¡¨Six Sigma¡¨ is one of the most popular quality initiatives in recent years. ¡¨Six Sigma¡¨ is based on the reducing variation to improve production process, enhance quality, reduce costs. Besides, the integration of them is viewed as a new trend in the next management wave. Six-Sigma was initially implemented by Motorola in 1987 but the whole world did not pay too much attention until GE re-started the Six-Sigma in 1995. Many enterprises in Taiwan also have been processing it since 1999. In view of the fundamental objective of the Six Sigma methodology which uplifted the competitiveness for Taiwan¡¦s industry, this thesis takes company A as an example to research this case was based on the application of the Six Sigma that has been adopted. The Six Sigma led to reduce costs of the material of process. This paper applies the Six Sigma DMAIC methodology (Define, Measure, Analyze, Improve, Control) and solve the problem during the implementation. The purpose of this study was using the Six Sigma with Design of Experiment to find out the key factor to identify the optimal operating conditions of key factors for further verification of the best process capability. The results indicate that the Six Sigma DMAIC methology has greatly reduced costs of the material of process to improve the lean management system of company.

Γίνεται μια προσπάθεια προσέγγισης των επιχειρήσεων οι οποίες είναι πιστοποιημένες κατά ISO:9001, μέσω ενός πιλοτικού ερωτηματολογίου, προκειμένου να διερευνηθεί το κατά πόσο είναι σε θέση να υιοθετήσουν την φιλοσοφία και τις τεχνικές του 6 σίγμα. Η εργασία αποτελείται από δύο σκέλη. Το πρώτο είναι η θεωρητική προσέγγιση της φιλοσοφίας 6 σίγμα και ανάλυση της, και το δεύτερο σκέλος είναι τα αποτελέσματα και τα συμπεράσματα της έρευνας. / There is an attempt of approaching bussinesses qualified by the standard ISO:9001, through a pilot questionnaire. This attempt is focusing in the ability of bussinesses in adopting the filosophy of 6 sigma and its techniques. The essay is being contained of two parts, the first one is the theoretical approach of the filosophy of 6 sigma and the second one contains the results of the investigation and the conclusions.

Magistro baigiamajame darbe procesų tobulinimas analizuotas kaip kokybės vadybos dalis. Išanalizuoti pasirinktos įmonės problematiškiausi procesai, nustatytos šių problemų priežastys ir pateikti siūlymai procesų tobulinimui. Pirmojoje darbo dalyje atlikta mokslinės literatūros analizė, pristatyta kokybės vadybos raida. Antrojoje dalyje aptartas procesų tobulinimas kaip kokybės vadybos dalis, procesų reikšmė sėkmingai organizacijos veiklai. Atlikus literatūros analizę, pateiktos 6 sigma ir Lean šeši sigma metodikos, naudojamos procesų tobulinimui. Trečiojoje – analizuojami pasirinktos įmonės problematiškiausi procesai, remiantis 6 sigma DMAIC metodu ir Lean šeši sigma principais, analizuojami duomenys, gauti interviu su įmonės darbuotojais metu, atlikus įmonės reikiamų dokumentų analizę ir stebint procesus. Išanalizuoti du (slaptų pirkėjų atrankos ir projektų koordinavimo) procesai, pateiktos tobulinimo galimybės. / Process improvement was analyzed as a part of quality management. Two problematic processes of the selected company were analyzed, the causes of these problems were found and solutions to process improvement were given. The first chapter of master’s work was dedicated to analyze the literature and to introduce the development of Quality Management. In the second chapter, process improvement was discussed as a part of Quality Management, also processes importance to organization’s successful work. After the literature analysis, process improvement methods were introduced - 6 sigma and Lean 6 sigma. The third chapter includes the analysis of chosen company’s problematic processes, using 6 sigma and Lean 6 sigma methods. Data collected during the interviews with the employees of the company and from necessary company documents, were analyzed as well. Two processes (mystery shoppers’ selection and project coordination) were analyzed and solutions to processes improvement were given.

