El-Haik / Roy Service Design for Six Sigma

A Roadmap for Excellence
1. Auflage 2005
ISBN: 978-0-471-74470-2
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 300 Seiten, E-Book

A roadmap to consistent, high-quality service for anyorganization
A service is typically something created to serve a payingcustomer, whether internal or external. Some services consist ofseveral processes linked together while others consist of a singleprocess.
This book introduces Design for Six Sigma (DFSS), aneasy-to-master, yet highly effective data-driven method thatprevents defects in any type of service process. The particularfocus of this publication is service DFSS, which leads to what theauthors term "a whole quality business," one that takes a proactivestance and gets things right the first time. Not only does thewhole quality business produce a high-quality product and offerhigh-quality services, but it also operates at lower cost andhigher efficiency, throughout the entire life cycle, than itscompetitors because all the links in the supply chain areoptimized.
Following a detailed overview that sets forth the basic premise andkey concepts of service DFSS, the authors offer all the informationand tools needed to take advantage of service DFSS within their ownorganizations, 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 andexecution process
* Full discussions of all the key methods involved in service DFSS,including axiomatic design, design for X, the theory of inventiveproblem solving (TRIZ), transfer function, design scorecards, andTaguchi's method
* Practical, illustrative examples that demonstrate how the theoryis put into practice
* Assistance in developing the necessary skills in applying DFSS inorganizational settings
Problems and their solutions are provided at the end of eachchapter to help readers grasp the key concepts they need to moveforward in the text. Acclaro DFSS Light(r), a Java-based softwarepackage that implements axiomatic design processes discussed inChapter Eight, is available for download from an accompanying Wileyftp site. Acclaro DFSS Light(r) is a software product of AxiomaticDesign Solutions, Inc.
This book is ideal as a reference to service DFSS for corporateexecutives, quality control managers, and process engineers, or asa complete training manual for DFSS teams. It is also a superiortextbook for graduate students in management, operations, andquality assurance.

Autoren/Hrsg.

El-Haik, Basem

Roy, David M.

Inhaltsverzeichnis

1. Service Design.
2. What is Six Sigma.
3. Introduction to Service Design for Six Sigma.
4. Service Design for Six Sigma Deployment.
5. Service DFSS Project Road Map.
6. Service DFSS Transfer Function and Scorecards.
7. Quality Function Deployment (QFD).
8. Process Modeling and Process Management.
9. Theory of Inventive Problem Solving (TRIZ) for Services.
10. Introduction to Design for Transactional DFX.
11. Failure Mode and Effect Analysis (FMEA).
12. Fundamentals of Experimental Design.
13. Service Design Robustness.
14. Discrete Event Simulation.
15. Design Validation.
16. Supply Chain Process.
17. DFSS in Supply Chain Example.
References.
Index.

Über Autor(innen)

BASEM EL-HAIK, PhD, is a Six Sigma and Design for Six Sigmaconsultant, author, and the founder of Six Sigma Professionals,Inc., in Canton, Michigan, a firm providing Six Sigma and DFSSimplementation, training, and consulting for industries rangingfrom financial services to high technology. Dr. El-Haik is awell-known speaker on the subject.
DAVID M. ROY is Vice President of Textron Six Sigma at theSystems Division of Textron. Mr. Roy has extensive experience inSix Sigma in over fifteen businesses and has held senior leadershippositions in the areas of full supply chain, Six Sigma, andbusiness transformation.