基于卓越绩效模式 A 公司增压器索赔成本优化管理研究

摘要：

卓越绩效模式能够通过综合管理方法提升企业管理绩效，A公司借鉴卓越绩效模式管理驱动来提升索赔业务绩效及管理成熟度。本研究从零件索赔成本角度，基于卓越绩效模式框架，采用六西格玛DMAIC方法优化过程，聚焦增压器零件设计、制造及售后服务3个关键过程的过程改进。通过结合价值链和失效模式分析，找到影响索赔成本的设计、制造、售后服务过程改进点。关注过程管理因素及过程变化要求，通过设计变更、风险识别、工艺调整、售后维修指导等改进措施的实施和控制，2023年下半年增压器售后故障率下降至0.16%，环比上半年减少33万元索赔费用，实践表明基于卓越绩效模式的增压器索赔成本优化应用实现了公司索赔成本年降低2%的预期目标。

Abstract:

Performance Excellence Model can enhance enterprise management performance through comprehensive management methods. A Company draws inspiration from Performance Excellence Model to improve the performance and management maturity of claim business. This research starts with parts cost, based on Performance Excellence Model framework, optimizes the processes by using the Six Sigma DMAIC method, carries out three key processes of design, manufacturing, and after-sales service for turbocharger. By Combining value chain and failure mode analysis, A Company identifies the process improvement points of design, manufacturing, and after-sales service that affect claim costs. Focusing on process management factors and process change requirements, A Company implements and controls multiple improvement measures such as design change, risk identification, process adjustment, and after-sales maintenance guidance. In the second half of 2023, failure rate of turbocharger decreased to 0.16%, with a decrease of 330,000 yuan in claim costs compared to the first half of the year. This practice shows that optimization of turbocharger claim costs based on Performance Excellence Model has achieved expected goal of reducing claim costs in A company by 2% annually.

基金项目：本文受安徽省科学技术专项（项目编号：202103a05020014）和安徽省科技创新战略与软科学研究专项（重点项目）“基于安徽发展需求的颠覆性技术识别与评价机制研究”（项目编号：202206f01050021）资助。

作者简介：潘星河，硕士研究生，主要研究方向为项目管理与质量管理。刘岗，通信作者，博士后，副研究员，主要研究方向为新产品研发及企业运营质量管理改善研究。