DOCSLIB.ORG

SERVICE DESIGN for SIX SIGMA Ffirs.Qxd 5/11/2005 12:05 PM Page Iii

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text

Load more

ffirs.qxd 5/11/2005 12:05 PM Page i SERVICE DESIGN FOR SIX SIGMA ffirs.qxd 5/11/2005 12:05 PM Page iii SERVICE DESIGN FOR SIX SIGMA A Road Map for Excellence BASEM EL-HAIK DAVID M. ROY A WILEY-INTERSCIENCE PUBLICATION ffirs.qxd 5/11/2005 12:05 PM Page iv Copyright © 2005 by John Wiley & Sons, Inc. All rights reserved. Published by John Wiley & Sons, Inc., Hoboken, New Jersey Published simultaneously in Canada. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, or on the web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008. Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representation or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. For general information on our other products and services please contact our Customer Care Department within the U.S. at 877-762-2974, outside the U.S. at 317-572-3993 or fax 317-572-4002. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print, however, may not be available in electronic format. Library of Congress Cataloging-in-Publication Data is available. ISBN-13 978-0-471-68291-2 ISBN-10 0-471-68291-8 Printed in the United States of America. 10987654321 ffirs.qxd 5/11/2005 12:05 PM Page v To our parents, families and friends for their continuous support ftoc.qxd 5/11/2005 12:09 PM Page vii CONTENTS 1. Service Design 1 1.1 Introduction 1 1.2 What is Quality? 2 1.3 Quality Operating System and Service Life Cycle 4 1.3.1 Stage 1: Idea Creation 4 1.3.2 Stage 2: Voice of the Customer and Business 4 1.3.3 Stage 3: Concept Development 5 1.3.4 Stage 4: Preliminary Design 6 1.3.5 Stage 5: Design Optimization 7 1.3.6 Stage 6: Verification 7 1.3.7 Stage 7: Launch Readiness 7 1.3.8 Stage 8: Production 8 1.3.9 Stage 9: Service Consumption 8 1.3.10 Stage 10: Phase-Out 8 1.3.11 Service Life Cycle and Quality Operating System 8 1.4 Developments of Quality in Service 8 1.4.1 Statistical Analysis and Control 11 1.4.2 Root Cause Analysis 11 1.4.3 Total Quality Management/Control Analysis 12 1.4.4 Design Quality 12 1.4.5 Process Simplification 13 1.4.6 Six Sigma and Design For Six Sigma (DFSS) 13 1.5 Business Excellence: A Value Proposition? 14 1.5.1 Business Operation Model 14 1.5.2 Quality and Cost 15 1.5.3 Quality and Time to Market 16 1.6 Introduction to the Supply Chain 16 1.7 Summary 17 vii ftoc.qxd 5/11/2005 12:09 PM Page viii viii CONTENTS 2. What Is Six Sigma 19 2.1 Introduction 19 2.2 What Is Six Sigma? 19 2.3 Introduction to Process Modeling 20 2.3.1 Process Mapping 20 2.3.2 Value Stream Mapping 21 2.4 Introduction to Business Process Management 22 2.5 Measurement Systems Analysis 24 2.6 Process Capability and Six Sigma Process Performance 25 2.6.1 Motorola’s Six Sigma Quality 26 2.7 Overview of Six Sigma Improvement (DMAIC) 28 2.7.1 Phase 1: Define 29 2.7.2 Phase 2: Measure 29 2.7.3 Phase 3: Analyze 29 2.7.4 Phase 4: Improve 30 2.7.5 Phase 5: Control 30 2.8 Six Sigma Goes Upstream—Design For Six Sigma 30 2.9 Summary 31 3. Introduction to Service Design for Six Sigma (DFSS) 33 3.1 Introduction 33 3.2 Why Use Service Design for Six Sigma? 34 3.3 What Is Service Design For Six Sigma? 