波导客户管理系统.doc

波导客户管理系统612020年5月29日文档仅供参考办公室5S波导员工和合作伙伴波导客户管理系统Objectives 目的Introduction 介绍Starting a workshop从车间开始1- Eliminate 整理2- Straighten up 整顿3- Clean清扫4- Standardize 清洁5- Respect 素养5S and filing 5S与文件归档5S and your PC 5S与电脑5S and archiving 5S与存档5S and your work space 5S与办公区域5S and common areas 5S与公共区域5S and display 5S与展示Objective 目的The principles of 5S efficiency through good housekeeping apply not only to the shop floor but to offices (support functions like quality, human resources,) as well.5S的原则经过良好的管理保养取得效率应用范围不但仅是车间还可应用到办公室(支持部门如质量、人力资源)等等。The objectives are the same:目的都是相同的 Boost productivity by finding documents faster.经过更快捷地找到文档资料来提高工作效率。 Project a positive image The orderliness of your office makes an impression on your contacts. A messy office may imply that you are disorganized or cant cope with your workload. 显示积极的形象。一个整洁的办公环境会给所接触的人留下良好的印象;杂乱的办公环境则会暗示无组织性或者表明你不能胜任当前的工作。 Fill in more easily for a co-worker (Find information even when they are off from work). 使同事更容易开展工作(甚至当事人不在岗位时仍能够到相应的资料信息)。5S will also allow you to:5S也会使你达到: get out of the old routine and break bad work habits. 摆脱老的工作程序和不良的工作习惯get involved in a team effort to develop work rules. 加强团队合作,努力提高工作水准。 improve communication within the department. 增进部门的内部信息交流。Dont confuse 5S with a ”zero paper approach”, even if 5S will, in fact, considerably diminish the volume of paper. 不要把5S与”无纸化方式”混淆,即使事实上,5S能够很大程度减少纸张数量。Dont confuse 5S with ”Spring Cleaning”. With 5S, you rethink filing, Cleaning and sorting for a durable change in inefficiency; Spring Cleaning is something you just do once a year and let the mess build up again. 不要把5S与春节大扫除混淆。籍由5S,你会再想经过归档、清扫并分类,从无效率状态到一个持久性的改进局面; 而春节大扫除只是每年打扫一次,然后又会处于混乱状态。Office 5S involves physical reorganization. The way in which paper and computer files, drawers and cabinets are kept must be improved. 办公室 5 S 包括实际的改组。保持5S方法肯定会改进纸张文件和电脑资料、抽屉和柜子的组织。Without Office 5S, there can be no simplification of administrative processes.没有办公室5S,就没有管理过程的简化Introduction 介绍No matter what the workplace, the 5S steps listed below remain the same. This guide will not present each of these steps in detail but concentrate on those points that specifically concern office efficiency. 不论什么样的工作场所,以下的5S步骤都是一样的。这个指南将不会详细地介绍每一个步骤,可是专注于那些特别与办公室效率有关之处。Seiri12Seiton3Seiso 4 Seiketsu 5 Eliminate整理Separate what you do need from what you dont and throw out anything that is useless! 区分需要的与不需要的物品,把无用的东西扔掉.Straighten up整顿A place for everything and everything in its place. storage so that things you need most often are the easiest for everyone to get it. 每件事物都有地方放,而且每个事物都要放在规定的位置,把常见的东西放在每一个人都容易拿的地方。Clean清扫Clean up the installations. Seek out the causes of dirt and get rid of them.打扫干净装置,找出脏污的产生原因并解决。Standardize清洁Establish ”good housekeeping” rules. Formalize storage and Cleaning procedures建立好的日常管理保养制度,规范存蓄和清扫手续。Respect素养Get into the ”5S habit” in your office. 把”5S习惯”带入办公室Respect office rules.遵守办公室规定Continue to make things better.持续地做得更好To have lasting effect, the method must be applied为了达到持久的效果,应用5S方法必须 rigorously严格地 systematically系统地 and continuously.连续地As obvious as this would seem, the greatest trap of 5S is the temptation to do just a big Spring Cleaning and never get past Step 3. Real improvement depends also on standardization and respect of housekeeping rules. 显而易见,5s最大的误区是仅仅象春节大扫除一样,而从没达到第三个步骤”清扫”。真正的改进依靠标准化和遵守日常管理保养制度。Starting a workshop 启动一个车间The participants:参与者 belong to the same department or office space属于同一个部门或同一办公区域 maximum: 7 people 最多7人The Department Head is fully involved and participates in the sessions along with everyone else. 