Page 490 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

448 Index

Proportions, sample size for, 78–81 Questions in surveys
Psychological factors order, 70–71
in service organizations, 6–7 types, 65–69
in value, 50–51 wording, 69–70
Public relations in brand development, 223 Queue length
Pull-based production, 373–374 in checkout lines, 337
Purchasing and supply processes, 5, in service factory processes, 330
352–355 Quick setup time reductions, 375
Pure service shop processes, 4,
332–336 R
Purpose of surveys, 61 Random flow patterns, 319
Push-based production, 374 Random sampling, 76
Random variables, 399–405
Q Ranges, 397–398
QFD. See Quality function deployment (QFD) Ranking in paired comparisons, 171
Quality Rapid development stage in technical system
perceived, 205–206 evolution, 242
in processes Rare events, Poisson distributions for, 404
manufacturing, 323 Rate of return (ROI) in constraint theory, 417
professional service, 340 Rating questions for surveys, 66
project shop, 345 Ratings in quality function deployment,
pure service shop, 334 108–109
retail service store, 337–338 Realistic objectives, 110
service factory, 330 Recovering principle, 277–278
telephone service, 343 Redesign process, 378–379
transportation, 350 Redials in telephone service processes, 342
product brands, 195 Refining
and value, 52–53 in DFSS service process design, 46
Quality function deployment (QFD), in DFSS service product design, 41
101–103 Regulations for processes, 306–307
analysis in, 112–113 Relationship matrices, 107–108, 114–117
benefits, assumptions, and realities in, Relative change principle, 279
103–104 Relative standing, measures of, 398–399
case study, 122–126 Remove tension principle, 263–264
in DFSS, 19 Reneges in telephone service processes, 342
example, 113–122 Reporting phase in value engineering job
history, 103 plans, 132, 174–176
Kano model of quality, 111–112 Reports from surveys, 65
methodology overview, 104–111 Requirements
summary, 126–128 in DFSS service product design, 30–34
for value deployment, 56 in value creation, 56
Quality levels Resonance principle, 268–269
without mean shifts, 409–410 Resources
with mean shifts, 410–411 bottleneck, 414
Quality measures, 405–406 as constraints, 420
process capability indices, 407–409 for processes, 305–307
process performance and capability, 406 mapping, 377
Quality profiles, market-perceived, 84–88 professional service, 340
Questionnaires project shop, 345
length of, 71–72 pure service shop, 335
in quality function deployment, 125 in TRIZ, 230, 236–237