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SERVICE DESIGN FOR SIX SIGMA A Road Map for Excellence BASEM EL-HAIK DAVID M. ROY A WILEY-INTERSCIENCE PUBLICATION ffirs.qxd 5/11/2005 12:05 PM Page iii
SERVICE DESIGN FOR SIX SIGMA ffirs.qxd 5/11/2005 12:05 PM Page i
ffirs.qxd 5/11/2005 12:05 PM Page ii
SERVICE DESIGN FOR SIX SIGMA A Road Map for Excellence BASEM EL-HAIK DAVID M. ROY A WILEY-INTERSCIENCE PUBLICATION ffirs.qxd 5/11/2005 12:05 PM Page iii
Copyright © 2005 by John Wiley & Sons, Inc. All rights reserved. Published by John Wiley & Sons, Inc., Hoboken, New Jersey Published simultaneously in Canada. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008. Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representation or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. For general information on our other products and services please contact our Customer Care Department within the U.S. at 877-762-2974, outside the U.S. at 317-572-3993 or fax 317-572-4002. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print, however, may not be available in electronic format. Library of Congress Cataloging-in-Publication Data is available. ISBN-13 978-0-471-68291-2 ISBN-10 0-471-68291-8 Printed in the United States of America. 10987654321 ffirs.qxd 5/11/2005 12:05 PM Page iv 978-646-8600, or on the web at www.copyright.com. Requests to the Publisher for permission should
To our parents, families and friends for their continuous support ffirs.qxd 5/11/2005 12:05 PM Page v
ffirs.qxd 5/11/2005 12:05 PM Page vi
1. Service Design 1 1.1 Introduction 1 1.2 What is Quality? 2 1.3 Quality Operating System and Service Life Cycle 4 1.3.1 Stage 1: Idea Creation 4 1.3.2 Stage 2: Voice of the Customer and Business 4 1.3.3 Stage 3: Concept Development 5 1.3.4 Stage 4: Preliminary Design 6 1.3.5 Stage 5: Design Optimization 7 1.3.6 Stage 6: Verification 7 1.3.7 Stage 7: Launch Readiness 7 1.3.8 Stage 8: Production 8 1.3.9 Stage 9: Service Consumption 8 1.3.10 Stage 10: Phase-Out 8 1.3.11 Service Life Cycle and Quality Operating System 8 1.4 Developments of Quality in Service 8 1.4.1 Statistical Analysis and Control 11 1.4.2 Root Cause Analysis 11 1.4.3 Total Quality Management/Control Analysis 12 1.4.4 Design Quality 12 1.4.5 Process Simplification 13 1.4.6 Six Sigma and Design For Six Sigma (DFSS) 13 1.5 Business Excellence: A Value Proposition? 14 1.5.1 Business Operation Model 14 1.5.2 Quality and Cost 15 1.5.3 Quality and Time to Market 16 1.6 Introduction to the Supply Chain 16 1.7 Summary 17 vii CONTENTS ftoc.qxd 5/11/2005 12:09 PM Page vii
2. What Is Six Sigma 19 2.1 Introduction 19 2.2 What Is Six Sigma? 19 2.3 Introduction to Process Modeling 20 2.3.1 Process Mapping 20 2.3.2 Value Stream Mapping 21 2.4 Introduction to Business Process Management 22 2.5 Measurement Systems Analysis 24 2.6 Process Capability and Six Sigma Process Performance 25 2.6.1 Motorola’s Six Sigma Quality 26 2.7 Overview of Six Sigma Improvement (DMAIC) 28 2.7.1 Phase 1: Define 29 2.7.2 Phase 2: Measure 29 2.7.3 Phase 3: Analyze 29 2.7.4 Phase 4: Improve 30 2.7.5 Phase 5: Control 30 2.8 Six Sigma Goes Upstream—Design For Six Sigma 30 2.9 Summary 31 3. Introduction to Service Design for Six Sigma (DFSS) 33 3.1 Introduction 33 3.2 Why Use Service Design for Six Sigma? 34 3.3 What Is Service Design For Six Sigma? 