Page 7 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

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CONTENTS

Preface vii
Acknowledgments xi
Chapter 1. Six Sigma in Service Organizations 1
1.1 Introduction to the Service Industry 1
1.2 Success Factors for Service Organizations 6
1.3 Overview of Six Sigma 12
1.4 Six Sigma for Service 21

Chapter 2. Design for Six Sigma Road Map for Service 25
2.1 Introduction 25
2.2 Why Use Design for Six Sigma in the Service Industry? 27
2.3 Design for Six Sigma Phases for Service Product 30
2.4 Design for Six Sigma Phases for Service Process 42
Chapter 3. Value Creation for Service Product 47
3.1 Introduction 47
3.2 Value and Its Elements 48
3.3 Maximize Customer Value by Service Product Design 55
Chapter 4. Customer Survey Design, Administration, and Analysis 57
4.1 Introduction 57
4.2 Survey Instrument Design 65
4.3 Administering the Survey 72
4.4 Survey Sampling Method and Sample Size 73

Chapter 5. Customer Value Management 83
5.1 Introduction 83
5.2 Market-Perceived Quality Profile 84
5.3 Market-Perceived Price Profile 88
5.4 Customer Value Map 89
5.5 Competitive Customer Value Analysis 94
5.6 Customer Value Deployment 94
Chapter 6. Quality Function Deployment 101
6.1 Introduction 101
6.2 History of QFD 103
6.3 QFD Benefits, Assumptions, and Realities 103
6.4 QFD Methodology Overview 104
6.5 Kano Model of Quality 111
6.6 QFD Analysis 112
6.7 Example 113
6.8 QFD Case Study: Yaesu Book Center 122
6.9 Summary 126

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