Page 48 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

30 Chapter Two

1. Since redesign occurs frequently in the service industry, the project
road map that we selected is DMADV (define, measure, analyze,
design, verify) instead of IDOV (identify, design, optimize, verify),
because IDOV is more appropriate for completely new design projects
in the manufacturing industry.
2. Since service product design and service process design usually go
hand in hand, we are providing DFSS road maps for both the service
product design and service process design.

2.3 Design for Six Sigma Phases for Service Product

DFSS for service product has the following five phases:

1. Define (D) the project goals.
2. Measure (M) and determine customer needs and specifications.
3. Analyze (A) the design options to meet customer needs.
4. Design (D) (in detail) the service product to meet customer needs.
5. Verify (V) the design performance and ability to meet customer needs.

2.3.1 Phase 1: Define

The objective of this phase is to define the DFSS project goals and scope.
This phase has the following steps.

Step 1: Draft Project Charter
• Business case
• Goals and objectives of the project
• Milestones
• Project scope, constraints, and assumptions
• Team memberships
• Roles and responsibilities
• Preliminary project plan

Step 2: Identify the Key Customers of Services
In this step, customers are fully identified and their needs collected and
analyzed, with the help of customer surveys.

Step 3: Identify Customer and Business Requirements
In this step, customers are fully identified and their needs collected and ana-
lyzed, with the help of quality function deployment (QFD) and Kano analysis.