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Lean Six Sigma for service [electronic resource] : how to use Lean Speed and Six Sigma Quality to improve services and transactions / Michael L. George

Author
George, Michael L.
Published
New York ; London : McGraw-Hill, [2003]
Copyright Date
©2003
Physical Description
xiv, 386 pages : illustrations
Additional Creators
NetLibrary, Inc
Access Online
  • Bibliographic record display: ezaccess.libraries.psu.edu , Click here to access this electronic book provided through the Access Pennsylvania Database project.

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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).
Subject(s)
ISBN
0071436359 (electronic bk.)
Note
Includes index.
AVAILABLE ONLINE TO AUTHORIZED PSU USERS.
Reproduction Note
Electronic reproduction. Boulder, Colo. : NetLibrary, 2003. Available via World Wide Web. Access may be limited to NetLibrary affiliated libraries.
Funding Information
This netLibrary electronic book is provided through the Access Pennsylvania Database project, a statewide library union catalog funded by the Pennsylvania Legislature and administered by the Pennsylvania Department of Education, Office of Commonwealth Libraries, Bureau of Library Development.
View MARC record | catkey: 2899050