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Rate the (Candidate ). responsiveness to problems identified by my organization.
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Rate the overall satisfaction my organization has with ( Candidate)
and cost management
including regional training support
- Drive Supplier Development strategies through efficient and effective cross-
- Meet all PFT and IDP requirements
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7 Re7 validate
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ACE评估级别
摘自ACE标准11.4
ACE 金牌
投资者满意
• 世界一流的客户满意度与业务绩效
ACE 银牌
业务绩效的逐步改善
ACE 铜牌
改善绩效
• 达成银牌所要求的业务目标 • 为获取金牌设定了业务目标
ACE 合格化
基本要求
• 针对关键客户交付项目获得可量化的改善 • 业务结果向好的方向发展 • 设定了为获得银牌的重大业务绩效改善目标
• 量化客户需求 • 界定绩效与目标的差距 • 明确通过消除浪费降低成本的目标
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金牌标准
GOLD
金牌代表行业最佳
条目
客户价值与满意度
• 客户满意度 业务（财务）表现 • 财务目标 流程、产品与服务 • 客户定义质量 • 客户定义交付 • 生产率/效率 领导力、文化与环境
• 文化一致性 • 员工能力 • EH&S
2
ACE –是UTC的运营体系
文化
工具
竞争力
方法
实现对客户、员工和股东价值流的最大化。 3
ACE - 是一种文化
培养良好的心态、好的思路和员工激励机制 质量与流并重的流程改善 把问题当作学习机会 选择简单、可视化的途径来实现流程改进 通过反馈发现问题、指导解决问题并验证改善 设立挑战性的目标
客户定义质量
分析与执行 （DIVE）
第5步 – 确定支持交付和具有优先性的流程
客户定义质量 7
如何开始 – 实践ACE的8个步骤
1. 定义客户
SIPOC
2. 确立愿景、战略和目标
蓝图
3. 满足客户需求 4. 指标跟踪
完整的SIPOC 目标控制图
5. 定义流程 6. 标准化、分析与执行 7. 做的如何—回顾指标、远景、战略 8. 获得成果
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Customer Satisfaction Survey
Customer: ______________________
Organization: __________________
Date: _____________
Rate the Quality of product(s) and/or services supplied to my organization by .(Candidate)
events
- All: 100% compliance to UTC Code of Ethics; take all appropriate
training
One Team, One Company, One Voice
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Standard Work
Operations
Business Process
functional/divisional councils to achieve UTC Operations’ goals
- Support Employee Engagement and Empowerment initiatives
- Enhance risk management processes by focusing on key critical suppliers and - Recruit, develop, and retain world-class talent
required
- Support strategies to accelerate ACE through Supplier Development
Lean & Design for Manufacturability
value streams
- Perform industry and internal benchmarking on identified key areas of
4
ACE – 是一套工具
改进流程/消除浪费
• 5S（可视化工作场所） • 价值流管理(VSPM) • 过程认证/流程自动化 PROCERT • 标准作业(SW) • 生产准备流程(3P) • 全面生产维护(TPM) • 缩短准备时间(SR)
解决问题(DIVE流程)
• 市场反馈分析(M FA) • 质量诊所过程图 (QCPC) • 严格根源分析 (RRCA) • 错误预防(MP)
Customer satisfaction of > 6.0 Drive Business Results
LEADERSHIP, CULTURE, ENVIRONMENT
>90% satisfied employees Relentless pursuit of 100% employee 100% compliance to PFT process
7
Rate the Delivery of product(s) and/or services supplied to my organization by (Candidate).
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Rate the working relationship my
organization has with (Candidate )
- Actively participate in industry and professional organizations to keep
improvement
current on best practices and industry trends
- Share best practices through on-line forums
best practices through scorecards, assessments, training and research projects
- Meet $300M MBE supply base goal by enhancing supplier diversity strategies, Other
- Provide proactive e-solutions to UTC divisions to drive operational
- Support lean tools and techniques at suppliers and UTC through training and
excellence through training, communication, and reporting solutions
benchmarking and enhanced reporting and information sharing
- Leverage councils to support 10% improvement in supplier PPM and
- Implement Supplier Code of Conduct
- Support acceleration of lean sourcing to emerging markets by driving the ACE - Implement standard work for all key processes and utilize QCPC as
skills and tools into the supply base
SIPOC、标准作业
标准作业、 ACE 工具 包、 RRCA
目标控制图、 QCPC、 RRCA
防错、 MFA
ACE is Our Operating System
Unmatched EH&S Performance – Safety 1st
UTC SUPPLIER DEVELOPMENT 2007
CUSTOMER VALUE & SATISFACTION
标准
平均分大于等于6分（7分制）
100%实现目标
0漏检 （零客户抱怨） 100%满足交付要求 100%价值流（关键质量特性）认证
第1步 – 定义客户
第2步 – 确定战略目标
确立远景、策略 和目标
第8步 –市场反馈分析
第3 步 – 理解客户需求及他们的衡量标准
第7步 –分析误工、 回顾业绩指标、愿 景、及战略目标
监测进程
Cu客sto户mer
第4 步 – 建立指标跟踪 -对照目标与实际业绩
定义指标
第6步 – 实施流程标准化、标准化作业
supplier delivery performance >90% through the use of the ACE
- Implement 5 minimum expectations process for Supplier EH&S critical suppliers Operating System