After signing ECFA (Economic Cooperation Framework Agreement), all of the fundamental industries of Taiwan are going to face the serious impact. As a result, Refractory Industry can¡¦t skip out the pool. Although refractory industry still undercover by government policy, Chinese products are going to sweep across Taiwan market with price advantage after Taiwan and China government signed the significant economic agreement. Some companies consider reducing cost and improve quality via automatic manufacturing procedures. However, the further question is that can automation really improve the producing efficiency and reduce manpower demand? That will be the main discussion subject of this research. The research concentrates on the planning, construction and actual benefit contrasting of press machine in six months and take 6 Sigma and TPS (Toyota Production System) as the research method. We estimate that reasonable investment can create producing efficiency. We are going to compare the benefits of same press machine with and without automatic manufacturing procedure and also different types of press machine to produce same product in same condition at the same period. This research demonstrated that partial equipment automation or single old equipment automation doesn¡¦t really increase the production efficiency. The result of decreasing the cost of production, such as the cost of manpower, is not notable. In order to achieve the objective goal, we still need to inspect the whole manufacturing procedure, equipment assembling in detail, and arrange the perfect combination of people and machines, then the most synergy could be happened. As for the manufacture management concept and practice, we should abandon fixed frame, thought, and keep manufacture procedure improving. All in all, the improvement of concept and practice, the effect could be far over the benefit of auto equipment, the cost could be much lower than the investments of the equipments. Replacing the manpower by mechanical arms, it indeed reaches the goal of few staff trend and lowers the accident ratio. Few staff environment will cause the operator¡¦s working stability, improve the phenomenon of losing labor.

Σκοπός αυτής της εργασίας είναι να παρουσιάσει την έννοια της πολιτικής ποιότητας «6 Σίγμα» και να αναπτύξει ένα εργαλείο μέτρησης, ένα ερωτηματολόγιο για αυτή. Να εντοπίσει τα κενά που υπάρχουν στην ήδη υπάρχουσα βιβλιογραφία σχετικά με αυτή την έννοια καθώς και να παραθέσει κάποιες προτάσεις για μελλοντικές έρευνες. Τέλος σκοπός της είναι να παρουσιάσει το προφίλ των ελληνικών μεταποιητικών – βιομηχανικών επιχειρήσεων στις οποίες πρόκειται να στοχεύσει το παρόν ερωτηματολόγιο. Μεθοδολογία/προσέγγιση: στην παρούσα εργασία αναπτύσσεται η θεωρία σχετικά με την εφαρμογή της πολιτικής ποιότητας «6 Σίγμα» στις μεταποιητικές επιχειρήσεις. Η συλλογή των στοιχείων έγινε με βάση τη βιβλιογραφική ανασκόπηση και οι λέξεις κλειδιά που χρησιμοποιήθηκαν ήταν: six sigma, critical success factors of six sigma, barriers of six sigma, benefits of six sigma, problem areas of six sigma, lean six sigma, reasons for implementing and not implementing, tools and techniques used by companies, factors for measuring six sigma management activities, και methodology DMAIC. Στα πλαίσια αυτής της εργασίας δημιουργήθηκε ένα δομημένο ερευνητικό ερωτηματολόγιο το οποίο έχει να κάνει με την πολιτική ποιότητας «6 Σίγμα» στις ελληνικές μεταποιητικές – βιομηχανικές επιχειρήσεις. Συμπεράσματα: μετά τη μελέτη αρκετών παρόμοιων ερευνών που έγιναν πάνω στην πολιτική ποιότητας «6 Σίγμα», καταλήγουμε στο συμπέρασμα ότι το παρόν ερωτηματολόγιο θα απευθυνθεί σε επιχειρήσεις που έχουν κάποια εμπειρία στην πολιτική ποιότητας «6 Σίγμα», ή έχουν εφαρμόσει κάποια άλλη στρατηγική ποιότητας (ISO 9000). Επίσης το μέγεθος των επιχειρήσεων στο οποίο θα στοχεύσει θα είναι ΜΜΕ, αφού αποτελούν την πλειοψηφία των ελληνικών επιχειρήσεων. Περιορισμοί: όπως κάθε έρευνα που πραγματοποιείται περιλαμβάνει κάποιους περιορισμούς έτσι και η παρούσα εργασία έχει τους δικούς της. Ο βασικότερος περιορισμός της είναι ότι βασίστηκε μόνο σε βιβλιογραφική ανασκόπηση και δεν απέδειξε τα στοιχεία που