六西格玛管理提升移动通信行业数据业务水平方法研究
摘要
随着社会结构及企业信息化技术的不断发展,六西格玛管理方法在实际运用中也存在亟待解决的问题。一方面,金融、电信、电子商务等服务业的蓬勃发展,使得质量管理的思想不能只停留在传统的制造业。服务业以客户为中心,提升服务质量成为企业间竞争的有力手段。六西格玛管理面临着如何更好的应用于服务业的问题;另一方面,面对企业积累的大量数据,六西格玛管理面临着如何有效处理大量复杂数据的问题,而数据挖掘是从大量的、模糊的数据中,提取隐含其中的有用的信息和知识的过程。
本文正是在这种背景下,研究了如何利用六西格玛管理帮助电信行业提升业务水平的问题。
首先,研究了六西格玛运用于服务业的可行性、必要性及可能存在的挑战。
其次,系统的研究了数据挖掘技术与六西格玛管理方法的共同特征,阐述了六西格玛管理中使用数据挖掘技术的可行性。
再次,研究了六西格玛管理与数据挖掘技术的过程整合。主要侧重于在六西格玛管理DMAIC模型的测量及分析阶段使用数据挖掘技术。
最后,通过对一个实例的研究,将数据挖掘中的多元回归分析及关联规则挖掘两种方法运用到六西格玛管理中,对整合的理论及方法进行了论证。
Along with the social structure and the enterprise informationization technology's unceasing development, the six sigma management also has problems that awaits to be solved urgently in the actual utilization. On the one hand, service industry such as finance, telecommunication, electronic commerce develops vigorously. It makes the quality control break out the traditional manufacturing industry. Service industry take the customer as the center, the promotion of service grade becomes the powerful method in which the enterprise competes with others. It makes us to face to such an issue as how to use six sigma in the service industry; On the other hand, because of corporation's large amounts of data accumulation, it produces another problem that how Six Sigma management to deal with a multitude of complicated data effectively. Data mining is a process that can find useful information and knowledge from the large, fuzzy data.
Under this background this paper studies how to use Six Sigma management to help the telecom industry to improve its operational levels.
First, it studies the feasibility, necessity and challenges of the application of Six Sigma in service industry.
Second, it studies the common feature between data mining technology and Six Sigma management. It elaborates the feasibility of Six Sigma management on the use of data mining technology.
Third, it studies the integration of Six Sigma management and data mining in processes. It mainly focuses on using data mining technology in measurement and analysis stages of DMAIC model.
Finally, applies the multiple regression analysis and correlation rules to the SixSigma management and verifies the theory and methods of integration in a real case.
本文正是在这种背景下,研究了如何利用六西格玛管理帮助电信行业提升业务水平的问题。
首先,研究了六西格玛运用于服务业的可行性、必要性及可能存在的挑战。
其次,系统的研究了数据挖掘技术与六西格玛管理方法的共同特征,阐述了六西格玛管理中使用数据挖掘技术的可行性。
再次,研究了六西格玛管理与数据挖掘技术的过程整合。主要侧重于在六西格玛管理DMAIC模型的测量及分析阶段使用数据挖掘技术。
最后,通过对一个实例的研究,将数据挖掘中的多元回归分析及关联规则挖掘两种方法运用到六西格玛管理中,对整合的理论及方法进行了论证。
Along with the social structure and the enterprise informationization technology's unceasing development, the six sigma management also has problems that awaits to be solved urgently in the actual utilization. On the one hand, service industry such as finance, telecommunication, electronic commerce develops vigorously. It makes the quality control break out the traditional manufacturing industry. Service industry take the customer as the center, the promotion of service grade becomes the powerful method in which the enterprise competes with others. It makes us to face to such an issue as how to use six sigma in the service industry; On the other hand, because of corporation's large amounts of data accumulation, it produces another problem that how Six Sigma management to deal with a multitude of complicated data effectively. Data mining is a process that can find useful information and knowledge from the large, fuzzy data.
