTRACT Fiercemarketcompetitionleadstomoreandmorecomplexandchangeablebusiness environment.Ifanenterprisewantstocontinuouslyincreaseprofitsandimproveitscore competitiveness,onlybystrengtheningthemanagementofbusinessprocesses,especiallythe corebusinessprocesses,canitcontinuouslyreducecosts,improveefficiencyandprovide customerswithhigh-qualityproductsandservices.Therefore,howtoimprovebusiness processesandimplementeffectivemanagementofprocessesisanimportantissuetobe solvedbymoreandmoreenterprises. Thispaperusessixsigmamethodologytostudyandoptimizethecorebusinessprocess ofHcompany.SixSigmaistheapplicationofdecision-makingprinciplesandscientific managementmethodsbasedonfacts.Withtheexpansionofapplication,itintegratesmany methods,toolsandtechnologiesforimprovingbusinessprocessinnovationmanagement, technologymanagementandchangemanagement.SixSigmafocusesondeepanddetailed understandingofcustomerneedsandlinkingcustomerneedswithbusinessfactsanddata itemstoreduceprocessdistortionsandenableorganizationstoconsistentlydeliver high-qualityproductsandservicestocustomers.Hcompanyisacateringequipment manufacturingcompanydedicatedtothepursuitofexcellentqualityandservice.Since1950, Hcompanyhasbeentheleaderofindustryinnovation,andhasachievedmanyfirstsinthe industryafteryearsofefforts.Becausethedemandofcateringindustryisdiversifiedand rapidlychanging,thecompanyisrequiredtofollowthisfeatureintheprocurement,design andproduction.Inordertocontinuouslyprovidehigh-qualityproductsandservicestomeet thisdemand,thispaperintroducesixsigmamanagementmethodtooptimizetherelevant coreprocesses,soastoestablishalong-termsustainabledevelopmentmanagementmodel andformanorganization.Corecompetitiveness. Throughtheresearch,thispaperfindthatSixSigmacanbeusedtooptimizethecore III processesofmanufacturingenterprises.ThroughtheapplicationofSixSigmamethodology, wecantaptheimprovementopportunitiesintheexistingbusinessprocess,solvethe problemsintheexistingprocess,andhaveastrongpracticalsignificancefortheprocess managementofenterprises. KEYWORDS:FoodserviceEquipmentManufacturingCompany；Core Process;ProcessOptimization;SixSigma IV 目录 摘要......................................................................................................................................I ABSTRACT..............................................................................................................................II 第一章绪论..........................................................................................................................1 1.1选题背景.....................................................................................................................1 1.2研究目的与意义.........................................................................................................1 1.2.1研究的目的..........................................................................................................1 1.2.2研究的意义..........................................................................................................1 1.3相关概念及国内外研究现状.....................................................................................2 1.3.1相关概念的界定.................................................................................................2 1.3.2国内外的研究现状..............................................................................................2 1.4研究方法与研究框架.................................................................................................4 1.4.1研究方法.............................................................................................................4 1.4.2研究框架.............................................................................................................7 1.5主要的创新点.............................................................................................................8 第二章H公司简介及其核心流程现状.............................................................................9 2.1H公司简介.................................................................................................................9 2.2H公司核心流程界定...............................................................................................10 2.3H公司核心流程现状...............................................................................................13 2.3.1采购流程的现状................................................................................................13 2.3.2设计流程的现状...............................................................................................15 2.3.3生产流程的现状................................................................................................16 第三章H公司核心流程存在的问题分析.........................................................................17 3.1采购流程存在的问题分析.......................................................................................17 3.2设计流程存在的问题分析.......................................................................................18 3.3生产流程存在的问题分析.......................................................................................18 第四章六西格玛在优化H公司核心流程中的应用........................................................20 4.1六西格玛在H公司采购流程中的应用...................................................................20 4.1.1六西格玛DMAIC工具选择（矩阵图、鱼骨图及失效模式分析）................20 V 4.1.2采购流程中的关键变量分析............................................................................30 4.1.3采购流程的优化................................................................................................32 4.2六西格玛在H公司设计流程中的应用...................................................................33 4.2.1六西格玛DMAIC工具选择（趋势图、饼图，APQP）....................................33 4.2.2设计流程中的关键变量分析............................................................................38 4.2.3设计流程的优化................................................................................................43 4.3六西格玛在H公司生产流程中的应用...................................................................46 4.3.1六西格玛DMAIC工具选择（柏拉图）............................................................46 4.3.2生产流程中的关键变量分析............................................................................48 4.3.3生产流程的优化................................................................................................50 第五章H公司核心流程优化结果的应用条件与保障措施及效果预期.........................52 5.1应用条件........................................................................