Design for Six Sigma for Service by Kai YangDesign for Six Sigma for Service by Kai Yang

Design for Six Sigma for Service

byKai Yang

Hardcover | June 21, 2005

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The primary objective of this new book is to provide a comprehensive reference for those who work in a service industry setting. Unlike Design for Six Sigma a Roadmap for Product Development, this new book will address the 5 leading issues in the service industry, which are customer satisfaction, cost reduction, value improvement, change management and process performance measurements.
Kai Yang, Ph.D., has wide experience in quality and reliability engineering. The Executive Director of Enterprise Excellence Institute, a renowned quality engineering organization based in West Bloomfield, Michigan, he is co-author of the influential Design for Six Sigma: A Roadmap for Product Development. He is also Professor of Indus...
Title:Design for Six Sigma for ServiceFormat:HardcoverDimensions:512 pages, 9.1 × 6.3 × 1.49 inPublished:June 21, 2005Publisher:McGraw-Hill EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0071445552

ISBN - 13:9780071445559


Table of Contents

DFSS in a Service Organization

DFSS Roadmap in Service Organizations

Value Analysis and Enhancement

Lean Operation and Process Analysis

Process Design: Deployment and Management

Customer Analysis

Service Quality Measures

Theory of Inventive Problem Solving for Service

Theory of Constraints

Change Management

Basic Statistical Methods in Service DFSS

Advanced Statistical Methods in Service DFSS