Under this background this paper studies how to use Six Sigma management to help the telecom industry to improve its operational levels.
First, it studies the feasibility, necessity and challenges of the application of Six Sigma in service industry.
Second, it studies the common feature between data mining technology and Six Sigma management. It elaborates the feasibility of Six Sigma management on the use of data mining technology.
Third, it studies the integration of Six Sigma management and data mining in processes. It mainly focuses on using data mining technology in measurement and analysis stages of DMAIC model.
Finally, applies the multiple regression analysis and correlation rules to the SixSigma management and verifies the theory and methods of integration in a real case.
引文
[1]罗国英.企业应如何看待并应用六西格玛管理[J].中国质量,2003(2):24-26
[2]Laura M.M.Ribeiro,J.A.Sarsfield Cabral.The use and misuse of statistical tools[J],journal of materials processing technology,Vol.92-93 1999:288-292
[3]迈克尔.L.乔治.精益6西格玛[M].方海萍,魏青江译.北京:机械工业出版社,2003,07
[4]Forrest W.Breyfogle,David Enck.Six Sigma Goes Corporate[J]
[5]ThomasPyzdek.六西格玛(6σ)手册:绿带、黑带和各级经理指南[M].孙静译.北京:清华大学出版社,2002
[6]唐晓芬.六西格玛核心教程黑带读本.上海质量管理科学研究院,2006.09
[7]Ronald D.Snee,Roger W.Hoerl.Six Sigma Beyond the Factory Floor.熊伟译.北京:机械工业出版社,2007
[8]Jiawei Han,Micheline Kamber.Data Mining:Concepts and Techniques.范明.孟小峰译.机械工业出版社,2007
[9]陈京民等.数据仓库与数据挖掘技术.北京:电子工业出版社,2002.08
[10]张红兵,贾来喜,李潞.SPSS宝典.电子工业出版社,2007
11 宇传华.SPSS与统计分析.电子工业出版社,2007
12 Agrawal R et al.A Mining association rules between sets of items in large data bases.In Proc.ACM SIGMOD Conf on Management of Data,1993,207-216
13 王大玲,鲍玉斌.数据挖掘技术在冶金企业中的应用[J].小型微型计算机系统,2001,Vol.21 Sup
14 齐洪钢,王大玲.数据挖掘技术在连铸生产工艺中的应用[J].NDBC,2001
[1]罗国英.企业应如何看待并应用六西格玛管理[J].中国质量,2003(2):24-26
[2]Laura M.M.Ribeiro,J.A.Sarsfield Cabral.The use and misuse of statistical tools[J],journal of materials processing technology,Vol.92-93 1999:288-292
[3]迈克尔.L.乔治.精益6西格玛[M].方海萍,魏青江译.北京:机械工业出版社,2003,07
[4]Forrest W.Breyfogle,David Enck.Six Sigma Goes Corporate[J]
[5]ThomasPyzdek.六西格玛(6σ)手册:绿带、黑带和各级经理指南[M].孙静译.北京:清华大学出版社,2002
[6]唐晓芬.六西格玛核心教程黑带读本.上海质量管理科学研究院,2006.09
[7]Ronald D.Snee,Roger W.Hoerl.Six Sigma Beyond the Factory Floor.熊伟译.北京:机械工业出版社,2007
[8]Jiawei Han,Micheline Kamber.Data Mining:Concepts and Techniques.范明.孟小峰译.机械工业出版社,2007
