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

by Michael L. George, Mike George
4.1 12
ISBN-10:
0071418210
ISBN-13:
9780071418218
Pub. Date:
06/24/2003
Publisher:
McGraw-Hill Professional Publishing
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Overview

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

Bring the miracle of Lean Six Sigma improvement out of manufacturing and into services

Much of the U.S. economy is now based on services rather than manufacturing. Yet the majority of books on Six Sigma and Lean--today's major quality improvement initiatives--explain only how to implement these techniques in a manufacturing environment.

Lean Six Sigma for Services fills the need for 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.

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 they need to:

  • Reduce service costs by 30 to 60 percent
  • Improve service delivery time by 50 percent
  • Expand capacity by 20 percent without adding staff

Product Details

ISBN-13: 9780071418218
Publisher: McGraw-Hill Professional Publishing
Publication date: 06/24/2003
Edition description: List
Pages: 400
Sales rank: 220,124
Product dimensions: 6.40(w) x 9.20(h) x 1.10(d)

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Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions 4.1 out of 5 based on 0 ratings. 12 reviews.
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So often in corporate life, profit is generated when you learn how to have your cake and eat it, too. Well, pick up a fork. Author Michael L. George shows you how to apply both Lean and Six Sigma to your service operation so you can accomplish goals you may have thought were mutually exclusive: work faster and increase quality. A Lean Six Sigma expert, the author deftly explains how most service operations are sitting on a potential treasure trove of cost savings. He uses real-world case studies involving the likes of Lockheed Martin and Bank One. The key to the cake cupboard, however, is listening to the voice of your customers and faithfully addressing their perspective about your service. We highly recommend this comprehensive volume to any service organization that wants to become simultaneously leaner, better and friendlier in the eyes of its customers.