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AuthorGeorge, Michael L
TitleLean Six Sigma for service [electronic resource] : how to use Lean Speed and Six Sigma Quality to improve services and transactions / Michael L. George
Imprint New York ; London : McGraw-Hill, c2003
Connect tohttp://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=100671
Descript xiv, 386 p. : ill

CONTENT

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)


Six sigma (Quality control standard) Service industries -- Quality control -- Statistical methods Quality control -- Statistical methods Electronic books.



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