Page 493 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Index 451

Technology in inventions, 228–229 function modeling and functional analysis
Telephone service processes, 5, 341–344 in, 231–236
Telephone surveys, 59 ideality in, 237–238
administering, 72–73 inventive principles in
advantages and disadvantages of, 59 business, 255–283
Theory of inventive problem solving (TIPS). contradiction table of, 284–289
See TRIZ (theory of inventive problem regular, 246–254
solving) problem-solving process in, 243–246
Thin and flexible principle, 275–276 resources in, 236–237
Threatening survey questions, 69 S-curves and evolution of technical
Throughput systems in, 240–243
in constraint theory, 415, 417–418 service industry applications of, 254–255
in processes for value deployment, 56
manufacturing, 324 Turn lemons into lemonade principle, 270–271
office, 327–328
pure service shop, 334 U
service factory, 331 Uncontrollable factors in brand
Time pressure of surveys, 58 development, 209–210
Time resources in TRIZ, 236 Uniqueness in brand positioning, 219
Time to complete in project shop Units of analysis in survey sampling,73–75
processes, 345 Universality principle, 260–261
Time to market in brand development, 209 Unnecessary costs, 129
Time waiting for assistance in retail service Unpaced assembly lines, 322
store processes, 337 Unspoken wants, 111
Tools Upper-level management support in change
in Six Sigma, 17 management, 429
in TRIZ, 230, 245–246 Use value, 54
Total costs in cost visibility analysis, 137 Users in product brands, 195
Training Uses in product brands, 195
equipment users, 306
in process excellence, 310 V
Six Sigma, 16 Validation
survey interviewers, 64 in DFSS service process design, 46
Transaction costs in office processes, 328 in DFSS service product design, 42
Transaction processes, 326–329 Validation plans for processes, 379
Transportation processes, 5, 349–351 Value
Transportation time, 350 analyzing, 56
Travel costs, 350 in brand positioning, 219
Tree diagrams, 105 creating, 47–48
Tree pattern for survey questions, 71 deploying, 56
TRIZ (theory of inventive problem solving) elements of, 48–51
contradictions in, 227 maximizing, 55–56
analysis of, 245 metrics for, 51–53
business contradiction matrices, 290–297 versatility and dynamics of, 53–55
definition, 230 Value councils, 179
eliminating, 246–254 Value engineering, 129–132
physical, 239–240 case studies
table of inventive principles, 284–289 automobile dealership construction,
technical, 238–239 180–181
in DFSS, 19 engineering department organization
elements in, 230–231 analysis, 181–185