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

Book Description

Bring the miracle of Lean Six Sigma improvement out of manufacturing and into services

Much of the U.S. economy is now based on services rather than manufacturing. Yet the majority of books on Six Sigma and Lean--today's major quality improvement initiatives--explain only how to implement these techniques in a manufacturing environment.

Lean Six Sigma for Services 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.

Filled with case studies detailing dramatic service improvements in organizations from Lockheed Martin to Stanford University Hospital, this bottom-line book provides executives and managers with the knowledge they need to:

Reduce service costs by 30 to 60 percent
Improve service delivery time by 50 percent
Expand capacity by 20 percent without adding staff

Customer Reviews:

Very good book.......2007-10-10

I think this book contains a very informative overview of the application of six sigma methodolgies for service. Very good reading for any professional interested in Lean Six Sigma. I also strongly recommend Lean Six Sigma That Works: A Powerful Action Plan for Dramatically Improving Quality, Increasing Speed, And Reducing Waste along side of it.

Good Overview.......2007-09-09

I found this book very well written and easy to understand. Although repetitive at times Mr. George did a good job of explaining both Lean and Six Sigma concepts along with some case studies.
Like I said; A good overview without all the details.

Stop teaching, start learning.......2007-05-18

Together with K.Yang's Design for Six Sigma for Services, George's book form a pair of well-meant, but utterly ineffective efforts to translate the six sigma know-how into applicable tools for designing and improving service products and processes.

Both books suffer from exactly the same problem: a very strong manufacturing background, which refuses to stay out of the way, while the authors try to explain 6S concepts and techniques under a services business light.

Examples after examples are taken from pure manufacturing processes - the sort with names like "etching" and "plating".

This is not a matter of bad didactics. It is not a question of learning through manufacturing examples and then easily applying the same concepts and techniques in the services environment. As both authors promptly address at their introductory "why this book" paragraphs, service processes are inherently different from manufacturing processes. Most of them do not even have any physical output. Their tasks or "repetitive units of work" have usually to be described in such high-level, generic ways that render them useless - think of the tasks of a senior associate in a large law firm. That is precisely why the services industry needs so badly a body of knowledge about quality management. George's and Yang's books, unfortunately fall far behind, on this task.

These are books on quality of services that do not cover, to any meaningful length, the role of call centers in designing services processes (not to mention the whole science of quality maangement in call centers); they do not touch the subjects of scripting, Queuing Theory, yield management or any other obvious subjects that come to the mind of any practitioner of process improvement in the banking, retail, hospitality, or professional services industries.

What is behind this?

George is the guy that invented Lean Six Sigma. Yang is a Ph.D., practitioner and professor of quality engineering. Why can't these top-notch professionals produce useful tests on their field of expertise, when it comes to service industry applications?

My hypothesis is that large services companies - the sort of clients that hire projects that are sufficiently large and complex to call (and pay) for methodology and theory building - have consistently neglected the consulting firms that specialize in quality engineering projects, like George's George Group, Yang's Enterprise Excellence Institute, as well as their eminent ancestors, Juran and Demming Institutes. These companies have, instead, hired mainly management consulting firms - the McKinsey's and Accenture's - to help them in their challenges with processes and quality improvement. Why would that have happened?

The advent of business process reengineering (BPR), in the early 90's, was severely criticized by the quality engineering practitioners and warmly embraced by the management consultants. This happened exactly at the time when the IT revolution (decentralized networks, low-platform applications, etc.) opened the gates for radical innovation in services process engineering. Banks, insurance companies, hospitals, retail chains, everybody in the services industries (much, much more than in the manufacturing arena) had their plates full of opportunities for radical process innovation - the sort of projects management consultants were selling, not the step-improvements, group-oriented sort offered by quality consultants. And you know what? These clients were right in their choice.

The problem is, now that all this new technology has been deployed in all these new processes, now that jobs were eliminated by the millions, all over the world, productivity has soared but so has confusion, bad services, non-conformity. So now is the time for our friends in the quality engineering trenches to step-up and actively target the services industry. Maybe they should forget about writing books, right now - they do not yet have the raw material for a complete corpus of knowledge on quality engineering for services. Maybe they should start learning from veterans of process improvement for services outside the quality management community. And definitely, they should start learning by doing large projects for large services organizations.

a must read.......2007-05-13

LSS in the context of service organizations, this is a must read. Highly exceptional introduction with practical examples. the layout of the information provides an organized roadmap for familiarization.