37 3.4 Service DFSS: The ICOV Process 39 3.5 Service DFSS: The ICOV Process In Service Development 41 3.6 Other DFSS Approaches 42 3.7 Summary 43 4. Service Design for Six Sigma Deployment 45 4.1 Introduction 45 4.2 Service Six Sigma Deployment 45 4.3 Service Six Sigma Deployment Phases 46 4.3.1 Predeployment 46 4.3.2 Predeployment considerations 48 4.3.3 Deployment 66 4.3.3.1 Training 67 4.3.3.2 Six Sigma Project Financial Aspects 68 4.3.4 Postdeployment Phase 69 4.3.4.1 DFSS Sustainability Factors 70 4.4 Black Belt and DFSS Team: Cultural Change 72 5. Service DFSS Project Road Map 77 5.1 Introduction 77 5.2 The Service Design For Six Sigma Team 79 5.3 Service Design For Six Sigma Road Map 81 ftoc.qxd 5/11/2005 12:09 PM Page ix CONTENTS ix 5.3.1 Service DFSS Phase I: Identify Requirements 83 5.3.1.1 Identify Phase Road Map 84 5.3.1.2 Service Company Growth & Innovation 85 Strategy: Multigeneration Planning 5.3.1.3 Research Customer Activities 86 5.3.2 Service DFSS Phase 2: Characterize Design 86 5.3.3 Service DFSS Phase 3: Optimize Phase 89 5.3.4 Service DFSS Phase 4: Validate Phase 90 5.4 Summary 92 6. Service DFSS Transfer Function and Scorecards 93 6.1 Introduction 93 6.2 Design mappings 94 6.2.1 Functional Mapping 95 6.2.2 Process Mapping 96 6.2.3 Design Mapping Steps 96 6.3 Design Scorecards and Transfer Function 97 6.3.1 DFSS Scorecard Development 98 6.3.2 Transfer Function Life Cycle 99 6.4 Transfer Function 102 6.5 Transfer Functions and Optimization 105 6.6 Monte Carlo Simulation 107 6.7 Summary 109 7. Quality Function Deployment (QFD) 111 7.1 Introduction 111 7.2 History of QFD 112 7.3 QFD Overview 113 7.4 QFD Methodology 113 7.5 HOQ Evaluation 116 7.6 HOQ 1—“The Customer’s House” 117 7.7 Kano Model 118 7.8 QFD HOQ 2—“Translation House” 121 7.9 QFD HOQ 3—“Design House” 122 7.10 QFD HOQ 4—“Process House” 122 7.11 QFD Example 122 7.11.1 HOQ 1 123 7.11.2 HOQ 2 126 7.11.3 HOQ 3 127 7.11.4 HOQ 4 134 7.12 Summary 140 8. Process Modeling and Process Management 141 8.1 Introduction 141 8.2 Process Modeling Techniques 142 ftoc.qxd 5/11/2005 12:09 PM Page x x CONTENTS 8.2.1 SIPOC 142 8.2.2 Process Mapping 142 8.2.3 Value Stream Mapping 148 8.2.3.1 Value Stream Mapping Process Steps 150 8.3 Business Process Management System (BPMS) 155 8.3.1 What is BPMS? 155 8.3.2 How is BPMS Implemented? 156 8.4 Relationship of Process Modeling to Discrete Event Simulation 156 8.5 Functional Mapping 158 8.5.1 Value Analysis/Engineering FAST Technique 159 8.5.2 Axiomatic Method 164 8.5.2.1 Axiomatic Design Software (ftp://ftp-wiley. 170 com/public/sci_tech_med/six_sigma) 8.5.2.2 Axiomatic Design Mapping Example 171 8.6 Pugh Concept Selection 177 8.7 Summary 181 Appendix 8.A: IDEF Mapping Technique 181 8.A.1 IDEF0 Technique 183 Appendix 8.B: Matrix Review 187 9. Theory of Inventive Problem Solving (TRIZ) for Service 189 9.1 Introduction 189 9.2 TRIZ History 189 9.3 TRIZ Foundations 191 9.3.1 Overview 191 9.3.2 Analytical Tools 195 9.3.3 Knowledge-Base Tools 195 9.4 TRIZ Problem Solving Flowchart 200 9.5 Ideal Final Result 201 9.5.1 Itself 202 9.5.2 Ideality Checklist 202 9.5.3 Ideality Equation 203 9.6 Build Sufficient Functions 203 9.7 Harmful Function Elimination 203 9.8 Inventive Principles 205 9.9 Detection and Measurement 211 9.10 TRIZ Root Cause Analysis 211 9.11 Evolutionary Trends of Technological Systems 212 9.12 Transitions from TRIZ Examples 215 9.13 Summary 216 Appendix 9.A 218 10. Introduction to Design For Transactional DFX 223 10.1 Introduction 223 10.2 History and Evolution 224 ftoc.qxd 5/11/2005 12:09 PM Page xi CONTENTS xi 10.3 Design for X for Transactional Processes 227 10.3.1 Design for Product Service (DFPS) 227 10.4 Design for Processability and Assembly 230 10.4.1 The DFMA Approach 233 10.5 Design for Testability and Inspectability 236 10.6 Summary 240 11.
Recommended publications
  • Design for Six Sigma

