Betsi Harris Ehrlich

Transactional Six SIGMA and Lean Servicing

Leveraging Manufacturing Concepts to Achieve World-Class Service

• Gebundenes Buch

Produktbeschreibung

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.

Produktdetails

• Verlag: CRC Press
• Seitenzahl: 296
• Erscheinungstermin: 13. Juni 2002
• Englisch
• Abmessung: 241mm x 162mm x 21mm
• Gewicht: 581g
• ISBN-13: 9781574443257
• ISBN-10: 1574443259
• Artikelnr.: 21579259

Autorenporträt

Betsi Harris Ehrlich

Inhaltsangabe

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(TM). 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.