Design for six sigma for service /

"Design for Six Sigma for Service provides hardcore optimization strategies for essential customer-contact business environments. For serious quality professionals determined to bring excellence to the most challenging organizational structures, this book is the perfect tool."--Jacket.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Yang, Kai (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York, N.Y. : McGraw-Hill Education, [2005]
Edición:First edition.
Colección:McGraw-Hill's AccessEngineering.
Temas:
Service industries > Management.
Six sigma (Quality control standard)
Service industries > Quality control > Statistical methods.
Quality control > Statistical methods.
Quality control > Standards.
Consumer satisfaction > Statistical methods.
Customer services > Management.
Marketing > Management.
Value analysis (Cost control)
Brand name products > Marketing.
Creative thinking.
Inventions.
Theory of constraints (Management)
Electronic books.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Ch. 1. Six sigma in service organizations
  • Ch. 2. Design for six sigma road map for service
  • Ch. 3. Value creation for service product
  • Ch. 4. Customer survey design, administration, and analysis
  • Ch. 5. Customer value management
  • Ch. 6. Quality function deployment
  • Ch. 7. Value engineering
  • Ch. 8. Brand development and brand strategy
  • Ch. 9. Theory of inventive problem solving (TRIZ)
  • Ch. 10. Design and improvement of service processes
  • process management
  • Ch. 11. Statistical basics and six sigma metrics
  • Ch. 12. Theory of constraints.

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