Transactional Six Sigma and Lean Servicing : Leveraging Manufacturing Concepts to Achieve World-Class Service book cover
1st Edition

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



ISBN 9781574443257
Published June 13, 2002 by CRC Press
296 Pages 79 B/W Illustrations

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Book Description

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.

Table of Contents

Introduction. Organization Success Factors. Work as a Process. Voice of the Customer ("VOC"). Project Management. Define Phase. Measure Phase. Analyze Phase. Improve Phase. Control Phase. Design for Six Sigma. Introduction to Lean Servicing™. Appendix A1: Deming's Fourteen Points for Management. Appendix B1: Area Under the Normal Curve. Appendix B2: Upper Critical Values of the Student's-t Disribution. Appendix B3: Upper Critical Values of the F Distribution. Appendix B4: Critical Values of the Chi-Square Distribution. Appendix C1: TRIZ Abbreviated Version of the 40 Principles for Innovative Problem Solving.

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