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Extra info for Design for Six Sigma for Service (Six SIGMA Operational Methods)
Sample text
Define (D) the project goals. Measure (M) and determine customer needs and specifications. Analyze (A) the design options to meet customer needs. Design (D) (in detail) the service product to meet customer needs. Verify (V) the design performance and ability to meet customer needs. 1 Phase 1: Define The objective of this phase 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 Milestones Project scope, constraints, and assumptions Team memberships Roles and responsibilities Preliminary project plan Step 2: Identify the Key Customers of Services In this step, customers are fully identified and their needs collected and analyzed, with the help of customer surveys.
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. 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 Design for Six Sigma Road Map for Service • • • • • 43 Milestones Project scope, constraints, and assumptions Team memberships Roles and responsibilities Preliminary project plan Step 2: Identify the Key Customers of the Process In this step, customers are fully identified and their needs collected and analyzed.
The following are some general design principles that can help in developing service designs that have high capability and robustness (Ramaswamy 1996): • Selection of technologies with large capacities so that resources are not stressed 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.