    Design for Six Sigma

    FRONTIERS OF QUALITY Design for Six Sigma You need more than standard Six Sigma approaches to optimize your product or service development by Douglas P. Mader any organizations believe tion of traditional quantitative quali- ing at the micro level. Our technical design for Six Sigma (DFSS) ty tools. training is centered around a four- M is a design process when DFSS opportunities should be cat- step methodology that provides a really it is not. DFSS is an enhance- egorized by the size of the effort. general approach to the application ment to an existing new product Macro opportunities involve the of DFSS at the project level and sub- development (NPD) process that design and development of an tasks within a design project. provides more structure and a bet- entirely new product or service or ter way to manage the deliverables, the major redesign of an existing The ICOV approach resources and trade-offs. one. Micro opportunities are smaller The DFSS approach we use at the DFSS is the means by which we in scope and likely pertain to the micro level consists of four major employ strategies, tactics and tools to execution of a subtask within a steps, known as ICOV (see Figure 1): enhance an existing design process to macro opportunity. 1. Identify. achieve entitlement performance. It To address macro opportunities, 2. Characterize. integrates qualitative and quantita- most organizations develop their 3. Optimize. tive tools and key performance mea- own NPD process based on the 4. Validate. sures that allow progressive seven-step systems engineering Identify. This stage consists of two organizations to manage an NPD model.
  • Un Modelo De Simulación Para El Análisis De Arquitecturas De Software De Aplicaciones Web Y En La Nube

    Un Modelo De Simulación Para El Análisis De Arquitecturas De Software De Aplicaciones Web Y En La Nube

    María Julia Blas Débora Chan Cristina Badano Andrea Rey UnUn modelomodelo dede simulaciónsimulación parapara elel análisisanálisis dede arquitecturasarquitecturas dede softwaresoftware Análisis inteligente de datos dede aplicacionesaplicacionescon lenguaje webweb yy enen lala R nubenube Tesis Doctoral UNIVERSIDAD TECNOLÓGICA NACIONAL FACULTAD REGIONAL SANTA FE - Doctorado en Ingeniería - - Mención Ingeniería en Sistemas de Información - UN MODELO DE SIMULACIÓN PARA EL ANÁLISIS DE ARQUITECTURAS DE SOFTWARE DE APLICACIONES WEB Y EN LA NUBE - Tesis Doctoral - María Julia Blas Director: Dr. Horacio Leone Codirector: Dr. Silvio Gonnet Marzo, 2019 Blas, Maria Julia Un modelo de simulación para el análisis de arquitecturas de software de aplicaciones web y en la nube / Maria Julia Blas. - 1a ed. - Ciudad Autónoma de Buenos Aires : edUTecNe, 2019. Libro digital, PDF Archivo Digital: descarga y online ISBN 978-987-4998-30-9 1. Software. 2. Aplicaciones Web. 3. Computación. I. Título. CDD 005 Universidad Tecnológica Nacional – República Argentina Rector: Ing. Héctor Eduardo Aiassa Vicerrector: Ing. Haroldo Avetta Secretaria Académica: Ing. Liliana Raquel Cuenca Pletsch Secretario Ciencia Tecnológia y posgrado: Dr. Horacio Leone Universidad Tecnológica Nacional – Facultad Regional Santa Fé Decano: Ing. Rudy Omar Grether Vicedecano: Ing. Eduardo José Donnet edUTecNe – Editorial de la Universidad Tecnológica Nacional Coordinador General a cargo: Fernando H. Cejas Área de edición y publicación en papel: Carlos Busqued Colección Energías Renovables,
  • Ruggles, Olivia, M Title: Standardized Work Instruction