Great blend of Lean & Six Sigma.......2007-05-08

I found this book very practical and well integrated across the Six Sigma and Lean disciplines. Case studies illustrate every principle throughout the book. I have marked mine up with highlights and use it as a reference on a regular basis. It's not the universe of knowledge on either discipline, but is a good synthesis of the two, and helpful for finding the right tools for the problem and accomplishing project goals.

Design for Six Sigma for Service (Six SIGMA Operational Methods)

Average customer rating:

Stop teaching, start learning
A must for any service large or small
very good
Excellent Guide

Design for Six Sigma for Service (Six SIGMA Operational Methods)
Kai Yang
Manufacturer: McGraw-Hill Professional
ProductGroup: Book
Binding: Hardcover

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Quality Control | Management & Leadership | Business & Investing | Subjects | Books

All Amazon Upgrade | Amazon Upgrade | Stores | Books

Business & Investing | Amazon Upgrade | Stores | Books

All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books

Business & Investing | Qualifying Textbooks - Fall 2007 | Stores | Books
Similar Items:

Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
Six Sigma for Transactions and Service (Six Sigma Operational Methods)
Service Design for Six Sigma: A Roadmap for Excellence
The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to 100 Tools for Improving Quality and Speed
Design for Six Sigma Statistics

ASIN: 0071445552

Book Description

The primary objective of this new book is to provide a comprehensive reference for those who work in a service industry setting. Unlike Design for Six Sigma a Roadmap for Product Development, this new book will address the 5 leading issues in the service industry, which are customer satisfaction, cost reduction, value improvement, change management and process performance measurements.

Customer Reviews:

Stop teaching, start learning.......2007-10-25

Together with M.George's Lean Six Sigma For Service, Yang's book form a pair of well-meant, but utterly ineffective efforts to translate the six sigma know-how into applicable tools for designing and improving service products and processes.

Both books suffer from exactly the same problem: a very strong manufacturing background, which refuses to stay out of the way, while the authors try to explain 6S concepts and techniques under a services business light.

For instance, not even to explain the basics of process mapping (Yang, pag. 358-362) service processes are used as examples. Processes with phases like "etching", "metalising", and "plating" are used instead.
This is not a matter of bad didactics. It is not a question of learning through manufacturing examples and then easily applying the same concepts and techniques in the services environment. As both authors promptly address at their introductory "why this book" paragraphs, service processes are inherently different from manufacturing processes. Most of them do not even have any physical output. Their tasks or "repetitive units of work" have usually to be described in such high-level, generic ways that render them useless - think of the tasks of a senior associate in a large law firm. That is precisely why the services industry needs so badly a body of knowledge about quality management. Yang's and George's books, unfortunately fall far behind, on this task.

Yang's book has an upside, as well as an additional downside:

The upside is Yang's excellent first chapter, presenting a high-level inventory of the services industry landscape. It is also a good summary of the many aspects of 6S and Lean disciplines.

The downside is that the overall structure of the book is a mistake. After two chapters, or 46 pages of introduction, the remainder of the book is structured around techniques and tools (full of manufacturing examples), not around services processes, so well inventoried in the first chapter.

The result is a book on quality of services that dedicates exactly one page to the theme of call centers; that doesn't touch the subjects of scripting, Queuing Theory, yield management or any other obvious subjects that come to the mind of any practitioner of process improvement in the banking, retail, hospitality, or professional services industries.
What is behind this?

George is the guy that invented Lean Six Sigma. Yang is a Ph.D., practitioner and professor of quality engineering. Why can't these top-notch professionals produce useful tests on their field of expertise, when it comes to service industry applications?

My hypothesis is that large services companies - the sort of clients that hire projects that are sufficiently large and complex to call (and pay) for methodology and theory building - have consistently neglected the consulting firms that specialize in quality engineering projects, like George's George Group, Yang's Enterprise Excellence Institute, as well as their eminent ancestors, Juran and Demming Institutes. These companies have, instead, hired mainly management consulting firms - the McKinseys and Accentures - to help them in their challenges with processes and quality improvement. Why would that have happened?

