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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.
- Sales Rank: #2895635 in Books
- Published on: 2005-07-07
- Original language: English
- Number of items: 1
- Dimensions: 9.51" h x 1.00" w x 6.36" l, 1.63 pounds
- Binding: Hardcover
- 448 pages
From the Back Cover
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®, 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® 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.
About the Author
BASEM EL-HAIK, PhD, is a Six Sigma and Design for Six Sigma consultant, author, and the founder of Six Sigma Professionals, Inc., in Canton, Michigan, a firm providing Six Sigma and DFSS implementation, training, and consulting for industries ranging from financial services to high technology. Dr. El-Haik is a well-known speaker on the subject.
DAVID M. ROY is Vice President of Textron Six Sigma at the Systems Division of Textron. Mr. Roy has extensive experience in Six Sigma in over fifteen businesses and has held senior leadership positions in the areas of full supply chain, Six Sigma, and business transformation.
Most helpful customer reviews
0 of 0 people found the following review helpful.
Terrible order
By Amazon Customer
Only received 1, I ordered 2
4 of 4 people found the following review helpful.
You get the whole roadmap
By Six Sigma Fan club
This is a great reference book for DFSS principles in a transactional or service environment. The authors stay true to their focus on transactional processes and provide practical examples to guide the reader through the traditional tools such as QFD, TRIZ, Design Scorecards and DOE. They also manage to easily integrate Lean tools such as Value Stream Mapping and Waste Elimination into the overall process. It doesn't feel like a re-hashing of shop floor lean with the word "office" inserted in from time to time. The focus really is on defining the customers and the design challenges in a service/back office setting. Beyond the tools, there is also some great reference material for the entire roadmap of establishing a program including deployment strategies, training, and resource planning.
3 of 3 people found the following review helpful.
VP Engineering
By Six Sigma Guy
Whether you are new to Six Sigma or are a seasoned Six Sigma Black Belt this book is a must read. The power of applying Design for Six Sigma in the Services arena can not be overstated where tangible results can be realized if Service products are designed that delight the end customer. This book does a great job presenting an easy to follow Service DFSS roadmap that introduces the powerful Six Sigma tools that will help ensure that a robust end product is designed. Also, struggle no more with Quality Function Deployment (QFD) as this book does a superb job of breaking it down and providing succinct instruction on how to get it right. Highly recommended!
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