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Introduction to Design for Six Sigma: Enhancing Service Delivery and Performance

This course provides an essential overview of Design for Six Sigma (DfSS), focusing on its principles, tools, and benefits for product and service development. Participants will learn about the DMADV methodology, the importance of Customer Voice, and how to measure Critical to Quality (CTQ) metrics like Cycle Time. By exploring real-world examples and measurement system analysis, attendees will acquire skills to optimize design processes, improve service timeliness, and enhance customer satisfaction. Engage with strategies for resolving contradictions through TRIZ and design experiments using DOE.

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Introduction to Design for Six Sigma: Enhancing Service Delivery and Performance

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  1. Design for Six Sigma • An Introduction to Design and Development

  2. Course Content • Introduction • What is Six Sigma? • What is Design for Six Sigma (DfSS)? • Benefits of DfSS • DMADV • Tools • Deployment Structure • Summary • References

  3. Translate into CTQ’s Customer Voice: “Fast Service!” CTQ: Cycle Time How to Measure: Time Client Requests To The Time Client Receives Service Target/Limits: Goal of 3 days, with max upper limit of 5 days

  4. Measurement System Analysis • Example: CTQ = Cell Phone Luminance • Ex: Take 2 technicians, using same photometer, measure 4 cell phones (3 times each) • Study will: • compare technicians to each other • Measure repeatability within each technician • Determine if overall measurement variation is acceptable for this process and spec limits

  5. Roof of Correlation NEGATIVE CORRELATION! “More Functions” is good, but it will reduce “Battery Life” How to resolve this contradiction? TRIZ! ROOF TechnicalRequirements CustomerRequirements INTERRELATIONSHIPS PlanningMatrix ProductTargets

  6. DOE Example Send postcards during week, letters on weekend Personalize the letter, not the postcard INTERACTION PLOTS DOE IS BEST TOOL TO TEST FOR INTERACTIONS!

  7. Helps identify shifts and trends Machine Wear Problem

  8. Additional Resources Business Performance Improvementhttp://www.biz-pi.com

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