Lean Six Sigma Service Excellence
eBook - ePub

Lean Six Sigma Service Excellence

A Guide to Green Belt Certification and Bottom Line Improvement

  1. 312 pages
  2. English
  3. ePUB (mobile friendly)
  4. Available on iOS & Android
eBook - ePub

Lean Six Sigma Service Excellence

A Guide to Green Belt Certification and Bottom Line Improvement

About this book

Over the past couple of decades, growth in the number of new service and not-for-profit organizations has out-paced manufacturing in the global economy. Six Sigma and Lean, two of the most successful initiatives for improving quality and productivity rooted in the manufacturing sector, are now needed by organizations in the non-manufacturing sectors of the economy. With the ever-growing demands of customers, ensuring quality and productivity in service organizations as a distinctive core competence is becoming essential to achieving a competitive advantage and maintaining customer loyalty for long-term survival.
Current books on Lean Six Sigma for service or transactional organizations either require a significant technical background, or are rather conceptual in nature and lack the detail of the tools, how to use them, and the practical skill-building exercises needed to give readers the ability to actually implement Lean Six Sigma in their organizations. This book fills the void.
Written for the typical business professional, Lean Six Sigma Service Excellence effectively translates the concepts of Lean Six Sigma from a manufacturing environment to a service delivery environment. It is a user friendly guide to successfully implementing Lean Six Sigma practices in non-manufacturing organizations. It is also an inexpensive path to Green Belt certification.
Mr. Taylor provides an overview of the Lean Six Sigma concepts and step-by-step examples of how to apply each of the relevant tools in practical situations. Next, readers will work through several problems to exercise their new found understanding. This learning approach of application and exercise should be of particular interest to those interested in, but unable to afford the large expense of most Lean Six Sigma training courses. Dedicated to executives and managers of service and transactional organizations, Lean Six Sigma Service Excellence emphasizes how productivity can be used as a distinctive competence for achieving and maintaining competitive advantage in non-manufacturing environments.

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Yes, you can access Lean Six Sigma Service Excellence by Gerald Taylor in PDF and/or ePUB format, as well as other popular books in Business & Operations. We have over one million books available in our catalogue for you to explore.

Information

Publisher
J. Ross Publishing
Year
2008
Print ISBN
9781604270068
eBook ISBN
9781604276657
Edition
1
Topic
Business
Subtopic
Operations
Index
Business

Table of contents

  1. COVER
  2. TITLE
  3. COPYRIGHT
  4. TABLE OF CONTENTS
  5. PREFACE
  6. IN KEEPING
  7. ACKNOWLEDGMENTS
  8. ABOUT THE AUTHOR
  9. WEB ADDED VALUEâ„¢
  10. CHAPTER 1. THE QUEST FOR PRODUCTIVITY
  11. CHAPTER 2. IT’S THE PROCESS!
  12. CHAPTER 3. THE VOICE OF THE CUSTOMER
  13. CHAPTER 4. ANALYZING PERFORMANCE VARIATION
  14. CHAPTER 5. THE BASIC SIX SIGMA TOOL KIT
  15. CHAPTER 6. PERFORMANCE METRICS AND DASHBOARDS: BUILDING YOUR PERFORMANCE MEASUREMENT SYSTEM
  16. CHAPTER 7. THE SIX SIGMA PROJECT TEAM
  17. CHAPTER 8. SIX SIGMA SOFT SKILLS: WORKING WITH AND THROUGH OTHERS
  18. CHAPTER 9. MANAGEMENT BY FACT: THE DMAIC APPROACH TO PERFORMANCE IMPROVEMENT
  19. CHAPTER 10. DEPLOYING YOUR PERFORMANCE EXCELLENCE SYSTEM
  20. CHAPTER 11. THE FUNDAMENTALS OF LEAN THINKING FOR SERVICE EXCELLENCE: DOING MORE WITH LESS!
  21. CHAPTER 12. LEAN SIX SIGMA SERVICE EXCELLENCE: A ROAD MAP TO GREEN BELT CERTIFICATION
  22. GLOSSARY
  23. REFERENCES
  24. APPENDIX A: CHAPTER 4 EXERCISE ANSWERS
  25. APPENDIX B: CHAPTER 5 EXERCISE ANSWERS
  26. APPENDIX C: ADDITIONAL LEAN SIX SIGMA TOOLS AND METHODS