Service Design for Six Sigma: A Road Map for Excellence

✍ Scribed by Basem El?Haik, David M. Roy(auth.)

• Year: 2005
• Tongue: English
• Leaves: 433
• Category: Library

✦ Synopsis

A 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.Content:
Chapter 1 Service Design (pages 1–18):
Chapter 2 What Is Six Sigma (pages 19–31):
Chapter 3 Introduction to Service Design for Six Sigma (DFSS) (pages 33–44):
Chapter 4 Service Design for Six Sigma Deployment (pages 45–76):
Chapter 5 Service DFSS Project Road Map (pages 77–92):
Chapter 6 Service DFSS Transfer Function and Scorecards (pages 93–109):
Chapter 7 Quality Function Deployment (QFD) (pages 111–140):
Chapter 8 Process Modeling and Process Management (pages 141–187):
Chapter 9 Theory of Inventive Problem Solving (TRIZ) for Service (pages 189–222):
Chapter 10 Introduction to Design for Transactional DFX (pages 223–240):
Chapter 11 Failure Mode and Effect Analysis (FMEA) (pages 241–261):
Chapter 12 Fundamentals of Experimental Design (pages 263–311):
Chapter 13 Service Design Robustness (pages 313–329):
Chapter 14 Discrete Event Simulation (pages 331–364):
Chapter 15 Design Validation (pages 365–377):
Chapter 16 Supply Chain Process (pages 379–381):
Chapter 17 DFSS in the Supply Chain (pages 383–407):