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

ISBN: 0071418210
EAN: 2147483647

Year: 2003
Pages: 150

Authors: Michael George

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Part I - Using Lean Six Sigma for Strategic Advantage in Service

• The ROI of Lean Six Sigma for Services
• Getting Faster to Get Better Why You Need Both Lean and Six Sigma
• Success Story #1 Lockheed Martin Creating a New Legacy
• Seeing Services Through Your Customers Eyes-Becoming a customer-centered organization
• Success Story #2 Bank One Bigger… Now Better
• Executing Corporate Strategy with Lean Six Sigma
• Success Story #3 Fort Wayne, Indiana From 0 to 60 in nothing flat
• The Value in Conquering Complexity
• Success Story #4 Stanford Hospital and Clinics At the forefront of the quality revolution

Part II - Deploying Lean Six Sigma in Service Organizations

• Phase 1 Readiness Assessment
• Phase 2 Engagement (Creating Pull)
• Phase 3 Mobilization
• Phase 4 Performance and Control

Part III - Improving Services

• Service Process Challenges
• Using DMAIC to Improve Service Processes
• First Wave Service Projects
• Raising the Stakes in Service Process Improvement
• Designing World-Class Services (Design for Lean Six Sigma)