Page 491 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Index 449

Response rates of surveys, 58–59 Screening techniques in value engineering
Restaurant service job plans, 166–172
analyze phase in, 36–39 Secondary functions for information
customer needs for, 31–34 phase, 143
Results Secondary research, 60
of surveys, 61–62 Secondary useful functions, 231–232
in TRIZ, 230, 245 Segmentation principle, 257–258
Retail service store processes, 4, 336–339 Selection
Return on brand development, 223 survey interviewers, 64
Revenue in service organizations, 6 survey samples, 64
Revisions in value stream mapping, 360 in value engineering job plans, 169–172
Rework Self-analysis in brand strategy, 214–216
in professional service processes, 340 Self-expressive benefits in brands, 199
in project shop processes, 345 Self-service principle, 273
Roadblocks in value engineering job plans, Serial flow patterns, 319
174 Service
Robustness DFSS for. See DFSS (Design for
in DFSS service product design, 40 Six Sigma)
in product design and development Six Sigma for, 21–23
processes, 314 system design and creative design in,
ROI (rate of return) in constraint 26–27
theory, 417 Service costs
Roles in business excellence, 21 in pure service shop processes, 335
Rollout in service factory processes, 331
in DFSS service process design, 46 Service factors in value, 51
in DFSS service product design, 42 Service factory processes, 329–332
Roofs in quality function deployment, Service industry applications of TRIZ,
109–110 254–255
Rope in DBR strategy, 424 Service organizations, 1–6
Routing in job shop processes, 316–317 Six Sigma in. See Six Sigma overview
success factors for, 6–12
S Service processes, 3
S-curves in TRIZ, 240–243, 245 Service products, 2–3
Samples of data, 399 in DFSS. See DFSS (Design for Six Sigma)
Sampling for surveys value creation in, 47–48
methods for value maximization in, 55–56
cluster, 77 Service time in processes
frames, 63–64, 73–75 professional service, 340
nonprobability, 75–78 pure service shop, 334
probability, 75–76 service factory, 330
random, 76 telephone service, 342
systematic, 76–77 Shipment damage and loss, 347
selection process, 64 Shopping carts, 338
size, 64, 78–82 Short-living objects principle, 274
Scales for survey questions, 66–68 Shortages in purchasing and supply
Schedules for surveys, 63 processes, 352
Science in inventions, 228–229 Sidewalk surveys, 78
Scope Significance in quality function deployment,
in FAST diagrams, 152 113
in information development, 138 Simulation in process diagnosis, 378
in product brands, 194 Single-piece flow, 370–372