Lean Six Sigma for service : how to use Lean Speed and Six Sigma Quality to improve services and transactions / Mike L. George.
| Author/creator | George, Michael L. |
| Format | Book |
| Publication Info | New York : McGraw-Hill, 2003. |
| Description | xiv, 386 pages : illustrations ; 23 cm |
| Supplemental Content | Contributor biographical information |
| Supplemental Content | Publisher description |
| Subjects |
| 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). |
| General note | Includes index. |
| LCCN | 2003273337 |
| ISBN | 0071418210 |
| ISBN | 9780071418218 |