    Ruggles, Olivia, M Title: Standardized Work Instruction

    1 Author: Ruggles, Olivia, M Title: Standardized Work Instruction The accompanying research report is submitted to the University of Wisconsin-Stout, Graduate School in partial completion of the requirements for the Graduate Degree/ Major: MS Technology Management Research Adviser: Jim Keyes, Ph.D. Submission Term/Year: Summer, 2012 Number of Pages: 56 Style Manual Used: American Psychological Association, 6th edition I understand that this research report must be officially approved by the Graduate School and that an electronic copy of the approved version will be made available through the University Library website I attest that the research report is my original work (that any copyrightable materials have been used with the permission of the original authors), and as such, it is automatically protected by the laws, rules, and regulations of the U.S. Copyright Office. My research adviser has approved the content and quality of this paper. STUDENT: NAME Olivia Ruggles DATE: 8/3/2012 ADVISER: (Committee Chair if MS Plan A or EdS Thesis or Field Project/Problem): NAME Jim Keyes, Ph.D. DATE: 8/3/2012 --------------------------------------------------------------------------------------------------------------------------------- This section for MS Plan A Thesis or EdS Thesis/Field Project papers only Committee members (other than your adviser who is listed in the section above) 1. CMTE MEMBER’S NAME: DATE: 2. CMTE MEMBER’S NAME: DATE: 3. CMTE MEMBER’S NAME: DATE: --------------------------------------------------------------------------------------------------------------------------------- This section to be completed by the Graduate School This final research report has been approved by the Graduate School. Director, Office of Graduate Studies: DATE: 2 Ruggles, Olivia M. Standardized Work Instruction Abstract Mercury Marine is a world-wide manufacturing company in the marine industry.
  • Download Complete Curriculum

    Download Complete Curriculum

    L E A N S I X S I G M A G R E E N B E LT C O U R S E T O P I C S Copyright ©2019 by Pyzdek Institute, LLC. LEAN SIX SIGMA GREEN BELT COURSE TOPICS LESSON TOPIC Overview A top-level overview of the topics covered in this course What is Six Sigma? A complete overview of Six Sigma Lean Overview 1 Waste and Value Lean Overview 2 Value Streams, Flow and Pull Lean Overview 3 Perfection Recognizing an Linking your Green Belt activities to the organization’s Opportunity vision and goals Choosing the Project- How to pick a winning project using Pareto Analysis Pareto Analysis Assessing Lean Six Sigma How to carefully assess Lean Six Sigma project candidates Project Candidates to assure success Develop the Project Plan 1 Team selection and dynamics; brainstorming; consensus decision making; nominal group technique Develop the Project Plan 2 Stakeholder analysis, communication and planning, cross functional collaboration, and Force Field Analysis Develop the Project Plan 3 Obtain a charter for your project Develop the Project Plan 4 Work breakdown structures, DMAIC tasks, network diagrams Develop the Project Plan 5 Project schedule management; project budget management Develop the Project Plan 6 Obstacle avoidance tactics and management support strategies High Level Maps 1 L-Maps, linking project charter Ys to L-Map processes High Level Maps 2 Mapping the process from supplier to customer (SIPOC) High Level Maps 3 Product family matrix 2 Voice of the Customer (VOC) 1 Kano Model, getting the voice of the customer using the critical incident technique VOC 2-CTQ Specification Link the voice of the customer to the CTQs that drive it Principles of Variation 1 How will I measure success? Are my measurements trustworthy? Scales of measurement, data types, measurement error principles.
  • The Mapping Tree Hierarchical Tool Selection and Use

