Lean Six Sigma for service how to use Lean Speed and Six Sigma Quality to improve services and transactions
This text fills the need for a service-based approach; explaining how companies of all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process. --
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| Format: | eBook |
| Language: | English |
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New York
McGraw-Hill
2003
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| Collection: | O'Reilly - Collection details see MPG.ReNa |
Table of Contents:
- 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)
- Success story #1 Lockheed Martin
- Seeing services through your customers' eyes
- Success story #2 Bank One
- Executing corporate strategy with Lean Six Sigma
- Success story #3 City of Fort Wayne, Indiana
- The value in conquering complexity
- Success story #4 Stanford Hospital and Clinics. 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)