Service Design for Six Sigma (PDF)

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.