Page 60 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design for Six Sigma Road Map for Service 41

• Use of modular designs where it is easy to add incremental capacity
units
• Multiple and backup service centers that provide a better ability to
manage volumes
• Accurate distribution of input volumes by using automated telephone
systems
• Transferring some functional responsibilities to customers through
better partnerships
• Designing processes to address special events or natural disasters
• Automation of routine and repetitive steps
• Process simplification and reduction of steps
• Reduction of paperwork flow through information technology
• Convenient electronic access to documentation
• Procedures for efficient cross-organizational and cross-process handoffs
The DFSS tools used in this phase are
• Design and simulation tools
• Value engineering
• Process management (Chap. 10)
• Statistics, capability analysis (Chap. 11)
• Design review
• Robustness assessment

2.3.5 Phase 5: Verify

The goal of this phase is to verify the design performance and ability to
meet customer needs. This phase has the following activities.

Step 1: Pilot Test and Refining

No service should go directly to market without first piloting and refining.
Here we can use design failure mode effect analysis (DFMEA) as well as pilot
and small-scale implementations to test and evaluate real-life performance.
The detailed activities in this step include the following:
• Select the members of the testing team.
• Select the customers to be involved in the test (by invitation).
• Select the locations for the test.
• Specify the design characteristics to be tested.
• Define the performance measures.
• Conduct test, collect data, and analyze performance.
• Determine causes of performance problems.
• Correct deficiencies in design, implementation, and testing.