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

by Gitlow, Howard S.; Levine, David M.; Popovich, Edward A.

• ISBN13: 9780131855243
• ISBN10: 0131855247
• Edition: 1st
• Format: Hardcover w/CD
• Copyright: 2006-01-01
• Publisher: FT Press

Summary

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 SigmaR Management improvement model: Define, Measure, Analyse, Design, and Verify/Validate. Outputs from Minitab, JMP, and SigmaFlow are illustrated and provided on CD-ROM and through downloadable date sets and templates.

Table of Contents

Acknowledgments and Thanks	xx
About the Authors	xxi
Preface	xxiii
PART I: DESIGN FOR SIX SIGMA BASICS	1	(74)
Foundations of Six Sigma Management	3	(28)
Successful Applications of Six Sigma Management	4	(1)
Key Ingredients for Success with Six Sigma Management	5	(1)
Benefits of Six Sigma Management	6	(1)
Fundamentals of Improving a Product, Service, or Process	7	(16)
Process Basics (Voice of the Process [VoP])	7	(8)
Definitions of Six Sigma Management (Relationship Between VoC and VoP)	15	(7)
The DMAIC Model for Improvement	22	(1)
Fundamentals of Inventing--Innovating a Product, Service, or Process	23	(5)
Invention	23	(1)
Innovation	24	(2)
Design for Six Sigma (DFSS)	26	(1)
Fundamental Principles of ``Design for Six Sigma''	26	(1)
Leverage from Professional Design Methods	27	(1)
The DMADV Model for Invention and Innovation	27	(1)
What Is New about Six Sigma Management?	28	(1)
Six Sigma in Non-Manufacturing Industries	28	(3)
Summary	29	(1)
References	30	(1)
Six Sigma Roles, Responsibilities, and Terminology	31	(18)
Roles and Responsibilities in Six Sigma Management	32	(6)
Senior Executive	32	(1)
Executive Committee	33	(1)
Champion	33	(1)
Process Owner	34	(1)
Master Black Belt	34	(1)
Black Belt	35	(1)
Green Belt	36	(2)
Technical Terminology of Six Sigma Management	38	(11)
Summary	47	(1)
References	48	(1)
Macro Model of Six Sigma Management (Dashboards)	49	(26)
Beginning Six Sigma Management	50	(4)
Starting Six Sigma Management	50	(1)
Energy for Transformation to Six Sigma Management	50	(1)
Initiating Action for Six Sigma Management	51	(1)
Retaining Outside Counsel	51	(1)
Window of Opportunity Opens	52	(1)
Develop a Six Sigma Transformation Plan	52	(2)
Window of Opportunity Begins to Close	54	(1)
Implement the Transformation Plan	54	(1)
Benefits of a Dashboard	54	(1)
Structure of a Dashboard	55	(1)
Components of a Dashboard	55	(6)
Mission Statement	55	(1)
Key Objectives (as Measured by Key Indicators)	56	(1)
Key Indicators	57	(2)
Flag Diagrams	59	(1)
Tasks and Projects	60	(1)
Example of a Dashboard	61	(4)
Another Example of a Dashboard	65	(3)
Managing with a Dashboard	68	(1)
Project Prioritization for a Dashboard	68	(3)
Management Decides if a Project Team Is Necessary	71	(1)
Types of Six Sigma Projects	71	(4)
Summary	72	(1)
References	72	(3)
PART II: THE DESIGN FOR SIX SIGMA (DFSS) MODEL	75	(208)
Define Phase	77	(30)
Steps of the Define Phase	78	(1)
Inputs to the Define Phase	78	(1)
Develop the Business Case	79	(2)
Prepare the Opportunity Statement	81	(1)
Develop the Initial Project Objective	82	(1)
Develop the Project Scope	82	(3)
Develop the Project Plan	85	(1)
Develop the Document Control System	86	(1)
Assess the Benefits of the Six Sigma Project	87	(2)
