1、BSI Standards PublicationBS ISO 17258:2015Statistical methods SixSigma Basic criteriaunderlying benchmarking forSix Sigma in organisationsBS ISO 17258:2015 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of ISO 17258:2015.The UK participation in its preparation was en
2、trusted to TechnicalCommittee MS/6, Methodologies for business process improvementusing statistical methods.A list of organizations represented on this committee can beobtained on request to its secretary.This publication does not purport to include all the necessaryprovisions of a contract. Users a
3、re responsible for its correctapplication. The British Standards Institution 2015. Published by BSI StandardsLimited 2015ISBN 978 0 580 75798 3ICS 03.120.30Compliance with a British Standard cannot confer immunity fromlegal obligations.This British Standard was published under the authority of theSt
4、andards Policy and Strategy Committee on 31 January 2015.Amendments issued since publicationDate Text affectedBS ISO 17258:2015 ISO 2015Statistical methods Six Sigma Basic criteria underlying benchmarking for Six Sigma in organisationsMthodes statistiques Six Sigma Critres fondamentaux dune valuatio
5、n comparative Six Sigma pour les organisationsINTERNATIONAL STANDARDISO17258First edition2015-01-15Reference numberISO 17258:2015(E)BS ISO 17258:2015ISO 17258:2015(E)ii ISO 2015 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO 2015All rights reserved. Unless otherwise specified, no part of this p
6、ublication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISOs member body in the c
7、ountry of the requester.ISO copyright officeCase postale 56 CH-1211 Geneva 20Tel. + 41 22 749 01 11Fax + 41 22 749 09 47E-mail copyrightiso.orgWeb www.iso.orgPublished in SwitzerlandBS ISO 17258:2015ISO 17258:2015(E)Contents PageForeword vIntroduction vi1 Scope . 12 Normative references 13 Terms and
8、 definitions . 14 Symbols and abbreviations . 15 General considerations on benchmarking 25.1 Objectives and framework 25.1.1 Objective 25.1.2 Framework 26 Benchmark . 26.1 Overview and requirements for the criteria . 36.1.1 Types and description of criteria . 36.1.2 Requirements for criteria . 36.2
9、Overview and requirements for the measures 36.2.1 Scope of measures 36.2.2 Generic measures 46.2.3 Industry specific measures . 86.2.4 Summary of measures . 97 Benchmarking 107.1 Objective establishment step . 107.2 Measurement step . 107.2.1 Data collection 107.2.2 Data arrangement 117.2.3 Data qua
10、lity validation .117.3 Controlling the quality of the measurement results 117.3.1 Precision. 117.3.2 Consistency 117.3.3 Up-to-date .117.4 Comparison step . 117.5 Internal benchmarking . 117.5.1 Historical benchmarking . 127.5.2 Functional benchmarking . 127.5.3 I/O benchmarking .127.6 External benc
11、hmarking 127.7 Supply chain benchmarking . 127.7.1 Benchmarking in an organization 127.7.2 Benchmarking in a supply chain . 137.8 Six Sigma project selection 138 Interface with other types of benchmarking .13Annex A (informative) Three dimensions of benchmarking 15Annex B (normative) Table of criter
12、ia (generic).16Annex C (informative) Table of criteria with examples of results .18Annex D (normative) Table of criteria for the food processing industry 20Annex E (normative) Table of criteria for the automotive industry .22Annex F (normative) Table of criteria for the retail banking industry 24Ann
13、ex G (normative) Table of criteria for clothing and leather industry .27 ISO 2015 All rights reserved iiiBS ISO 17258:2015ISO 17258:2015(E)Annex H (normative) Table of criteria for the telecoms industry .29Annex I (normative) Table of criteria for the hotel business .31Annex J (normative) Table of c
14、riteria for the retail business 33Annex K (informative) Example from the poultry industry 35Bibliography .37iv ISO 2015 All rights reservedBS ISO 17258:2015ISO 17258:2015(E)ForewordISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO me
15、mber bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governme
16、ntal and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.The procedures used to develop this document and those intended for its further maintenance
17、 are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).Attention i
18、s drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any patent rights identified during the development of the document will be in the Introduction and/o
19、r on the ISO list of patent declarations received (see www.iso.org/patents).Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement.For an explanation on the meaning of ISO specific terms and expressions related to conformity asse
20、ssment, as well as information about ISOs adherence to the WTO principles in the Technical Barriers to Trade (TBT), see the following URL: Foreword Supplementary information .The committee responsible for this document is ISO/TC 69, Statistical methods, Subcommittee SC 7, Six Sigma. ISO 2015 All rig
21、hts reserved vBS ISO 17258:2015ISO 17258:2015(E)IntroductionBenchmarking is frequently used in various domains in connection with business activities. The Six Sigma methodology requires an evaluation step using a benchmarking process. In other words, a method for the comparison of levels of quality,
