Page 12 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

x Preface

Chapters 10 and 12 are methodology chapters on DFSS for service
processes. Chapter 10 gives a very comprehensive discussion of service
process design and improvement. All service delivery processes can be
classified into the following 10 categories as follows:

• Office processes
• Service factory
• Pure service shop
• Retail service store
• Professional service
• Telephone service
• Project shop
• Transportation service
• Logistics and distribution
• Purchasing and supply chain
In this chapter, we discuss each of these processes in detail, and present
many effective process diagnosis, design, and improvement methods, such
as value stream mapping and lean operation principles. A detailed service
process redesign case study is presented at the end of this chapter.

Chapter 12 discusses the theory of constraint, which is an excellent method
to analyze and improve service processes in an efficient manner.
Chapter 11 is a reference chapter, which provides the necessary statistical
background for service DFSS practitioners.

This book presents DFSS for the service environment in a very clear way and
provides practical guidance for Six Sigma practitioners in service industries.

Kai Yang