1st Edition

Transactional Six Sigma and Lean Servicing
Leveraging Manufacturing Concepts to Achieve World-Class Service



ISBN 9781574443257
Published June 13, 2002 by CRC Press
296 Pages 79 B/W Illustrations

USD $125.00

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Book Description

Service industries have traditionally lagged manufacturing in adoption of quality management strategies and Six Sigma is no exception. While there are a growing number of books on applying the hot topics of Six Sigma and Lean Manufacturing concepts in a manufacturing environment, there has not been a mainstream book that applies these techniques in a service environment, until now.

Transactional Six Sigma and Lean Servicing™: Leveraging Manufacturing Concepts to Achieve World Class Service is a ground breaking "how-to" book that serves as 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. Lean Servicing™ is the author's own term used to describe the application of Lean Manufacturing concepts to transactional and service processes.

Liberal use of examples, graphics, and tables will assist you in grasping the difficult concepts. Transactional Six Sigma and Lean Servicing™ covers both theory and practical application of Lean Servicing™, Six Sigma DMAIC and Six Sigma DFSS concepts and methods so you can implement them effectively in your service organization and achieve reduced costs and a new level of service excellence.

Table of Contents

Introduction
Overview of Six Sigma
Overview of Lean Manufacturing
Six Sigma Compared to TQM and Baldrige Quality Approaches
Common Six Sigma Terms
A Historical Perspective
Quality Hall of Fame
Organizational Success Factors
Leadership Matters
Six Sigma as a Strategic Initiative
Internal Communication Strategy & Tactics
Formally Launching Six Sigma
Organization Structure
Six Sigma Training Plan
Project Selection
Assessing Organizational Readiness
Common Pitfalls
Managing Organizational Change
Work as a Process
Overview
Vertical Functions and Horizontal Processes
Voice of the Customer
Importance
Identify the Customer
Collect VOC Data
Critical-to-Quality (CTQ) Customer Requirements
Final Note
Project Management
Project Management Challenges
Project Culture
Project Management Processes
Team Typing
Team Stages-Understanding Team Dynamics
Characteristics of Effective Teams
Summary
Define Phase
Introduction to the DMAIC Phases
Define Phase Overview
Project Charter
Voice of the Customer
High-Level Process map
Project Team
Case Study: Define Phase
Measure Phase
Overview
Introduction to Statistical Methods
Data Collection Plan
Choosing Statistical Software
Measure Tools
Six Sigma Measurements
Cost of Poor Quality
Probability Distributions
Technical Zone: Measurement System Analysis
Technical Zone: Process Capability
Analyze Phase
Overview
Process Analysis
Hypothesis Testing
Statistical Tests and Tables
Tools for Analyzing Relationships among Variables
Technical Zone: Survival Analysis
Summary
Improve Phase
Overview
Process Redesign
Generating Improvement Alternatives
Technical Zone: Design of Experiments
Pilot Experiments
Cost/Benefit Analysis
Implementation Plan
Summary
Card One Case Study Improve Phase Results
Control Phase
Overview
Control Plan
Process Scorecard
Failure Mode and Effects Analysis
SPC Charts
Final Project Report and Documentation
Design for Six Sigma
Overview
DFSS Tools
Introduction to Lean ServicingTM
Lean Production Overview
Lean History
Lean Servicing™ Case Study Introduction
Lean Servicing™ Concepts
Case Study Continued
Appendices
Deming's 14 Points for Management
Statistical Tables Used for Six Sigma
TRIZ-Abbreviated Version of the 40 Principles for Inventive Problem Solving

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