Service design -- What is six sigma -- Introduction to service design for six sigma (DFSS) -- Service design for six sigma deployment -- Service DFSS project road map -- Service DFSS transfer function and scorecards -- Quality function deployment (QFD) -- Process modeling and process management -- Theory of inventive problem solving (TRIZ) for service -- Introduction to design for transactional DFX -- Failure mode and effect analysis (FMEA) -- Fundamentals of experimental design -- Service design robustness -- Discrete event simulation -- Design validation -- Supply chain process -- DFSS in the supply chain

1. Six sigma (Quality control standard)
2. Total quality management