37 3.4 Service DFSS: The ICOV Process 39 3.5 Service DFSS: The ICOV Process In Service Development 41 3.6 Other DFSS Approaches 42 3.7 Summary 43 4. Service Design for Six Sigma Deployment 45 4.1 Introduction 45 4.2 Service Six Sigma Deployment 45 4.3 Service Six Sigma Deployment Phases 46 4.3.1 Predeployment 46 4.3.2 Predeployment considerations 48 4.3.3 Deployment 66 4.3.3.1 Training 67 4.3.3.2 Six Sigma Project Financial Aspects 68 4.3.4 Postdeployment Phase 69 4.3.4.1 DFSS Sustainability Factors 70 4.4 Black Belt and DFSS Team: Cultural Change 72 5. Service DFSS Project Road Map 77 5.1 Introduction 77 5.2 The Service Design For Six Sigma Team 79 5.3 Service Design For Six Sigma Road Map 81 viii CONTENTS ftoc.qxd 5/11/2005 12:09 PM Page viii
. 33 3.2 Why Use Service Design for Six Sigma? 34 3.3 What Is Service Design For Six Sigma? 37 3.4 Service DFSS: The ICOV Process 39 3.5 Service DFSS: The. Phase 5: Control 30 2.8 Six Sigma Goes Upstream Design For Six Sigma 30 2.9 Summary 31 3. Introduction to Service Design for Six Sigma (DFSS) 33 3.1 Introduction
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Xem thêm: Wiley.Service.Design.for.Six.Sigma., Wiley.Service.Design.for.Six.Sigma., Service Design for Six Sigma Deployment 45 Service DFSS Project Road Map 77, Process Modeling and Process Management 141, INTRODUCTION Failure Mode and Effect Analysis FMEA 241, WHAT IS QUALITY? Failure Mode and Effect Analysis FMEA 241, Stage 1: Idea Creation QUALITY OPERATING SYSTEM AND SERVICE LIFE CYCLE, Stage 2: Voice of the Customer and Business, Stage 3: Concept Development QUALITY OPERATING SYSTEM AND SERVICE LIFE CYCLE, Stage 4: Preliminary Design QUALITY OPERATING SYSTEM AND SERVICE LIFE CYCLE, Stage 5: Design Optimization QUALITY OPERATING SYSTEM AND SERVICE LIFE CYCLE, Stage 6: Verification QUALITY OPERATING SYSTEM AND SERVICE LIFE CYCLE, Stage 7: Launch Readiness QUALITY OPERATING SYSTEM AND SERVICE LIFE CYCLE, Stage 8: Production QUALITY OPERATING SYSTEM AND SERVICE LIFE CYCLE, Stage 9: Service Consumption QUALITY OPERATING SYSTEM AND SERVICE LIFE CYCLE, Stage 10: Phase-Out QUALITY OPERATING SYSTEM AND SERVICE LIFE CYCLE, Service Life Cycle and Quality Operating System, Statistical Analysis and Control, Root Cause Analysis DEVELOPMENTS OF QUALITY IN SERVICE, Total Quality ManagementControl DEVELOPMENTS OF QUALITY IN SERVICE, Design Quality DEVELOPMENTS OF QUALITY IN SERVICE, Process Simplification DEVELOPMENTS OF QUALITY IN SERVICE, Six Sigma and Design For Six Sigma DFSS, Business Operation Model BUSINESS EXCELLENCE: A VALUE PROPOSITION?, Quality and Cost BUSINESS EXCELLENCE: A VALUE PROPOSITION?, Quality and Time to Market, INTRODUCTION TO THE SUPPLY CHAIN, SUMMARY Failure Mode and Effect Analysis FMEA 241, INTRODUCTION Failure Mode and Effect Analysis FMEA 241, WHAT IS SIX SIGMA?, Process Mapping INTRODUCTION TO PROCESS MODELING, Value Stream Mapping INTRODUCTION TO PROCESS MODELING, INTRODUCTION TO BUSINESS PROCESS MANAGEMENT, MEASUREMENT SYSTEMS ANALYSIS What are the, Motorola’s Six Sigma Quality, Phase 1: Define OVERVIEW OF SIX SIGMA IMPROVEMENT DMAIC, Phase 2: Measure OVERVIEW OF SIX SIGMA IMPROVEMENT DMAIC, Phase 3: Analyze OVERVIEW OF SIX SIGMA IMPROVEMENT DMAIC, Phase 4: Improve OVERVIEW OF SIX SIGMA IMPROVEMENT DMAIC, Phase 5: Control OVERVIEW OF SIX SIGMA IMPROVEMENT DMAIC, SIX SIGMA GOES UPSTREAM—DESIGN FOR SIX SIGMA, SUMMARY What are the, INTRODUCTION What are the, WHY USE SERVICE DESIGN FOR SIX SIGMA?, WHAT IS SERVICE DESIGN FOR SIX SIGMA?, SERVICE DFSS: THE ICOV PROCESS, SERVICE DFSS: THE ICOV PROCESS IN, OTHER DFSS APPROACHES What are the, SUMMARY What are the, INTRODUCTION What are the, SERVICE SIX SIGMA DEPLOYMENT, Predeployment SERVICE DFSS