Taxonomy 1: Cost Reduction Versus Cost Avoidance	87	(1)
Taxonomy 2: Tangible Costs Versus Intangible Costs	88	(1)
Dormitory Example	88	(1)
Assess the Risks to the Project's Success	89	(12)
Technical Reasons for Risk	89	(1)
Human Factors Affecting Risk	90	(1)
Team Dynamics Affecting Risk	90	(1)
Planning Issues Affecting Risk	90	(1)
Business Sources of Risk	91	(1)
Organizational and Political Sources of Risk	91	(1)
External Sources of Risk	92	(1)
Identify Risk Elements	92	(3)
Reduce Risk with Risk Reduction Plans	95	(6)
Activate the DFSS Development Team (DT)	101	(1)
Team Formation	101	(1)
Ground Rules	101	(1)
Finalize the Project Objective	102	(1)
Conduct Tollgate Review	103	(1)
Define Phase Tollgate Review Check Sheet	103	(1)
Key Outputs of the Define Phase	104	(3)
Summary	104	(1)
References	105	(2)
Measure Phase	107	(50)
Steps of the Measure Phase	108	(1)
Inputs to the Measure Phase	109	(1)
Market Segmentation	109	(1)
Definition	109	(1)
Finding Cognitive Images with Kano Surveys	110	(2)
Convert Cognitive Images into CTQs with Quality Function Deployment	112	(20)
Introduction	112	(2)
Room 1 in the House of Quality	114	(2)
Room 2 in the House of Quality	116	(1)
Room 3 in the House of Quality	117	(3)
Room 4 in the House of Quality	120	(2)
Room 5 in the House of Quality	122	(1)
Room 6 in the House of Quality	123	(3)
Room 7 in the House of Quality	126	(6)
Select Final Set of CTQs	132	(1)
Develop and Validate a Measurement System for the CTQs	132	(17)
Construct Operational Definitions for CTQs	132	(4)
Establish the Validity of the Measurement System for Each CTQ	136	(13)
Develop a Design Scorecard	149	(1)
Review Intellectual Property Issues	150	(1)
Plan to Manage the Risk	151	(1)
Revise the Project Objective, if Necessary	151	(1)
Update the Multi-Generational Product Plan (MGPP)	151	(1)
Measure Phase Tollgate Review (Check Sheet)	152	(1)
Outputs of the Measure Phase	153	(4)
Summary	154	(1)
References	154	(1)
Appendix 5.1 Using Minitab for Gage R&R Studies	155	(1)
Generating a Gage Run Chart	155	(1)
Generating a Gage R&R Study (Crossed)	155	(1)
Appendix 5.2 Using JMP for Gage R&R Studies	156	(1)
Analyze Phase	157	(50)
Steps of the Analyze Phase	158	(1)
Inputs of the Analyze Phase	159	(1)
Generate High-Level Design Concepts for Critical Parameters	160	(7)
Effort Level Needed to Create Design Concepts	160	(1)
Breaking Down CTQs into CTPs	161	(2)
Using Thinking Habits and Tools for Generating Design Concepts	163	(3)
Using TRIZ for Generating Design Concepts	166	(1)
Benchmarking for Generating Creative Design Concepts	166	(1)
Investigate Alternative Design Concepts for Each Critical Parameter	167	(6)
Reducing the Set of Potential Design Concepts	167	(6)
Create a Limited Set of Potential High-Level Design Concepts	173	(6)
Assess the Risks of the ``Best'' Design Concept	179	(5)
Sources of Risk	179	(1)
Purpose of Risk Management	180	(1)
Method 1: Identifying Risk Elements Using FMEA	180	(1)
Method 2: Identifying Risk Elements Using Hazard Analysis	180	(2)
Method 3: Identifying Risk Elements Using a Risk Abatement Plan	182	(2)
Optimize the Total Life Cycle Cost (TLCC) of the Design	184	(2)
Definition of Total Life Cycle Cost (TLCC)	184	(1)
Relationship Between Design and Total Life Cycle Cost	184	(1)
Using TLCC to Reduce the Set of Potential Designs	185	(1)
