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.
Autorentext
HOWARD S. GITLOW is Executive Director of the University of Miami Institute for the Study of Quality in Manufacturing and Service and Professor of Management Science, University of Miami, Coral Gables. As Visiting Professor at the Science University of Tokyo, he studied Quality Management with Dr. Noriaki Kano. A Six Sigma Master Black Belt and Fellow of ASQC, he has consulted on quality throughout the Fortune 500. He has co-authored eleven books, including Six Sigma for Green Belts and Champions, Quality Management 3rd ed., and The Deming Guide to Quality and Competitive Position (Prentice Hall).
DAVID M. LEVINE is Professor Emeritus of Statistics and Computer Information Systems at Bernard M. Baruch College (CUNY). A leading innovator in statistics education, he has co-authored several best-selling textbooks. Levine also co-authored Six Sigma for Green Belts and Champions, and recently wrote Even You Can Learn Statistics, both published by Prentice Hall.
EDWARD A. POPOVICH is former Vice President of Enterprise Excellence at Boca Raton Community Hospital, brought on board to introduce Six Sigma as it began its planning for a new community-affiliated teaching hospital and medical center. As President of Sterling Enterprises International, he consulted widely on organizational effectiveness, Six Sigma and other quality systems, customer support, service leadership, business improvement, reengineering, Total Quality, organizational change, and statistical/technical analysis. His clients have included GE, Motorola, Lockheed Martin, Johnson & Johnson, Intuit, Sony, BellSouth, First Data, NCR, JP Morgan, Intuit, Wachovia, A & P, and Samsung.
Inhalt
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