[9]陈京民等.数据仓库与数据挖掘技术.北京:电子工业出版社,2002.08
[10]张红兵,贾来喜,李潞.SPSS宝典.电子工业出版社,2007
[11]宇传华.SPSS与统计分析.电子工业出版社,2007
[12]Agrawal R et al.A Mining association rules between sets of items in large data bases.In Proc.ACM SIGMOD Confon Management of Data,1993,207-216
[13]王大玲,鲍玉斌.数据挖掘技术在冶金企业中的应用[J].小型微型计算机系统,2001,Vol.21 Sup
[14]齐洪钢,王大玲.数据挖掘技术在连铸生产工艺中的应用[J].NDBC,2001
[15]Thomas Pyzdek.六西格玛管理手册[M].北京:清华大学出版社,2003
[16]Peters.Pande.The six sigma way:How GE,Motorola and other top companies.McGraw_Hin Education,2000
[17]Daniel T.Larose.[monogragh].Data Mining Methods and Models.Hoboken.NJ:Wiley,c2006
[18]L Yan,D Miller,M Mozerandetal..Improving Prediction of Customer Behavior in Nonstationary Environment..IEEE Trans.On Neural Networks,2000,Vol.11,No.3
[19]Adomavieius G and Tuzhilin A.Using Data Mining Methods to Build CustomerProfiles.Computer,2001,34(2)
[20]ZhaoHui Tang,Jamie Maclennan.Data Mining with SQL Server 2005.Wiely Publishing,2005
[21]J.Pei.Pattern-Growth Methods for Frequent Pattern Mining.PhD thesis,Simon Fraser University,2002
[22]M-S.Chen,J.Han,and P.S.Yu.Data mining:an over view from a database perspective.IEEE Transactions On Knowledge And Data Engineering,1996(8):66-883
[23]Andrew Kusiak.Feature Transformation Methods in Data Mining.IEEE Transactions on Electronics Packaging Manufacturing,2001,Vol.24,No.3
[24]B.Baesens,R.Castelo,M.Eglnont Petersen,J.Vanthienen.Learning Bayesian Network classifiers for credit scoring using Markov Chain Monte Carlo search.Proe.International Congress on Pattern Recognition,2002
[25]GregBrue.Six sigma for mangers.McGraw_HinEducation,2002
[26]Blain Graphenteen,A Study in the Application of Six Sigma Process Improvement Methodology to a Transactional Process[J],2003
[27]DavidHand,HeikkiMannila,padhraiesmyth,principles of Data Mining.机械工业出版社,2003
[28]ThomasPyzdek.Six Sigma and Lean Manufacturing.[J].Quality Digest,2000
[29]GregStock.Using Six Sigma to Achieve a Cultural Transformation[J].Satisfaction Monitor,2003
[30]文放怀,张弛.服务业六西格玛实战.广东经济出版社,2004
[31]何晓群.六西格玛及其导入指南.中国人民大学出版社,2003
[32]何晓群.六西格玛数据分析技术.中国人民大学出版社,2003
[33]王作成.六西格玛技术实施工具.中国人民大学出版社,2003
[34]王作成.六西格玛效果评价与量测.中国人民大学出版社,2003
[35]马林.六西格玛管理.中国人民大学出版社,2004
[36]张喆.数据挖掘及其在客户关系管理中的应用.复旦大学出版社,2007
[37]苏新宁等.数据仓库和数据挖掘(信息分析丛书)[M].清华大学出版社,2006
[38]段云峰等.数据仓库及其在电信领域中的应用.电子工业出版社,2003
[39]陶靖轩.六西格玛管理简明教程.中国计量出版社,2005.08
