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The six sigma handbook a complete guide

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The six sigma handbook a complete guide

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() The Six Sigma Handbook Revised and Expanded A Complete Guide for Green Belts, Black Belts, and Managers at All Levels THOMAS PYZDEK McGraw Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto Copyright © 2003 by The McGraw HIll Companies, Inc All rights reserved Manufactured in the United States of America Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or d.

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Mục lục

  • Copyright

  • Contents

  • Preface

  • Introduction

  • PART I Six Sigma Implementation and Management

    • CHAPTER 1 Building the Six Sigma Infrastructure

      • WHAT IS SIX SIGMA?

      • IMPLEMENTING SIX SIGMA

      • CHANGE AGENT COMPENSATION AND RETENTION

      • CHAPTER 2 Six Sigma Goals and Metrics

        • ATTRIBUTES OF GOOD METRICS

        • SIX SIGMA VERSUS TRADITIONAL THREE SIGMA PERFORMANCE

        • THE BALANCED SCORECARD

        • STRATEGY DEPLOYMENT PLAN

        • INFORMATION SYSTEMS REQUIREMENTS

        • DASHBOARD DESIGN

        • SETTING ORGANIZATIONAL KEY REQUIREMENTS

        • CHAPTER 3 Creating Customer-Driven Organizations

          • ELEMENTS OF CUSTOMER-DRIVEN ORGANIZATIONS

          • SURVEYS AND FOCUS GROUPS

          • CALCULATING THE VALUE OF RETENTION OF CUSTOMERS

          • KANO MODEL OF CUSTOMER EXPECTATIONS

          • QUALITY FUNCTION DEPLOYMENT (QFD)

          • THE SIX SIGMA PROCESS ENTERPRISE

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