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Leading the Future in Product Development


Service Design for Six Sigma: A Roadmap for Excellence

General Systems Engineering & Management: Service Design for Six Sigma: A Roadmap for Excellence

Service Design for Six Sigma: A Roadmap for Excellence

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:

  • Clear and in-depth coverage of the philosophical, organizational and technical aspects of service DFSS
  • Step-by-step roadmap of the entire service DFSS deployment and execution process
  • Full discussions of all the key methods involved in service DFSS, including axiomatic design, design for X, the theory of inventive problem solving (TRIZ), transfer function, design scorecards, and Taguchi?s method
  • Practical, illustrative examples that demonstrate how the theory is put into practice
  • Assistance in developing the necessary skills in applying DFSS in organizational settings
  • Acclaro DFSS Light®, a JAVA-based software package that implements axiomatic design processes discussed in Chapter Eight, is available for download from an accompanying Wiley ftp site. Acclaro DFSS Light is a software product of Axiomatic Design Solutions, Inc.

About the author:

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).