The advent of business process reengineering (BPR), in the early 90's, was severely criticized by the quality engineering practitioners and warmly embraced by the management consultants. This happened exactly at the time when the IT revolution (decentralized networks, low-platform applications, etc.) opened the gates for radical innovation in services process engineering. Banks, insurance companies, hospitals, retail chains, everybody in the services industries (much, much more than in the manufacturing arena) had their plates full of opportunities for radical process innovation - the sort of projects management consultants were selling, not the step-improvements, group-oriented sort offered by quality consultants. And you know what? These clients were right in their choice.

The problem is, now that all this new technology has been deployed in all these new processes, now that jobs were eliminated by the millions, all over the world, productivity has soared but so has confusion, bad services, non-conformity. So now is the time for our friends in the quality engineering trenches to step-up and actively target the services industry. Maybe they should forget about writing books, right now - they do not yet have the raw material for a complete corpus of knowledge on quality engineering for services. Maybe they should start learning from veterans of process improvement for services outside the quality management community. And definitely, they should start learning by doing large projects for large services organizations.

A must for any service large or small.......2006-03-08

This is a great book which tackles most of the difficult issues confronting service organizations (as opposed to manufacturing) as they strive for excellence.

As a key player in the field of Process Management I am keenly aware of the cause of failure for most service businesses. The primary defect in in many service businesses is that they often lack Customer Focus.

This book brings the issue of customer focus onto center stage by discussing the concepts of value as the core basis for successful brand development. In addition to very good philosophical discussions the book also provides several useful tools such as TRIZ and Service Process Management that are essential for DFSS deployment in a service environment. The book also has good examples that illustrate application of the tools. It would be great if several complete case studies can be provided in a future edition.

very good.......2006-02-03

very good book and well written however it has only theory and not calculations of using six sigma to improve.

Good for those new to six sigma who want to find out how six sigma can help their organisations.

Excellent Guide.......2005-07-03

As a former business manager and a current marketing executive, I've had extensive experience in various sectors of the service industry. What makes customers come back? What puts a brand name that everyone recognizes on a product or service? Starbucks doesn't serve a radically different product from a no-name coffeeshop, but it takes quite a bit of market savvy and good business management for success in the service industry. This book gives the answers for success in three most important aspects of this industry: consistently good quality of products/services, efficient management of the delivery process, and positive customer/provider interactions. It's not the backing of a rich uncle and the hiring of supermodels to film commercials that distinguishes the best from the mediocre, it's correct management and good service methods. Out of all the books I've read on the topic, this is certainly one of the best.

Six Sigma for Financial Services: How Leading Companies Are Driving Results Using Lean, Six Sigma, and Process Management

Average customer rating:

Applies to more than financial services
Solid advice on customer service for financial-services companies
A must read for financial service leaders and process professionals

Six Sigma for Financial Services: How Leading Companies Are Driving Results Using Lean, Six Sigma, and Process Management
Rowland Hayler , and Michael Nichols
Manufacturer: McGraw-Hill
ProductGroup: Book
Binding: Hardcover

General | Business & Investing | Subjects | Books

Quality Control | Management & Leadership | Business & Investing | Subjects | Books

Total Quality Management | Management & Leadership | Business & Investing | Subjects | Books

General | Industries & Professions | Business & Investing | Subjects | Books

The Lean Pocket Handbook for Financial Services
Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to 100 Tools for Improving Quality and Speed
What is Six Sigma Process Management?
Six Sigma Beyond the Factory Floor: Deployment Strategies for Financial Services, Health Care, and the Rest of the Real Economy (Six Sigma)

ASIN: 0071470379

Book Description

THREE WORLD-CLASS MANAGEMENT METHODS.

ONE COMPREHENSIVE RESOURCE.

Finally, top executives across the global financial services industry are catching on-and catching up-to what the world's most successful corporations have known for more than a decade: The performance improvement principles of Six Sigma, Lean, and Process Management can be applied to all aspects of any company's operations-with remarkable results.

If you want to take advantage of these proven, performance-enhancing methods, tools, and techniques, this reference helps you to use Six Sigma and other tools in a wide range of financial service applications: commercial or savings banks, diversified financials, securities, insurance firms, and more. Six Sigma for Financial Services delivers a complete and groundbreaking model specifically for financial services created by two experts of Six Sigma deployment and Process Management.

