Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions / Edition 1

Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions / Edition 1

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by Michael George, Mike George
     
 

"How do I apply Lean Six Sigma in my service organization?"

This is a question many executives and managers are asking. With all the emphasis on using Lean Six Sigma in manufacturing environments, the need for a clear methodology for implementing these major quality improvement initiatives in service functions has been mainly overlooked—until

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Overview

"How do I apply Lean Six Sigma in my service organization?"

This is a question many executives and managers are asking. With all the emphasis on using Lean Six Sigma in manufacturing environments, the need for a clear methodology for implementing these major quality improvement initiatives in service functions has been mainly overlooked—until now.

Lean Six Sigma for Service provides a service-based approach, explaining how companies of all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process. Six Sigma expert Michael George reveals how easy it is to apply relatively simple statistical and Lean tools that will reduce costs and achieve greater speed in service processes.

It's no secret that service functions have a harder time applying Lean and Six Sigma principles. The manufacturing roots of these initiatives have made it unclear how to apply these tools to services; this book effortlessly makes that translation. Here, for the first time, you'll read about how classic Lean tools such as "Pull systems" and "setup reduction" are being used in procurement, call centers, surgical suites, government offices, R&D, and much more. You'll see why services are full of waste—and ripe for the benefits of Lean Six Sigma.

This book provides real-world examples from situations where the critical determinants of quality and speed are the flow of information and the interaction between people. The numerous case studies demonstrate how Lean Six Sigma can be used in service organizations just as effectively as in manufacturing—and with even faster results. You'll discover how to:

  • Integrate Lean and Six Sigma and apply them side by side
  • Become a customer-centered organization
  • Gain control over process complexity
  • Improve response time on signature services
  • Apply value-based management to project selection
  • Clean up your workspace
  • Develop supplier relationships

For guidance in deploying Lean Six Sigma in service organizations, reducing lead times, streamlining processes, and holding down costs, Lean Six Sigma for Services is the most complete, authoritative guide you can own.

"Lockheed Martin recognized that our business support processes have as much opportunity for improvement as our design and build areas. By applying Lean process speed and Six Sigma quality tools to marketing, legal, contract administration, procurement, etc. we have created a competitive advantage... The lessons learned and practical case studies contained in Lean Six Sigma for Service provide a road map which can create great value for customers, employees and shareholders."—Mike Joyce, Vice President, Lockheed Martin Operational Excellence

Deploy Lean Six Sigma in your service organization

Would you like to:

  • Reduce your company's service costs by 30 to 60 percent?
  • Improve service delivery time by 50 percent?
  • Expand capacity by 20 percent—without adding staff?

If you answered yes—and who wouldn't—then this is the book for you. Lean Six Sigma for Services reveals how to bring the miracle of Lean Six Sigma improvement out of manufacturing and into service functions. Michael George describes the basic elements of successful deployment, including insights from corporate leaders who have already "walked the talk" to accelerate your own journey.

Filled with case studies detailing dramatic service improvements in organizations from Lockheed Martin to Stanford University Hospital, this bottom-line book provides executives and managers with the knowledge necessary to blend Lean and Six Sigma to optimize services. You'll see how Lean Six Sigma can cut costs by reducing complexity; how to utilize its tools to provide better quality service; and how you can use shareholder value to drive project selection—without needing an MBA.

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Product Details

ISBN-13:
9780071418218
Publisher:
McGraw-Hill Professional Publishing
Publication date:
06/24/2003
Edition description:
List
Pages:
400
Sales rank:
113,204
Product dimensions:
6.40(w) x 9.30(h) x 1.30(d)

Table of Contents

Acknowledgments
Introduction
Pt. IUsing Lean Six Sigma for Strategic Advantage in Service
Ch. 1The ROI of Lean Six Sigma for Services3
Ch. 2Getting Faster to Get Better (Why You Need Both Lean and Six Sigma)19
Ch. 3Seeing Services Through Your Customers' Eyes69
Ch. 4Executing Corporate Strategy with Lean Six Sigma101
Ch. 5The Value in Conquering Complexity143
Pt. IIDeploying Lean Six Sigma in Service Organizations
Ch. 6Phase 1: Readiness Assessment185
Ch. 7Phase 2: Engagement (Creating Pull)197
Ch. 8Phase 3: Mobilization209
Ch. 9Phase 4: Performance & Control239
Pt. IIIImproving Services
Ch. 10Service Process Challenges255
Ch. 11Using DMAIC to Improve Service Processes273
Ch. 12First Wave Service Projects311
Ch. 13Raising the Stakes in Service Process Improvement335
Ch. 14Designing World-Class Services (Design for Lean Six Sigma)361
Index381

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