A service is typically something created to serve a paying customer whether internal or external. Some services consist of several processes linked together while others consist of a single process. This book introduces Design for Six Sigma (DFSS), an easy-to-master, yet highly effective data-driven method that prevents defects in any type of service process. The particular focus of this publication is service DFSS, which leads to what the authors term "a whole quality business", one that takes a proactive stance and gets things right the first time. Not only does the whole quality business produce a high-quality product and offer high-quality services, but it also operates at lower cost and higher efficiency, throughout the entire lifecycle, than its competitors because all of the links in the supply chain are optimized.
Following a detailed overview that sets forth the basic premise and key concepts of service DFSS, the authors offer readers all the information and tools needed to take advantage of service DFSS within their own organizations, including:
Dr. Basem Haik is the CEO and President of Six Sigma Professionals, Inc. in Canton, Michigan, USA, and an author of many books on the subject of Design For Six Sigma (Design For Six Sigma: A Roadmap For Product Development by McGraw Hill Inc.; Axiomatic Quality by John Wiley & Sons; Service Design For Six Sigma: A Roadmap for Excellence by John Wiley & Sons, etc.) in addition to over 30 technical papers. Dr. El-Haik holds a Ph.D. degree in Industrial Engineering from Wayne State University and a Doctorate of Engineering in Manufacturing from University of Michigan?Ann Arbor. Dr. El-Haik is a well know figure in the DFSS domain and a speaker on the subject in many technical conferences. His wealth encompasses 15 years in Six Sigma, DFSS, Lean Manufacturing, Robustness and Reliability Engineering arenas. Dr. El-Haik led several DFSS deployments initiatives at Ford Motor Company and Textron Inc. developing win-win partnerships across the entire product value chain, basically, serving as a ?change agent?. Through his career Dr. El-Haik trained, certified, coached and mentored over 400 belts (Green Belts, Black belts and Master Black Belts) in DFSS and Six Sigma in both tracks: product and service (transactional).