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. 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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.