DEPLOYMENT PHASES, Predeployment Considerations SERVICE DFSS DEPLOYMENT PHASES, Training. The critical steps in DFSS training are 1 determining the con-, Six Sigma Project Financial Aspects. In general, DFSS project finan-, DFSS Sustainability Factors. In our view, DFSS possesses many inher-, BLACK BELT AND DFSS TEAM: CULTURAL CHANGE, INTRODUCTION What are the, THE SERVICE DESIGN FOR SIX SIGMA TEAM, Identify Phase Road Map. DFSS tools used in this phase include see, Service Company Growth and Innovation Strategy: Multigeneration Planning., Research Customer Activities. This is usually done by the service plan-, Service DFSS Phase 2: Characterize Design, Service DFSS Phase 3: Optimize the Design, Service DFSS Phase 4: Validate the Design, SUMMARY What are the, INTRODUCTION What are the, Functional Mapping DESIGN MAPPINGS, Process Mapping DESIGN MAPPINGS, Design Mapping Steps DESIGN MAPPINGS, DFSS Scorecard Development DESIGN SCORECARDS AND TRANSFER FUNCTION, TRANSFER FUNCTION What are the, TRANSFER FUNCTIONS AND OPTIMIZATION, MONTE CARLO SIMULATION What are the, SUMMARY What are the, INTRODUCTION What are the, HISTORY OF QFD What are the, QFD OVERVIEW What are the, QFD METHODOLOGY What are the, HOQ EVALUATION What are the, HOQ 1—“THE CUSTOMER’S HOUSE”, KANO MODEL What are the, HOQ 2 HOQ 3 QFD EXAMPLE, QFD HOQ 2—“TRANSLATION HOUSE” QFD HOQ 3—“DESIGN HOUSE” QFD HOQ 4—“PROCESS HOUSE” SUMMARY, INTRODUCTION What are the, SIPOC PROCESS MODELING TECHNIQUES, Process Mapping PROCESS MODELING TECHNIQUES, What is BPMS? BUSINESS PROCESS MANAGEMENT SYSTEM BPMS, How Is BPMS Implemented?, RELATIONSHIP OF PROCESS MODELING TO DISCRETE, The Generation of FAST. FAST which was developed by Charles W., Axiomatic Design Software. The application of axiomatic design, Axiomatic Design Mapping Example. Here we examine an implementa-, PUGH CONCEPT SELECTION Output CTQ 2 8. Process CTQ CTP, SUMMARY Output CTQ 2 8. Process CTQ CTP, INTRODUCTION Output CTQ 2 8. Process CTQ CTP, TRIZ HISTORY Output CTQ 2 8. Process CTQ CTP, Analytical Tools Knowledge-Based Tools, TRIZ PROBLEM SOLVING FLOWCHART, Itself IDEAL FINAL RESULT, Ideality Checklist IDEAL FINAL RESULT, Ideality Equation IDEAL FINAL RESULT, BUILD SUFFICIENT FUNCTIONS Output CTQ 2 8. Process CTQ CTP, HARMFUL FUNCTION ELIMINATION Output CTQ 2 8. Process CTQ CTP, INVENTIVE PRINCIPLES Output CTQ 2 8. Process CTQ CTP, DETECTION AND MEASUREMENT TRIZ ROOT CAUSE ANALYSIS, EVOLUTIONARY TRENDS OF TECHNOLOGICAL SYSTEMS, TRANSITIONS FROM TRIZ EXAMPLES, SUMMARY Output CTQ 2 8. Process CTQ CTP, INTRODUCTION Output CTQ 2 8. Process CTQ CTP, HISTORY AND EVOLUTION Output CTQ 2 8. Process CTQ CTP, Design for Product Service DFPS, The DFMA Approach DESIGN FOR PROCESSABILITY, DESIGN FOR TESTABILITY AND INSPECTABILITY, SUMMARY Output CTQ 2 8. Process CTQ CTP, INTRODUCTION Output CTQ 2 8. Process CTQ CTP, FMEA FUNDAMENTALS Output CTQ 2 8. Process CTQ CTP, SERVICE DESIGN FMEA DFMEA, PROCESS FMEA PFMEA Output CTQ 2 8. Process CTQ CTP, Cause-and-Effect Tools FMEA INTERFACES WITH OTHER TOOLS, Quality Systems and Control Plans, INTRODUCTION Output CTQ 2 8. Process CTQ CTP, HYPOTHESIS TESTING Output CTQ 2 8. Process CTQ CTP, DOE Study Definition CLASSICAL DOE BASICS, Selection of the Response, Choice of DOE Factors, Levels, and Ranges, Select DOE Strategy CLASSICAL DOE BASICS, Develop a Measurement Strategy for DOE Experimental Design Selection, Conduct the Experiment CLASSICAL DOE BASICS, Analysis of DOE Raw Data, Conclusions and Recommendations CLASSICAL DOE BASICS, FACTORIAL