1st Edition

Lean Six Sigma in Service Applications and Case Studies

Edited By Sandra L. Furterer Copyright 2009
    482 Pages 275 B/W Illustrations
    by CRC Press

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    In real life, data is messy and doesn’t always fit into normal statistical distributions. This is especially true in service industries where the variables are, well, variable and directly related to and measured by the constantly changing needs of customers. As the breadth and depth of tools available has increased across the integrated Lean Six Sigma landscape, their integrated application has become more complex. Filled with case studies using real-world data, Lean Six Sigma in Service: Applications and Case Studies demonstrates how to integrate a suite of tools to make sense of an unstructured problem and focus on what is critical to customers.

    Using a clean, clear writing style that is not overly technical, the author describes the Six Sigma DMAIC (Define-Measure-Analyze-Improve-Control) and Design for Six Sigma IDDOV (Identify-Define-Design-Optimize-Validate) problem solving approaches and how they can be applied to service and transaction-related processes. The case studies illustrate the application of Lean Six Sigma tools to a wide variety of processes and problems including, but not limited to financial process improvement, designing a recruiting process, managing a college’s assets, and improving educational processes. Examples of tools include Pareto analysis, cause and effect analysis, failure mode and effects analysis, statistical process control, SIPOC, process flow charts, project management tools, cost of quality analysis, and Lean tools, such as 5S, 8 wastes, and the 5 whys.

    Ultimately, the Lean Six Sigma team must show improvement against the metrics that assess customer satisfaction. This book includes strategies for integrating Lean Six Sigma tools into measurable improvement processes and eliminating the root causes of problems. With its inclusion of case studies and an alternative approach to the material, the book provides an instant understanding of how others have successfully applied Lean Six Sigma tools. This understanding then translates into processes that can be applied to any service organization.

    Instructional Strategies for Using This Book

    Lean Six Sigma Roadmap Overview

    Design for Six Sigma Roadmap Overview

    Sunshine High School Discipline Process Improvement – A Lean Six Sigma Case Study

    Financial Services Improvement in a City Government – A Lean Six Sigma Case Study

    Industrial Distribution and Logistics (IDIS) Program Recruiting Process Design – A Lean Six Sigma Case Study

    CECS Inventory and Asset Management Process Improvement – A Lean Six Sigma Case Study

    High School Advanced Placement Open Access Process Assessment – A Lean Six Sigma Case Study

    Project Charter Review Process Design – A Design for Six Sigma Case Study

    Assessing Lean Six Sigma Project Success: A Case Study Applying A Lean Six Sigma Post Project Assessment Strategy

    The Future and Challenge of Lean Six Sigma


    Sandra L. Furterer

    "... the contribution of the editor as a teacher is reflected in explaining how to apply and integrate tools of Lean Six Sigma. She is an ASQ Certified Six Sigma Black Belt and experienced consultant. Therefore, the book is an authoritative treatise on the subject. The utility of the book is enhanced by engaging the reader with Lean Six Sigma projects. Case exercises have been provided for each phase of Define-Measure-Analyze-Improve-Control (DMAIC) or Identify-Define-Optimize-Validate (IDDOV) problem–solving methodology. Each phase provides the solution that can be used as a guide to solve next phase of project. ... this is a very useful book for students who wish to learn the Lean Six Sigma technique and how to apply to the methodology to real projects."
    —Krishna B. Misra, International Journal of Performability Engineering