Our website is having a makeover! www.thecasecentre.org will be unavailable from 10h (BST) on Saturday 31 July until 17h on Sunday 1 August while our team makes the new site live.

Design for Six Sigma For Service

by Kai Yang
McGraw-Hill Professional, May 2005
Ref MHP0641BC

six sigma

This comprehensive handbook aggressively tackles the difficulties involved in applying rigorous Six Sigma statistical methods to service environments. It delivers solid, effective solutions that can help your organization achieve measurable gains in customer satisfaction, cost reduction, value improvement, change management, and process performance. Featuring detailed design guidance and valuable tips, this book provides the specifics you need to create product value through improved service practices.

The primary objective of this book is to provide a systematic framework for implementing DFSS in various service industries. It is clear that DFSS in the service industry should support the following two key activities: (1) design and planning of service products; and (2) design and management of service delivery processes.

Purchase the full article now

About the author

Dr. Kai Yang is a Professor in the department of Industrial and Manufacturing Engineering at Wayne State University, USA

Back to list of featured articles

Share this page:

A resource for business

Journal montage
We distribute over 8,000 articles published in a wide range of leading management journals and newsletters. 
  • Effective Executive
  • IESE Insight
  • International Commerce Review: ECR Journal
  • Ivey Business Journal
  • MIT Sloan Management Review

Find out more