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Six Sigma for transactions and service

Author: Parveen S Goel
Publisher: New York : McGraw-Hill, ©2005.
Series: Six sigma operational methods series.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:
"Six Sigma for Transactions and Service delivers a comprehensive roadmap to optimize customer-related business functions. Featuring how-tos for making systems such as customer billing, order processing, and call center management more cost-effective and truly "customer-centric," this reference provides the hands-on specifics required to create and implement self-sustaining - even self-improving - transactional and  Read more...
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Additional Physical Format: Online version:
Six Sigma for transactions and service.
New York : McGraw-Hill, ©2005
(OCoLC)607494513
Online version:
Six Sigma for transactions and service.
New York : McGraw-Hill, ©2005
(OCoLC)607897881
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Parveen S Goel
ISBN: 0071443304 9780071443302
OCLC Number: 56527079
Notes: Series statement from jacket.
Description: xviii, 555 pages : illustrations ; 24 cm.
Contents: pt. 1. Service quality benchmarks. Roles of services and transactions in global and U.S. economy ; Quality in services and transactions ; Service performance indicators ; The service crisis --
pt. 2. Transactional Six Sigma. Introduction ; Define and develop ; Measure and trends ; Analyze and innovate ; Embed --
pt. 3. Designing for service. Axioms of service design ; Customer driven transactional processes ; Designing transactional processes for Six Sigma ; Design and optimize service to ensure a robust service package ; Implementing Six Sigma in service organizations ; Six Sigma in services ; Six Sigma in outsourcing ; Managing human capital.
Series Title: Six sigma operational methods series.
Responsibility: Parveen S. Goel [and others].
More information:

Abstract:

Many of the Six Sigma methods successfully used in manufacturing are being utilised in the transactional and service sectors. However, business-specific issues such as customer billing, order  Read more...

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