Keynote addresses

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The keynote addresses will be delivered by Tim Davis, Jaap van den Heuvel and Eva Holm. Tim Davis

Science, engineering, and statistics

Tim Davis


Symmetry, parsimony, and unification are important principles that govern the character of physical law. We show how these principles can be applied in engineering to develop a framework which centres on the identification and avoidance of failure modes through design. To support this approach, a new definition of reliability, not requiring probability, but rather based on physics, geometry, and the properties of materials, will be proposed. We will also show how the nature of the inductive-deductive learning cycle provides the framework for statistical science to be embedded into engineering practice, with particular regard to failure mode avoidance.

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Formerly Quality Director of the Ford North American Truck business, Dr Davis was appointed Henry Ford Technical Fellow in Quality Engineering in 2001 for his internationally recognised work with statistical science in automotive engineering. The award is the highest technical recognition given within Ford Motor Company, and has been awarded only eleven times in the 100-year history of the company. He was also appointed to lead the technical investigation into the Firestone tyre tread separation.

Dr Davis is an honorary professor in the Department of Statistics at the University of Birmingham and has published over 20 research papers in top journals and co-authored with Dr Dan Grove the definitive textbook "Engineering Quality and Experimental Design". He has also written and delivered many keynote speeches and lectures at universities around the world.

Dr Davis is a Chartered Engineer (CEng) and Fellow of the Institute of Mechanical Engineers (IMechE) in London, and a Chartered Statistician (C.Stat.) and Fellow of the Royal Statistical Society (RSS). He has previously been Chairman of the RSS Business and Industrial Section, and has served as Vice President of the Society. Additionally, he is also a senior member of the American Society for Quality (ASQ), an elected member of the International Statistical Institute (ISI), and a member of the American Statistical Association (ASA).

For an extended biography see The working life of a statistical engineer. Jaap van den Heuvel

The implementation of Six Sigma in a hospital

Jaap van den Heuvel


At the end of 2001, the Red Cross Hospital located in Beverwijk, The Netherlands, started the implementation of Six Sigma. Over the past three years we have integrated the Six Sigma methods and since assigned a Black Belt as a coordinator to actualise our Six Sigma organisation. Systematically, with 10 to 15 participants per group, three groups of Green Belts have been trained. Furthermore, the hospital has initiated twenty projects in various departments including nursing departments.

The presentation will give a short description of how each project was executed in the Red Cross Hospital. Also all costs and revenues related to the implementation of Six Sigma will be demonstrated. This will then be followed by conclusions drawn from our experiences as well as what our future ambitions are concerning Six Sigma.

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Jaap van den Heuvel is a MD and has earned an MBA. He began his career as a physician in a general hospital. He then became a management consultant in the area of Information Technology. In 1993, he began managing a nursing home and then in an academic hospital. Currently, he is General Director of the Red Cross Hospital in Bever wijk, The Netherlands. Eva Holms

Monitoring customer satisfaction for bus services in the Greater Copenhagen area

Eva Holms



The Transport Division of the Greater Copenhagen Authority is responsible for the running of urban bus services and some local railways in the Greater Copenhagen Region. It co-ordinates the daily operation of 1100 buses on about 270 routes, corresponding to the production of 859 million passenger kilometers. Routes are tendered on gross-cost contracts, and the role of the Transport division is to determine the schedules and fares, and to set standards for quality, service and the design of the buses.

Each year a total of 25000 customers rate various aspects of the bus service. The presentation will describe how the system has been designed to inspire the contractors to self-monitoring, and also as an incentive programme for bus operators. It will be demonstrated how the management information system provides information at levels ranging from a whole tender to each answer in the individual interview. Also the experience with using the system will be reported.

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Eva Holm is a BA and Head of Quality Monitoring and Development in Greater Copenhagen Authority. Besides developing Quality Control by digital measures, system optimizing and processing user requirements she has represented the Traffic Authority in a 4-year intervention research programme chaired by the Danish NIOH for the development of healthier working environment for bus drivers in the Copenhagen region.