Design for six sigma for service /

"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.

Bibliographic Details
Main Author:	Yang, Kai (Author)
Corporate Author:	McGraw-Hill Companies
Format:	eBook
Language:	English
Language Notes:	In English.
Published:	New York, N.Y. : McGraw-Hill Education, [2005]
Edition:	First edition.
Series:	McGraw-Hill's AccessEngineering.
Subjects:	Service industries > Management. Six sigma (Quality control standard) Service industries > Quality control > Statistical methods. Quality control > Statistical methods. Quality control > Standards. Consumer satisfaction > Statistical methods. Customer services > Management. Marketing > Management. Value analysis (Cost control) Brand name products > Marketing. Creative thinking. Inventions. Theory of constraints (Management) Electronic books.
Online Access:	Connect to the full text of this electronic book

Table of 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.