在期间,部门领导和其它每个人员都要积极参与。The Coach 教练comes from outside the office as he/she:是办公室的外来人员,这样她她 can take a fresh and objective look at how the office runs能够对办公室运行情况有个全新的、客观的看法。 is neutral and therefore freer to question established work routines.是中立的,因此能够自由地询问已制定的工作规范The Workshop Leader belongs to the office. 车间领导属于这个办公室。 He/she works closely with the Coach on physical organization and session planning. 按照组织结构和会议计划,她/她与教练保持紧密联系,开展工作。 Once the department is sufficiently autonomous, the Coach passes on to the Leader the job of tracking how well the rules are respected.一旦部门是可充分自我管理的,教练要把跟踪规范的工作,移交给领导. 这些规范已很好地被执行.Training培训During sessions, we do not ”train” but raise awareness. Real training can only take place”hands on” (i.e. learning by doing).在会议期间,我们不是训练而是提高意识.真正的培训是边做边学.1. Session presenting the five stages of 5S (see the 5S Trainers Guide)会议介绍5S的五个阶段(见5S培训指导)2. Showing of videos The Kitchen and 5S for Support Functions观看厨房和5S效果的录象.3. Emphasize强调 solutions, those that the participants find themselves and are willing to apply (Dont expect the Coach to come in with ready-made answers that can be simply copied from one workshop to the next.)解决方法,参与者自己找到解决办法并自愿去应用(不要指望老师来了,会有已经准备好的能够简单地从一个车间应用以另一个车间的答案。)- that the process must progressively become a reflex (unlike Spring Cleaning)这个过程一定要不断前进,成为本能、下意识的行为(不象春节大扫除那样)。Starting a workshop启动一个车间Workshop duration周期Properly working through the five stages (several times) requires a commitment of two to three months. This is sufficient time for participants to achieve a set objective. A longer workshop tends to run out of steam. Anything that cannot be covered during this period can be left for a second workshop.完全地执行这五个阶段(几次)要求两到三个月的时间限制,这对于成员们达到设定的目标已足够。更长的时间则会使人泄气。.任何在这段时期没有包含进去的,能够留到下一个周期去做。Meeting times会议时间At the end of initial training, meeting times are to be defined with the group. These meetings absolutely must 在初次培训结束时,要和小组一起制定会议时间.这些会议一定要 be held at set times in order for 5S to become a habit在规定时间举行,以使5S成为一种习惯.last at least two hours per week or half an hour per day.至少每周两个小时或每天半个小时.Certain subjects (e.g. a new filing system for a 7-person department) may need more time than just a weekly meeting. In such case dont hesitate to hold a half-day or even full day session for the department.与周例会相比,某些主题可能需要更多的时间(举例来说 一个7个人部门的新文件系统),这种情况下,不必犹豫地去开半天或全天的部门会议.5S can be a good occasion to kick off Top 30 (weekly support function meetings).5S 能够成为召开TOP 30会议的好机会.(TOP30即每周的支持功能会议)Just before starting开始之前 Divide the office into zones if there are too many people to make up just one group.如人员超过一个小组的规定人数,要将办公室划分区域. Take photos.拍照片 Plan a display area.规定一个摆放区域1- Eliminate整理WHY为什么The idea is to make room for better organization. Without always realizing it, we tend to waste space by stockpiling things we dont really need, such as old papers and forgotten accessories in the cabinet or unneeded files on your hard disk. The more junk you pile up, the harder it gets to find what you really need and important documents can get lost.Often, there doesnt seem to be enough room in our cabinets. Before buying new cabinets, first try clearing out the old ones.为团队建立一个较好的环境.我们总是没有认识到这些:我们容易存放一些没真正需要的东西以至而浪费空间,如在柜子里有旧的文件和已遗忘的附件或在硬盘里有不需要的资料。堆积的垃圾越多,越难找到真正需要的东西,而且重要的文档可能被丢失。经常的,我们的柜子看起来空间不够,在购买新柜子之前,首先要清理旧的柜子。HOW怎样做1- Choose an area and do your utmost to make room by eliminating junk.选定一个区域,而且经过清除垃圾,尽可能地腾出空间。