[40]胡楠.六西格玛在中国企业的实施:质量与流程能力的双重提升.北京大学出版社,2003
[41]时东艳.统计类数据挖掘在六西格玛管理中的应用研究[D].南京,2004
[42]钟庆龙.六西格玛与1509000质量体系的比较分析.暨南大学工商管理硕士论文,2003
[43]唐晓芬.六西格玛核心教程[M].上海:中国标准出版社,2002,09
[44]托马斯.伯特尔斯.六西格玛领导手册.张彦玲、胡楠、毛国良译.电子工 业出版社,2004
[45]贾亚朝.数据挖掘技术在六西格玛管理中的应用研究.西安,2007
[46]厄尔·诺曼,斯蒂文·H,霍廷顿.以客户为中心的六西格玛:联系客户、流程优化与财务结果的纽带.王小芹译.机械工业出版社,2004
[47]粱循.数据挖掘算法与应用.北京大学出版社,2006
[48]Samprit Chatterjee,Alis.Hadi,Bertram Price.例解回归分析.北京:中国统计出版社,2004
[2]Laura M.M.Ribeiro,J.A.Sarsfield Cabral.The use and misuse of statistical tools[J],journal of materials processing technology,Vol.92-93 1999:288-292
[3]迈克尔.L.乔治.精益6西格玛[M].方海萍,魏青江译.北京:机械工业出版社,2003,07
[4]Forrest W.Breyfogle,David Enck.Six Sigma Goes Corporate[J]
[5]ThomasPyzdek.六西格玛(6σ)手册:绿带、黑带和各级经理指南[M].孙静译.北京:清华大学出版社,2002
[6]唐晓芬.六西格玛核心教程黑带读本.上海质量管理科学研究院,2006.09
[7]Ronald D.Snee,Roger W.Hoerl.Six Sigma Beyond the Factory Floor.熊伟译.北京:机械工业出版社,2007
[8]Jiawei Han,Micheline Kamber.Data Mining:Concepts and Techniques.范明.孟小峰译.机械工业出版社,2007
[9]陈京民等.数据仓库与数据挖掘技术.北京:电子工业出版社,2002.08
[10]张红兵,贾来喜,李潞.SPSS宝典.电子工业出版社,2007
11 宇传华.SPSS与统计分析.电子工业出版社,2007
12 Agrawal R et al.A Mining association rules between sets of items in large data bases.In Proc.ACM SIGMOD Conf on Management of Data,1993,207-216
13 王大玲,鲍玉斌.数据挖掘技术在冶金企业中的应用[J].小型微型计算机系统,2001,Vol.21 Sup
14 齐洪钢,王大玲.数据挖掘技术在连铸生产工艺中的应用[J].NDBC,2001
[1]罗国英.企业应如何看待并应用六西格玛管理[J].中国质量,2003(2):24-26
[2]Laura M.M.Ribeiro,J.A.Sarsfield Cabral.The use and misuse of statistical tools[J],journal of materials processing technology,Vol.92-93 1999:288-292
[3]迈克尔.L.乔治.精益6西格玛[M].方海萍,魏青江译.北京:机械工业出版社,2003,07
[4]Forrest W.Breyfogle,David Enck.Six Sigma Goes Corporate[J]
[5]ThomasPyzdek.六西格玛(6σ)手册:绿带、黑带和各级经理指南[M].孙静译.北京:清华大学出版社,2002
[6]唐晓芬.六西格玛核心教程黑带读本.上海质量管理科学研究院,2006.09
[7]Ronald D.Snee,Roger W.Hoerl.Six Sigma Beyond the Factory Floor.熊伟译.北京:机械工业出版社,2007
[8]Jiawei Han,Micheline Kamber.Data Mining:Concepts and Techniques.范明.孟小峰译.机械工业出版社,2007
[9]陈京民等.数据仓库与数据挖掘技术.北京:电子工业出版社,2002.08
[10]张红兵,贾来喜,李潞.SPSS宝典.电子工业出版社,2007
[11]宇传华.SPSS与统计分析.电子工业出版社,2007
[12]Agrawal R et al.A Mining association rules between sets of items in large data bases.In Proc.ACM SIGMOD Confon Management of Data,1993,207-216
[13]王大玲,鲍玉斌.数据挖掘技术在冶金企业中的应用[J].小型微型计算机系统,2001,Vol.21 Sup
[14]齐洪钢,王大玲.数据挖掘技术在连铸生产工艺中的应用[J].NDBC,2001
[15]Thomas Pyzdek.六西格玛管理手册[M].北京:清华大学出版社,2003
