For Six Sigma professionals taking on the challenges of mapping quality procedures for service sectors, there's no better guide than quality expert Kai Yang's Design for Six Sigma for Service. This comprehensive handbook aggressively tackles the difficulties involved in applying rigorous Six Sigma statistical methods to service environments. It delivers solid, effective solutions that can help any organization achieve measurable gains in customer satisfaction, cost reduction, value improvement, change management, and process performance. Featuring detailed design guidance and valuable tips, this book provides the specifics quality managers need to create product value through improved service practices.
Design for Six Sigma for Service provides:
Hardcore, working statistical tools for achieving peak performance
Money-saving, efficiency-boosting service procedures
Measurement, analytical, and problem-solving tools for any service-oriented venue
Design, implementation, embedding, and optimization strategies
DFSS in service organizations * Value analysis and enhancement * Lean operation and process analysis * Process design: deployment and management * Customer analysis * Service quality measures * Theory of inventive problem solving for service * Theory of constraints * Change management * Statistical methods in service DFSS
Preface
Acknowledgments
Chapter 1 : Six Sigma in Service Organizations
Chapter 2 : Design for Six Sigma Road Map for Service
Chapter 3 : Value Creation for Service Product
Chapter 4 : Customer Survey Design, Administration, and Analysis
Chapter 5 : Customer Value Management
Chapter 6 : Quality Function Deployment
Chapter 7 : Value Engineering
Chapter 8 : Brand Development and Brand Strategy
Chapter 9 : Theory of Inventive Problem Solving (TRIZ)
Chapter 10 : Design and Improvement of Service Processes-Process Management
Chapter 11 : Statistical Basics and Six Sigma Metrics
Chapter 12 : Theory of Constraints
References
Index
