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

“The authors present basic concepts in a refreshing way, and take you step by step through the design process in a congenial format for service organizations. I deeply appreciated the authors’ application of context to embed Six Sigma in the overall strategic and performance framework of an organization. This book’s discussion of strategic alignment is a major contribution to Six Sigma practice.”–Roberto M. Saco, VP Strategic Planning, American Express Company“This book provides an invaluable source of practical advice and serves as a thorough, highly accessible guide to implementing Six Sigma in service organizations. The material is essential to a comprehensive understanding ofSix Sigma and should be of interest to everyone, from top executives, responsible for deploying a strategic plan to implement Six Sigma, to the Green Belts responsible for making that plan a reality.”–Elvira N. Loredo, Associate Operations Researcher, Rand Corporation“The authors have created a superb tutorial for grafting the disciplined tools, methodologies, and culture of Six Sigma into service organizations. Using theseprinciples and practices, management teams can increase the likelihood of catalyzing scarce resources in the relentless pursuit of excellence.”–Steve Sloate, President, Cirra, Inc.“Healthcare is arguably the most complex global industry today. Executive management teams must make it simpler to navigate the complex risks. Regardless of executive background, this book enables a leader to understand how the adoption of Six Sigma in their own culture can unleash creativity and productivity in ways that enhance quality and safety for providers and the patients we serve.”–Gary Strack, President and CEO, Boca Raton Community Hospital“Designing products and services that delight customers and that can be delivered anywhere in the world has become an essential core competency. This book provides an excellent framework for this important topic.”–Ian Hau, Ph.D., Senior Vice President, Global Services for Applications, GlaxoSmithKline“This book provides the perfect blend of tools, methods, applications, and examples to assist organizations in applying DFSS to achieve the next generation of process improvement. Well written, easy to understand, and a ‘must read’ for anyone considering DFSS deployment.”–Gianna C. Clark, Managing Director Six Sigma, Dominion Resources, Inc.If you’re involved in planning, managing, or leading Six Sigma in a service environment, this book is your roadmap to success. Using this book’s practical, start-to-finish guidance, service operations teams can utilize Six Sigma to rapidly innovate new processes, improve existing processes, and drive powerful bottom-line benefits.Design for Six Sigma for Green Belts and Championsintroduces the management foundation required to implement Six Sigma successfully, showing how to use dashboards to align entire organizations behind key objectives. You’ll learn how to overcome project barriers, present projects to executives more effectively, and lead teams to achieve results more rapidly.The authors systematically cover every stage of the DMADV Design for Six Sigma® Management improvement model: Define, Measure, Analyze, Design, and Verify/Validate. They even offer clear, accessible explanations of the statistical methods needed by Champions and Green Belts–illuminating them with example data from actual process designs.Includes downloadable data and step-by-step instructions for using the latest versions of Minitab and JMP for the statistical methods covered in each chapter.Master the statistical techniques every Green Belt needs to implement the DMADV Design for Six Sigma model.Gain hands-on expertise with design of experiments and multiple regression.• The only book with detailed case studies and comprehensive “how-to” guidance for implementing Design for Six Sigma in the service industries• Covers Six Sigma leadership, day-to-day management, teams, statistics, tools, and the entire DMADV process• The only book linked to the University of Miami’s prestigious Six Sigma certification program:includes sample certification examAn accompanying website contains downloadable data for Minitab 14, JMP 6, and sample files for working problems and examples in the book. Cover......Page 1 Contents......Page 5 Acknowledgments and Thanks......Page 21 About the Authors......Page 22 Preface......Page 24 PART I: DESIGN FOR SIX SIGMA BASICS......Page 32 1 