22、 performance, and productivity with the state-of-the-art is required. This International Standard establishes what to compare and develops a methodology to conduct a correct comparison between an organizations levels of quality, performance, and productivity. The numbers given by the benchmarking ca
23、n be integrated into any improvement programme to quantify any progress. They can also be used by other assessment processes in the organization such as regulation compliancy or financial performance evaluation.Benchmarking is the whole process of collecting and processing data and information and c
24、omparing the results. The benchmark is the reference point for comparison.The main point of this benchmarking methodology, based on transparency and the universal principle of evaluation, is to give confidence to its calculating procedures and the results, so that comparisons between organizations a
25、re accepted by all parties.Benchmark and Six Sigmas principlesThe Sigma measure is a number ranging from, typically, near zero to 10 or more. The value six has traditionally been considered “world class” (that can be approximated by 3,4 defects per million opportunities see ISO 13053-1 5.3) for mech
26、anical and electronic industries. The criticality of defects within each industry typically defines the Sigma level required in order to be a “world class” benchmark quality level for that application. So, according to the different sectors and markets, the level of “world class” can be different.Th
27、e Sigma level is an estimate of the proportion of defects (typically expressed in defects per million). A “world class” Sigma level is the Sigma level that is considered essential to consistently deliver excellence of product and service.This benchmarking method is applicable to all types of sectors
28、, to all type of processes, to organizations of all sizes, and to all methodologies for improvement, in association with DMAIC, or issues relating to Design for Six Sigma (DFSS).Criteria and defectsThe Sigma level is based on the ratio of estimated (or observed or predicted) number of defects to the
29、 number of opportunities according to the specifications and the variability of the process (for example, one “defect” in a million deliveries).A defect is something that a customer or a user cannot accept or it might have a negative impact on performance.Two types of customer are identified: the en
30、d user or consumer (Business to Consumer) and the professional (Business to Business).The consumer has some needs but these needs are often implicit. Product requirements that address these needs are not numerous and they can be summarized by the following:a) to be safe in its intended usage (securi
31、ty, safety);b) to do what it is supposed to do (functional, conformity);c) to be available in the expected shape and not to break in its intended usage (availability, ease of use, reliability);d) to not do any harm to persons (ethical) or environment (pollution control).vi ISO 2015 All rights reserv
32、edBS ISO 17258:2015ISO 17258:2015(E)These four criteria cover most of the consumers needs for all sectors and on all continents.A customer will have other criteria but all of these are likely to be summarized by the four generic criteria described above.Supply chainA supply chain is the whole suppli
33、er/transformer link from the raw material to the final product or the service for the consumer. Each sector has its supply chain organization.Examples: Petrol sector from the offshore extracting (extractor) unit to the gasoline retailer for consumers. Food sector from the fields and orchards (raw ma
34、terial) to the consumer. Automotive sector from the steel and glass supplier to the car manufacturer. Cosmetic sector from the molecule to the perfume or beauty cream.The level of quality and performance delivered to the consumer is the “total” of all quality and performance levels of the different
35、transformers along the supply chain.This benchmarking methodology aims to give a comparison of levels between upstream and downstream transformers (chain efficiency benchmarking) or between transformers at the same step (competitive benchmarking).Supplier AProducer BProducer CMain ProducerExtractorC
36、onsumerRetailerProduct or service transformationCompetitive benchmarkingChain efg976iciency benchmarkingFigure 1 Supply Chain Cycle ISO 2015 All rights reserved viiBS ISO 17258:2015BS ISO 17258:2015Statistical methods Six Sigma Basic criteria underlying benchmarking for Six Sigma in organisations1 S
37、copeThis International Standard describes a methodology for establishing the level of quality, performance, and productivity of processes, products, and services according to Six Sigma principles. It is applicable to all sectors (industries, services, administration, etc.) and to all types of organi
38、zations, whether it is already involved in an improvement programme such as Six Sigma, Lean, or not. In particular, it can be used to initiate a Six Sigma programme by providing a selection of improvement projects.NOTE The focus of this methodology is on criteria, measures, measurement process, and
39、comparison process. The results can then be used to identify good practices of benchmarking.2 Normative referencesThe following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the edition cited applies.
