ACE（取得竞争优势）是美国联合技术公司（UTC）基于精益生产而开发的一套质量 管理体系，其中心思想是以客户为导向、以收集数据为前提、持续改进企业流程，领先同 行竞争者。 快速电梯是UTC旗下奥的斯电梯 （OTIS）在中国推行多品牌战略而成立的全资子公 司，定位中低端市场。近几年随着电梯市场趋于缓和，增长乏力及新电梯公司的不断涌入， 竞争空前激烈。快速电梯在新产品开发周期、客户投诉反馈解决、交付产品的质量和成本 控制几个方面暴露出不少问题，需要对企业的核心流程进行优化改变来消除上述问题。 论文主要依托于流程相关的理论知识，流程优化、流程再造和流程管理是快速电梯产 品开发流程变革的主要步骤。同时借鉴于精益生产的原理来识别流程中的不增值和浪费环 节，利用ACE工具的QCPC/VSM/RRCA等等对关键环节进行识别优化。 论文针对快速电梯的产品开发流程进行展开，识别出客户反馈的主要问题存在于流程 的哪些环节。对这些环节进行优先级处理的分类，识别出成本优化、产品变更、逃逸解决、 机械设计和电气设计五个主要流程。借助于ACE质量管理体系的工具，通过新增或统一标 准作业模板、定义清楚输入/输出、更新或发布程序文件、增加审核节点和更新流程图来 消除或改善流程中存在的不增值环节，达到解决上述问题的目标。同时更新流程只是开始， 通过进一步强化保持充分沟通、编制流程指导图、明确责任人、绩效考核及ACE认证等管 理手段才是长久保障。 关键词： ACE，产品开发流程，VSM 价值流，流程优化II STUDY ON EXPRESS PRODUCT DEVELOPMENT PROCESS OPTIMIZATION BASED ON ACE Abstract ACE (Achieving Competitive Excellence for Competitive Advantage) is a quality management system developed by UTC (United Technologies Corporation of America) based on lean production, which can ensure that UTC is always ahead of other competitors when changing. Customer first, attention process, based on data, and continued to pursuit of results. EXPRESS Elevator is a wholly-owned subsidiary of OTIS based on the strategy of multi- brand in China, which is owned by UTC. It focuses on the middle and low-end market. Currently, due to the lack of growth and the continuous influx of elevator enterprises, the competition is unprecedented fierce. EXPRESS elevator has exposed many problems in product development cycle, customer complaint feedback solution, product quality and cost control. It is necessary to optimize the core process to eliminate these problems. This paper mainly relies on the theoretical knowledge of process, and process optimization, process reengineering and process management are the main steps of the process change of EXPRESS Elevator product development. We use the principle of lean production in the process, and use QCPC/VSM/RRCA of ACE tools to optimize the key points. This paper bases on the product development process of EXPRESS Elevator, and identifies the main problems of customer feedback in which links of the process. The five main processes of cost optimization, product change, escape solution, mechanical design and electrical design are identified. With the help of ACE quality management system tools, we can eliminate or improve the non-value-added links in the process by adding or unifying standard job templates, defining clearly input/output, updating or publishing program documents, adding audit nodes and updating flow charts to achieve the goal of solving the above problems. At the same time, the renewal process is only the beginning. The long-term guarantee is to further strengthen the management means such as maintaining full communication, compiling process guidance chart, defining the responsible person, performance appraisal and ACE certification. Key words: ACE, Product development, VSM Value Flow, Process OptimizationIII 目 录 中文摘要 ........................................................I Abstract......................................................... II 第一章 绪论 .....................................................1 1.1 研究的背景与意义.................................................... 1 1.2 主要内容与研究框架.................................................. 4 第二章 相关理论与 ACE介绍.......................................6 2.1 流程优化理论........................................................ 6 2.2 ACE 介绍 ........................................................... 7 第三章 快速电梯产品开发流程现状与存在问题分析...................17 3.1 公司简介........................................................... 17 3.2 产品开发流程介绍................................................... 19 3.3 产品开发存在的问题................................................. 24 3.4 问题成因分析....................................................... 26 第四章 基于 ACE的快速电梯产品开发流程优化策略 ..................28 4.1 流程分类优化及优先级确定........................................... 28 4.2 成本优化流程....................................................... 31 4.3 产品变更流程....................................................... 34 4.4 逃逸解决流程....................................................... 39 4.5 机械设计流程....................................................... 46 4.6 电气设计流程....................................................... 50 第五章 快速电梯产品开发流程优化实施保障........................57 5.1 保持职能部门间的充分的沟通......................................... 57 5.2 编制清晰简易的工作流程指导图....................................... 57 5.3 明确优化策略实施责任人............................................. 57IV 5.4 与 KPI 考核挂钩 .................................................... 58 5.5 参与 ACE 认证...................................................... 58 第六章 结论与展望..............................................60