Description
Book SynopsisA 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
Table of Contents1. 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.