FOUNDATIONS OF SIX SIGMA MANAGEMENT......Page 34 1.1 Successful Applications of Six Sigma Management......Page 35 1.2 Key Ingredients for Success with Six Sigma Management......Page 36 1.3 Benefits of Six Sigma Management......Page 37 1.4 Fundamentals of Improving a Product, Service, or Process......Page 38 1.5 Fundamentals of Inventing–Innovating a Product, Service, or Process......Page 54 1.7 Six Sigma in Non-Manufacturing Industries......Page 59 Summary......Page 60 References......Page 61 2 SIX SIGMA ROLES, RESPONSIBILITIES, AND TERMINOLOGY......Page 62 2.1 Roles and Responsibilities in Six Sigma Management......Page 63 2.2 Technical Terminology of Six Sigma Management......Page 69 Summary......Page 78 References......Page 79 3 MACRO MODEL OF SIX SIGMA MANAGEMENT (DASHBOARDS)......Page 80 3.1 Beginning Six Sigma Management......Page 81 3.2 Benefits of a Dashboard......Page 85 3.4 Components of a Dashboard......Page 86 3.5 Example of a Dashboard......Page 92 3.6 Another Example of a Dashboard......Page 96 3.8 Project Prioritization for a Dashboard......Page 99 3.10 Types of Six Sigma Projects......Page 102 References......Page 103 PART II: THE DESIGN FOR SIX SIGMA (DFSS) MODEL......Page 106 4 DEFINE PHASE......Page 108 4.2 Inputs to the Define Phase......Page 109 4.3 Develop the Business Case......Page 110 4.4 Prepare the Opportunity Statement......Page 112 4.6 Develop the Project Scope......Page 113 4.7 Develop the Project Plan......Page 116 4.8 Develop the Document Control System......Page 117 4.9 Assess the Benefits of the Six Sigma Project......Page 118 4.10 Assess the Risks to the Project’s Success......Page 120 4.11 Activate the DFSS Development Team (DT)......Page 132 4.12 Finalize the Project Objective......Page 133 4.14 Define Phase Tollgate Review Check Sheet......Page 134 Summary......Page 135 References......Page 136 5 MEASURE PHASE......Page 138 5.1 Steps of the Measure Phase......Page 139 5.3 Market Segmentation......Page 140 5.4 Finding Cognitive Images with Kano Surveys......Page 141 5.5 Convert Cognitive Images into CTQs with Quality Function Deployment......Page 143 5.7 Develop and Validate a Measurement System for the CTQs......Page 163 5.8 Develop a Design Scorecard......Page 180 5.9 Review Intellectual Property Issues......Page 181 5.12 Update the Multi-Generational Product Plan (MGPP)......Page 182 5.13 Measure Phase Tollgate Review (Check Sheet)......Page 183 5.14 Outputs of the Measure Phase......Page 184 References......Page 185 Appendix 5.1 Using Minitab for Gage R&R Studies......Page 186 Appendix 5.2 Using JMP for Gage R&R Studies......Page 187 6 ANALYZE PHASE......Page 188 6.1 Steps of the Analyze Phase......Page 189 6.2 Inputs of the Analyze Phase......Page 190 6.3 Generate High-Level Design Concepts for Critical Parameters......Page 191 6.4 Investigate Alternative Design Concepts for Each Critical Parameter......Page 198 6.5 Create a Limited Set of Potential High-Level Design Concepts......Page 204 6.6 Assess the Risks of the “Best” Design Concept......Page 210 6.7 Optimize the Total Life Cycle Cost (TLCC) of the Design......Page 215 6.8 Develop a Process Model for the Best Design......Page 217 6.9 Transfer High-Level Design to Process Owner with Design Scorecards......Page 234 6.10 Conduct Analyze Phase Tollgate Review (Check Sheet)......Page 235 References......Page 237 7 DESIGN PHASE......Page 238 7.3 Constructing a Detailed Design......Page 240 7.4 Develop Detailed CTPs for CTQs and High-Level CTPs......Page 243 7.5 Create a Comprehensive Set of Detailed CTPs......Page 254 7.8 Establish Baseline Capabilities for Each CTQ and CTP......Page 255 7.10 Perform a FMEA of the Detailed CTPs......Page 273 7.11 Constructing Detailed Design Scorecards......Page 274 7.12 Performing Accounting Analysis......Page 275 7.13 Prepare a Control and Verification Plan......Page 277 7.14 Conduct Design Phase Tollgate Review (Check Sheet)......Page 278 References......Page 279 8 VERIFY/VALIDATE PHASE......Page 280 8.1 Steps of the Verify/Validate Phase......Page 281 8.3 Build a Prototype of the Detailed Design......Page 282 8.4 Pilot Test the Prototype of the Detailed Design......Page 286 8.5 Conduct Design Reviews Using Design Scorecards......Page 290 8.7 Build and Operate Full-Scale Process......Page 293 8.8 Decide if the Full-Scale Process Is Meeting Business Objectives......Page 294 8.9 Document the Full-Scale Process......Page 295 8.10 Transition Full-Scale Process to Owners with a Control Plan......Page 297 8.12 Close