1st Edition

Transactional Six Sigma and Lean Servicing Leveraging Manufacturing Concepts to Achieve World-Class Service

By Betsi Harris Ehrlich Copyright 2002
    296 Pages 79 B/W Illustrations
    by CRC Press

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    Service industries have traditionally lagged manufacturing in adoption of quality management strategies and Six Sigma is no exception. While there are a growing number of books on applying the hot topics of Six Sigma and Lean Manufacturing concepts in a manufacturing environment, there has not been a mainstream book that applies these techniques in a service environment, until now.

    Transactional Six Sigma and Lean Servicing™: Leveraging Manufacturing Concepts to Achieve World Class Service is a ground breaking "how-to" book that serves as a practical guide for implementing Six Sigma and Lean Manufacturing methods in a transactional service oriented environment. It uses real case studies and examples to show how Six Sigma and Lean Servicing™ techniques have been implemented and proven effective in achieving substantial documented results. Lean Servicing™ is the author's own term used to describe the application of Lean Manufacturing concepts to transactional and service processes.

    Liberal use of examples, graphics, and tables will assist you in grasping the difficult concepts. Transactional Six Sigma and Lean Servicing™ covers both theory and practical application of Lean Servicing™, Six Sigma DMAIC and Six Sigma DFSS concepts and methods so you can implement them effectively in your service organization and achieve reduced costs and a new level of service excellence.

    Overview of Six Sigma
    Overview of Lean Manufacturing
    Six Sigma Compared to TQM and Baldrige Quality Approaches
    Common Six Sigma Terms
    A Historical Perspective
    Quality Hall of Fame
    Organizational Success Factors
    Leadership Matters
    Six Sigma as a Strategic Initiative
    Internal Communication Strategy & Tactics
    Formally Launching Six Sigma
    Organization Structure
    Six Sigma Training Plan
    Project Selection
    Assessing Organizational Readiness
    Common Pitfalls
    Managing Organizational Change
    Work as a Process
    Vertical Functions and Horizontal Processes
    Voice of the Customer
    Identify the Customer
    Collect VOC Data
    Critical-to-Quality (CTQ) Customer Requirements
    Final Note
    Project Management
    Project Management Challenges
    Project Culture
    Project Management Processes
    Team Typing
    Team Stages-Understanding Team Dynamics
    Characteristics of Effective Teams
    Define Phase
    Introduction to the DMAIC Phases
    Define Phase Overview
    Project Charter
    Voice of the Customer
    High-Level Process map
    Project Team
    Case Study: Define Phase
    Measure Phase
    Introduction to Statistical Methods
    Data Collection Plan
    Choosing Statistical Software
    Measure Tools
    Six Sigma Measurements
    Cost of Poor Quality
    Probability Distributions
    Technical Zone: Measurement System Analysis
    Technical Zone: Process Capability
    Analyze Phase
    Process Analysis
    Hypothesis Testing
    Statistical Tests and Tables
    Tools for Analyzing Relationships among Variables
    Technical Zone: Survival Analysis
    Improve Phase
    Process Redesign
    Generating Improvement Alternatives
    Technical Zone: Design of Experiments
    Pilot Experiments
    Cost/Benefit Analysis
    Implementation Plan
    Card One Case Study Improve Phase Results
    Control Phase
    Control Plan
    Process Scorecard
    Failure Mode and Effects Analysis
    SPC Charts
    Final Project Report and Documentation
    Design for Six Sigma
    DFSS Tools
    Introduction to Lean ServicingTM
    Lean Production Overview
    Lean History
    Lean Servicing™ Case Study Introduction
    Lean Servicing™ Concepts
    Case Study Continued
    Deming's 14 Points for Management
    Statistical Tables Used for Six Sigma
    TRIZ-Abbreviated Version of the 40 Principles for Inventive Problem Solving