Offering a comprehensive guide to consistent, high-quality service for any organization, "Service Design for Six Sigma: A Roadmap for Excellence" (Wiley; June 2005; $84.95; Cloth; 0-471-68291-8; http://www.wiley.com/WileyCDA/WileyTitle/productCd-0471682918.html) presents an easy-to-master, yet highly effective data-driven method that prevents defects in any type of service process. Known as Design for Six Sigma (DFSS), this method provides a proactive approach that leads to what the authors call "a whole quality business." Not only does a whole quality business produce high-quality products and services, but it also operates at lower cost and higher efficiency throughout the entire life cycle.
Following a detailed overview that introduces the basic premise and key concepts of service DFSS, this book comprehensively covers the philosophical, organizational, and technical aspects of this method. Equipping readers with the necessary skills to apply DFSS to organizational settings, "Service Design for Six Sigma" discusses innovation, interface management, and Voice of Customer (VOC) process integration, as well as axiomatic design, design for X, the theory of inventive problem solving, transfer function, design scorecards, and Taguchi's method.
Incorporating the Information and Tools Needed to Take Advantage of Service DFSS, This Resource Features:
- Practical, illustrative examples that demonstrates how to apply theory to practice
- End-of-chapter problems and solutions that facilitate understanding of topics covered
- A Java-based software package that implements axiomatic design processes. Available for download from an accompanying Wiley ftp site, Acclaro DFSS Light® is a software product of Axiomatic Design Solutions, Inc.
About the Authors:
Basem El-Haik, Ph.D., is founder of Six Sigma Professionals, Inc., a firm providing Six Sigma and DFSS implementation, training, and consulting for industries ranging from financial services to high technology. A well-known speaker on the subject, Dr. Basem has served as Director of Enterprise Excellence at Textron, Inc. and authored Axiomatic Quality: Integrating Axiomatic Design with Six-SIGMA, Reliability, and Quality Engineering.
David M. Roy is Vice President of Textron Six Sigma at the Systems Division of Textron, Inc. Mr. Roy has extensive experience in Six Sigma, holding senior leadership positions at numerous companies in the areas of supply chain, Six Sigma, and business transformation.
ISBN expands to 13 digits in 2007!
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