40、 For undated references, the latest edition of the referenced document (including any amendments) applies.ISO 13053-1, Quantitative methods in process improvement Six Sigma Part 1: DMAIC methodology3 Terms and definitions3.1benchmarkreference point against which comparisons can be made3.2benchmarkin
41、gactivity of comparing objects or practices of interest to each other or against a benchmark to evaluate criteria (or characteristic)3.3benchmarking methodlogical sequence of general steps to describe the process of quantitatively comparing one or more attributes against a reference attribute with r
42、espect to a specified scale4 Symbols and abbreviationsA measure of total “space”Alostmeasure of total lost “space”C number (count)Cairnumber of breaches of threshold of air pollution in a specified timeCinputinput defects levelCoutputoutput defects levelCprocessprocess or activity defects levelINTER
43、NATIONAL STANDARD ISO 17258:2015(E) ISO 2015 All rights reserved 1BS ISO 17258:2015ISO 17258:2015(E)Cwaternumber of breaches of threshold of water pollution in a specified timeE category of user experiencedF category of user first timek organization indexN total numberNEnumber of experienced usersNF
44、number of first time userst duration of time of studyt1duration of time during which a product is returnedtlostmeasure of lost timetstartmeasure of time required for starting or understanding a productX measure (continuous scale)5 General considerations on benchmarkingBenchmarking is the method for
45、collecting and analysing the data, and from these results, for comparing the quality, performance, and productivity level between two or more organizations.5.1 Objectives and frameworkThe following paragraphs describe what an organization is recommended to do in order to deploy benchmarking and to o
46、btain benchmark results.5.1.1 ObjectiveThe organization should decide upon the objective of the benchmarking before starting any measurement or comparison activities.NOTE Examples of objectives are to improve processes, to compare to competition, to evaluate the gap for performance improvement.5.1.2
47、 FrameworkThe framework encompasses parts that are interrelated. This methodology is built with two main parts: benchmark; benchmarking.In the objectives description of benchmarking, an organization should detail these two parts.6 BenchmarkThis clause describes the overview and requirements to deter
48、mine some reference points for comparison (see 3.1.1 and 3.1.2). The points to be detailed are the criteria and measures of the criteria.2 ISO 2015 All rights reservedBS ISO 17258:2015ISO 17258:2015(E)6.1 Overview and requirements for the criteriaBenchmarking is required to be applied to the criteri
49、a. This methodology defines 10 main criteria. If one of the criteria is irrelevant, the organization will explicitly give an explanation for excluding it from benchmarking. Two optional criteria are proposed, making a total of 12. This International Standard focuses on 10 main and two optional criteria clustered into three types. The main criteria are also named generic criteria.6.1.1 Types and description of criteriaTo have a universal benchmark, 10 main criteria are defined and they are clustered into
