Six Sigma: SPC and TQM in manufacturing and services
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Aldershot
Gower
2001
|
| Edition: | Repr. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Includes index |
| Physical Description: | XIII, 140 S. graph. Darst. |
| ISBN: | 0566083744 |
Staff View
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Record in the Search Index
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| adam_text | Contents
List of figures and tables vii
Acknowledgements ix
Introduction xi
1 The development of quality 1
Quality before consultants 1
American quality discovered 3
Quality goes Japanese 4
Quality returns to America 5
Summary 6
2 What is Six Sigma? 7
The new paradigm 8
The methodology of Six Sigma 9
The statistical basis of Six Sigma 10
Statistical primer 17
Six Sigma in manufacturing 30
Statistical Process Control 33
Total Quality Management 34
Six Sigma in service industries 35
Summary 36
3 Understanding an organization 37
Adding value to products and services 37
A strategy for products and services 40
Core and enabling processes 42
Summary 49
4 Understanding the customer 51
External customers 52
Internal customers 53
Customer satisfaction 54
V
VI CONTENTS
Practical customer research 57
Determining Critical To Quality characteristics 60
Summary 67
5 The vision and benefit of Six Sigma 69
To be world class 69
Cost of quality 71
Working with customers and suppliers 75
Summary 78
6 Implementing Six Sigma in practice 79
The strategy of quality improvement 79
Process improvement projects 84
A five step methodology 86
Champions of quality 94
Selecting the staff 97
Working with quality assurance 98
Examples of successful Six Sigma in practice 98
Summary 107
7 Looking to the future 109
Process oriented organizations 109
From two to four sigma 111
Beyond four sigma 113
Designing new processes 115
Use of technology 118
Conclusion 121
Summary 121
Appendix 123
Implementing Six Sigma in small organizations 123
The challenge of Six Sigma in medium sized enterprises 126
Experiences in large, global organizations 129
DPMO to process sigma conversion table 131
Index 135
List of Figures and Tables
FIGURES
2.1 TheSIPOCmap 11
2.2 Random data showing a normal distribution pattern 13
2.3 Defects as a tail of a normal distribution 14
2.4 Example of a pie chart 19
2.5 The uniform distribution 21
2.6 The binomial distribution 21
2.7 The Poisson distribution 22
2.8 Three examples of a normal distribution 23
2.9 The standard normal curve 24
2.10 The effect of shift and spread on performance sigma 26
2.11 The visible difference between three and six sigma 28
2.12 Calculating process sigma directly from the normal distribution 28
2.13 A move towards Six Sigma quality drives down cost 32
3.1 Added value trade off diagram 38
3.2 Example of added value for a simple service 39
3.3 Elements of process mapping 42
3.4 Typical core processes 45
4.1 Part of a CTQ tree 52
4.2 Examples of survey questions 59
4.3 Kano analysis diagram f 4
4.4 Simultaneous multi attribute level trade off questionnaire 67
5.1 Good and bad process paths 72
5.2 Increasing the customer pool 73
5.3 Process step cost savings 73
6.1 Typical improvement methodology 87
6.2 Example of a control chart 93
6.3 Process before improvement 103
6.4 Main effects plot 103
6.5 Process after improvement 104
7 l Process capability design 4
7 2 Process capability targets 1 r
TABLES
2.1 Defects and opportunities *
2.2 Comparison of multi stage final yield 32
4.1 Ranked survey 61
4.2 Customer needs matrix 65
4.3 Critical targets and limits 66
A.I DPMO to process sigma conversion table 132
vii
|
| adam_txt |
Contents
List of figures and tables vii
Acknowledgements ix
Introduction xi
1 The development of quality 1
Quality before consultants 1
American quality discovered 3
Quality goes Japanese 4
Quality returns to America 5
Summary 6
2 What is Six Sigma? 7
The new paradigm 8
The methodology of Six Sigma 9
The statistical basis of Six Sigma 10
Statistical primer 17
Six Sigma in manufacturing 30
Statistical Process Control 33
Total Quality Management 34
Six Sigma in service industries 35
Summary 36
3 Understanding an organization 37
Adding value to products and services 37
A strategy for products and services 40
Core and enabling processes 42
Summary 49
4 Understanding the customer 51
External customers 52
Internal customers 53
Customer satisfaction 54
V
VI CONTENTS
Practical customer research 57
Determining Critical To Quality characteristics 60
Summary 67
5 The vision and benefit of Six Sigma 69
To be world class 69
Cost of quality 71
Working with customers and suppliers 75
Summary 78
6 Implementing Six Sigma in practice 79
The strategy of quality improvement 79
Process improvement projects 84
A five step methodology 86
Champions of quality 94
Selecting the staff 97
Working with quality assurance 98
Examples of successful Six Sigma in practice 98
Summary 107
7 Looking to the future 109
