Page 8 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

vi Contents

Chapter 7. Value Engineering 129
7.1 Introduction 129
7.2 Information Phase 133
7.3 Creative Phase 164
7.4 Evaluation Phase 166
7.5 Planning Phase 172
7.6 Reporting Phase 174
7.7 Implementation Phase 176
7.8 Value-Engineering Case Studies 180
Chapter 8. Brand Development and Brand Strategy 187
8.1 Introduction 187
8.2 The Anatomy of Brands 190
8.3 Brand Development 206
Chapter 9. Theory of Inventive Problem Solving (TRIZ) 227
9.1 Introduction 227
9.2 TRIZ Fundamentals 231
9.3 TRIZ Problem-Solving Process 243
9.4 Technical Contradiction Elimination and Inventive Principles 246
9.5 TRIZ Applications in the Service Industry 254
9.6 Business Inventive Principles 255
Appendix A: Contradiction Table of Inventive Principles 284
Appendix B: Business Contradiction Matrix 290
Chapter 10. Design and Improvement of Service Processes—
Process Management 299
10.1 Introduction 299
10.2 Process Basics 303
10.3 Process Types and Process Performance Metrics 311
10.4 Process Mapping 355
10.5 Lean Operation Principles 362
10.6 Process Management Procedures 377
10.7 A Process Management Case Study 380

Chapter 11. Statistical Basics and Six Sigma Metrics 393
11.1 Introduction 393
11.2 Descriptive Statistics 394
11.3 Random Variables and Probability Distributions 399
11.4 Quality Measures and Six Sigma Metrics 405
Chapter 12. Theory of Constraints 413
12.1 Introduction 413
12.2 Basic Concepts in the Theory of Constraints 416
12.3 Theory of Constraints Implementation Process 421
12.4 Change Management 427
References 431
Index 437