2- Sort the useful from the useless. Decide what needs keeping and what needs eliminating. Note: ”eliminating” does not necessarily mean throwing out!区分有用的与无用的。决定哪些需要保留哪些需要清除掉。注释:”清除”不一定就是要扔掉。For each object (typically an office supply) ask yourselves:每件东西(代表性的办公用品)都要问自己:What is this thing for?这件事物是用来做什么的?Who uses it?谁使用的?How often?多久使用一次? Does it really suit the job we use it for?这东西是否真的适合在工作中使用?For each file or document ask:对于每个资料和文件 How many times has anyone worked with this over the last twelve months? 在最近一年里,这个资料或文件共使用多少次?Does the content have a legal value?内容有法定价值吗?Does it contain general or personal information?包含综合的或私人信息?Am I likely to need it again? 我可能还需要它吗?Does the same document kept by another department?其它部门是否已保留同样的文档?Clear things out according to the following criteria:根据如下标准清理事物:things that should simply be thrown out能够完全被扔掉things that should be filed in the archives (see the Archives)应该在档案室归档. what should be passed on (e.g. surplus supplies to another department, technical doc to another site) 能够移交(如剩下的用品给其它部门,技术资料放到其它场所)In case of doubt, move the ”question” items into a specially marked area. If nobody claims them, chances are they have outlived their usefulness and can be thrown out.如果不能确定,将不能确定的东西放在特定的区域;如没人认领,超过有效期,能够将其扔掉。1- EliminateINDICATOR指标Number of cabinets, drawers and shelves cleared. 已清理的柜子,抽屉和架子的数量Megabytes freed up on hard disk硬盘的可用空间FOCUS注意It is preferable to start off the very first sessions working on common areas (e.g. bookshelves, supply cabinets, standard files, vacation schedules). These areas are simpler and less sensitive then the contents of someones desk drawer.一开始,从公共区域清理比较好(如书架,办公用品柜子,标准资料,请假表),与个人办公桌相比,这些区域比较简单而且不是很敏感。EASILY FORGOTTEN AREAS容易被忘记的区域Dont forget to look on top of and under cupboards and filing cabinets. What is stuck to the side of that desk or lurking underneath? And take a good look at window ledges and display boards.不要忘记去检查柜子和档案柜的上面和下方。看什么粘在桌边和扔在桌底下?仔细检查窗台和显示面板.2- Straighten up整顿WHY为什么Settling on a specific and appropriate place for files and office supplies makes so much faster to find what you need and so much more convenient to put it back.A place for everything and everything in its place!整理出一个明确且合适的地方放置资料和办公用品,以便在需要的时候,能迅速方便地找到,也能非常方便地放回原处.HOW怎样Sort files in terms of:根据如下项目对文件分类how often they are used and who uses them. 文件多久使用一次,谁使用的Then try to group the files that are frequently used by the same person or people.然后把经常被同一个人或同一群人使用的文件归在一起.See what can now be stored in the space freed up by the previous stage.在前阶段整理出来的空间里,看看有什么能够被储存Choose common areas (e.g. a shared bookshelf)选择公共区域(如:公共书架)FOCUS注意If you want people to respect the housekeeping system, it has to be:如果你想让每个人都遵守日常管理保养系统,它必须是:as simple as possible尽可能地简单chosen by the participants themselves.由参与者自己来选择Leave a little space between binders or folders. If theyre crammed into place, not only is it hard to take out just what you want, its even harder to put it back where it goes.在文件夹或装订夹之间留下一点空隙。如果挤得紧紧的,不但在你需要时很难取出,而且很难放回原处。3- Clean清扫WHY为什么This is an often neglected stage of 5S since, generally speaking, there is a housekeeping service to take care of floors, wipe desks and empty the trash. But take a closer look many spots stay dirty. Dust gathers under your desk and behind your PC. There are always labels coming unstuck from the office display board.一直以来,这是一个经常被忽略的5S阶段,一般而言,这阶段是日常管理保养的工作,擦地板、擦桌子和倒垃圾。可是走近细看,有很多地方仍是脏的,灰尘聚积在办公桌下面和电脑后面,总有一些标签从办公室展示板上掉下来。