Page 482 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

440 Index

Cushioning principle, 263 Decision-making in process excellence,
Customer-oriented design, 25–26 310–311
Customer service quality and interaction in Declined stage in technical system
processes, 3, 8, 10–11 evolution, 243
logistics and distribution, 348 Defects in processes
office, 328 office, 327
professional service, 340 pure service shop, 333
pure service shop, 334 service factory, 330
retail service store, 337–338 Define, Measure, Analyze, Design, and
service factory, 330 Verify (DMADV) procedure, 20
telephone service, 343 Define phase
transportation, 350 in DFSS service process design, 42–43
Customer surveys, 57 in DFSS service product design, 30–34
administering, 72–73 Delivery
instrument design, 64 in logistics and distribution processes, 347
length, 71–72 in project shop processes, 344–345
question order, 70–71 in service, 3, 8–9, 11, 23
question types, 65–69 Demand-driven production systems,
question wording, 69–70 373–374
interviewer selection and training, 64 Demographics in brand development,
sample size determination for, 78–82 209–210
sampling methods in, 73–78 Dependent events, 414
stages of, 60–65 Dependent functions in FAST diagrams,
types of, 57–60 154
use of, 61–62 Deploying value, 56
Customers Descriptive statistics
in brand strategy, 213–214 graphical, 394–396
desirability indexes, 108 numerical, 396–399
needs and requirements Design
in DFSS design phase, 30–34 for Lean Six Sigma, 20–21
in value creation, 56 in process management, 302–303
in quality function deployment in service, 23
attributes, 106–107, 123 for value maximization, 55–56
competitive assessments, 110–111 Design for Six Sigma. See DFSS (Design for
intent, 106 Six Sigma)
value for Design phase
in business excellence, 21 in DFSS service process design, 45–46
competitive analysis, 94 in DFSS service product design, 40–41
deployment, 94–99 Design process, 378–379
maps, 89–93 DFSS (Design for Six Sigma), 18–20
Cycle time in value stream mapping, 367 customer-oriented design in, 25–26
in service industry, 27–30
D service process design phases, 42–43
Data analysis of surveys, 65 analyze, 44–45
Data collection define, 42–43
in DFSS analyze phase, 45 design, 45–46
in process diagnosis, 378 measure, 43–44
Data-driven management, 393 verify, 46
Davis’s brand image model, 200–203 service product design phases, 30
DBR (drum-buffer-rope) strategy, 423–424 analyze, 36–39