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Chapter
2
Design for Six Sigma
Road Map for Service
2.1 Introduction
This chapter provides an introduction to Design for Six Sigma (DFSS)
theory, implementation processes, and applications. The material presented
herein is intended to give the reader an understanding of what DFSS is and
of its uses and benefits. After reading this chapter, readers should have a suf-
ficient knowledge of DFSS to assess how it could be used in relation to their
jobs and to identify their needs for further learning.
The theoretical foundation for DFSS comes from several sources:
• Customer-oriented design
• System design and creative design
• Taguchi method and “fire-prevention” philosophy
2.1.1 Customer-Oriented Design
The customer-oriented design is a development process of transforming
customers’ wants into design solutions that are useful to the customer. In
simple words, customer-oriented design translates the voice of the customer
(VOC) into products and services. Firms listening to the VOC have dis-
covered that the financial results are tremendous, with returns occurring
roughly one to two years after deployment. Companies as varied as
Cummins, 3M, Samsung, and Bank of America are publicized examples.
Bank of America alone noted that it has captured over a billion dollars due
to added revenue generation.
Several important methods that relate to customer-oriented design
originated from Japan, including quality function deployment (QFD)
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