the DMADV Project......Page 298 8.13 Transfer the Lessons Learned from the Project......Page 299 References......Page 312 PART III: DESIGN FOR SIX SIGMA TOOLS AND METHODS......Page 314 9 BASICS OF STATISTICAL STUDIES......Page 316 9.1 Statistics and Design for Six Sigma......Page 317 9.3 Types of Variables......Page 318 9.4 Operational Definitions......Page 319 References......Page 320 Appendix 9.1 Introduction to Minitab Version 14......Page 321 Appendix 9.2 Introduction to JMP Version 6......Page 325 10 DESIGN OF EXPERIMENTS......Page 328 10.1 Design of Experiments: Background and Rationale......Page 329 10.2 Two-Factor Factorial Designs......Page 330 10.3 2[sup(k)] Factorial Designs......Page 342 10.4 Fractional Factorial Designs......Page 358 References......Page 373 Appendix 10.1 Using Minitab for the Design of Experiments......Page 375 Appendix 10.2 Using JMP for the Design of Experiments......Page 379 11 MULTIPLE REGRESSION......Page 382 11.1 Review of Simple Linear Regression......Page 383 11.2 Developing the Multiple Regression Model......Page 387 11.3 Coefficient of Multiple Determination and the Overall F Test......Page 392 11.4 Residual Analysis for the Multiple Regression Model......Page 393 11.5 Inferences Concerning the Population Regression Coefficients......Page 395 11.6 Using Dummy Variables and Interaction Terms in Regression Models......Page 397 11.7 Collinearity......Page 401 11.8 Model Building......Page 403 11.9 Logistic Regression......Page 411 References......Page 416 Appendix 11.1 Using Minitab for Multiple Regression......Page 418 Appendix 11.2 Using JMP for Multiple Regression......Page 421 12 ADDITIONAL TOOLS AND METHODS......Page 424 12.1 Brainstorming......Page 425 12.2 Affinity Diagram......Page 429 12.3 Cause-and-Effect Diagram and Matrix......Page 433 12.4 Check Sheets......Page 435 12.5 Stratification......Page 437 12.6 Gantt Chart......Page 442 Summary......Page 443 References......Page 444 Appendix 12.1 Using Minitab for the Cause-and-Effect Diagram......Page 445 Appendix 12.2 Using JMP for the Cause-and-Effect Diagram......Page 447 13 DISCRETE EVENT SIMULATION MODELS......Page 448 13.2 Applications of Simulation......Page 449 13.3 Why Use Simulation Modeling?......Page 451 13.5 Precautions When Using Simulation......Page 452 13.7 Simulation Terminology......Page 453 13.8 How Discrete Event Simulation Works......Page 460 13.9 Simulation Project Management......Page 469 13.10 Optimizing a Process Using Design of Experiments from Simulations......Page 475 13.11 Service Industry Application Using the SigmaFlow Software Package......Page 478 References......Page 487 14 ARTICULATING THE VOICE OF THE STAKEHOLDER......Page 488 14.1 Market Segmentation......Page 489 14.2 Kano Surveys......Page 498 References......Page 538 15 ENHANCING CREATIVITY TO DEVELOP ALTERNATIVE DESIGNS......Page 540 15.1 Using de Bono’s Thinking Habits and Tools to Generate Alternative Design Concepts......Page 541 15.2 Using TRIZ to Generate Alternative Design Concepts......Page 546 15.3 Using Benchmarking to Generate Alternative Design Concepts......Page 560 Appendix 15.1 Full Contradictions Matrix......Page 561 16 PROFESSIONAL INTERPERSONAL BEHAVIOR SKILLS, TEAM BEHAVIOR SKILLS, AND SIX SIGMA MANAGEMENT......Page 562 16.1 Professional Interpersonal Behavior Skills......Page 563 16.2 Professional Team Behavior Skills......Page 579 16.3 Product Development Team Basics......Page 585 Summary......Page 590 References......Page 591 PART IV: DESIGN FOR SIX SIGMA CASE STUDY......Page 592 17 SIX SIGMA DMADV CASE STUDY......Page 594 17.2 Define Phase......Page 595 17.3 Measure Phase......Page 605 17.4 Analyze Phase......Page 621 17.5 Design Phase......Page 637 17.6 Verify/Validate Phase......Page 653 Summary......Page 660 PART V: DESIGN FOR SIX SIGMA CERTIFICATION......Page 662 18 DFSS CHAMPION AND GREEN BELT CERTIFICATION AT THE UNIVERSITY OF MIAMI......Page 664 18.1 Certification at the University of Miami......Page 665 18.3 Costs for DFSS Certification Examinations......Page 666 18.5 Sample DFSS Certification Examination Review Questions with Answers......Page 667 Summary......Page 693 APPENDIX A: SUMMATION NOTATION......Page 694 APPENDIX B: STATISTICAL TABLES......Page 698 APPENDIX C: DOCUMENTATION OF DATA FILES......Page 712 C......Page 714 F......Page 715 M......Page 716 P......Page 717 S......Page 718 Z......Page 719 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.*The CD-ROM is not included with the digital version of this book.