Process oriented organizations 109
From two to four sigma 111
Beyond four sigma 113
Designing new processes 115
Use of technology 118
Conclusion 121
Summary 121
Appendix 123
Implementing Six Sigma in small organizations 123
The challenge of Six Sigma in medium sized enterprises 126
Experiences in large, global organizations 129
DPMO to process sigma conversion table 131
Index 135
List of Figures and Tables
FIGURES
2.1 TheSIPOCmap 11
2.2 Random data showing a normal distribution pattern 13
2.3 Defects as a tail of a normal distribution 14
2.4 Example of a pie chart 19
2.5 The uniform distribution 21
2.6 The binomial distribution 21
2.7 The Poisson distribution 22
2.8 Three examples of a normal distribution 23
2.9 The standard normal curve 24
2.10 The effect of shift and spread on performance sigma 26
2.11 The visible difference between three and six sigma 28
2.12 Calculating process sigma directly from the normal distribution 28
2.13 A move towards Six Sigma quality drives down cost 32
3.1 Added value trade off diagram 38
3.2 Example of added value for a simple service 39
3.3 Elements of process mapping 42
3.4 Typical core processes 45
4.1 Part of a CTQ tree 52
4.2 Examples of survey questions 59
4.3 Kano analysis diagram f 4
4.4 Simultaneous multi attribute level trade off questionnaire 67
5.1 'Good' and 'bad' process paths 72
5.2 Increasing the customer pool 73
5.3 Process step cost savings 73
6.1 Typical improvement methodology 87
6.2 Example of a control chart 93
6.3 Process before improvement 103
6.4 Main effects plot 103
6.5 Process after improvement 104
7 l Process capability design "4
7 2 Process capability targets 1'r'
TABLES
2.1 Defects and opportunities *"
2.2 Comparison of multi stage final yield 32
4.1 Ranked survey 61
4.2 Customer needs matrix 65
4.3 Critical targets and limits 66
A.I DPMO to process sigma conversion table 132
vii |
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| index_date | 2024-07-02T13:15:08Z |
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| institution | BVB |
| isbn | 0566083744 |
| language | English |
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| spelling | Tennant, Geoff Verfasser aut Six Sigma SPC and TQM in manufacturing and services Geoff Tennant Repr. Aldershot Gower 2001 XIII, 140 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes index Klantenservice gtt Kwaliteitscontrole gtt Kwaliteitszorg gtt Productiemanagement gtt Statistische methoden gtt Customer services Quality control Statistical methods Production management Statistical methods Quality control Statistical methods Six sigma (Quality control standard) Total quality management Statistische Prozesslenkung (DE-588)4249675-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s Statistische Prozesslenkung (DE-588)4249675-5 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014158585&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Tennant, Geoff Six Sigma SPC and TQM in manufacturing and services Klantenservice gtt Kwaliteitscontrole gtt Kwaliteitszorg gtt Productiemanagement gtt Statistische methoden gtt Customer services Quality control Statistical methods Production management Statistical methods Quality control Statistical methods Six sigma (Quality control standard) Total quality management Statistische Prozesslenkung (DE-588)4249675-5 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4249675-5 (DE-588)4219057-5 |
| title | Six Sigma SPC and TQM in manufacturing and services |
| title_auth | Six Sigma SPC and TQM in manufacturing and services |
| title_exact_search | Six Sigma SPC and TQM in manufacturing and services |
| title_exact_search_txtP | Six Sigma SPC and TQM in manufacturing and services |
| title_full | Six Sigma SPC and TQM in manufacturing and services Geoff Tennant |
| title_fullStr | Six Sigma SPC and TQM in manufacturing and services Geoff Tennant |
| title_full_unstemmed | Six Sigma SPC and TQM in manufacturing and services Geoff Tennant |
| title_short | Six Sigma |
| title_sort | six sigma spc and tqm in manufacturing and services |
| title_sub | SPC and TQM in manufacturing and services |
| topic | Klantenservice gtt Kwaliteitscontrole gtt Kwaliteitszorg gtt Productiemanagement gtt Statistische methoden gtt Customer services Quality control Statistical methods Production management Statistical methods Quality control Statistical methods Six sigma (Quality control standard) Total quality management Statistische Prozesslenkung (DE-588)4249675-5 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Klantenservice Kwaliteitscontrole Kwaliteitszorg Productiemanagement Statistische methoden Customer services Quality control Statistical methods Production management Statistical methods Quality control Statistical methods Six sigma (Quality control standard) Total quality management Statistische Prozesslenkung Qualitätsmanagement |
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