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六西格玛服务设计·走向卓越之路线图

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本书介绍了利用服务六西格玛设计所需的全部信息和工具,包括:清楚和深入地说明服务六西格玛设计的原理、组织和技术方面的问题;整个服务六西格玛设计部署和执行过程的循序渐进的路线图;充分讨论服务六西格玛设计中涉及的全部关键方法,包括公理化设计、可X设计、创新问题求解理论(TRIZ)、传递函数、设计计分卡和田口方法;许多演示如何将理论应用于实践的说明性实例;帮助开发在组织中应用六西格玛设计的必要技巧。本书是公司的执行主管、质量控制经理和过程工程师对服务六西格玛设计的一本理想参考书,也可作为DFSS团队的一本完全培训手册。
Content Description

《六西格玛服务设计》介绍六西格玛设计,它是一种容易掌握的并且也是一种极其有效的数据驱动方法,能防止任何形式服务过程中的缺陷。《六西格玛服务设计》特别强调能达到作者所谓的“完全质量业务”的服务六西格玛设计,以积极主动的姿态做到一次就把事情做好。完全质量业务不仅能生产出高质量的产品和提供高质量的服务,而且与其竞争对手相比,能在整个生命周期中以低成本和高效率运作,因为它优化了供应链中的全部联系。《六西格玛服务设计》介绍了利用服务六西格玛设计所需的全部信息和工具,包括:
清楚和深入地说明服务六西格玛设计的原理、组织和技术方面的问题;
整个服务六西格玛设计部署和执行过程的循序渐进的路线图;
充分讨论服务六西格玛设计中涉及的全部关键方法,包括公理化设计、可X设计、创新问题求解理论(TRIZ)、传递函数、设计计分卡和田口方法;
许多演示如何将理论应用于实践的说明性实例;
帮助开发在组织中应用六西格玛设计的必要技巧;
《六西格玛服务设计》是公司的执行主管、质量控制经理和过程工程师对服务六西格玛设计的一本理想参考书,也可作为DFSS团队的一本完全培训手册,并且也是从事管理、运行和质量保证方面研究的一本优良的课本。
Author Description

Beasem EI-Haik,博士是六西格玛和六西格玛设计的顾问和作者,也是位于密西根Canton的SiX Sigma Professionals公司的创始人。该公司为范围从金融服务到高技术的各工业界,提供六西格玛和六西格玛设计的实施、培训和顾问。EI-Haik博士还是一位著名的主题演讲者。
David M.Roy是Textron公司系统部的Textron六西格玛副总裁。他在六西格玛方面已有15年业务的广泛经验,并在全供应链,六西格玛和业务改造领域处于资深的领导地位。
Catalogue

前言
第1章服务设计
1.1引言
1.2什么是质量
1.3质量运作系统和服务生命周期
1.3.1步骤1:产生想法
1.3.2步骤2:客户和业务的呼声
1.3.3步骤3:概念开发
1.3.4步骤4:初步设计
1.3.5步骤5:设计优化
1.3.6步骤6:验证
1.3.7步骤7:进行准备
1.3.8步骤8:生产
1.3.9步骤9:服务的消费
1.3.10步骤10:废弃
1.3.11服务生命周期和质量运作系统一
1.4服务质量的开发
1.4.1统计分析和控制
1.4.2根本原因分析
1.4.3全面质量管理/控制
1.4.4设计质量
1.4.5过程简化
1.4.6六西格玛和六西格玛设计
1.5业务的卓越:价值的命题
1.5.1业务的运作模型
1.5.2质量和成本
1.5.3质量和上市时间
1.6供应链的介绍
1.7小结

第2章什么是六西格玛
2.1引言
2.2什么是六西格玛
2.3过程建模的介绍
2.3.1过程映射
2.3.2价值流的映射
2.4业务过程管理的介绍
2.5测量系统分析
2.6过程能力和六西格玛过程的效能
2.6.1摩托罗拉的六西格玛质量
2.7六西格玛改进(DMAIC)的概述
2.7.1阶段1:定义
2.7.2阶段2:测量
2.7.3阶段3:分析
2.7.4阶段4:改进
2.7.5阶段5:控制
2.8六西格玛走向上游--六西格玛设计
2.9小结

