Design for Six Sigma for Green Belts and Champions Applications for Service Operations--Foundations, Tools, DMADV, Cases, and Certification, (paperback)

HOWARD S. GITLOW is Executive Director of the University of Miami Institute for the Study of Quality in Manufacturing and Service and Professor of Management Science, University of Miami, Coral Gables. As Visiting Professor at the Science University of Tokyo, he studied Quality Management with Dr. Noriaki Kano. A Six Sigma Master Black Belt and Fellow of ASQC, he has consulted on quality throughout the Fortune 500. He has co-authored eleven books, including Six Sigma for Green Belts and Champions, Quality Management 3^rd ed., and The Deming Guide to Quality and Competitive Position (Prentice Hall).

DAVID M. LEVINE is Professor Emeritus of Statistics and Computer Information Systems at Bernard M. Baruch College (CUNY). A leading innovator in statistics education, he has co-authored several best-selling textbooks. Levine also co-authored Six Sigma for Green Belts and Champions, and recently wrote Even You Can Learn Statistics, both published by Prentice Hall.

EDWARD A. POPOVICH is former Vice President of Enterprise Excellence at Boca Raton Community Hospital, brought on board to introduce Six Sigma as it began its planning for a new community-affiliated teaching hospital and medical center. As President of Sterling Enterprises International, he consulted widely on organizational effectiveness, Six Sigma and other quality systems, customer support, service leadership, business improvement, reengineering, Total Quality, organizational change, and statistical/technical analysis. His clients have included GE, Motorola, Lockheed Martin, Johnson & Johnson, Intuit, Sony, BellSouth, First Data, NCR, JP Morgan, Intuit, Wachovia, A & P, and Samsung.

Acknowledgments and Thanks  xx

About the Authors  xxi

Preface  xxiii

Part I: Design for Six Sigma Basics  1

Chapter 1: Foundations of Six Sigma Management  3

Chapter 2: Six Sigma Roles, Responsibilities, and Terminology  31

Chapter 3: Macro Model of Six Sigma Management (Dashboards)  49

Part II: The Design for Six Sigma (DFSS) Model  75

Chapter 4: Define Phase  77

Chapter 5: Measure Phase  107

Chapter 6: Analyze Phase  157

Chapter 7: Design Phase  207

Chapter 8: Verify/Validate Phase  249

Part III: Design for Six Sigma Tools and Methods  283

Chapter 9: Basics of Statistical Studies  285

Chapter 10: Design of Experiments  297

Chapter 11: Multiple Regression  351

Chapter 12: Additional Tools and Methods  393

Chapter 13: Discrete Event Simulation Models  417

Chapter 14: Articulating the Voice of the Stakeholder  457

Chapter 15: Enhancing Creativity to Develop Alternative Designs  509

Chapter 16: Professional Interpersonal Behavior Skills, Team Behavior Skills, and Six Sigma Management  531

Part IV: Design for Six Sigma Case Study  561

Chapter 17: Six Sigma DMADV Case Study  563

Part V: Design for Six Sigma Certification  631

Chapter 18: DFSS Champion and Green Belt Certification at the University of Miami  633

Appendix A: Summation Notation  663

Appendix B: Statistical Tables  667

Appendix C: Documentation of Data Files  681

Index  683

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