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

Bibliographic Details
Main Author:	George, Michael L.
Corporate Author:	NetLibrary, Inc
Format:	eBook
Language:	English
Published:	New York ; London : McGraw-Hill, [2003]
Subjects:	Six sigma (Quality control standard) Service industries > Quality control > Statistical methods. Quality control > Statistical methods. Electronic books.
Online Access:	Connect to the full text of this electronic book

Table of 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).