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:
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Reduce service costs by 30 to 60 percent
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Improve service delivery time by 50 percent
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Expand capacity by 20 percent without adding staff
Acknowledgments
Introduction
Part I : Using Lean Six Sigma for Strategic Advantage in Service
Chapter 1 : The ROI of Lean Six Sigma for Services
Chapter 2 : Getting Faster to Get Better (Why You Need Both Lean and Six Sigma)
Success Story 1 : Lockheed Martin
Chapter 3 : Seeing Services Through Your Customers Eyes
Success Story 2 : Bank One
Chapter 4 : Executing Corporate Strategy with Lean Six Sigma
Success Story 3 : City of Fort Wayne, Indiana
Chapter 5 : The Value in Conquering Complexity
Success Story 4 : Stanford Hospital and Clinics
Part II : Deploying Lean Six Sigma in Service Organizations
Introduction
Chapter 6 : Phase 1: Readiness Assessment
Chapter 7 : Phase 2: Engagement (Creating Pull)
Chapter 8 : Phase 3: Mobilization
Chapter 9 : Phase 4: Performance & Control
Part III : Improving Services
Chapter 10 : Service Process Challenges
Chapter 11 : Using DMAIC to Improve Service Processes
Chapter 12 : First Wave Service Projects
Chapter 13 : Raising the Stakes in Service Process Improvement
Chapter 14 : Designing World-Class Services (Design for Lean Six Sigma)
Index
