Service Design for Six Sigma: A Roadmap for ExcellenceA roadmap to consistent, high-quality service for any organization A service is typically something created to serve a paying customer, whether internal or external. Some services consist of several processes linked together while others consist of a single process. This book introduces Design for Six Sigma (DFSS), an easy-to-master, yet highly effective data-driven method that prevents defects in any type of service process. The particular focus of this publication is service DFSS, which leads to what the authors term "a whole quality business," one that takes a proactive stance and gets things right the first time. Not only does the whole quality business produce a high-quality product and offer high-quality services, but it also operates at lower cost and higher efficiency, throughout the entire life cycle, than its competitors because all the links in the supply chain are optimized. Following a detailed overview that sets forth the basic premise and key concepts of service DFSS, the authors offer all the information and tools needed to take advantage of service DFSS within their own organizations, including: * Clear and in-depth coverage of the philosophical, organizational, and technical aspects of service DFSS * Step-by-step roadmap of the entire service DFSS deployment and execution process * Full discussions of all the key methods involved in service DFSS, including axiomatic design, design for X, the theory of inventive problem solving (TRIZ), transfer function, design scorecards, and Taguchi's method * Practical, illustrative examples that demonstrate how the theory is put into practice * Assistance in developing the necessary skills in applying DFSS in organizational settings Problems and their solutions are provided at the end of each chapter to help readers grasp the key concepts they need to move forward in the text. Acclaro DFSS Light(r), a Java-based software package that implements axiomatic design processes discussed in Chapter Eight, is available for download from an accompanying Wiley ftp site. Acclaro DFSS Light(r) is a software product of Axiomatic Design Solutions, Inc. This book is ideal as a reference to service DFSS for corporate executives, quality control managers, and process engineers, or as a complete training manual for DFSS teams. It is also a superior textbook for graduate students in management, operations, and quality assurance. |
Contents
1 | |
19 | |
3 Introduction to Service Design for Six Sigma DFSS | 33 |
4 Service Design for Six Sigma Deployment | 45 |
5 Service DFSS Project Road Map | 77 |
6 Service DFSS Transfer Function and Scorecards | 93 |
7 Quality Function Deployment QFD | 111 |
8 Process Modeling and Process Management | 141 |
11 Failure Mode and Effect Analysis FMEA | 241 |
12 Fundamentals of Experimental Design | 263 |
13 Service Design Robustness | 313 |
14 Discrete Event Simulation | 331 |
15 Design Validation | 365 |
16 Supply Chain Process | 379 |
17 DFSS in the Supply Chain | 383 |
409 | |
Other editions - View all
Service Design for Six Sigma: A Roadmap for Excellence Basem El-Haik,David M. Roy No preview available - 2005 |
Service Design for Six Sigma: A Roadmap for Excellence Basem El-Haik,David M. Roy No preview available - 2005 |
Common terms and phrases
analysis ANOVA axiomatic design black belt cellular manufacturing champions Chapter concept cost CTSs cycle defects defined deflation delivery deploying Design for Six design mapping design of experiments design parameters design team DFSS deployment DFSS project DFSS road map DFSS team DP1 DP2 FR1 El-Haik elements entity environment example experiment experimental factorial design failure modes Figure FMEA FR1 DP1 DP2 functional requirements green belts IDEF0 identify improvement inputs interaction main effects matrix measure ment methodology methods noise factors null hypothesis object operations optimization output performance phase potential principles process map process steps process variables quality function deployment response scorecard service design service DFSS SIPOC Six Sigma solution specifications Stage statistical strategy supplier supply chain Table target techniques tion Tollgate transfer function TRIZ types Uncoupled Design value stream mapping variation
References to this book
Simulation-based Lean Six-Sigma and Design for Six-Sigma Basem El-Haik,Raid Al-Aomar Limited preview - 2006 |