An Introduction to Six Sigma and Process Improvement (with CD-ROM)

by Evans, James R.; Lindsay, William M.

• ISBN13: 9780324300758
• ISBN10: 0324300751
• Edition: 1st
• Format: Paperback
• Copyright: 2004-11-18
• Publisher: South-Western College Pub

Summary

Find out why many businesses preferentially hire Six Sigma trained candidates. AN INTRODUCTION TO SIX SIGMA AND PROCESS IMPROVEMENT shows you the essence and basics of Six Sigma, as well as how Six Sigma has brought a renewed interest in the principles of total quality to cutting-edge businesses. Six Sigma has taken the corporate world by storm. Find out how you can use it to improve your work performance and your personal marketability with AN INTRODUCTION TO SIX SIGMA AND PROCESS IMPROVEMENT.

Table of Contents

Preface	ix
Part I Principles of Six Sigma	1	(50)
The Foundations of Six Sigma: Principles of Quality Management	2	(27)
Business Performance Improvement and Six Sigma	2	(3)
The Evolution of Six Sigma	5	(5)
From Craftsmanship to the Industrial Revolution	5	(1)
The Early Twentieth Century	5	(2)
Post--World War II	7	(1)
The U.S. ``Quality Revolution''	7	(1)
Early Successes in Quality Management	8	(1)
The Rise and Fall of TQM	8	(1)
Enter Six Sigma	9	(1)
Quality as a Business Performance Metric	10	(3)
Quality from the Design Perspective	11	(1)
Quality from the Customer Perspective	11	(1)
Quality from the Operations Perspective	11	(1)
Customer-Driven Quality	12	(1)
Quality Principles and Six Sigma	13	(3)
Customer Focus	13	(1)
Participation and Teamwork	14	(1)
Process Focus and Continuous Improvement	15	(1)
Six Sigma and Competitive Advantage	16	(3)
Six Sigma and Business Results	17	(2)
Case Study: The Evolution of Quality at Xerox: From Leadership through Quality to Lean Six Sigma	19	(10)
Review Questions	25	(1)
Discussion Questions	25	(1)
Things to Do	26	(1)
Endnotes	27	(2)
Principles of Six Sigma	29	(22)
Process Concepts and Systems Thinking	29	(2)
Systems Thinking	31	(1)
The Six Sigma Body of Knowledge	31	(4)
Metrics and Measurement	35	(4)
The Statistical Basis of Six Sigma	36	(3)
Six Sigma Problem Solving	39	(4)
The DMAIC Methodology	40	(3)
Six Sigma In Service Organizations	43	(2)
Case Study: Ford's Drive To Six Sigma Quality	45	(6)
Review Questions	47	(1)
Discussion Questions	47	(1)
Things to Do	48	(1)
Problems	48	(1)
Endnotes	49	(2)
Part II Six Sigma DMAIC Methodology	51	(176)
Project Organization, Selection, and Definition	52	(40)
Organizing for Six Sigma Projects	52	(10)
Six Sigma Project Management	52	(3)
Project Reviews	55	(1)
Six Sigma Project Teams	56	(6)
People Skills	62	(4)
Skills for Team Leaders	62	(1)
Skills for Team Members	63	(1)
Team Dynamics	64	(2)
Six Sigma Project Selection	66	(10)
Factors in Project Selection	68	(1)
Cost of Quality	69	(3)
Pareto Analysis	72	(2)
Process Definition	74	(1)
Models for Project Selection	75	(1)
Project Definition	76	(5)
High Level Process Maps: SIPOC	77	(1)
Identifying Customer CTQs	78	(3)
Project Review---Define Phase	81	(1)
Case Study: Defining the ``Not Found'' Project at Fidelity Investments	82	(10)
Review Questions	86	(1)
Discussion Questions	87	(1)
Things to Do	88	(1)
Problems	89	(1)
Endnotes	90	(2)
Process Measurement	92	(40)
Process Metrics	92	(5)
Identifying and Selecting Process Metrics	94	(3)
Data Collection	97	(6)
Check Sheets	98	(1)
Sampling and Sampling Error	99	(4)
Data Summarization	103	(6)
Descriptive Statistics	103	(1)
Statistical Calculations with Microsoft Excel	104	(1)
Histograms	105	(3)
Charts and Graphs	108	(1)
Measurement System Evaluation	109	(7)
Metrology	109	(2)
Measurement System Evaluation and Verification	111	(3)
Calibration	114	(2)
Process Capability Evaluation	116	(6)
Process Capability Studies	116	(4)
Process Capability Indexes	120	(2)
Benchmarking	122	(2)
Project Review---Measure Phase	124	(1)
Case Study: Measurement for Process Improvement at Middletown Regional Hospital	125	(7)
Review Questions	127	(1)
Discussion Questions	128	(1)
Things to Do	129	(1)
Problems	129	(2)
Endnotes	131	(1)
Process Analysis	132	(33)
Statistical Methods in Six Sigma	132	(2)
Probability Distributions	134	(4)
Important Probability Distributions	135	(3)
Basic Statistical Methods	138	(8)
Statistical Inference	139	(3)
