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Lean Six Sigma for service : how to use Lean Speed and Six Sigma Quality to improve services and transactions

Author: Michael L George
Publisher: New York : McGraw-Hill, 2003.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
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  Read more...
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Michael L George
ISBN: 0071418210 9780071418218 0070582580 9780070582583
OCLC Number: 52143805
Notes: Includes index.
Description: xiv, 386 pages : illustrations ; 23 cm
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).
Responsibility: Mike L. George.
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Abstract:

Describing the basic elements of successful deployment, this work shows you how Lean Six Sigma can cut costs by reducing complexity; how to utilize its tools to provide better quality service; and  Read more...

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