[16]Peters.Pande.The six sigma way:How GE,Motorola and other top companies.McGraw_Hin Education,2000
[17]Daniel T.Larose.[monogragh].Data Mining Methods and Models.Hoboken.NJ:Wiley,c2006
[18]L Yan,D Miller,M Mozerandetal..Improving Prediction of Customer Behavior in Nonstationary Environment..IEEE Trans.On Neural Networks,2000,Vol.11,No.3
[19]Adomavieius G and Tuzhilin A.Using Data Mining Methods to Build CustomerProfiles.Computer,2001,34(2)
[20]ZhaoHui Tang,Jamie Maclennan.Data Mining with SQL Server 2005.Wiely Publishing,2005
[21]J.Pei.Pattern-Growth Methods for Frequent Pattern Mining.PhD thesis,Simon Fraser University,2002
[22]M-S.Chen,J.Han,and P.S.Yu.Data mining:an over view from a database perspective.IEEE Transactions On Knowledge And Data Engineering,1996(8):66-883
[23]Andrew Kusiak.Feature Transformation Methods in Data Mining.IEEE Transactions on Electronics Packaging Manufacturing,2001,Vol.24,No.3
[24]B.Baesens,R.Castelo,M.Eglnont Petersen,J.Vanthienen.Learning Bayesian Network classifiers for credit scoring using Markov Chain Monte Carlo search.Proe.International Congress on Pattern Recognition,2002
[25]GregBrue.Six sigma for mangers.McGraw_HinEducation,2002
[26]Blain Graphenteen,A Study in the Application of Six Sigma Process Improvement Methodology to a Transactional Process[J],2003
[27]DavidHand,HeikkiMannila,padhraiesmyth,principles of Data Mining.机械工业出版社,2003
[28]ThomasPyzdek.Six Sigma and Lean Manufacturing.[J].Quality Digest,2000
[29]GregStock.Using Six Sigma to Achieve a Cultural Transformation[J].Satisfaction Monitor,2003
[30]文放怀,张弛.服务业六西格玛实战.广东经济出版社,2004
[31]何晓群.六西格玛及其导入指南.中国人民大学出版社,2003
[32]何晓群.六西格玛数据分析技术.中国人民大学出版社,2003
[33]王作成.六西格玛技术实施工具.中国人民大学出版社,2003
[34]王作成.六西格玛效果评价与量测.中国人民大学出版社,2003
[35]马林.六西格玛管理.中国人民大学出版社,2004
[36]张喆.数据挖掘及其在客户关系管理中的应用.复旦大学出版社,2007
[37]苏新宁等.数据仓库和数据挖掘(信息分析丛书)[M].清华大学出版社,2006
[38]段云峰等.数据仓库及其在电信领域中的应用.电子工业出版社,2003
[39]陶靖轩.六西格玛管理简明教程.中国计量出版社,2005.08
[40]胡楠.六西格玛在中国企业的实施:质量与流程能力的双重提升.北京大学出版社,2003
[41]时东艳.统计类数据挖掘在六西格玛管理中的应用研究[D].南京,2004
[42]钟庆龙.六西格玛与1509000质量体系的比较分析.暨南大学工商管理硕士论文,2003
[43]唐晓芬.六西格玛核心教程[M].上海:中国标准出版社,2002,09
[44]托马斯.伯特尔斯.六西格玛领导手册.张彦玲、胡楠、毛国良译.电子工 业出版社,2004
[45]贾亚朝.数据挖掘技术在六西格玛管理中的应用研究.西安,2007
[46]厄尔·诺曼,斯蒂文·H,霍廷顿.以客户为中心的六西格玛:联系客户、流程优化与财务结果的纽带.王小芹译.机械工业出版社,2004
[47]粱循.数据挖掘算法与应用.北京大学出版社,2006
[48]Samprit Chatterjee,Alis.Hadi,Bertram Price.例解回归分析.北京:中国统计出版社,2004