EXPERIMENT Output CTQ 2 8. Process CTQ CTP, MATHEMATICAL TRANSFER FUNCTION MODELS, WHAT IS INTERACTION? Output CTQ 2 8. Process CTQ CTP, ANOVA Steps for a Two Factors, Completely Randomized, The 2 FRACTIONAL FACTORIAL DESIGNS, Half Factional 2 FRACTIONAL FACTORIAL DESIGNS, Design Resolution FRACTIONAL FACTORIAL DESIGNS, Quarter Fraction of 2 FRACTIONAL FACTORIAL DESIGNS, Three-Level Factorial Design OTHER FACTORIAL DESIGNS, Box–Behnken Designs OTHER FACTORIAL DESIGNS, SUMMARY Output CTQ 2 8. Process CTQ CTP, INTRODUCTION Output CTQ 2 8. Process CTQ CTP, ROBUSTNESS OVERVIEW Output CTQ 2 8. Process CTQ CTP, Larger-the-Better Loss Function ROBUSTNESS CONCEPT 1: QUALITY LOSS FUNCTION, Smaller-the-Better Loss Function ROBUSTNESS CONCEPT 1: QUALITY LOSS FUNCTION, ROBUSTNESS CONCEPT 2: SIGNAL, NOISE, AND ROBUSTNESS CONCEPT 3: SIGNAL-TO-NOISE RATIOS, Accumulation Analysis Example ROBUSTNESS CONCEPT 4: ACCUMULATION ANALYSIS, ROBUSTNESS CONCEPT 5: ORTHOGONAL ARRAYS, ROBUSTNESS CONCEPT 6: PARAMETER DESIGN ANALYSIS, SUMMARY Output CTQ 2 8. Process CTQ CTP, INTRODUCTION Output CTQ 2 8. Process CTQ CTP, System Concept SYSTEM MODELING, Modeling Concept SYSTEM MODELING, Types of Models SYSTEM MODELING, System Structure SYSTEM MODELING WITH DISCRETE EVENT, System Layout System Data, System Logic SYSTEM MODELING WITH DISCRETE EVENT, System Statistics SYSTEM MODELING WITH DISCRETE EVENT, System Entities ELEMENTS OF DISCRETE EVENT SIMULATION, System State ELEMENTS OF DISCRETE EVENT SIMULATION, State Variables ELEMENTS OF DISCRETE EVENT SIMULATION, System Events ELEMENTS OF DISCRETE EVENT SIMULATION, System Activities ELEMENTS OF DISCRETE EVENT SIMULATION, System Resources ELEMENTS OF DISCRETE EVENT SIMULATION, System Delay ELEMENTS OF DISCRETE EVENT SIMULATION, System Logic ELEMENTS OF DISCRETE EVENT SIMULATION, Discrete-Event Mechanism DES MECHANISMS, Time-Advancement Mechanism DES MECHANISMS, Random Sampling Mechanism DES MECHANISMS, Statistical Accumulation Mechanism DES MECHANISMS, Animation Mechanism DES MECHANISMS, MANUAL SIMULATION EXAMPLE Output CTQ 2 8. Process CTQ CTP, Variance Reduction Techniques VARIABILITY IN SIMULATION OUTPUTS, SERVICE PROCESSES SIMULATION IMPLICATIONS, SUMMARY Output CTQ 2 8. Process CTQ CTP, INTRODUCTION Output CTQ 2 8. Process CTQ CTP, DESIGN VALIDATION STEPS Output CTQ 2 8. Process CTQ CTP, PROTOTYPE BUILDING Sign off on design 9. Conduct process capability, TESTING Sign off on design 9. Conduct process capability, CONFIDENCE INTERVAL OF SMALL SAMPLE VALIDATION, CONTROL PLANS AND STATISTICAL PROCESS CONTROL, Choosing the Control Chart, Interpreting the Control Chart, STATISTICAL PROCESS CONTROL PROCESS CAPABILITY, SUMMARY Sign off on design 9. Conduct process capability, Processing SUPPLY CHAIN DEFINITION, Asset and Inventory Management, Distribution and Logistics SUPPLY CHAIN DEFINITION, Postservice Support SUPPLY CHAIN DEFINITION, INTRODUCTION SUMMARY Sign off on design 9. Conduct process capability, STAGE 1—IDEA CREATION Sign off on design 9. Conduct process capability, The Voices Risk Assessment, Concept Development STAGE 3—CONCEPT DESIGN, o r s Sign off on design 9. Conduct process capability, STAGE 4—PRELIMINARY DESIGN Sign off on design 9. Conduct process capability, STAGE 5—DESIGN OPTIMIZATION Sign off on design 9. Conduct process capability, STAGE 6—VERIFICATION Sign off on design 9. Conduct process capability, STAGE 7—LAUNCH READINESS Sign off on design 9. Conduct process capability, PRODUCTION Sign off on design 9. Conduct process capability
