There is a new book (Wiley; June 2005; $84.95; Cloth; 0-471-68291-8) in the market that offers a comprehensive guide to consistent, high-quailty service for any organization. The book is aptly titled Service Design for Six Sigma: A Roadmap for Excellence.
The book presents a detailed, easy-to-master procedure. Yet it promises a highly effective data-driven method that prevents defects in any type of service process. The Design for Six Sigma or DFSS method discussed in the book provides a proactive approach that leads not only to “a whole quality business” producing high-quality products and services, but also operates at lower cost and higher efficiency throughout the entire life cycle.
Service Design for Six Sigma also discusses innovation, interface management, and Voice of Customer (VOC) process integration, as well as axiomatic design, design for X, the theory of inventive problem solving, transfer function, design scorecards, and Taguchi’s method. All these concepts and strategies will definitely equip readers with the necessary skills to apply DFSS to organizational settings.
It is a very good reference for corporate executives, quality control managers, and process engineers, or even as a complete training manual for DFSS teams. Graduate students in management, operations, and quality assurance will also benefit from this book.
Service Design for Six Sigma: A Roadmap for Excellence