    The Mapping Tree Hierarchical Tool Selection and Use

    The Mapping Tree Hierarchical Tool Selection and Use 1 Session Objectives . Discuss the hierarchical linkage and transparency of mapping using this methodology. Understand how and when to apply each mapping tool and its application in the Lean tool set. Understand how mapping helps to reveal Value and Non-Value Added actions as well as Constraints in the process. 2 Why Do We Care? “Hierarchical Mapping“is necessary because: • Hierarchical mapping is critical in maintaining the organization’s strategic plan during a Lean deployment. • Hierarchical mapping is critical in achieving greater “Value to the Customer”, in revealing of wastes and improving processes. • Until we know all of the “players in the process”, we cannot begin to understand the process, its “Value to the Customer” and the impact on the strategic plan. 3 Keys To Success . Always use your team of experts for mapping exercises. Mapping in “silos” is a “design for failure”. Always follow a hierarchical procedure for mapping to root cause. Always begin at the high level first, then capture detailed maps as needed. 4 Why use the Mapping Tree methodology ? • Before any improvement exercise is undertaken, a clear definition of “what to work on” must be developed. • Without utilizing a mapping hierarchy, any attempt to attack a process for improvement effort would be just a “shot in the dark”. • We need a methodology that will link the lowest level effort to the high level organizational objectives, and do it transparently. • The hierarchical approach of the Mapping Tree helps to ensure that the lowest task efforts remain focused on the Customer requirements and support the Strategic Objectives.
  • Chapter 5: Quality Tools for Six Sigma 2

    Chapter 5: Quality Tools for Six Sigma 2

    Six Sigma Quality: Concepts & Cases‐ Volume I STATISTICAL TOOLS IN SIX SIGMA DMAIC PROCESS WITH MINITAB® APPLICATIONS Chapter 5 Quality Tools for Six Sigma Basic Quality Tools and Seven New Tools ©Amar Sahay, Ph.D. 1 Chapter 5: Quality Tools for Six Sigma 2 Chapter Highlights This chapter deals with the quality tools widely used in Six Sigma and quality improvement programs. The chapter includes the seven basic tools of quality, the seven new tools of quality, and another set of useful tools in Lean Six Sigma that we refer to –“beyond the basic and new tools of quality.” The objective of this chapter is to enable you to master these tools of quality and use these tools in detecting and solving quality problems in Six Sigma projects. You will find these tools to be extremely useful in different phases of Six Sigma. They are easy to learn and very useful in drawing meaningful conclusions from data. In this chapter, you will learn the concepts, various applications, and computer instructions for these quality tools of Six Sigma. This chapter will enable you to: 1. Learn the seven graphical tools ‐ considered the basic tools of quality. These are: (i) Process Maps (ii) Check sheets (iii) Histograms (iv) Scatter Diagrams (v) Run Charts/Control Charts (vi) Cause‐and‐Effect (Ishikawa)/Fishbone Diagrams (vii) Pareto Charts/Pareto Analysis 2. Construct the above charts using MINITAB 3. Apply these quality tools in Six Sigma projects 4. Learn the seven new tools of quality and their applications: (i) Affinity Diagram (ii) Interrelationship Digraph (iii) Tree Diagram (iv) Prioritizing Matrices (v) Matrix Diagram (vi) Process Decision Program Chart (vii) Activity Network Diagram 5.
  • Implementation of Dmaic and Axiomatic Design to the Creation of a Basic Smartphone Application

    Implementation of Dmaic and Axiomatic Design to the Creation of a Basic Smartphone Application

    TREBALL FI DE GRAU Grau en Enginyeria Mecànica IMPLEMENTATION OF DMAIC AND AXIOMATIC DESIGN TO THE CREATION OF A BASIC SMARTPHONE APPLICATION Memòria i Annexos Autor: Antoni Amat Serra Director: Joan Martínez Sánchez Convocatòria: Octubre 2017 Implementation of DMAIC And Axiomatic Design to the Creation of A Basic Smartphone Application ACKNOWLEDGEMENT I would like to thank the Politecnico di Bari to give me the opportunity to study for one semester in Bari, also to Yasamin Eslami for helping me during all the process to finish this project. I would like to specially thank Joan Martinez to accept directing my work in such a short notice giving me the opportunity to finish my bachelor. I would like to thank my Parents to give the opportunity to study and to carry out this project abroad and also for giving me the spirit to finish the Bachelor. I Implementation of DMAIC And Axiomatic Design to the Creation of A Basic Smartphone Application ABSTRACT This project implements two theories to the creation of a basic smartphone application: DMAIC and Axiomatic Design Theory. DMAIC is very often used methodology that very successful enterprises had already implemented; it is used in Six Sigma, a procedure that ensures a large reduction on the errors of the enterprise processes. This method has been used by a lot of companies all over the world providing them a large increase of quality producing. Axiomatic Design Theory takes its name from the fact that it is composed of two Axioms that have to be accomplished when implementing this theory. It is a method meant to design with a very specific order.
  • Define Measure Analyze Contr Ol