παρουσιάζονται μέσα από κάποια έρευνα έστω και πιλοτική. Επιπλέον το παρόν ερωτηματολόγιο αφορά μόνο τις μεταποιητικές – βιομηχανικές επιχειρήσεις. Παρόλα αυτά αυτή η μελέτη απλά αντιπροσωπεύει μια προκαταρκτική μελέτη που αργότερα μπορεί να επεκταθεί. Πρακτικές επιπτώσεις: αυτή η εργασία θα δώσει τη δυνατότητα στους επαγγελματίες «6 Σίγμα» να ελέγξουν κατά πόσο οι ελληνικές μεταποιητικές – βιομηχανικές επιχειρήσεις είναι εξοικειωμένες με την έννοια της πολιτικής ποιότητας «6 Σίγμα» και κατά πόσο την εφαρμόζουν. Αυτό θα μπορέσει να γίνει στο άμεσο μέλλον, αφού το παρόν ερωτηματολόγιο θα χρησιμοποιηθεί σε πιλοτική έρευνα. Πρωτοτυπία – αξία: αυτή η εργασία παρουσιάζει τα κενά που υπάρχουν στην ήδη υπάρχουσα βιβλιογραφία σχετικά με την πολιτική ποιότητας «6 Σίγμα», τα οποία οδηγούν σε πολλές ερευνητικές προτάσεις για το μέλλον. Επίσης αποτελεί την πρώτη απόπειρα προσέγγισης των ελληνικών μεταποιητικών επιχειρήσεων που εφαρμόζουν αυτή την πολιτική ποιότητας. Λέξεις κλειδιά: six sigma, critical success factors of six sigma, barriers of six sigma, benefits of six sigma, problem areas of six sigma, lean six sigma, reasons for implementing and not implementing, tools and techniques used by companies, factors for measuring six sigma management activities, methodology DMAIC, six sigma belt system και manufacturing industry. / The purpose of this project is to present the concept of “six sigma” and develop a measurement tool, a questionnaire, on this. To locate the gaps that may exist in the relevant by now-bibliography and also to give some future research suggestions. Finally its aim is to present the Greek manufacturing industries profile, which the present questionnaire concerns. Methodology/approach: The present project develops the theory which is relevant to the application of “six sigma” in the manufacturing industries. The collection of the data was based on literature reviews and the key words that were used were: six sigma, critical success factors of six sigma, barriers of six sigma, benefits of six sigma, problem areas of six sigma, lean six sigma, reasons for implementing and not implementing, tools and techniques used by companies, factors for measuring six sigma management activities and methodology DMAIC. In the context of this project there was created a structured research questionnaire, relevant to “six sigma” in Greek manufacturing industries. Conclusions: after studying enough similar surveys on “six sigma”, we come to the conclusion that the present questionnaire is addressed to industries that have a certain experience in “six sigma”, or have applied some other quality strategies (ISO 9000). Furthermore the size of the industries at which it aims will be SME, since they are the majority of Greek industries. Research limitations: the present project includes some specific limitations, like every other study that has been realized. The most basic limitation is that it was only based on literature reviews and it didn’t prove the elements that were presented through a study, even a pilot one. Moreover the present questionnaire concerns only the manufacturing industries. Nevertheless this study simply represents a preliminary study that later can be extended. Practical implications: this study will give the capability to the “six sigma” professionals to check how much the manufacturing industries are familiarized to the concept of “six sigma” and how much they apply it. This might happen in the direct future, since the present questionnaire is used in pilot study. Originality/value: this study presents the gaps that exist in the already existing literature relevant to six sigma, which leads to a lot of future research suggestions. Also it is the first attempt to approach Greek manufacturing industries that apply this quality politic. Key words: six sigma, critical success factors of six sigma, barriers of six sigma, benefits of six sigma, problem areas of six sigma, lean six sigma, reasons for implementing and not implementing, tools and techniques used by companies, factors for measuring six sigma management activities, methodology DMAIC, six sigma belt system and manufacturing industry.