Clear, concise, and comprehensive, this hands-on guide features actual experiences from frontline managers and executives in financial services firms all around the world. You'll see, up close and personal, how they used Six Sigma to illustrate key points and achieve optimal performance in their companies. You'll learn firsthand why business process excellence is crucial for success in an increasingly competitive, mission-critical industry. Using Lean, Six Sigma, and other process tools, you'll be able to run leaner and more efficiently, and provide improved service with the best possible returns.

Customer Reviews:

Applies to more than financial services.......2007-06-12

Business process excellence methods can and should be used everywhere. Look at the author's examples and figure out how they can relate to your business. Identify your objectives and use the methods to reach those goals.

Solid advice on customer service for financial-services companies.......2007-05-02

The title of this book is misleading. In fact, its subtitle is more relevant. It does not focus on Six Sigma only, but rather on a variety of tools that companies offering financial services are - or should be - using to achieve what Rowland Hayler and Michael D. Nichols call "business process excellence": creating the greatest possible value for customers. The book is based on a study (described in the index) of 11 leading financial-services companies, some international and some local. The authors frequently cite useful examples from their respondents to anchor some of their theories in real life. Unfortunately, managers who are eager to benefit from this important information may find the authors' prose opaque and abstract. The charts and chapter summaries are helpful, but some readers may need perseverance to learn from this book. Nevertheless, we find the authors' goal laudable: to show how financial-services companies can improve their often-abysmal customer service standards, and thus increase their profits and competitiveness.

A must read for financial service leaders and process professionals.......2007-01-31

As a certified Six Sigma Black Belt and more importantly having a leadership role in a financial service company, I found this book to be very insightful.
Hayler and Nichols's model for Business Process Excellence provided great examples on how to execute enterprise wide process improvements.
By reading this book, I was able to assess my own company's journey to business process excellence, highlighting opportunities and tools to enhance and evolve our program. I have recommended this book to some of our executive management team responsible for enterprise process improvement and I'm sure productive conversations will have resulted from it.

Average customer rating:

Six Sigma for IT Management
Sven Den Boer (Lead Author) , Rajeev Andharia , Melvin Harteveld , Linh C Ho , Patrick L Musto , and Silva Prickel
Manufacturer: Van Haren Publishing
ProductGroup: Book
Binding: Paperback

General | Business & Investing | Subjects | Books

MIS | Industries & Professions | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Technical Support | Business & Culture | Computers & Internet | Subjects | Books

General | Computers & Internet | Subjects | Books

All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books

Business & Investing | Qualifying Textbooks - Fall 2007 | Stores | Books

Computers & Internet | Qualifying Textbooks - Fall 2007 | Stores | Books
Similar Items:

Metrics for IT Service Management
Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives
Frameworks for IT Management: An Introduction
ITIL Service Support and Service Delivery Process Model
Service Agreements: A Management Guide

ASIN: 9077212302

Product Description

This is a unique publication, giving the application of the Six Sigma approach in combination with ITIL best practice. Six Sigma provides a quantitative methodology of continuous (process) improvement and cost reduction, by reducing the amount of variation in process outcomes. This book demonstrates how IT can be made to work as an enabler to better business processes.

Transactional Six Sigma and Lean Servicing: Leveraging Manufacturing Concepts to Achieve World-Class Service

Average customer rating:

A must read for anyone who is in Six Sigma or involved with improving quality in their organization.
Lean Servicing??
Excellent Choice!
Another hype
This is a very good book and green belt reference tool

Transactional Six Sigma and Lean Servicing: Leveraging Manufacturing Concepts to Achieve World-Class Service
Betsi Harris Ehrlich
Manufacturer: CRC
ProductGroup: Book
Binding: Hardcover

General | Business & Investing | Subjects | Books

Leadership | Management & Leadership | Business & Investing | Subjects | Books

Quality Control | Management & Leadership | Business & Investing | Subjects | Books

Total Quality Management | Management & Leadership | Business & Investing | Subjects | Books

Entrepreneurship | Small Business & Entrepreneurship | Business & Investing | Subjects | Books

Industrial Relations | Industries & Professions | Business & Investing | Subjects | Books