Spots that are inaccessible or cluttered cannot be cleaned by the housekeeping service. They cannot do the job if there are tangles of cables lying around or heaps of papers that should have been filed before going home in the evening.难以够到或杂乱的地方不能被日常的管理保洁工作所清扫。如果地面上放着杂乱的电缆或堆积着文件就无法清理,这些文件应该在晚上下班回家之前整理归档。The solution is not just to clean the trouble spots yourself but to tackle the root causes of dust and clutter.解决办法不只是清理脏污处而且还要解决造成灰尘和混乱的根原因。HOW如何做Get a cleaning kit with dust cloths and sprays for your computer equipment. Remove old labels from your display board and thoroughly clean the surface before sticking up new ones 带上清扫工具,先在电脑的后面喷雾,除掉显示板上的旧标签,彻底清扫外表面,最后再粘贴上新标签。Remove all cables lying around on the ground, inspect them, roll them up and hang them under the desk. Use colored stickers or tags to mark the ends of each cable, so that if you ever need to disconnect just one device, you wont have to undo everything.移动地面上的所有电缆,检查并卷起后挂在办公桌下面,用彩色标贴在每根缆线两头做好标记,以便你需要拆开一个设备,不需要解开每根线缆。FOCUS 注意Dont forget to protect your good clothes the day you get down to the dirty work!在做很脏的工作时,不要忘记保护自己的衣服.4- Standardize清洁WHY为什么Stabilize and formalize workshop progress.稳定和正式使车间进步。Use slides to bring out discrepancies such us disorderly filing or storage.用幻灯片来显示出我们储存或文件保管混乱的差异.HOW如何做See each of the sections below (Filing, PC, Archives.) for details. 检查每个区域的如下细节(文件保管、个人电脑、档案)Define label formats and color codes.定义标签格式和彩色编码.Mark binders, hanging files, in-trays, etc. 如装订夹、资料归卷、在公文格里等Mark cabinets both inside and outside.柜子的内外做好标识.Define a document management system, if Quality has not already provided you with one. Write procedures and draw plans for desks, cabinets and their contents. 如果质量部门没有给你提供一个文件管理系统,就自己定义一个。写下程序且制订计划有关书桌、柜子以及它们的目录。Proper marking in every area is the best way of ensuring that 5S is respected. This way, it will be obvious whenever something is out of place.每个区域做好适当的标识是保证5S实施的最好方式。这样,不论什么时候,都能很明显地看到哪些东本不在规定位置了。5- Respect素养WHYVerifying that the rules written in the previous stage are being respected ensures that good house keeping practices are continuing and that the workshop is progressing. 核实前面制定的管理制度是否被执行。确保日常管理保洁工作仍在持续和车间在进一步改进之中。HOW1- Cycle through the 5S steps until housekeeping becomes natural and is no longer perceived as simply a constraint or a waste of time.循环5S的几个步骤直到日常管理保洁成为自然而然,不再被认为是只 一种强迫或浪费时间的事情。2- After a few sessions, set up an audit form with few simple questions. With time, this audit can be made progressively more detailed and demanding. The first audit is performed by the Workshop Leader, who then hands over responsibility for successive audits to the participants themselves. From time to time it can be a good idea to bring in someone from outside the department to conduct the audit from a fresh and neutral viewpoint. See document of a basic 5S audit for an example.在一些会议后,设立审查表,起初是一些简单的问题,随着时间的推移,审查表要改进得越具体、越严格。第一次审查由车间领导负责执行,以后的审查责任移交给参与者本人。偶然让其它部门人从新鲜的和中立的观点来审查,这是个好方法。请看一个例子的5S审查要素资料。3- Set rules for 5S behavior.Every evening for three minutesPick up anything (e.g. paper, pens) lying on the floor. Leave desks with nothing on top.See that file drawers are orderly. Eliminate unnecessary files or make new ones. Check paper in the fax machine and photocopier为5S行为建立准则每天晚上下班前用三分钟时间 拣起地面上的任何东西(如纸、笔) 在办公桌上不留任何杂物 看放在抽屉里的文件是否有序,清除掉不必要的文件,或者做个新的。 检查传真机和影印机里纸张Every Friday for five minutes Check office suppliesRemove any objects or personal things that are no longer neededSee that cabinets are orderly. Eliminate unnecessary files or make new ones. 每周五用5分钟 检查办公用品