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Este trabalho teve por principal objetivo o desenvolvimento e implantação de melhorias de um processo industrial para fabricação de preservativos, utilizando automação industrial por meio da metodologia Seis Sigma. A motivação foi o crescente número de funcionários afastados ou readaptados devido a Lesão por Esforço Repetitivo (LER), pois além dos danos pessoais permanentes, existem ainda os gastos com substituição de trabalhadores, treinamentos, horas extras, recuperação de empregados e salários pagos a trabalhadores afastados. A metodologia foi aplicada a duas partes do processo: no teste elétrico dos preservativos para verificação de existência de não conformidades no produto, e, no processo manual de desenrolamento, para quando um determinado lote não aprovado em testes de laboratório é rejeitado e submetido novamente ao teste elétrico. Por meio da ferramenta DMAIC, reconhecida em todo o mundo como o meio de se estruturar os projetos de melhoria na busca do padrão Seis Sigma, são definidos objetivos de melhoria, medição do sistema existente, análise do sistema medido, melhoria do sistema e controle do novo sistema. A solução emprega automação com apoio de dispositivos eletropneumáticos que se mostram eficientes do ponto de vista operacional, de custo e energético. A automatização do processo eliminou por completo o surgimento de novos casos de Lesão por Esforço Repetitivo e, ainda, proporcionou aumento de produtividade, diminuiu a área de estocagem e reduziu a quantidade de horas extras. / The main objective of this work was the development and implantation of improvements in industrial process to manufacture preservatives using the Six-Sigma methodology. The motivation was the increasing number of employees that were withdrawn and reallocated due to Repetitive Strain Injury (RSI), because, further permanent damages caused to the employees, there are existing costs associated with the substitution of workers, training, overtime, employee recovery, and salaries paid to withdrawn workers. The methodology was applied to two parts of the process: the electric test of the preservatives for verification of non-compliances in the product, and, in the manual unbind process, when a certain package unapproved in lab tests, is rejected and required to have another electrical test. Using the DMAIC methodology, recognized in the whole world as the way of structure the projects of improvement according to Six-Sigma, are defined the improvements objectives, measuring of the existing system, analysis of the measured system, improvement of the system and control of the new system. The solution uses automation with support of electro pneumatics devices that are operational, cost and energetic efficiency. The automation of this process completely eliminated the appearance of new Repetitive Strain Injury cases, and, still provided increased productivity, reduced storage area and reduced overtime.

Submitted by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-09-21T13:18:33Z No. of bitstreams: 2 Dissertação - Gilmara S. Forte.pdf: 4193962 bytes, checksum: b3e3892e84e4cce73be4a728d86abc99 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-09-21T13:18:45Z (GMT) No. of bitstreams: 2 Dissertação - Gilmara S. Forte.pdf: 4193962 bytes, checksum: b3e3892e84e4cce73be4a728d86abc99 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2017-09-21T13:18:45Z (GMT). No. of bitstreams: 2 Dissertação - Gilmara S. Forte.pdf: 4193962 bytes, checksum: b3e3892e84e4cce73be4a728d86abc99 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2017-04-07 / This scientific research if based in the case study, applied in assembly line of air conditioners type window, a company in Manaus industrial pole (PIM), with targets of reducing operational costs, based on their internal indicators of year 2016: zero base budget (OBZ), where identified a potential source to reduce operational costs in your assembly line the welding of parts, the welders were the bigger salaries because they are more qualified. The general objective of this dissertation was the understanding of how the interaction between Lean Manufacturing and Six Sigma could contribute to the company reduce your assembly costs and increase your productivity. Their methodology was an experimental case study, applied nature, quantitative and qualitative approach, with descriptive purposes and experimental procedures, general features to verify the relationship between the variables, in which the experiment was a planning type with Six Sigma tools. The results achieved, for this research, was ratified how the interaction of Lean Manufacturing and Six Sigma can help to become an assembly line more productive with stable results in terms of cost and quality. Intending this research to be the basis for applying these