LEADER 05333nam 22006494a 450 001 9910143553703321 005 20170815113938.0 010 $a1-280-27741-6 010 $a9786610277414 010 $a0-470-32387-6 010 $a0-471-74471-9 010 $a0-471-74470-0 035 $a(CKB)1000000000355391 035 $a(EBL)238518 035 $a(OCoLC)77496692 035 $a(SSID)ssj0000244405 035 $a(PQKBManifestationID)11188150 035 $a(PQKBTitleCode)TC0000244405 035 $a(PQKBWorkID)10170448 035 $a(PQKB)11739702 035 $a(MiAaPQ)EBC238518 035 $a(EXLCZ)991000000000355391 100 $a20050325d2005 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aService design for six sigma$b[electronic resource] $ea roadmap for excellence /$fBasem El-Haik, David M. Roy 210 $aHoboken, NJ $cJohn Wiley$d2005 215 $a1 online resource (448 p.) 300 $aDescription based upon print version of record. 311 $a0-471-68291-8 320 $aIncludes bibliographical references (p. 409-417) and index. 327 $aSERVICE DESIGN FOR SIX SIGMA; CONTENTS; PREFACE; 1. Service Design; 1.1 Introduction; 1.2 What is Quality?; 1.3 Quality Operating System and Service Life Cycle; 1.3.1 Stage 1: Idea Creation; 1.3.2 Stage 2: Voice of the Customer and Business; 1.3.3 Stage 3: Concept Development; 1.3.4 Stage 4: Preliminary Design; 1.3.5 Stage 5: Design Optimization; 1.3.6 Stage 6: Verification; 1.3.7 Stage 7: Launch Readiness; 1.3.8 Stage 8: Production; 1.3.9 Stage 9: Service Consumption; 1.3.10 Stage 10: Phase-Out; 1.3.11 Service Life Cycle and Quality Operating System; 1.4 Developments of Quality in Service 327 $a1.4.1 Statistical Analysis and Control1.4.2 Root Cause Analysis; 1.4.3 Total Quality Management/Control Analysis; 1.4.4 Design Quality; 1.4.5 Process Simplification; 1.4.6 Six Sigma and Design For Six Sigma (DFSS); 1.5 Business Excellence: A Value Proposition?; 1.5.1 Business Operation Model; 1.5.2 Quality and Cost; 1.5.3 Quality and Time to Market; 1.6 Introduction to the Supply Chain; 1.7 Summary; 2. What Is Six Sigma; 2.1 Introduction; 2.2 What Is Six Sigma?; 2.3 Introduction to Process Modeling; 2.3.1 Process Mapping; 2.3.2 Value Stream Mapping 327 $a2.4 Introduction to Business Process Management2.5 Measurement Systems Analysis; 2.6 Process Capability and Six Sigma Process Performance; 2.6.1 Motorola's Six Sigma Quality; 2.7 Overview of Six Sigma Improvement (DMAIC); 2.7.1 Phase 1: Define; 2.7.2 Phase 2: Measure; 2.7.3 Phase 3: Analyze; 2.7.4 Phase 4: Improve; 2.7.5 Phase 5: Control; 2.8 Six Sigma Goes Upstream-Design For Six Sigma; 2.9 Summary; 3. Introduction to Service Design for Six Sigma (DFSS); 3.1 Introduction; 3.2 Why Use Service Design for Six Sigma?; 3.3 What Is Service Design For Six Sigma?; 3.4 Service DFSS: The ICOV Process 327 $a3.5 Service DFSS: The ICOV Process In Service Development3.6 Other DFSS Approaches; 3.7 Summary; 4. Service Design for Six Sigma Deployment; 4.1 Introduction; 4.2 Service Six Sigma Deployment; 4.3 Service Six Sigma Deployment Phases; 4.3.1 Predeployment; 4.3.2 Predeployment considerations; 4.3.3 Deployment; 4.3.3.1 Training; 4.3.3.2 Six Sigma Project Financial Aspects; 4.3.4 Postdeployment Phase; 4.3.4.1 DFSS Sustainability Factors; 4.4 Black Belt and DFSS Team: Cultural Change; 5. Service DFSS Project Road Map; 5.1 Introduction; 5.2 The Service Design For Six Sigma Team 327 $a5.3 Service Design For Six Sigma Road Map5.3.1 Service DFSS Phase I: Identify Requirements; 5.3.1.1 Identify Phase Road Map; 5.3.1.2 Service Company Growth & Innovation Strategy: Multigeneration Planning; 5.3.1.3 Research Customer Activities; 5.3.2 Service DFSS Phase 2: Characterize Design; 5.3.3 Service DFSS Phase 3: Optimize Phase; 5.3.4 Service DFSS Phase 4: Validate Phase; 5.4 Summary; 6. Service DFSS Transfer Function and Scorecards; 6.1 Introduction; 6.2 Design mappings; 6.2.1 Functional Mapping; 6.2.2 Process Mapping; 6.2.3 Design Mapping Steps 327 $a6.3 Design Scorecards and Transfer Function 330 $aA roadmap to consistent, high-quality service for any organizationA 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 stan 606 $aSix sigma (Quality control standard) 606 $aTotal quality management 608 $aElectronic books. 615 0$aSix sigma (Quality control standard) 615 0$aTotal quality management. 676 $a658.4013 676 $a658.562 700 $aEl-Haik$b Basem$0908411 701 $aRoy$b David M.$f1955-$0922083 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910143553703321 996 $aService design for six sigma$92069196 997 $aUNINA