El-Haik, Basem / Roy, David M. Service Design for Six Sigma A Roadmap for Excellence
1. Edition - July 2005 99.90 Euro 2005. 448 Pages, Hardcover ISBN-10: 0-471-68291-8 ISBN-13: 978-0-471-68291-2 - John Wiley & Sons
Short description Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects in any process, from manufacturing to transactional and from product to service. Design for Six Sigma documents how service and process design and redesign are typically approached. The book compares and contrasts this approach with the Design for Six Sigma Methodologies. It establishes a roadmap to integrate Six Sigma methodology into corporate America with emphasis on supply chain process as an example for yielding lasting change and higher levels of business performance. The book brings together two driving forces, Service Design and Six Sigma, and shows how the synergy of these efforts can accelerate the value creation.
From the contents 1. Service Design.
2. What is Six Sigma.
3. Introduction to Service Design for Six Sigma.
4. Service Design for Six Sigma Deployment.
5. Service DFSS Project Road Map.
6. Service DFSS Transfer Function and Scorecards.
7. Quality Function Deployment (QFD).
8. Process Modeling and Process Management.
9. Theory of Inventive Problem Solving (TRIZ) for Services.
