Editorial Review:
A roadmap to consistent, high-quality service for any organization
A service is typically something created to serve a paying customer, whether internal or external. Some services consist of several processes linked together while others consist of a single process.
This book introduces Design for Six Sigma (DFSS), an easy-to-master, yet highly effective data-driven method that prevents defects in any type of service process. The particular focus of this publication is service DFSS, which leads to what the authors term "a whole quality business," one that takes a proactive stance and gets things right the first time. Not only does the whole quality business produce a high-quality product and offer high-quality services, but it also operates at lower cost and higher efficiency, throughout the entire life cycle, than its competitors because all the links in the supply chain are optimized.
Following a detailed overview that sets forth the basic premise and key concepts of service DFSS, the authors offer all the information and tools needed to take advantage of service DFSS within their own organizations, including:
* Clear and in-depth coverage of the philosophical, organizational, and technical aspects of service DFSS
* Step-by-step roadmap of the entire service DFSS deployment and execution process
* Full discussions of all the key methods involved in service DFSS, including axiomatic design, design for X, the theory of inventive problem solving (TRIZ), transfer function, design scorecards, and Taguchi's method
* Practical, illustrative examples that demonstrate how the theory is put into practice
* Assistance in developing the necessary skills in applying DFSS in organizational settings
Problems and their solutions are provided at the end of each chapter to help readers grasp the key concepts they need to move forward in the text. Acclaro DFSS Light(r), a Java-based software package that implements axiomatic design processes discussed in Chapter Eight, is available for download from an accompanying Wiley ftp site. Acclaro DFSS Light(r) is a software product of Axiomatic Design Solutions, Inc.
This book is ideal as a reference to service DFSS for corporate executives, quality control managers, and process engineers, or as a complete training manual for DFSS teams. It is also a superior textbook for graduate students in management, operations, and quality assurance.
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Customer Reviews
Average Customer Rating: 
Great Reference! 2006-02-23
Great reference for Service Design for Six Sigma. Dr El-Haik and Mr. Roy have done a beautiful job of clearly outlining the methodology for DFSS while diving in depth into the critical tools. This is a must have for those who are doing DFSS for service applications.
James Wasiloff's Perspectives on this Important New Text 2005-10-27
Dr. Basem El-Haik and Dave Roy have delivered a tremendous research effort that will support the successful implementation of service focused DFSS for years to come. The book is organized into seventeen well structured chapters. The usual collection of references may also be used to gather source materials for additional study. This work is an extensive collection of topics relevant to service design and design optimization and forms an excellent referential basis for DFSS endeavors. The text is easy to read and understand and contains many examples for conceptreinforcement. An understanding of calculus and matrix math, while not a prerequisite, will be very helpful for certain sections of the book.
Congratulations to the authors for their excellent reference work on the science of design. It appears that this text is the culmination and integration of several important areas of research. The integration of the emerging tool called "Axiomatic Design" into most of the topics is a highlight of the text. El-Haik and Roy have published concepts that are unique to service design. I recommend this book to anyone who is serious about preemptive design and the integration of various design methodologies. I have not dsicovered such a comprehensive book for service design of six sigma. I started using this book for advanced experimental design and taguchi methods, but ultimately ended up understanding the complete roadmap for design of six sigma. The systems approach allows an enthusiast reader to start anywhere, without having to spend time refering back to earlier chapters. The relatively newer trends as TRIZ and axiomatic design have also been nicely dealt with.
Overall, this is a very nice and easy read book, with excellent and well defined examples. A must for everyone who wants a quick refresher on the design principles of six sigma.
Great Read!!!! Hands on ... 2005-10-24
This is one of the first Six Sigma books that provides a solid roadmap for Process Design. Good examples, limited jargon, solid tools, well written. I would highly recommed it to anybody involved in a process design.
VP Engineering 2005-10-08
Whether you are new to Six Sigma or are a seasoned Six Sigma Black Belt this book is a must read. The power of applying Design for Six Sigma in the Services arena can not be overstated where tangible results can be realized if Service products are designed that delight the end customer. This book does a great job presenting an easy to follow Service DFSS roadmap that introduces the powerful Six Sigma tools that will help ensure that a robust end product is designed. Also, struggle no more with Quality Function Deployment (QFD) as this book does a superb job of breaking it down and providing succinct instruction on how to get it right. Highly recommended!
You get the whole roadmap 2005-10-04
This is a great reference book for DFSS principles in a transactional or service environment. The authors stay true to their focus on transactional processes and provide practical examples to guide the reader through the traditional tools such as QFD, TRIZ, Design Scorecards and DOE. They also manage to easily integrate Lean tools such as Value Stream Mapping and Waste Elimination into the overall process. It doesn't feel like a re-hashing of shop floor lean with the word "office" inserted in from time to time. The focus really is on defining the customers and the design challenges in a service/back office setting. Beyond the tools, there is also some great reference material for the entire roadmap of establishing a program including deployment strategies, training, and resource planning.
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