methods in small companies as the future research work of other researchers. / Esta pesquisa cientifica se estruturou em estudo de caso, aplicado em uma linha de produtos de eletrodomésticos de condicionadores de ar tipo janela, de uma empresa do polo industrial de Manaus (PIM), na busca por redução dos seus custos operacionais, baseados em seus indicadores internos do ano de 2016: orçamento base zero (OBZ), que identificou uma fonte potencial para redução de custos operacionais em sua linha de montagem, a parte de soldagem de peças, apontado como sendo os maiores salários dos soldadores por serem profissionais mais qualificados. O objetivo geral desta dissertação foi o entendimento de como a interação entre o Lean Manufacturing e Seis Sigma poderiam contribuir para a empresa reduzir seus custos operacionais e aumentar sua produtividade. Sua metodologia foi um estudo de caso experimental, de natureza aplicada, abordagem quantitativa e qualitativa, com fins descritivos e procedimentos experimentais, de características gerais para verificar a relação entre as variáveis, em que o tipo de instrumento foi um planejamento com ferramentas Seis Sigma. Os resultados alcançados, por esta pesquisa, foi ratificar como a interação do Lean Manufacturing e Seis Sigma podem contribuir para tornar uma linha de montagem mais produtiva com resultados estáveis em termos de custos e qualidade. Deixando esta pesquisa como base para aplicação destes métodos para empresas de menores porte à trabalhos futuros de outros pesquisadores.

[pt] O Lean Six Sigma (LSS) vem impulsionando diversas organizações ao redor do mundo, aprimorando seus negócios através da melhoria de qualidade e de desempenho. Diversos estudos apontam os resultados esperados pela abordagem LSS depende do sucesso do processo de implementação. Embora existam alguns frameworks que guiem as organizações no processo de implementação, poucos estudos consideram as especificidades dos sistemas produtivos Engineer-to-Order (ETO). Esta dissertação de mestrado se propõe a preencher essa lacuna desenvolvendo um framework de implementação desenvolvido em Pesquisa-Ação. Para isso, foi utilizado um modelo de maturidade híbrido cujos principais parâmetros são os Fatores Críticos de Sucesso (FCS). O modelo e os parâmetros foram levantados e explorados na literatura por meio de Revisões de Escopo. Para refletir e avaliar o contexto ETO, esses parâmetros foram validados, estruturados e ponderados por grupos focais de especialistas, através dos métodos Item-Objective Congruence (IOC), Analytic Hierarchy Process (AHP) e a estatística Kappa de Fleiss. Em seguida, uma Pesquisa-Ação foi realizada junto a uma empresa do setor midiático, perseguindo ciclo checkaction-plan-do (CAPDo). Como resultado, a organização direcionou seus esforços de melhoria contínua, resultando no rápido aumento do nível de maturidade. Essa pesquisa exploratória deu origem um framework apresentado como um guia de implementação LSS para organizações ETO. Algumas oportunidades de melhoria e limitações, como a subjetividade da ferramenta de avaliação e a necessidade de novas aplicações práticas, que requerem tempo, são indagadas como sugestões de melhoria para pesquisas futuras. / [en] Lean Six Sigma (LSS) has been driving many organizations around the world, enhancing their business through quality and performance improvement. Several studies point out the results expected from the LSS approach depend on successful implementations. Although there are some frameworks that guide organizations through the implementation process, few studies consider the specifics of Engineer-to-Order (ETO) production systems. This master dissertation proposes to fill this gap by developing an implementation framework developed in Action Research. For this, a hybrid maturity model was used, whose main parameters are the Critical Success Factors (CSF). The model and parameters were identified and explored in the literature through Scoping Reviews. To reflect and evaluate the ETO context, these parameters were validated, structured and weighted by focus groups with experts using Item-Objective Congruence (IOC), Analytic Hierarchy Process (AHP) methods and Fleiss Kappa statistic. Next, a Research-Action was conducted within a media sector company, pursuing the check-action-plan-do (CAPDo) cycle. As a result, the organization directed its continuous improvement efforts, resulting in a rapid increase in maturity level. This exploratory research gave rise to a framework presented as an LSS implementation guide for ETO organizations. Some opportunities for improvement and limitations, such as the subjectivity of the assessment tool and the need for further practical applications, which require time, are inquired as improvement suggestions for future research.

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