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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.

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.

ISBN 13:
9780131855243
ISBN 10:
0131855247
Edition: 1st
Format: Hardcover w/CD
Copyright: 01/01/2006
Publisher: FT Press
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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.

Acknowledgments and Thanks

About the Authors

xxi

Preface

xxiii

PART I: DESIGN FOR SIX SIGMA BASICS

(74)

Foundations of Six Sigma Management

(28)

Successful Applications of Six Sigma Management

(1)

Key Ingredients for Success with Six Sigma Management

(1)

Benefits of Six Sigma Management

(1)

Fundamentals of Improving a Product, Service, or Process

(16)

Process Basics (Voice of the Process [VoP])

(8)

Definitions of Six Sigma Management (Relationship Between VoC and VoP)

(7)

The DMAIC Model for Improvement

(1)

Fundamentals of Inventing--Innovating a Product, Service, or Process

(5)

Invention

(1)

Innovation

(2)

Design for Six Sigma (DFSS)

(1)

Fundamental Principles of ``Design for Six Sigma''

(1)

Leverage from Professional Design Methods

(1)

The DMADV Model for Invention and Innovation

(1)

What Is New about Six Sigma Management?

(1)

Six Sigma in Non-Manufacturing Industries

(3)

Summary

(1)

References

(1)

Six Sigma Roles, Responsibilities, and Terminology

(18)

Roles and Responsibilities in Six Sigma Management

(6)

Senior Executive

(1)

Executive Committee

(1)

Champion

(1)

Process Owner

(1)

Master Black Belt

(1)

Black Belt

(1)

Green Belt

(2)

Technical Terminology of Six Sigma Management

(11)

Summary

(1)

References

(1)

Macro Model of Six Sigma Management (Dashboards)

(26)

Beginning Six Sigma Management

(4)

Starting Six Sigma Management

(1)

Energy for Transformation to Six Sigma Management

(1)

Initiating Action for Six Sigma Management

(1)

Retaining Outside Counsel

(1)

Window of Opportunity Opens

(1)

Develop a Six Sigma Transformation Plan

(2)

Window of Opportunity Begins to Close

(1)

Implement the Transformation Plan

(1)

Benefits of a Dashboard

(1)

Structure of a Dashboard

(1)

Components of a Dashboard

(6)

Mission Statement

(1)

Key Objectives (as Measured by Key Indicators)

(1)

Key Indicators

(2)

Flag Diagrams

(1)

Tasks and Projects

(1)

Example of a Dashboard

(4)

Another Example of a Dashboard

(3)

Managing with a Dashboard

(1)

Project Prioritization for a Dashboard

(3)

Management Decides if a Project Team Is Necessary

(1)

Types of Six Sigma Projects

(4)

Summary

(1)

References

(3)

PART II: THE DESIGN FOR SIX SIGMA (DFSS) MODEL

(208)

Define Phase

(30)

Steps of the Define Phase

(1)

Inputs to the Define Phase

(1)

Develop the Business Case

(2)

Prepare the Opportunity Statement

(1)

Develop the Initial Project Objective

(1)

Develop the Project Scope

(3)

Develop the Project Plan

(1)

Develop the Document Control System

(1)

Assess the Benefits of the Six Sigma Project

(2)

Taxonomy 1: Cost Reduction Versus Cost Avoidance

(1)

Taxonomy 2: Tangible Costs Versus Intangible Costs

(1)

Dormitory Example

(1)

Assess the Risks to the Project's Success

(12)

Technical Reasons for Risk

(1)

Human Factors Affecting Risk

(1)

Team Dynamics Affecting Risk

(1)

Planning Issues Affecting Risk

(1)

Business Sources of Risk

(1)

Organizational and Political Sources of Risk

(1)

External Sources of Risk

(1)

Identify Risk Elements

(3)

Reduce Risk with Risk Reduction Plans

(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

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

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

9780131855243

0131855247

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

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

9780131855243

0131855247

Summary

Table of Contents

Supplemental Materials

Excerpts

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