| Description |
xiv, 386 p. : ill. ; 24 cm. |
| Note |
Includes index. |
| 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). |
| Subject |
Six sigma (Quality control standard)
|
| ISBN |
0071418210 : 326.99 |
| Standard No. |
UKM bA3X6329 |
|
