Page 294 - Design for Six Sigma for Service (Six SIGMA Operational Methods)
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262 Chapter Nine
B. To Compensate for the Weight (Downward Tendency) of an Object, Make It
Interact with the Environment (e.g., Use Global Lift Forces)
• A small company is lifted by a resource—use of a transportation
network, etc.—to the level of the larger companies.
• Political parties boost poll ratings by attaching themselves to popular
causes.
• Attach product and service marketing to customer and business
driving forces (megatrends—aging population, desire for flexibility,
simplicity, etc.).
Principle 9. Preliminary Antiaction
A. If It will be Necessary to Perform an Action with Both Harmful and Useful
Effects, this Action Should be Replaced with Antiactions to Control Harmful
Effects
• When making a public announcement, include all the information, not
just the harmful parts (e.g., Johnson & Johnson’s handling of the
Tylenol tampering case).
• Use formal risk assessment methods to quantify risk and identify mit-
igation actions before (and during) a project.
• Customer trials and segmented launch of (high-risk) new products (e.g.,
film companies film several endings to a movie and trial them with
different audiences before finalizing selection).
• Use of voluntary redundancy, pay cuts, short-time working, or job-
sharing as alternatives to downsizing.
B. Create Beforehand Stresses in an Object That will Oppose Known
Undesirable Working Stresses Later on
• Epson product development engineers spend time as sales and then
service staff before they are allowed to work on product development
activities. Prior to a layoff, prepare compensation, outplacement, and
communication packages for all affected employees.
• Team-building tasks are done before the real project starts.
• Negotiate upfront stage payment in long-term contract.
Principle 10. Preliminary Action
A. Perform, Before It Is Needed, the Required Change of an Object
(Either Fully or Partially)
• Project preplanning.
• Perform noncritical path tasks early (where circumstances permit).