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

Informationen zum Autor Betsi Harris Ehrlich Klappentext This ground breaking "how to" book is 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. The author covers both theory and practical application of Lean Servicing, Six Sigma DMAIC and Six Sigma DFSS concepts and methods that can be used effectively in service organizations to achieve reduced costs and a new level of service excellence. Zusammenfassung A '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. Inhaltsverzeichnis 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.

Product details

• Authors: Betsi Harris Ehrlich, Betsi Harris (Ocwen Financial Corporation Ehrlich, Ehrlich Betsi Harris
• Publisher: Taylor & Francis Ltd.
• Languages: English
• Product format: Hardback
• Released: 13.06.2002
• EAN: 9781574443257
• ISBN: 978-1-57444-325-7
• No. of pages: 296
• Subjects: Guides > Law, job, finance; Natural sciences, medicine, IT, technology > Technology > Miscellaneous; Social sciences, law, business > Business > Management; TECHNOLOGY & ENGINEERING / Industrial Engineering, BUSINESS & ECONOMICS / Quality Control, BUSINESS & ECONOMICS / Industries / Manufacturing, environmental science, engineering & technology, Other manufacturing technologies, Engineering: general, Production & quality control management, Environmental science, engineering and technology, Production and quality control management