Page 291 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Theory of Inventive Problem Solving (TRIZ) 259

• Franchise fast-food outlets have local dishes in addition to normal
product range.
• Casual (dress-down) days.
• Introduce “Corporate Jester” (e.g., British Airways) as a method of
encouraging out-of-the-box thinking.
• Red team/blue team proposal preparation structures.
• Quiet work areas.

B. Make Each Part of an Object Function in Conditions Most Suitable
for Its Operation

• Empowerment of individuals.
• Have each employee’s workplace customized to his or her ergonomic
and psychological needs.
• Working hours phased to accommodate people working on inter-
national, shifted time-zone projects.
• Customizable software.

C. Make Each Part of an Object Fulfill a Different and Useful Function
• Organizational division by function rather than product.
• Staff specialists in centers of excellence.
• Position factory or distribution center near customers.
• Hire local people to acquire cultural knowledge of local customers.
• Kids areas in restaurants, etc.

Principle 4. Asymmetry

A. Change the Shape of an Object from Symmetrical to Asymmetrical
• Proportionately more P or more S in the Deming PDSA cycle.
• Skewed normal distributions.
• Use a different marketing approach for each class of clients. (Combine
with segmentation and local quality—make each class smaller to be
sure the approach is exactly tailored to it.)
• Budget for different departments individually rather than using a
constant percentage increase or reduction for all departments.

B. If an Object Is Asymmetrical, Change Its Degree of Asymmetry
• 360° appraisals.
• More equitable two-way dialog between management and workers.
• Shift away from calendar-influenced sales bias [e.g., shift from annual
to bi-annual car registration dates (to reduce August sales peak),
greeting card companies, etc.].