Enumerative and Analytic Studies	142	(1)
Regression and Correlation	143	(1)
Analysis of Variance (ANOVA)	144	(2)
Tools for Process Analysis	146	(11)
Process Mapping	147	(2)
Value Stream Mapping	149	(1)
Statistical Thinking for Understanding Process Variation	149	(6)
Root Cause Analysis	155	(1)
Cause-and-Effect Diagrams	155	(2)
Project Review---Analyze Phase	157	(1)
Case Study: Applying Statistical Analysis in a Six Sigma Project at GE Fanuc	157	(8)
Review Questions	161	(1)
Discussion Questions	162	(1)
Things to Do	162	(1)
Problems	163	(1)
Endnotes	164	(1)
Process Improvement	165	(30)
Principles of Process Improvement	166	(2)
Flexibility and Cycle Time Reduction	167	(1)
Breakthrough Improvement	167	(1)
Tools for Process Improvement	168	(8)
Analyzing Process Maps	169	(1)
Kaizen Blitz	170	(1)
Poka-Yoke (Mistake-Proofing)	170	(5)
Creative Thinking	175	(1)
Six Sigma and Lean Production	176	(4)
Lean Six Sigma and Services	178	(2)
Implementation Planning	180	(3)
The Deming Cycle	180	(1)
The Seven Management and Planning Tools	181	(2)
Project Review---Improve Phase	183	(1)
Case Study: An Application of Six Sigma to Reduce Medical Errors	183	(12)
Review Questions	185	(1)
Discussion Questions	186	(1)
Things to Do	186	(1)
Problems	187	(7)
Endnotes	194	(1)
Process Control	195	(32)
Control Systems	195	(4)
Documentation and Audits	197	(1)
Control in Services	198	(1)
Statistical Process Control	199	(5)
SPC Metrics	199	(1)
Run Charts and Control Charts	200	(2)
Capability and Control	202	(2)
Constructing and Using Control Charts	204	(13)
Control Charts for Variable Data	205	(2)
Microsoft Excel Templates	207	(1)
Interpreting Patterns in Control Charts	208	(2)
Control Charts for Attributes	210	(2)
Attributes Charts with Variable Sample Size	212	(2)
Other Types of Control Charts	214	(2)
Controlling Six Sigma Processes	216	(1)
Project Review---Control Phase	217	(4)
Case Study: Using a Control Chart in a Receiving Process	221	(6)
Review Questions	221	(1)
Discussion Questions	221	(1)
Things to Do	222	(1)
Problems	222	(4)
Endnotes	226	(1)
Part III Design for Six Sigma	227	(70)
Design for Six Sigma---Concept and Design Development	228	(43)
Overview of DFSS	228	(2)
Concept Development	230	(1)
Understanding the Voice of the Customer	230	(1)
Concept Engineering	231	(2)
Design Development	233	(1)
Quality Function Deployment	234	(9)
The House of Quality	235	(7)
Beyond the House of Quality	242	(1)
Detailed Design and Analysis	243	(2)
Design for Manufacturability	244	(1)
Design Failure Mode and Effects Analysis	245	(1)
Reliability Prediction In DFSS	246	(12)
Basic Concepts and Definitions	247	(1)
Reliability Measurement	248	(4)
Reliability and the Exponential Distribution	252	(2)
Predicting System Reliability	254	(4)
Case Study: The Pivot Initiative at Midwest Bank	258	(13)
Review Questions	264	(1)
Discussion Questions	264	(1)
Things to Do	265	(1)
Problems	266	(4)
Endnotes	270	(1)
Design for Six Sigma---Optimization and Verification	271	(26)
Design Optimization and Verification	271	(1)
Design of Experiments	272	(3)
Factorial Experiments	273	(2)
Taguchi Methods For Robust Design	275	(4)
Setting Tolerances with the Taguchi Loss Function	275	(4)
Design for Reliability	279	(2)
Reliability Evaluation	281	(1)
Simulation In DFSS	282	(8)
Process Simulation	283	(3)
Monte-Carlo Simulation	286	(1)
Applying Monte-Carlo Simulation in Six Sigma: Catapult Design	287	(3)
Design Verification	290	(1)
Case Study: Using DOE to Evaluate Battery Life	290	(7)
Review Questions	293	(1)
Discussion Questions	293	(1)
Things to Do	293	(1)
Problems	294	(2)
Endnotes	296	(1)
Part IV Six Sigma Implementation	297	(20)
Implementing Six Sigma	298	(19)
Principles for Six Sigma Implementation	298	(3)
Project Management	301	(1)
Organizational Culture and Change Management	302	(5)
Cultural Values	302	(2)
The Role of Employees in Cultural Change	304	(2)
Managing Change	306	(1)
Enterprise Leadership	307	(3)
Leadership and Strategic Planning	309	(1)
Leadership, Strategy, and Organizational Structure	309	(1)
Knowledge Management	310	(2)
Case Study: Six Sigma Integration at Samsung	312	(5)
Review Questions	314	(1)
Discussion Questions	314	(1)
Things to Do	315	(1)
Endnotes	315	(2)
Appendix A	317	(1)
Appendix B	318	(1)
Index	319