Page 61 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

42 Chapter Two

Step 2: Validation and Process Control
In this step we will validate the service process capability of the new service
and make sure that the actual process capability is acceptable. The process
control procedures will be established.

Step 3: Full Commercial Rollout and Handover to New Process Owner
As the new service is validated and process control is established, we will
launch a full-scale commercial rollout, which together with the supporting
processes can be handed over to design and process owners, complete with
requirements settings and control and monitoring systems. The DFSS tools
used in this phase are
• Process capability analysis
• Statistical data collection and analysis
• Poka-Yoke, mistake-proofing
• Process control plan

2.4 Design for Six Sigma Phases for Service Process

Many service process design tasks are process redesign. So a DMADV road
map is used. Chapter 10 of this book has a very comprehensive and in-depth
discussion on service process designs. DFSS for service process also has
five phases:
1. Define (D) the project goals.
2. Measure (M) process performance metrics and determine performance
requirements.
3. Analyze (A) existing design and generate alternative process design
options to meet the performance needs.
4. Design (D) (in detail) the process and evaluate design alternatives.
5. Verify (V) the process performance and ability to meet performance
needs.

2.4.1 Phase 1: Define

The objective of this step is to define the DFSS project goals and scope.
This phase has the following steps.

Step 1: Draft Project Charter
• Business case
• Goals and objectives of the project