Develop a Process Model for the Best Design	186	(17)
Definition of a Model	186	(1)
Types of Models	186	(1)
Benefits of a Model	187	(1)
Steps for Developing a Process Model of a Design	187	(1)
Static Process Models of a Design	188	(6)
Dynamic Process Models of a Design	194	(9)
Transfer High-Level Design to Process Owner with Design Scorecards	203	(1)
Conduct Analyze Phase Tollgate Review (Check Sheet)	204	(2)
Outputs from the Analyze Phase	206	(1)
Summary	206	(1)
References	206	(1)
Design Phase	207	(42)
Steps of the Design Phase	209	(1)
Inputs of the Design Phase	209	(1)
Constructing a Detailed Design	209	(3)
Developing Elements of the Detailed Design	209	(1)
Identifying the Specific Details for CTPs with QFD	210	(1)
QFD Methodology Flow	210	(2)
Develop Detailed CTPs for CTQs and High-Level CTPs	212	(11)
Language of CTQs and CTPs	212	(1)
Flow-Up CTPs	213	(4)
Flow-Down CTQs	217	(6)
Create a Comprehensive Set of Detailed CTPs	223	(1)
Operationally Define Each Detailed CTP	224	(1)
Validate the Measurement System for Each Detailed CTP	224	(1)
Establish Baseline Capabilities for Each CTQ and CTP	224	(18)
Background	224	(1)
Collect and Analyze Baseline Data for Appropriate Detailed CTPs	224	(5)
Estimate Process Capability for Appropriate Detailed CTPs	229	(13)
Conduct a Capacity Analysis	242	(1)
Perform a FMEA of the Detailed CTPs	242	(1)
Constructing Detailed Design Scorecards	243	(1)
Performing Accounting Analysis	244	(2)
Prepare a Control and Verification Plan	246	(1)
Conduct Design Phase Tollgate Review (Check Sheet)	247	(1)
Outputs of the Design Phase	248	(1)
Summary	248	(1)
References	248	(1)
Verify/Validate Phase	249	(34)
Steps of the Verify/Validate Phase	250	(1)
Inputs to the Verify/Validate Phase	251	(1)
Build a Prototype of the Detailed Design	251	(4)
Definition of Prototyping	251	(1)
Traditional Prototyping Methods for Products (Tool and Die)	251	(1)
Rapid Prototyping Methods for Products	252	(1)
Rapid Prototyping Methods Useful for Services	253	(2)
General Rules for Rapid Prototyping of Services	255	(1)
Pilot Test the Prototype of the Detailed Design	255	(4)
Purpose of a Pilot Test	255	(1)
Objectives of a Pilot Test	256	(2)
Develop a Plan for Pilot Testing the Prototype	258	(1)
Hold Pilot Release Readiness Review	259	(1)
Conduct Pilot Test of the Prototype of the Detailed Design	259	(1)
Conduct Design Reviews Using Design Scorecards	259	(3)
Decide Whether or Not to Scale-Up Design	262	(1)
Build and Operate Full-Scale Process	262	(1)
Decide if the Full-Scale Process Is Meeting Business Objectives	263	(1)
Financial Objectives	264	(1)
Process Objectives	264	(1)
Customer Objectives	264	(1)
Employee Objectives	264	(1)
Document the Full-Scale Process	264	(2)
ISO 9000 and ISO 14000	265	(1)
Generic Table of Contents of an ISO Standard	265	(1)
Transition Full-Scale Process to Owners with a Control Plan	266	(1)
Conduct Verify/Validate Phase Tollgate Review (Check Sheet)	267	(1)
Close the DMADV Project	267	(1)
Transfer the Lessons Learned from the Project	268	(13)
Introduction	268	(1)
Perceived Attributes of Innovations	268	(1)
Adopter Categories	269	(1)
Innovation-Decision Process	270	(1)
Rate of Adoption	271	(1)
Demand and Supply Factors	271	(1)
Organizational Factors	272	(1)
An Alternative Measure for Rate of Adoption	273	(1)
