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By Andrea Aguirre Flores

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Este livro é o seu guia prático para transformar a sua operação de serviço caótica numa máquina bem oleada. Deixe de lutar contra as filas intermináveis, os erros de faturação e a frustração dos clientes. Irá descobrir como a Engenharia Industrial (II) se torna o seu maior aliado: Utilize o Service Blueprinting para conceber experiências à prova de falhas. Implemente o Lean Six Sigma (LSS) para eliminar o desperdício que ninguém vê. Domine a teoria das filas de espera para gerir a espera de...

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