Page 11 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Preface ix

Chapter 2 introduces DFSS and discusses how itshould be implemented in
service industries. In this book, DFSS for service includes two distinct
aspects—DFSS for service products and DFSS for service delivery process.
The DFSS roadmap for service products and DFSS roadmap for service
delivery process are discussed separately.

Chapters 3 through 9 are methodology chapters on DFSS for service
products, which discuss important methods that are useful in DFSS for
service products. Specifically, Chapter 3 discusses the concept of customer
value and how to create value by service product design. Value creation is a
key component for business success.

In order to design the services that are attractive to customers, we first need
to know “what customers want.” Chapter 4 discusses customer survey
design, administration, and analysis. The customer survey is an important
activity for obtaining the voice of customers.

Chapter 5 discusses customer value management, which is an important
technique to design the survey and obtain key information to develop service
designs that are attractive to customers and are competitive in the market
place.

Chapter 6 presents the quality deployment method (QFD), a powerful
method to guide and plan activities to achieve customer desires. QFD was
originally developed in Japan and is now widely used all over the world.
Two examples of applying QFD in service industries are presented.
Chapter 7 presents the method of value engineering. Value engineering is an
effective method of designing products or services that can satisfy design
objectives, yet minimize cost.
Chapter 8 discusses brand development and brand strategy. The success of
a service organization is largely dependent on its brand image and customer
opinion. Designing of a service product should be consistent with its desired
brand image.

Chapter 9 presents the theory of inventive problem solving (TRIZ), which
was developed in the former Soviet Union. TRIZ is a very powerful method
that makes innovation a routine activity. TRIZ was first developed for
technical innovation. Recently, there have been some good extensions of
TRIZ into business innovation practices. This chapter will start with general
discussions of TRIZ, followed by TRIZ practices in service industries.