    Define Measure Analyze Contr Ol

    Lean Six Sigma BENEFITS STRATEGIC VALUE METHOD ORGANIZATION • Process improvement and • Superior cost structure • Professional and scientific • Improvement projects are led by Green redesign (manufacturing, • Competitive advantages based problem solving and Black Belts, who are familiar with the construction, financial services, on customer satisfaction • Working with precise and process and Lean Six Sigma healthcare, public sector, quantitative problem descriptions • Improvement projects follow the DMAIC high-tech industry) • Competence development in operations management, project • Starting with a data-based approach • Resulting in superior quality management and continuous diagnosis • Lean Six Sigma program management and efficiency levels improvement • Designing evidence-based coordinates projects by strategically • Structural financial impact improvement actions choosing projects and making sure that benefits are realized 0. DEFINE THE PROJECT Stakeholder analysis Lets initiative happen Legend: M oderately agains Strongly against 0: Current situation Makes initiative S I P O C X: Preferred situation Helps initiative happe Influence n Stakeholder Stake t Person 1 Person 2 Person 3 SIPOC Person 4 - Project charter - SIPOC and process flow chart - Benefit analysis - Organization (time and review board) DEFINE - Stakeholder analysis Project charter Stakeholder analysis 1. DEFINE THE CTQS 2. VALIDATE THE MEASUREMENT Operational PROCEDURES Revenue cost Pareto Chart of Problems Throughput time Processing time (min) 200 Customer 100 Personnel
  • Six Sigma in Urban Logistics Management—A Case Study

    Six Sigma in Urban Logistics Management—A Case Study

    sustainability Article Six Sigma in Urban Logistics Management—A Case Study Justyna Lemke , Kinga Kijewska , Stanisław Iwan * and Tomasz Dudek Faculty of Economics and Transport Engineering, Maritime University of Szczecin, ul. H. Poboznego˙ 11, 70-507 Szczecin, Poland; [email protected] (J.L.); [email protected] (K.K.); [email protected] (T.D.) * Correspondence: [email protected]; Tel.: +48-91-48-09-690 Abstract: A city as a system that constitutes one of the most important areas of human activities. The significant role to fulfill their expectations pay the goods transport and deliveries. These issues are the subject of urban logistics. In broad terms, urban logistics may be construed as a number of processes focused on freight flows, which are completed in cities, including deliveries, supply, goods transfer, services, etc. Due to the different urban logistics stakeholders’ expectations, these systems generate many challenges for managers, especially in the context of city users’ needs and their quality of life. Today, there is a lack of broadened approach and methodology to support them from the processes’ efficiency perspective. To fulfill this gap, the purpose of this paper is to apply the Six Sigma method as a support in last mile delivery management. Six Sigma method plays important role in production systems processes management. However, it could be useful in much wider perspective, including transport and logistics processes. The Authors emphasize that the Six Sigma method could be efficient approach in the last mile delivery processes’ analysis in the context of their efficiency. It helps positioning the customer satisfaction level and quantify the delivery processes defects, related to the undelivered goods.
  • Finding and Eliminating the Root Cause of Defects Identified in Customer Complaints a Case Study Using the Six Sigma Methodology to Facilitate Root Cause Analyses

    Finding and Eliminating the Root Cause of Defects Identified in Customer Complaints a Case Study Using the Six Sigma Methodology to Facilitate Root Cause Analyses