All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books

Business & Investing | Qualifying Textbooks - Fall 2007 | Stores | Books

Professional | Qualifying Textbooks - Fall 2007 | Stores | Books
Similar Items:

Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to 100 Tools for Improving Quality and Speed
What is Lean Six Sigma
The Big Book of Six Sigma Training Games: Proven Ways to Teach Basic DMAIC Principles and Quality Improvement Tools (Big Book)
The Complete Lean Enterprise: Value Stream Mapping for Administrative and Office Processes

ASIN: 1574443259

Book Description

Service industries have traditionally lagged manufacturing in adoption of quality management strategies and Six Sigma is no exception. While there are a growing number of books on applying the hot topics of Six Sigma and Lean Manufacturing concepts in a manufacturing environment, there has not been a mainstream book that applies these techniques in a service environment, until now. Transactional Six Sigma and Lean Servicing™: Leveraging Manufacturing Concepts to Achieve World Class Service is a ground breaking "how-to" book that serves as a practical guide for implementing Six Sigma and Lean Manufacturing methods in a transactional service oriented environment. It uses real case studies and examples to show how Six Sigma and Lean Servicing™ techniques have been implemented and proven effective in achieving substantial documented results. Lean Servicing™ is the author's own term used to describe the application of Lean Manufacturing concepts to transactional and service processes. Liberal use of examples, graphics, and tables will assist you in grasping the difficult concepts. Transactional Six Sigma and Lean Servicing™ covers both theory and practical application of Lean Servicing™, Six Sigma DMAIC and Six Sigma DFSS concepts and methods so you can implement them effectively in your service organization and achieve reduced costs and a new level of service excellence.

Customer Reviews:

A must read for anyone who is in Six Sigma or involved with improving quality in their organization........2005-08-27

Having been a Green Belt and now a full time Black Belt, this is the first book that I have found out of several that I have read that is exactly what I am doing day to day. The book is easy to understand and sheds additional light on the processes of Six Sigma. The chapters give excellent examples! The author is very skilled at her trade. She is currently a Master Black Belt and instructor with my organization. I, along with many others rely on her expertise. Thanks Betsi, you're a great mentor.

Lean Servicing??.......2003-06-07

I bought the book to learn about Lean Servicing. While Lean Servicing is 50% of the title, it is less than 10% of the text. Just one case study/example.

Excellent Choice!.......2003-01-12

If you are a Six Sigma novice or a new Black Belt or Green Belt, this is the book for you! Ehrlich's book takes the mystery out of Six Sigma by explaining the concepts of using Six Sigma and Lean in the service industry succinctly and accurately. The book has great servicing examples that make the concepts very easy to comprehend.

I highly recommend this book and intend to make it a "must read" for my associates.

Another hype.......2002-10-21

Being a certified MBB I was looking for something with more substance. A typical off the shelf book regading Six Sigma methodology and application. I was expecting more from the lean perspective and it absolutely failed at delivering anything regading lean processing. Just another hype to sell the lean manufacturing priciple with a poor execution.

This is a very good book and green belt reference tool.......2002-10-01

!After having read this book in greater detail a second time I felt obligated to rewrite my review!
Transactional Six Sigma and Lean Servicing is an easy read and laid exceptionally well. If you want to learn how to apply six sigma without all the rollout hoop-la this is a good book for you.
Too many of the newer books spend too much time discussing the road map of a full blown roll-out but lets face it, most of the people purchasing six sigma books are probably trying to apply the DMAIC problem solving approach on their own. If you're one of these people this book is for you.

Since I work in a transactional environment, I thought the Lean Servicing portion of the book, one chapter, would contain some good tips or new insight that I could apply to my gigs, but I was disappointed. The chapter simply describes how to perform a good process analysis.

However, I did enjoy the chapters (1.5 and 1.6) that discussed the history of quality and six sigma. These chapters are very well written and very, very interesting.

Betsi did a masterful job describing DOE and basic statistics in simple terms.

I can't believe how many times I find myself using this book as a reference tool!!

