Design for Six Sigma for Green Belts and Champions: Applications for Service Operations--Foundations, Tools, DMADV, Cases, and Certification

Most Six Sigma books are targeted at manufacturers, and don't reflect the unique implementation challenges service companies face. This book fills the gap. Using its practical, start-to-finish guidance, service company teams can utilize Six Sigma to drive powerful bottom-line benefits. The authors systematically introduce the management foundation required to implement Six Sigma successfully. Readers will discover how to lead teams to achieve results in shorter time frames, and present projects to executives concisely and effectively. This book thoroughly covers every stage of the DMADV Design for Six Sigma® Management improvement model: Define, Measure, Analyze, Design, and Verify/Validate. Outputs from Minitab, JMP, and SigmaFlow are illustrated and provided on CD-ROM and through downloadable date sets and templates.

Acknowledgments and Thanks  xx

About the Authors  xxi

Preface  xxiii

 

Part I: Design for Six Sigma Basics  1

Chapter 1: Foundations of Six Sigma Management  3

Chapter 2: Six Sigma Roles, Responsibilities, and Terminology  31

Chapter 3: Macro Model of Six Sigma Management (Dashboards)  49

 

Part II: The Design for Six Sigma (DFSS) Model  75

Chapter 4: Define Phase  77

Chapter 5: Measure Phase  107

Chapter 6: Analyze Phase  157

Chapter 7: Design Phase  207

Chapter 8: Verify/Validate Phase  249

 

Part III: Design for Six Sigma Tools and Methods  283

Chapter 9: Basics of Statistical Studies  285

Chapter 10: Design of Experiments  297

Chapter 11: Multiple Regression  351

Chapter 12: Additional Tools and Methods  393

Chapter 13: Discrete Event Simulation Models  417

Chapter 14: Articulating the Voice of the Stakeholder  457

Chapter 15: Enhancing Creativity to Develop Alternative Designs  509

Chapter 16: Professional Interpersonal Behavior Skills, Team Behavior Skills, and Six Sigma Management  531

 

Part IV: Design for Six Sigma Case Study  561

Chapter 17: Six Sigma DMADV Case Study  563

 

Part V: Design for Six Sigma Certification  631

Chapter 18: DFSS Champion and Green Belt Certification at the University of Miami  633

 

Appendix A: Summation Notation  663

Appendix B: Statistical Tables  667

Appendix C: Documentation of Data Files  681

 

Index  683