第3章六西格玛服务设计引论
3.1引言
3.2为什么要使用六西格玛服务设计
3.3什么是六西格玛服务设计
3.4六西格玛服务设计:ICOV过程
3.5六西格玛服务设计:在服务开发中的ICOV过程
3.6其它六西格玛服务设计方法
3.7小结

第4章六西格玛部署的服务设计
4.1引言
4.2服务六西格玛的部署
4.3六西格玛服务设计的部署阶段
4.3.1预部署
4.3.2预部署的考虑
4.3.3部署
4.3.3.1培训
4.3.3.2六西格玛项目的财务问题
4.3.4后部署阶段
4.3.4.1DFss的可支持因素
4.4黑带和DFSS团队:文化的变革

第5章六西格玛服务设计项目的路线图
第6章六西格玛服务设计的传递函数和计分卡
第7章质量功能配置(QFD)
第8章过程建模和过程管理
第9章服务创新问题的求解理论
第10章事务可x设计简介
第11章失效模式和影响分析
第12章实验设计的基本原理
第13章服务设计的鲁棒性
第14章离散事件仿真
第15章设计证实
第16章供应链过程
第17章供应链中的六西格玛服务设计
Book Abstract

第1章 服务设计
1.2什么是质量
我们所有人每天要利用服务与各种过程交互。上一次你记得是何时感受到一次真正好的服务?最近你得到过的最差服务是什么?通常我们很容易记得痛苦和不满意的经历,而不太记得好的经历。本书作者之一曾发送一封快件挂号信,而在8个业务日后他仍未看到信被收到,因此他打免费电话给邮政服务提供商,并经受了一次非常职业性的和烦恼的经历。这是一种羞耻,在递送一封简单的信时他们不能提供同样水平的服务。结果是信已递送,但他们的系统不能跟踪它。因此,我们如何来度量服务的质量呢?
在传统的制造环境中,遵守规格和按时交付,是可测量和跟踪的普通质量条款。经常,会有许多被剔除,因为它们没有正确的文档支持。因此,制造中的质量是一件符合的产品,按时交付,并有支持的文档。在服务中,质量是以符合期望、可用性、过程的经历和人与所获得服务的交互来度量的。
如果我们看看图1.1,可以看出客户以三种方式来得到服务:
1.特定的服务或产品,如有我们所要求的和能起作用的、可用性的属性。
2.通过它递付服务的过程,可容易利用或增值。
3.人(或系统)应该是博学的和友好的。
为了满足这些需求,我们要对质量运作系统应用一个服务生命周期。
1.3质量运作系统和服务生命周期
为了递付一个高品质的服务,我们需要一个方法和活动的体系,能提供驾临在上的结构来成功进行规划和开发服务。这种体系就叫做质量运作系统(quality operating system)。质量运作系统包括在系统中的全部规划和系统化的活动,以自信表明服务将满足质量的要求。
Introduction

今天在许多工业部门中,目前开发实施的服务设计解决办法一般都存在着缺陷和脆弱性,如质量水平中等,忽视客户的要求和希望以及过于复杂等。这是由于缺乏系统的设计方法来解决这些问题而造成的。这些脆弱性是常见的,它使人们做了许多看不到的和不必要的开发工作,而且这些工作是非增值的成分,以后要由客户来承担运行成本。设计的脆弱性本身表明,它会造成客户高度的不满意,低的市场份额以及严格的组织结构和运行的高度复杂性。复杂的设计可能会产生不严格遵守设计过程的业务官僚主义。这个根本性的原因是与服务递交过程中的几个变化因素相关的,包括客户引起的变化性,它通常叫做关键满意特性(CTSscriticaltosatisfactioncharacteristics)。
在许多工业部门中六西格玛配置的成功,已经弓I起商业界的极大兴趣。在显示这种成功当中,六西格玛结合了团队和过程的威力。团队的威力指的是组织的支持和培训有素的团队来处理目标的任务。过程的威力指的是有效的六西格玛方法论的配置、缓解风险、项目管理以及一系列统计和系统化的方法。六西格玛着重于业务的全面质量。全面质量包括产品或对外部客户的服务质量,也包括全部内部过程的运作质量,如会计、付账等等。具有全面质量观点的全面质量业务,不仅提供高质量的产品或服务,而且还会以低成本和高效率运行。因为全部业务过程是经过优化的过程。

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