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Design for six sigma for service

Author: Kai Yang
Publisher: New York : McGraw-Hill, ©2005.
Series: Six sigma operational methods series.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
"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.
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Kai Yang
ISBN: 0071445552 9780071445559
OCLC Number: 57281827
Description: xi, 452 pages : illustrations ; 24 cm.
Contents: 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.
Series Title: Six sigma operational methods series.
Responsibility: Kai Yang.
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Abstract:

Rigorously describes the utility of Design for Six Sigma in the service industry.  Read more...

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