Six Sigma Beyond the Factory Floor : Deployment Strategies for Financial Services, Health Care, and the Rest of the Real Economy

Table of Contents:

Preface.

I. THE CASE FOR SIX SIGMA BEYOND THE FACTORY FLOOR.

1. A Holistic View of Six Sigma.

    The Impact of Six Sigma Beyond the Factory Floor.

Intangible Impact.

    Integration of Process Design, Process Improvement, and Process Control.

    The Essence of Six Sigma.

Deployment Aspects.

Improvement Projects.

Six Sigma Methods and Tools.

    Roles of Six Sigma Leaders.

    The Rest of the Story.

    Summary.

    References.

2. Addressing the Fundamental Barrier: "We’re Different!"

    Why Six Sigma Hasn't Been Deployed Holistically.

Some Potential Root Causes.

The Fundamental Barrier. 

    What’s Different? 

Conceptual Differences. 

Technical Differences. 

    What’s Similar? 

What Is Process Thinking? 

    Summary. 

    References. 

II. ENSURING SUCCESSFUL DEPLOYMENT.

3. Deployment Case Studies.

    The Bank of America Story.

Deployment Strategy.

Next Steps.

    Commonwealth Health Corporation.

Getting Started.

Deployment Strategy and Initial Results.

Expansion of the Effort and Current Status.

    Motorola Finance.

Deployment Within the Audit Staff.

Broader Deployment Within Finance.

    GE Research and Development.

Corporate Research Gets Into the Act.

A Strategy Takes Form.

Design for Six Sigma.

Some Unique Challenges.

    Key Deployment Lessons Learned.

    Summary.

    References.

4. A Proven Deployment Road Map.

    Keys to Success.

Committed and Involved Leadership.

Top Talent.

Supporting Infrastructure.

    Road Map for Leading Six Sigma.

Launching the Initiative.

Managing the Effort. 

Sustaining Momentum and Growing.

The Way We Work.

    Tailoring the Road Map for Your Organization.

    Deployment Plan Elements.

Strategy and Goals.

Process Performance Measures.

Project Selection Criteria.

Project Identification and Prioritization System.

Deployment Processes for Leaders.

Roles of Leadership and Others.

Curricula and Training System.

Project and Six Sigma Initiative Review Schedule.

Project Reporting and Tracking System.

Audit System for Previously Closed Projects.

Reward and Recognition Plan.

Communication Plan.

    Application to Specific Businesses and Functions.

Specific Business Application Areas.

Specific Functions.

    Pitfalls to Avoid.

    “Begin with the End in Mind”–Take a Systems View.

    Summary.

    References.

III. ENSURING PROJECT SUCCESS.

5. Project Case Studies.

    A Six Sigma Approach to Predicting Corporate Defaults.

Define.

Measure.

Analyze.

Design.

Verify.

Conclusion.

    An Application to Legal Litigation.

Background.

Define.

Measure.

Analyze.

Improve.

Control.

Conclusion.

    The Batch Records Case.

Define.

Measure.

Analyze.

Improve.

Control.

Conclusion.

    Summary.

    References.

6. Improvement Happens Project by Project.

    Keys to Completing Successful Projects.

Selecting Good Six Sigma Projects.

Selecting the Right People.

Using the Right Methodology.

Management Project Reviews. 

Guidance from MBBs.

Right Involvement by Functional Groups.

Project Closure–Moving On to the Next Project.

    How Projects Can Fail.

Failures in Specific Project Phases.

    A Holistic Model for Improvement.

Integrating Process Improvement and Control.

    Creating the Improvement System.

Using the DMADV and DMAIC Improvement Models.

DMAIC Process Improvement Model.

    Solution-Known Projects.

    Training for Project Improvement.

    Training Beyond the Factory Floor.

    Summary.

    References.

IV. OVERCOMING METHODS AND TOOLS CHALLENGES.

7. Unique Technical Challenges in Applying the Methods and Tools.

    How to Think About the Tools.

    Additional Guidance for Real Economy Applications.

    Key Tools Beyond the Factory Floor.

Tool Integration.

Individual Tools.

Some Additional Tools Particularly Useful Beyond the Factory Floor.

    Unique Technical Challenges Beyond the Factory Floor.

Non-Normal Data Distributions.

The Truth About the Normal Distribution and the Normality Assumption.

Strategies For Handling Non-Normal Data.

What About Discrete Data? 

Lean Services? 

    Summary.

    References.

8. Making Six Sigma Your Strategic Signature.

    The Strategic Signature.

    New Ways of Thinking.

Use Six Sigma as a Leadership Development Tool.

Not Only a Methodology, but Also an Infrastructure.  

Use Six Sigma Across All Functions, Including Customers and Suppliers.

Use Six Sigma to Create a Common Corporate Culture.

Manage Six Sigma Projects As a Portfolio.

Think Improvement, Not Training.

Putting a Stamp on the Organization. 

    Summary.

    References.

Appendix - List of Acronyms.

Index.

目錄：

前言。
第一部分：超越工廠的六標準差案例。
1. 六標準差的整體觀。
- 六標準差在工廠以外的影響。
- 流程設計、流程改進和流程控制的整合。
- 六標準差的本質。
- 部署方面。
- 改進項目。
- 六標準差的方法和工具。
- 六標準差領導者的角色。
- 故事的其餘部分。
- 總結。
- 參考文獻。
2. 解決根本障礙：“我們不同！”
- 六標準差尚未全面部署的原因。
- 潛在的根本原因。
- 根本障礙。
- 有何不同？
- 概念上的差異。
- 技術上的差異。
- 有何相似之處？
- 什麼是流程思維？
- 總結。
- 參考文獻。
第二部分：確保成功部署。
3. 部署案例研究。
- 美國銀行的故事。
- 部署策略。
- 下一步。
- 共和健康公司。
- 開始。
- 部署策略和初步結果。
- 努力擴大和目前狀況。
- 摩托羅拉金融。
- 在審計人員中部署。
- 在財務部門的更廣泛部署。
- GE研究和開發。
- 企業研究參與其中。
- 策略形成。
- 六標準差設計。
- 參與者的角色。
- 總結。
- 參考文獻。