A Demand-Based Diffusion Strategy	273	(5)
A Demand- and Supply-Based Diffusion Strategy	278	(2)
Consider the Diffusion of a Design Throughout the Entire DMADV Model	280	(1)
Outputs of the Verify/Validate Phase	281	(2)
Summary	281	(1)
References	281	(2)
PART III: DESIGN FOR SIX SIGMA TOOLS AND METHODS	283	(278)
Basics of Statistical Studies	285	(12)
Statistics and Design for Six Sigma	286	(1)
Enumerative and Analytic Studies	287	(1)
Distinguishing Enumerative and Analytic Studies	287	(1)
Types of Variables	287	(1)
Operational Definitions	288	(9)
Summary	289	(1)
References	289	(1)
Appendix 9.1 Introduction to Minitab Version 14	290	(1)
Minitab Overview	290	(1)
Using Minitab Worksheets	290	(1)
Opening and Saving Worksheets and Other Components	290	(3)
Printing Worksheets, Graphs, and Sessions	293	(1)
Appendix 9.2 Introduction to JMP Version 6	294	(1)
JMP Overview	294	(1)
Using JMP Data Tables	294	(3)
Design of Experiments	297	(54)
Design of Experiments: Background and Rationale	298	(1)
Two-Factor Factorial Designs	299	(12)
2k Factorial Designs	311	(16)
Fractional Factorial Designs	327	(24)
Choosing the Treatment Combinations	328	(14)
Summary	342	(1)
References	342	(2)
Appendix 10.1 Using Minitab for the Design of Experiments	344	(1)
Two-Way ANOVA	344	(1)
Main Effects Plot	344	(1)
Interaction Plot	345	(1)
Factorial Design	345	(2)
Fractional Factorial Design	347	(1)
Appendix 10.2 Using JMP for the Design of Experiments	348	(1)
Two-Way ANOVA	348	(1)
Factorial Design	349	(1)
Fractional Factorial Design	349	(2)
Multiple Regression	351	(42)
Review of Simple Linear Regression	352	(4)
Introduction	352	(4)
Developing the Multiple Regression Model	356	(5)
Interpreting the Regression Coefficients	358	(2)
Predicting the Dependent Variable Y	360	(1)
Coefficient of Multiple Determination and the Overall F Test	361	(1)
Coefficients of Multiple Determination	361	(1)
Test for the Significance of the Overall Multiple Regression Model	361	(1)
Residual Analysis for the Multiple Regression Model	362	(2)
Inferences Concerning the Population Regression Coefficients	364	(2)
Tests of Hypothesis	364	(1)
Confidence Interval Estimation	365	(1)
Using Dummy Variables and Interaction Terms in Regression Models	366	(4)
Collinearity	370	(2)
Model Building	372	(8)
The Stepwise Regression Approach to Model Building	374	(1)
The Best-Subsets Approach to Model Building	375	(5)
Model Validation	380	(1)
Logistic Regression	380	(13)
Summary	385	(1)
References	385	(2)
Appendix 11.1 Using Minitab for Multiple Regression	387	(1)
Generating a Multiple Regression Equation	387	(1)
Using Minitab for a Three-Dimensional Plot	387	(1)
Using Minitab for Dummy Variables and Interactions	388	(1)
Using Minitab for Stepwise Regression and Best-Subsets Regression	388	(1)
Using Minitab for Logistic Regression	389	(1)
Appendix 11.2 Using JMP for Multiple Regression	390	(1)
Generating a Multiple Regression Equation	390	(1)
Using JMP for Dummy Variables	390	(1)
Using JMP for Interactions	391	(1)
Using JMP for Stepwise Regression and All Possible Regressions	391	(1)
Using JMP for Logistic Regression	392	(1)
Additional Tools and Methods	393	(24)
Brainstorming	394	(4)
Procedure	394	(1)
Rules	395	(1)
Example	396	(2)
Affinity Diagram	398	(4)
Construction	398	(1)
Example	399	(3)
