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Preface | |
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Principles of Six Sigma | |
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The Foundations of Six Sigma: Principles of Quality Management | |
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Business Performance Improvement and Six Sigma | |
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The Evolution of Six Sigma | |
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From Craftsmanship to the Industrial Revolution | |
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The Early Twentieth Century | |
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Post-World War II | |
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The U.S. "Quality Revolution" | |
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Early Successes in Quality Management | |
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The Rise and Fall of TQM | |
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Enter Six Sigma | |
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Quality as a Business Performance Metric | |
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Quality from the Design Perspective | |
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Quality from the Customer Perspective | |
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Quality from the Operations Perspective | |
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Customer-Driven Quality | |
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Quality Principles and Six Sigma | |
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Customer Focus | |
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Participation and Teamwork | |
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Process Focus and Continuous Improvement | |
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Six Sigma and Competitive Advantage | |
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Six Sigma and Business Results | |
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Case Study: The Evolution of Quality at Xerox: From Leadership through Quality to Lean Six Sigma | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Endnotes | |
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Principles of Six Sigma | |
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Process Concepts and Systems Thinking | |
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Systems Thinking | |
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The Six Sigma Body of Knowledge | |
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Metrics and Measurement | |
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The Statistical Basis of Six Sigma | |
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Six Sigma Problem Solving | |
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The DMAIC Methodology | |
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Six Sigma In Service Organizations | |
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Case Study: Ford's Drive To Six Sigma Quality | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Problems | |
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Endnotes | |
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Six Sigma DMAIC Methodology | |
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Project Organization, Selection, and Definition | |
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Organizing for Six Sigma Projects | |
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Six Sigma Project Management | |
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Project Reviews | |
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Six Sigma Project Teams | |
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People Skills | |
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Skills for Team Leaders | |
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Skills for Team Members | |
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Team Dynamics | |
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Six Sigma Project Selection | |
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Factors in Project Selection | |
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Cost of Quality | |
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Pareto Analysis | |
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Process Definition | |
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Models for Project Selection | |
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Project Definition | |
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High Level Process Maps: SIPOC | |
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Identifying Customer CTQs | |
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Project Review-Define Phase | |
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Case Study: Defining the "Not Found" Project at Fidelity Investments | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Problems | |
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Endnotes | |
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Process Measurement | |
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Process Metrics | |
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Identifying and Selecting Process Metrics | |
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Data Collection | |
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Check Sheets | |
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Sampling and Sampling Error | |
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Data Summarization | |
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Descriptive Statistics | |
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Statistical Calculations with Microsoft Excel | |
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Histograms | |
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Charts and Graphs | |
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Measurement System Evaluation | |
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Metrology | |
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Measurement System Evaluation and Verification | |
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Calibration | |
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Process Capability Evaluation | |
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Process Capability Studies | |
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Process Capability Indexes | |
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Benchmarking | |
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Project Review-Measure Phase | |
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Case Study: Measurement for Process Improvement at Middletown Regional Hospital | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Problems | |
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Endnotes | |
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Process Analysis | |
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Statistical Methods in Six Sigma | |
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Probability Distributions | |
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Important Probability Distributions | |
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Basic Statistical Methods | |
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Statistical Inference | |
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Enumerative and Analytic Studies | |
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Regression and Correlation | |
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Analysis of Variance (ANOVA) | |
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Tools for Process Analysis | |
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Process Mapping | |
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Value Stream Mapping | |
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Statistical Thinking for Understanding Process Variation | |
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Root Cause Analysis | |
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Cause-and-Effect Diagrams | |
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Project Review-Analyze Phase | |
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Case Study: Applying Statistical Analysis in a Six Sigma Project at GE Fanuc | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Problems | |
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Endnotes | |
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Process Improvement | |
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Principles of Process Improvement | |
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Flexibility and Cycle Time Reduction | |
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Breakthrough Improvement | |
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Tools for Process Improvement | |
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Analyzing Process Maps | |
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Kaizen Blitz | |
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Poka-Yoke (Mistake-Proofing) | |
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Creative Thinking | |
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Six Sigma and Lean Production | |
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Lean Six Sigma and Services | |
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Implementation Planning | |
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The Deming Cycle | |
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The Seven Management and Planning Tools | |
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Project Review-Improve Phase | |
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Case Study: An Application of Six Sigma to Reduce Medical Errors | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Problems | |
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Endnotes | |
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Process Control | |
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Control Systems | |
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Documentation and Audits | |
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Control in Services | |
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Statistical Process Control | |
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SPC Metrics | |
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Run Charts and Control Charts | |
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Capability and Control | |
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Constructing and Using Control Charts | |
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Control Charts for Variable Data | |
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Microsoft Excel Templates | |
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Interpreting Patterns in Control Charts | |
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Control Charts for Attributes | |
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Attributes Charts with Variable Sample Size | |
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Other Types of Control Charts | |
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Controlling Six Sigma Processes | |
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Project Review-Control Phase | |
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Case Study: Using a Control Chart in a Receiving Process | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Problems | |
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Endnotes | |
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Design for Six Sigma | |
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Design for Six Sigma-Concept and Design Development | |
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Overview of DFSS | |
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Concept Development | |
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Understanding the Voice of the Customer | |
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Concept Engineering | |
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Design Development | |
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Quality Function Deployment | |
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The House of Quality | |
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Beyond the House of Quality | |
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Detailed Design and Analysis | |
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Design for Manufacturability | |
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Design Failure Mode and Effects Analysis | |
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Reliability Prediction In DFSS | |
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Basic Concepts and Definitions | |
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Reliability Measurement | |
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Reliability and the Exponential Distribution | |
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Predicting System Reliability | |
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Case Study: The Pivot Initiative at Midwest Bank | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Problems | |
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Endnotes | |
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Design for Six Sigma-Optimization and Verification | |
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Design Optimization and Verification | |
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Design of Experiments | |
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Factorial Experiments | |
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Taguchi Methods for Robust Design | |
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Setting Tolerances with the Taguchi Loss Function | |
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Design for Reliability | |
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Reliability Evaluation | |
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Simulation In DFSS | |
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Process Simulation | |
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Monte-Carlo Simulation | |
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Applying Monte-Carlo Simulation in Six Sigma: Catapult Design | |
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Design Verification | |
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Case Study: Using DOE to Evaluate Battery Life | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Problems | |
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Endnotes | |
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Six Sigma Implementation | |
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Implementing Six Sigma | |
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Principles for Six Sigma Implementation | |
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Project Management | |
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Organizational Culture and Change Management | |
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Cultural Values | |
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The Role of Employees in Cultural Change | |
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Managing Change | |
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Enterprise Leadership | |
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Leadership and Strategic Planning | |
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Leadership, Strategy, and Organizational Structure | |
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Knowledge Management | |
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Case Study: Six Sigma Integration at Samsung | |
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Review Questions | |
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Discussion Questions | |
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Things to Do | |
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Endnotes | |
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Appendix A | |
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Appendix B | |
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Index | |