Page 58 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design for Six Sigma Road Map for Service 39

accomplished by “good old ways.” However, there are several noncon-
ventional design alternatives. For the functions

1. (Customers) obtain information on available food items
2. (Customers) select food items
3. Record selected food items
the design alternatives could be
1. Customer-operated terminal system: A hand-touch screen is available at
the vicinity of each dinner table, the menu appears on the screen, and
explanations and pictures of each item can be shown. Customers can
make their selections on the terminal; the selections can be confirmed at
the terminal and sent to the kitchen. The screen will indicate when the
meal is ready. Of course, the customer can choose to have a waiter, but if
customers choose to use the touch screen, the tip can be waived. The
potential benefits of this design include shortened ordering time and
reduced ordering errors.
2. Menu designed with check boxes: Customers can check the items they
want and give the menu to the waiter. The potential benefits of this design
include an easy and quick customer ordering process.
3. Waiter food expertise training: Waiters receive food expertise training
including the history of menu items, ingredients used, and cooking
techniques. The potential benefit of this design alternative is the ability to
provide better information about food items to customers.
4. Dim sum–type ordering and delivery: The foods are cooked and put in
containers, the containers are put on carts, and the waiters move the carts
around the dining area allowing customers to see immediately what they
will get and to order on the spot.
Step 3: Evaluate Design Alternatives

Several design alternatives might be generated in this last step. We need to
evaluate them and make a final determination on which concept will be
used. Many methods can be used for design evaluation, including the Pugh
concept selection technique, and design reviews. After design evaluation, a
winning concept will be selected. During the evaluation, many weaknesses
of the initial set of design concepts will be exposed and the concepts will be
revised and improved.

DFSS tools used in this phase are
• TRIZ
• QFD
• Value engineering
• Brand development
• Design review
• Simulation