Cause-and-Effect Diagram and Matrix	402	(2)
Construction	402	(1)
Constructing a Cause-and-Effect Diagram Using an Affinity Diagram	403	(1)
Check Sheets	404	(2)
Attribute Check Sheet	404	(1)
Measurement Check Sheet	405	(1)
Defect Location Check Sheet	405	(1)
Stratification	406	(5)
Stratification and Pareto Diagrams	406	(2)
Stratification and Cause-and-Effect (C&E) Diagrams	408	(1)
Stratification with Pareto Diagrams and Cause-and-Effect Diagrams	408	(2)
Stratification with Control Charts, Pareto Diagrams, and Cause-and-Effect Diagrams	410	(1)
Other Combinations of Tools for Stratification	410	(1)
Gantt Chart	411	(6)
Construction	411	(1)
Summary	412	(1)
References	413	(1)
Appendix 12.1 Using Minitab for the Cause-and-Effect Diagram	414	(2)
Appendix 12.2 Using JMP for the Cause-and-Effect Diagram	416	(1)
Discrete Event Simulation Models	417	(40)
What Is Simulation?	418	(1)
Applications of Simulation	418	(2)
Why Use Simulation Modeling?	420	(1)
Advantages of Simulation	421	(1)
Precautions When Using Simulation	421	(1)
Pitfalls of Simulation Models	422	(1)
Simulation Terminology	422	(7)
Definition of a System	423	(6)
How Discrete Event Simulation Works	429	(9)
Basics	429	(9)
Simulation Project Management	438	(6)
Project Definition	439	(5)
Optimizing a Process Using Design of Experiments from Simulations	444	(3)
Introduction	444	(1)
Setting Up a 2k Full Factorial Experiment	444	(1)
Analyzing 2k Full Factorial Experiments	445	(2)
Service Industry Application Using the SigmaFlow Software Package	447	(10)
Introduction	447	(1)
A Service Industry Application	448	(1)
Assumptions	449	(1)
Performance Measures	449	(1)
Building the Model	450	(1)
Defining the Data for Individual Objects	451	(1)
Setting the Simulation Clock	452	(1)
Running the Model	453	(1)
Collecting Results	453	(2)
Results Summary	455	(1)
Observations	456	(1)
Summary	456	(1)
References	456	(1)
Articulating the Voice of the Stakeholder	457	(52)
Market Segmentation	458	(9)
Definition	458	(1)
Segmentation Criteria	458	(1)
Segmentation Variables	458	(9)
Kano Surveys	467	(42)
Introduction	467	(1)
Level A Survey---Improved or Less Expensive Designs	468	(1)
Level B Survey---Major New Features of Existing Designs	468	(1)
Stage One: Collect ``Voice of the User'' (VoU) and ``Voice of the Customer'' (VoU) Data	469	(4)
Stage Two: Analyze ``Voice of the User'' and ``Voice of the Customer'' Data	473	(2)
Stage Three: Develop New Features	475	(10)
Stage Four: Evolve Strategies for New Features	485	(19)
Level C Survey---Entirely New Designs	504	(1)
Stage One: Collect ``Voice of the People'' (VoP) Data	505	(1)
Stage Two: Analyze Circumstantial Issues	505	(1)
Stage Three: Develop Features of New Product	506	(1)
Stage Four: Decide Strategic Themes	506	(1)
Summary	507	(1)
References	507	(2)
Enhancing Creativity to Develop Alternative Designs	509	(22)
Using de Bono's Thinking Habits and Tools to Generate Alternative Design Concepts	510	(5)
Summary	514	(1)
Using TRIZ to Generate Alternative Design Concepts	515	(14)
Introduction	515	(1)
40 Inventive Principles of TRIZ with Service Examples	515	(8)
39 Contradictions of TRIZ	523	(6)
Conclusion	529	(1)
Using Benchmarking to Generate Alternative Design Concepts	529	(2)
Summary	530	(1)
References	530	(1)
Appendix 15.1 Full Contradictions Matrix	530	(1)
