Quality Management book from C.H.I.P.S.

Service Design for Six Sigma
A Roadmap for Excellence
by Basem El-Haik
and David M. Roy

Service Design for Six Sigma 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 Service Design for Six Sigma 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, Service Design for Six Sigma 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.


  1. Service Design
  2. What is Six Sigma
  3. Introduction to Service Design for Six Sigma
  4. Service Design for Six Sigma Deployment
  5. Service DFSS Project Road Map
  6. Service DFSS Transfer Function and Scorecards
  7. Quality Function Deployment (QFD)
  8. Process Modeling and Process Management
  9. Theory of Inventive Problem Solving (TRIZ) for Services
  10. Introduction to Design for Transactional DFX
  11. Failure Mode and Effect Analysis (FMEA)
  12. Fundamentals of Experimental Design
  13. Service Design Robustness
  14. Discrete Event Simulation
  15. Design Validation
  16. Supply Chain Process
  17. DFSS in Supply Chain Example

click here to see books videos cd-roms of related interest


Service Design for Six Sigma
A Roadmap for Excellence
by Basem El-Haik and David M. Roy

2005 424 pages $99.95 + shipping
Texas residents please add 6.75 % sales tax

copyright © 1997-2009 Culinary and Hospitality Industry Publications Services