Transactional Six Sigma for Green Belts: Maximizing Service And Manufacturing Processes
Average customer rating:

Must Read For Any Transactional Six Sigma Student

Transactional Excellence

Transactional Six Sigma for Green Belts: Maximizing Service And Manufacturing Processes
Samuel E. Windsor
Manufacturer: ASQ Quality Press
ProductGroup: Book
Binding: Paperback

General | Business & Investing | Subjects | Books
Leadership | Management & Leadership | Business & Investing | Subjects | Books
Management | Management & Leadership | Business & Investing | Subjects | Books
Quality Control | Management & Leadership | Business & Investing | Subjects | Books
Total Quality Management | Management & Leadership | Business & Investing | Subjects | Books
Similar Items:

The Big Book of Six Sigma Training Games: Proven Ways to Teach Basic DMAIC Principles and Quality Improvement Tools (Big Book)

Six Sigma Statistics with EXCEL and MINITAB

Six Sigma and Minitab: A complete toolbox guide for all Six Sigma practitioners (2nd edition)

The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to 100 Tools for Improving Quality and Speed

Six Sigma Beyond the Factory Floor: Deployment Strategies for Financial Services, Health Care, and the Rest of the Real Economy (Six Sigma)

ASIN: 0873896718

Customer Reviews:

Must Read For Any Transactional Six Sigma Student.......2006-01-27

As an accounting manager, I have found this book to be extremely helpful in increasing the efficiency of my staff and the overall performance of my office. The book's ease of use allowed for rapid implementation of some of the Six Sigma principles for problem solving. The user-friendly text made a complicated technical system realistic and accessible to this lay person. I highly recommend this book for any professional who wants to improve the quality of the work environment.

Transactional Excellence.......2006-01-26

I sincerely hope this first release from Samuel Windsor is not his last. He has shown a magnificent grasp of his subject matter, which he's made simple to understand in this book. I have read through the book twice, the author, seems to have the knack of making you feel like he's living his subject. Truly excellent.

Many businesses forget or ignore the impacts that need to be made in their "transactional" processes much to their detriment, Mr Windsor has written a work which brings to the fore an urgent need for companies to address these processes, he's also supplied the tools and techniques in a wonderfully simple way.

This book ought to be a priority buy for people at all levels in business. Senior managers ought to encourage those in "Transactional" processes to get this book. Much better would be for Mr Windsor to teach these revolutionary concepts and further breed his fresh approach to business excellence.

Most certainly one of the best transactional business books in years !

Alexander Barr
Director of Quality
Applied Data Systems Inc.
Columbia, MD, USA

Six Sigma for Transactions and Service (Six Sigma Operational Methods)

Average customer rating:

A GREAT RESOURCE FOR PRACTICING MANAGERS

Six Sigma for Transactions and Service (Six Sigma Operational Methods)
Parveen S. Goel , Praveen Gupta , Rajeev Jain , and Rajesh K. Tyagi
Manufacturer: McGraw-Hill Professional
ProductGroup: Book
Binding: Hardcover

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

Management Science | Management & Leadership | Business & Investing | Subjects | Books

Quality Control | Management & Leadership | Business & Investing | Subjects | Books

All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books

Business & Investing | Qualifying Textbooks - Fall 2007 | Stores | Books
Similar Items:

Design for Six Sigma for Service (Six SIGMA Operational Methods)
Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
Service Design for Six Sigma: A Roadmap for Excellence
The Big Book of Six Sigma Training Games: Proven Ways to Teach Basic DMAIC Principles and Quality Improvement Tools (Big Book)
Six Sigma Financial Tracking and Reporting (Six SIGMA Operational Methods)

ASIN: 0071443304

Book Description

Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service sectors. However, business-specific issues such as customer billing, order processing, and call center management require a modified set of problem-solving and analytical tools. This resource addresses those differences and provides a roadmap for impelementing "customer-centric" Six Sigma.

Contents: Transactional Quality Benchmarks: Service Operations, Corporations and Industries * Service Performance Indicators * The Service Crisis * Transactional Six Sigma: Define and Develop, Measure and Trends, Analyze and Improve, Embed * Designing for Transactional Services: Actions of Service Design * Customer Driven Transactional Processes * Designing Transactional Processes * Optimize the Service Design to Ensure a Robust Service Package * Transactional Business * Human Capital * Implementing TSS, Six Sigma in Transactional Processes

Customer Reviews:

