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

Name: Lean Six Sigma for Service How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
Availability: InStock
ISBN: 9780071418218

ISBN-10: 0071418210

ISBN-13: 9780071418218

Edition: 2003

Authors: Michael L. George, Michael L. George

List price: $41.00

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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.

Book details

List price: $41.00
Copyright year: 2003
Publisher: McGraw-Hill Education
Publication date: 7/15/2003
Binding: Hardcover
Pages: 400
Size: 6.40" wide x 9.20" long x 1.10" tall
Weight: 1.540
Language: English

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide



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