Overview
Main description
The primary objective of this new book is to provide a comprehensive reference for those who work in a service industry setting. Unlike Design for Six Sigma a Roadmap for Product Development, this new book will address the 5 leading issues in the service industry, which are customer satisfaction, cost reduction, value improvement, change management and process performance measurements.
Table of contents
DFSS in a Service OrganizationDFSS Roadmap in Service OrganizationsValue Analysis and EnhancementLean Operation and Process AnalysisProcess Design: Deployment and ManagementCustomer AnalysisService Quality MeasuresTheory of Inventive Problem Solving for ServiceTheory of ConstraintsChange ManagementBasic Statistical Methods in Service DFSSAdvanced Statistical Methods in Service DFSS
Author comments
Kai Yang, Ph.D., has wide experience in quality and reliability engineering. The Executive Director of Enterprise Excellence Institute, a renowned quality engineering organization based in West Bloomfield, Michigan, he is co-author of the influential Design for Six Sigma: A Roadmap for Product Development. He is also Professor of Industrial and Manufacturing Engineering at Wayne State University, Detroit.
Back cover copy
EXTEND SIX SIGMA EXCELLENCE TO THE SERVICE SECTOR
For Six Sigma professionals taking on the challenges of mapping quality procedures for service sectors, there's no better guide than quality expert Kai Yang's Design for Six Sigma for Service. This comprehensive handbook aggressively tackles the difficulties involved in applying rigorous Six Sigma statistical methods to service environments. It delivers solid, effective solutions that can help any organization achieve measurable gains in customer satisfaction, cost reduction, value improvement, change management, and process performance. Featuring detailed design guidance and valuable tips, this book provides the specifics quality managers need to create product value through improved service practices.
Design for Six Sigma for Service provides:
- Hardcore, working statistical tools for achieving peak performance
- Money-saving, efficiency-boosting service procedures
- Measurement, analytical, and problem-solving tools for any service-oriented venue
- Design, implementation, embedding, and optimization strategies
DFSS in service organizations * Value analysis and enhancement * Lean operation and process analysis * Process design: deployment and management * Customer analysis * Service quality measures * Theory of inventive problem solving for service * Theory of constraints * Change management * Statistical methods in service DFSS
Bringing Six Sigma efficiency and performance improvements to service sectors raises new challenges for quality managers.
This procedure-intensive operational handbook prepares quality professionals to tackle the mapping of Six Sigma methods to service environments. Kai Yang provides the exact tools needed to improve these costly, critical -- and frequently highly inefficient -- businesses and business sectors.
Focused on procedures that can be put to work immediately in industries such as insurance, financial services, and healthcare, and in service departments, this volume demonstrates how to quickly ensure gains in key measures of quality improvement.
Inside this book are the strategies needed for rapid upgrades in customer satisfaction, performance efficiency, cost reduction, and value improvement. Quality engineers will find all the guidelines and statistical tools they need to:
- Create effective performance measurements in hard-to-assess areas
- Pinpoint functions in need of revision
- Re-engineer processes for greater efficiency and value delivery
- Discover wasteful processes and delete them with surgical skill
- Eliminate flaws in almost all service delivery designs
- Write and orchestrate cost-cutting service delivery strategies
- Add value to preexisting routines without increasing expenditures
- Develop and sell performance-optimization strategies in sectors resistant to change
- Optimize customer satisfaction at reduced cost
- Add robustness to any service package
- Document cost paring, efficiency gains, and increased customer satisfaction
Design for Six Sigma for Service provides hardcore optimization strategies for essential customer-contact business environments. For serious quality professionals determined to bring excellence to the most challenging organizational structures, this book is the perfect tool.