A GREAT RESOURCE FOR PRACTICING MANAGERS.......2005-01-30

A VERY TOPICAL BOOK FOR THE PRACTICING MANAGERS WHO ARE IN THE SERVICE INDUSTRY. AUTHORS HAVE USED A VERY SIMPLE LANGUAGE TO BRING OUT THE CONCEPTS, DELVED THEM WITH SOME GOOD EXAMPLES THAT MAKE SENSE, AND HAVE OFFERED SOLUTIONS. MOST PEOPLE ARE SO BUSY AT WORK, WITH ROUTINES, THEY FORGET THE FUNDAMENTALS AND THE NEW DIMENSIONS AND THE DYNAMICS. THE KNOWLEDGE AND EXPERIENCE OF THIS TEAM OF AUTHORS IN THE FORM OF THIS BOOK, WILL BE A GREAT HELP IN INCORPORATING THE SIX SIGMA CONCEPTS, MEASURE UPTO THE CHALLENGES OF TIME THE TRANSACTIONS AND SERVICE INDUSTRY IS CURRENTLY FACING, AND IMPROVING THE BOTTOM LINE. THE OVERALL PRESENTATION OF THE BOOK IS VERY GOOD AND THE PUBLISHERS - MCGRAW HILL, AS USUAL HAVE DONE WELL.

THE AUTHORS NEED TO BE CONGRATULATED FOR DOING SUCH A FINE JOB.

Six Sigma : SPC and TQM in Manufacturing and Services

Average customer rating:

Six Sigma : SPC and TQM in Manufacturing and Services
Geoff Tennant
Manufacturer: Ashgate Publishing
ProductGroup: Book
Binding: Hardcover

General | Business & Investing | Subjects | Books

Production & Operations | Management & Leadership | Business & Investing | Subjects | Books

Quality Control | Management & Leadership | Business & Investing | Subjects | Books

Total Quality Management | Management & Leadership | Business & Investing | Subjects | Books

All Titles | Qualifying Textbooks - Fall 2007 | Stores | Books

Business & Investing | Qualifying Textbooks - Fall 2007 | Stores | Books

Professional | Qualifying Textbooks - Fall 2007 | Stores | Books
ASIN: 0566083744

Answering the call: BellSouth tailors lean and Six Sigma to fit the service industry.(Enhances organizational capability): An article from: Industrial Engineer

Average customer rating:

Answering the call: BellSouth tailors lean and Six Sigma to fit the service industry.(Enhances organizational capability): An article from: Industrial Engineer
Marcela Dunphy , and Roderick Lewis
Manufacturer: Thomson Gale
ProductGroup: Book
Binding: Digital

General | Business & Investing | Subjects | Books

Management | Management & Leadership | Business & Investing | Subjects | Books

General | Science | Subjects | Books

Science & Technology | Subjects | e-Docs | Formats | Books

Book Description

This digital document is an article from Industrial Engineer, published by Thomson Gale on August 1, 2006. The length of the article is 2941 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Answering the call: BellSouth tailors lean and Six Sigma to fit the service industry.(Enhances organizational capability)
Author: Marcela Dunphy
Publication: Industrial Engineer (Magazine/Journal)
Date: August 1, 2006
Publisher: Thomson Gale
Volume: 38 Issue: 8 Page: 24(6)

Distributed by Thomson Gale

Army news service (Feb. 1, 2006): command gets gold for leading in Lean Six Sigma.(Acquisition & Logistics Excellence) : An article from: Defense AT & L

Average customer rating:

Army news service (Feb. 1, 2006): command gets gold for leading in Lean Six Sigma.(Acquisition & Logistics Excellence) : An article from: Defense AT & L
Kenneth Hall
Manufacturer: Thomson Gale
ProductGroup: Book
Binding: Digital

Management | Management & Leadership | Business & Investing | Subjects | Books

General | Science | Subjects | Books

Science & Technology | Subjects | e-Docs | Formats | Books

Book Description

This digital document is an article from Defense AT & L, published by Thomson Gale on May 1, 2006. The length of the article is 857 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Army news service (Feb. 1, 2006): command gets gold for leading in Lean Six Sigma.(Acquisition & Logistics Excellence)
Author: Kenneth Hall
Publication: Defense AT & L (Magazine/Journal)
Date: May 1, 2006
Publisher: Thomson Gale
Volume: 35 Issue: 3 Page: 88(2)

Distributed by Thomson Gale

Books:

Books Index

Books Home

Recommended Books