Lean Six Sigma for Service How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions

ISBN-10: 0071418210
ISBN-13: 9780071418218
Edition: 2003
List price: $37.00 Buy it from $3.94
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Description: This title explains how Six Sigma and Lean, two major quality improvement programs, can be implemented to achieve dramatic improvements in cost, quality and speed in service environments such as health care, hotels, banking, purchasing, or any  More...

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Book details

List price: $37.00
Copyright year: 2003
Publisher: McGraw-Hill Companies, The
Publication date: 7/15/2003
Binding: Hardcover
Pages: 400
Size: 6.25" wide x 9.25" long x 2.00" tall
Weight: 1.716
Language: English

This title explains how Six Sigma and Lean, two major quality improvement programs, can be implemented to achieve dramatic improvements in cost, quality and speed in service environments such as health care, hotels, banking, purchasing, or any non-manufacturing business.

Acknowledgments
Introduction
Using Lean Six Sigma for Strategic Advantage in Service
The ROI of Lean Six Sigma for Services
Getting Faster to Get Better (Why You Need Both Lean and Six Sigma)
Seeing Services Through Your Customers' Eyes
Executing Corporate Strategy with Lean Six Sigma
The Value in Conquering Complexity
Deploying Lean Six Sigma in Service Organizations
Phase 1: Readiness Assessment
Phase 2: Engagement (Creating Pull)
Phase 3: Mobilization
Phase 4: Performance & Control
Improving Services
Service Process Challenges
Using DMAIC to Improve Service Processes
First Wave Service Projects
Raising the Stakes in Service Process Improvement
Designing World-Class Services (Design for Lean Six Sigma)
Index

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