Professional Interpersonal Behavior Skills, Team Behavior Skills, and Six Sigma Management	531	(30)
Professional Interpersonal Behavior Skills	532	(16)
Assertive Behavior	532	(9)
``I'' Messages	541	(3)
Creating ``No Lose'' or ``Win-Win'' Solutions to Conflicts	544	(4)
Professional Team Behavior Skills	548	(6)
Psychology of Teams	548	(1)
Stages in the Life of Teams	548	(1)
Individual Versus Team Decision Making	549	(1)
Building a Successful Six Sigma Project Team	549	(1)
Characteristics of a Team Leader	550	(1)
Guidelines for Reacting to Team Problems	550	(1)
Creative Techniques to Resolve Team Problems	551	(3)
Product Development Team Basics	554	(7)
Concurrent Engineering	554	(1)
Principles	554	(1)
Benefits	555	(1)
Model of Concurrent Engineering	556	(1)
Specific Issues of Product Development Teams (PD Teams)	556	(1)
Management Reviews of Six Sigma Team Projects	557	(1)
Variation Analysis	558	(1)
Summary	559	(1)
References	560	(1)
PART IV: DESIGN FOR SIX SIGMA CASE STUDY	561	(70)
Six Sigma DMADV Case Study	563	(68)
Background	564	(1)
Define Phase	564	(10)
Measure Phase	574	(16)
Select Final Set of CTQs	586	(1)
Develop a Design Scorecard	587	(2)
Review Intellectual Property Issues	589	(1)
Analyze Phase	590	(16)
Introduction	590	(1)
Part 1: Design Generation (Generating Design Concepts for Critical Parameters)	590	(3)
Part 2: Design Analysis (Alternative Design Concepts for Critical Parameters)	593	(2)
Part 3: Risk Analysis (Assessing Risk of the ``Best'' Design Concept)	595	(10)
Optimizing the Total Life Cycle Cost (TLCC) of the Design	605	(1)
Part 4: Design Model (Develop a High-Level Model for the Design)	606	(1)
Design Phase	606	(16)
Identify the Detailed CTPs Using QFD	606	(6)
Create Operational Definition for Each CTQ and CTP	612	(2)
Estimate the Risks of the Detailed Design	614	(1)
Develop a Detailed Design Scorecard for the Detailed Design	614	(1)
Conduct an Accounting Analysis of the Detailed Design	615	(1)
Mistake-Proof the Detailed Design	616	(1)
Conduct a Tollgate Review of the Design Phase	617	(2)
Prepare a Control and Verification Plan	619	(3)
Verify/Validate Phase	622	(9)
Build a Prototype of the Detailed Design	622	(3)
Pilot Test the Prototype of the Detailed Design	625	(1)
Conduct Design Reviews Using Design Scorecards	625	(3)
Decide Whether or Not to Scale-Up Design	628	(1)
Build and Operate Full-Scale Process	628	(1)
Decide if Full-Scale Process Is Meeting Business Objectives	628	(1)
Document the Full-Scale Process	628	(1)
Transition Full-Scale Process to Owners with a Control Plan	628	(1)
Close the DMADV Project	629	(1)
Transfer the Lessons Learned from the Project	629	(1)
Summary	629	(2)
PART V: DESIGN FOR SIX SIGMA CERTIFICATION	631	(32)
DFSS Champion and Green Belt Certification at the University of Miami	633	(30)
Certification at the University of Miami	634	(1)
DFSS Certification Examinations	635	(1)
Costs for DFSS Certification Examinations	635	(1)
Application Process	636	(1)
Sample DFSS Certification Examination Review Questions with Answers	636	(26)
DFSS Green Belt Project	662	(1)
Summary	662	(1)
Appendix A Summation Notation	663	(4)
Appendix B Statistical Tables	667	(14)
Appendix C Documentation of Data Files	681	(2)
Index	683

Excerpts

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