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. --

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: George, Michael L.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York ; London : McGraw-Hill, ©2003.
Temas:
Six sigma (Quality control standard)
Service industries > Quality control > Statistical methods.
Quality control > Statistical methods.
Six Sigma.
Services (Industrie) > Qualité > Contrôle > Méthodes statistiques.
Qualité > Contrôle > Méthodes statistiques.
BUSINESS & ECONOMICS > Quality Control.
TECHNOLOGY & ENGINEERING > Quality Control.
Quality control > Statistical methods
Service industries > Quality control > Statistical methods
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • 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).

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