Page 306 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

274 Chapter Nine

• Listen to an audiotape instead of attending a seminar.
• Rapid prototyping (e.g., stereolithography).
• Scan rare historic books, and documents so that they are accessible to
all and the original remains protected.
• Lascaux II—reproduction of Lascaux cave paintings which is open to
visitors.
B. Replace an Object, or Process with Optical Copies
• Virtual product service manuals.
• Videoconferencing instead of physical travel.
• Use a central electronic database instead of paper records in cases
where multiple users would benefit from simultaneous access to data,
e.g., medical records, customer data, and engineering drawings.
• Keep your personal calendar on a website so you (and others if desired)
can access it from any computer and it cannot get lost.
C. If Optical Copies are Used, Move to infrared or ultraviolet
(Use an Appropriate Out-of-the-Ordinary Illumination and Viewing Situation)
• Evaluate employee morale using multiple methods such as interviews
and questionnaires (two different “wavelengths”).
• Evaluate customer satisfaction using multiple techniques.
• Have your customers and suppliers benchmark you.

Principle 27. Cheap Short-Living Objects

A. Replace an Expensive Object with a Multiple of Inexpensive Objects,
Compromising Certain Qualities (Such as Service Life, for Instance)
• Use disposable paper objects to avoid the cost of cleaning and storing
durable objects, e.g., plastic cups in motels, disposable diapers, and
many kinds of medical supplies.
• Numerical simulation–operational analysis (virtual war-gaming, virtual
business development, strategic planning modeling).
• Using a flight simulator reduces pilot training costs.

Principle 28. Another Sense
A. Replace a Mechanical Means with a Sensory (Optical, Acoustic, Taste,
or Smell) Means

• “Our goal is that when you turn out the lights and climb into bed, you
think you are at the Hilton”—CEO of budget motel chain.
• Have retail customers enter data by means of a touch screen, instead of
filling out a form that must be keyed in by employees (e.g., wedding
registries use this).