    Finding and Eliminating the Root Cause of Defects Identified in Customer Complaints A case study using the Six Sigma methodology to facilitate root cause analyses Master’s Thesis Project in the Master’s Degree Program Quality and Operations Management MARIA ARAB ELIN DYMLING DEPARTMENT OF INDUSTRIAL AND MATERIAL SCIENCES DEPAR CHALMERS UNIVERSITY OF TECHNOLOGY Gothenburg, Sweden 2020 www.chalmers.se FIRST NAME LAST NAME Finding and Eliminating the Root Cause of Defects Identified in Customer Complaints A case study using the Six Sigma methodology to facilitate root cause analyses MARIA ARAB ELIN DYMLING Department of Industrial and Material Sciences CHALMERS UNIVERSITY OF TECHNOLOGY Gothenburg, Sweden 2020 Finding and eliminating the root cause of defects identified in customer complaints A case study using the Six Sigma methodology to facilitate root cause analyses MARIA ARAB ELIN DYMLING © MARIA ARAB, 2020 © ELIN DYMLING, 2020. Department of Industrial and Material Sciences Chalmers University of Technology SE-412 96 Gothenburg, Sweden Telephone: + 46 (0)31-772 1000 Abstract Volvo Cars is a global car manufacturer that produces premium brand cars that demand high quality. The quality of a product is often defined by the degree of customer satisfaction. Therefore, Volvo Cars Corporation has internal departments working with customer complaints. This thesis was performed in collaboration with the department Variability Reduction Team who perform root cause analyses initiated by customer complaints on newly produced cars. A case study was performed regarding a customer-initiated problem with loose support bearings at the production plant in Torslanda. People from several different departments possess different knowledge and experience regarding the problem with loose support bearings.
  • Integrating Axiomatic Design Into a Design for Six Sigma Deployment

    Integrating Axiomatic Design Into a Design for Six Sigma Deployment

    Proceedings of ICAD2006 4th International Conference on Axiomatic Design Firenze – June 13-16, 2006 INTEGRATING AXIOMATIC DESIGN INTO A DESIGN FOR SIX SIGMA DEPLOYMENT Allan L. Dickinson [email protected] Delphi Steering Innovation & Continuous Improvement Methodologies Saginaw, MI manufacturing process variation, 2) fluctuations in the operating ABSTRACT environment, and 3) the wide spectrum of ways customers can Design For Six Sigma (DFSS) is a systematic process for design use the product [3]. conception intended to yield robust products that meet customer expectations. Robustness is defined here as product performance DFSS brings together various methods that have been that is insensitive to variation, both in manufacturing and in the individually developed by researchers and practitioners to aid application environment. engineers in product design. These methods include QFD [5], Axiomatic Design [6, 7], TRIZ [8], Pugh Analysis [9], FMEA [10], It is widely accepted that no amount of robust optimization at Robust Engineering [4, 11], and accelerated testing [12]. The the detailed design level can succeed if the design concept itself DFSS thought process is shown in Figure 1, using an industry is flawed (does not satisfy all functional requirements). The standard acronym – IDDOV; Identify, Define, Develop, Optimize, author has specifically focused on DFSS deployment in his and Verify. The framework of IDDOV is intended to promote a company in the area of concept generation. Integration of repeatable design process that engineers can follow, independent Axiomatic Design has been the most critical element of this of the product or process being designed. (Some practitioners improvement. This paper describes how Axiomatic Design has use ICOV; Identify, Characterize, Optimize, and Validate [3].
  • 079316060X__The Power of Design for Six Sigma.Pdf

    079316060X__The Power of Design for Six Sigma.Pdf

    OTHER BOOKS BY SUBIR CHOWDHURY The Power of Six Sigma: An Inspiring Tale of How Six Sigma Is Transforming the Way We Work Robust Engineering: Learn How to Boost Quality While Reducing Costs & Time to Market Design for Six Sigma: The Revolutionary Process for Achieving Extraordinary Profits The Talent Era: Achieving a High Return on Talent Management 21C: Someday We’ll All Manage This Way Organization 21C: Someday All Organizations Will Lead This Way QS-9000 Pioneers: Registered Companies Share Their Strategies for Success The Mahalanobis-Taguchi System This publication is designed to provide accurate and authoritative infor- mation in regard to the subject matter covered. It is sold with the under- standing that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional should be sought. Vice President and Publisher: Cynthia A. Zigmund Editorial Director: Donald J. Hull Senior Acquisitions Editor: Jean Iversen Senior Managing Editor: Jack Kiburz Interior Design: Lucy Jenkins Cover Design: Scott Rattray, Rattray Design Typesetting: Elizabeth Pitts Robust Design is a registered trademark of ASI–American Supplier Institute. © 2003 by Subir Chowdhury Published by Dearborn Trade Publishing A Kaplan Professional Company All rights reserved. The text of this publication, or any part thereof, may not be reproduced in any manner whatsoever without written permission from the publisher. Printed in the United States of America 03 04 05 10 9 8 7 6 5 4 3 2 1 Library of Congress Cataloging-in-Publication Data Chowdhury, Subir. The power of design for Six Sigma / Subir Chowdhury.