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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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CHOICE – Outstanding Academic Title – Award Winner
CHOICE – 2018 Outstanding Academic Title – Award Winner
Shingo Research and Professional Publication Award Winner
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