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

Transactional Six Sigma and Lean Servicing

Leveraging Manufacturing Concepts to Achieve World-Class Service, 1st Edition

By Betsi Harris Ehrlich

CRC Press

296 pages | 79 B/W Illus.

Purchasing Options:$ = USD
Hardback: 9781574443257
pub: 2002-06-13
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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.

Table of Contents


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

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Quality Control
BUSINESS & ECONOMICS / Industries / Manufacturing Industries
TECHNOLOGY & ENGINEERING / Industrial Engineering