Lean Six Sigma Service

Author: Michael George (USA)
Translator: Wang Jinde et al.
Country of Origin: USA
Publisher:
Publishing Date: 2005-09-01
Features: Lean Six Sigma for Services demonstrates to readers how to achieve cost reduction and speed improvement in the service industry by utilizing Six Sigma tools and Lean tools, thereby gaining strategic advantages and superior customer satisfaction in the service sector. The book discusses how traditional Lean tools, such as the "pull system" and "reducing setup time," are applied to service-oriented enterprises and organizations, including procurement, call centers, hospital operating rooms, government agencies, and R&D departments. The author provides extensive knowledge on applying Lean and Six Sigma to services and trade, with detailed descriptions of significant service improvements through real-world case studies from multiple companies. By studying this book, you will:
1. Learn to use Lean Six Sigma tools to achieve faster speeds and higher quality in service processes.
2. Understand methods for integrating Lean and Six Sigma processes.
3. Discover how to select Lean Six Sigma projects from the perspective of increasing shareholder value.
4. Familiarize yourself with how Lean Six Sigma reduces costs, improves efficiency, and gains strategic advantages.
"The integration of Lean process speed and Six Sigma process quality provides us with a powerful tool to achieve strategic goals. Lean Six Sigma for Services is highly valuable for any company seeking to simultaneously enhance customer satisfaction and reduce costs while improving efficiency." — Darrell Green, Mike Fischbach, Vice President, U.S. Bank
"We recognized that our business support processes, much like our design and manufacturing processes, had many opportunities for improvement. By applying Lean Six Sigma for Services to processes such as marketing, corporate affairs, contract management, and procurement, we are creating new value for customers, employees, and shareholders." — Mike Joyce, Vice President, Lockheed Martin
Lean Six Sigma for Services demonstrates to readers how to achieve cost reduction and speed improvement in the service industry by utilizing Six Sigma tools and Lean tools, thereby gaining strategic advantages and superior customer satisfaction in the service sector. The book discusses how traditional Lean tools, such as the "pull system" and "reducing setup time," are applied to service-oriented enterprises and organizations, including procurement, call centers, hospital operating rooms, government agencies, and R&D departments. The author provides extensive knowledge on applying Lean and Six Sigma to services and trade, with detailed descriptions of significant service improvements through real-world case studies from multiple companies. By studying this book, you will:
1. Learn to use Lean Six Sigma tools to achieve faster speeds and higher quality in service processes.
2. Understand methods for integrating Lean and Six Sigma processes.
3. Discover how to select Lean Six Sigma projects from the perspective of increasing shareholder value.
4. Familiarize yourself with how Lean Six Sigma reduces costs, improves efficiency, and gains strategic advantages.
"The integration of Lean process speed and Six Sigma process quality provides us with a powerful tool to achieve strategic goals. Lean Six Sigma for Services is highly valuable for any company seeking to simultaneously enhance customer satisfaction and reduce costs while improving efficiency." — Darrell Green, Mike Fischbach, Vice President, U.S. Bank
"We recognized that our business support processes, much like our design and manufacturing processes, had many opportunities for improvement. By applying Lean Six Sigma for Services to processes such as marketing, corporate affairs, contract management, and procurement, we are creating new value for customers, employees, and shareholders." — Mike Joyce, Vice President, Lockheed Martin