Design for Six Sigma for Service

The primary objective of this new book is to provide a comprehensive reference for those who work in a service industry setting. Unlike Design for Six Sigma a Roadmap for Product Development, this new book will address the 5 leading issues in the service industry, which are customer satisfaction, cost reduction, value improvement, change management and process performance measurements.

Kai Yang, Ph.D. (Detroit, Michigan) has extensive consulting experience in many areas of quality and reliability engineering. He is also an Associate Professor of Industrial and Manufacturing Engineering at Wayne State University and the author of McGraw-Hill's Design for Six Sigma Roadmap.

Preface

vii

Acknowledgments

xi

Chapter 1. Six Sigma in Service Organizations

1

(24)

1.1 Introduction to the Service Industry

1

(5)

1.2 Success Factors for Service Organizations

6

(6)

1.3 Overview of Six Sigma

12

(9)

1.4 Six Sigma for Service

21

(4)

Chapter 2. Design for Six Sigma Road Map for Service

25

(22)

2.1 Introduction

25

(2)

2.2 Why Use Design for Six Sigma in the Service Industry?

27

(3)

2.3 Design for Six Sigma Phases for Service Product

30

(12)

2.4 Design for Six Sigma Phases for Service Process

42

(5)

Chapter 3. Value Creation for Service Product

47

(10)

3.1 Introduction

47

(1)

3.2 Value and Its Elements

48

(7)

3.3 Maximize Customer Value by Service Product Design

55

(2)

Chapter 4. Customer Survey Design, Administration, and Analysis

57

(26)

4.1 Introduction

57

(8)

4.2 Survey Instrument Design

65

(7)

4.3 Administering the Survey

72

(1)

4.4 Survey Sampling Method and Sample Size

73

(10)

Chapter 5. Customer Value Management

83

(18)

5.1 Introduction

83

(1)

5.2 Market-Perceived Quality Profile

84

(4)

5.3 Market-Perceived Price Profile

88

(1)

5.4 Customer Value Map

89

(5)

5.5 Competitive Customer Value Analysis

94

(1)

5.6 Customer Value Deployment

94

(7)

Chapter 6. Quality Function Deployment

101

(28)

6.1 Introduction

101

(2)

6.2 History of QFD

103

(1)

6.3 QFD Benefits, Assumptions, and Realities

103

(1)

6.4 QFD Methodology Overview

104

(7)

6.5 Kano Model of Quality

111

(1)

6.6 QFD Analysis

112

(1)

6.7 Example

113

(9)

6.8 QFD Case Study: Yaesu Book Center

122

(4)

6.9 Summary

126

(3)

Chapter 7. Value Engineering

129

(58)

7.1 Introduction

129

(4)

7.2 Information Phase

133

(31)

7.3 Creative Phase

164

(2)

7.4 Evaluation Phase

166

(6)

7.5 Planning Phase

172

(2)

7.6 Reporting Phase

174

(2)

7.7 Implementation Phase

176

(4)

7.8 Value-Engineering Case Studies

180

(7)

Chapter 8. Brand Development and Brand Strategy

187

(40)

8.1 Introduction

187

(3)

8.2 The Anatomy of Brands

190

(16)

8.3 Brand Development

206

(21)

Chapter 9. Theory of Inventive Problem Solving (TRIZ)

227

(72)

9.1 Introduction

227

(4)

9.2 TRIZ Fundamentals

231

(12)

9.3 TRIZ Problem-Solving Process

243

(3)

9.4 Technical Contradiction Elimination and Inventive Principles

246

(8)

9.5 TRIZ Applications in the Service Industry

254

(1)

9.6 Business Inventive Principles

255

(29)

Appendix A: Contradiction Table of Inventive Principles

284

(6)

Appendix B: Business Contradiction Matrix

290

(9)

Chapter 10. Design and Improvement of Service Processes- Process Management

299

(94)

10.1 Introduction

299

(4)

10.2 Process Basics

303

(8)

10.3 Process Types and Process Performance Metrics

311

(44)

10.4 Process Mapping

355

(7)

10.5 Lean Operation Principles

362

(15)

10.6 Process Management Procedures

377

(3)

10.7 A Process Management Case Study

380

(13)

Chapter 11. Statistical Basics and Six Sigma Metrics

393

(20)

11.1 Introduction

393

(1)

11.2 Descriptive Statistics

394

(5)

11.3 Random Variables and Probability Distributions

399

(6)

11.4 Quality Measures and Six Sigma Metrics

405

(8)

Chapter 12. Theory of Constraints

413

(18)

12.1 Introduction

413

(3)

12.2 Basic Concepts in the Theory of Constraints

416

(5)

12.3 Theory of Constraints Implementation Process

421

(6)

12.4 Change Management

427

(4)

References

431

(6)

Index

437

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Design for Six Sigma for Service

Summary

Author Biography

Table of Contents

Supplemental Materials