Lean Six Sigma for Service
How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
By (author) Michael L. George
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Lean Six Sigma for Service by Michael L. George
Book Description"How do I apply Lean Six Sigma in my service organization?" This is a question many executives and managers are asking. With all the emphasis on using Lean Six Sigma in manufacturing environments, the need for a clear methodology for implementing these major quality improvement initiatives in service functions has been mainly overlooked - until now. "Lean Six Sigma for Service" provides 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. Six Sigma expert Michael George reveals how easy it is to apply relatively simple statistical and Lean tools that will reduce costs and achieve greater speed in service processes. It's no secret that service functions have a harder time applying Lean and Six Sigma principles. The manufacturing roots of these initiatives have made it unclear how to apply these tools to services; this book effortlessly makes that translation.Here, for the first time, you'll read about how classic Lean tools such as "Pull systems" and "setup reduction" are being used in procurement, call centers, surgical suites, government offices, R&D, and much more. You'll see why services are full of waste--and ripe for the benefits of Lean Six Sigma. This book provides real-world examples from situations where the critical determinants of quality and speed are the flow of information and the interaction between people. The numerous case studies demonstrate how Lean Six Sigma can be used in service organizations just as effectively as in manufacturing - and with even faster results. You'll discover how to: integrate Lean and Six Sigma and apply them side by side; become a customer-centered organization; gain control over process complexity Improve response time on signature services; apply value-based management to project selection; clean up your workspace; and develop supplier relationships.For guidance in deploying Lean Six Sigma in service organizations, reducing lead times, streamlining processes, and holding down costs, "Lean Six Sigma for Services" is the most complete, authoritative guide you can own. "Lockheed Martin recognized that our business support processes have as much opportunity for improvement as our design and build areas. By applying Lean process speed and Six Sigma quality tools to marketing, legal, contract administration, procurement, etc. we have created a competitive advantage...The lessons learned and practical case studies contained in "Lean Six Sigma for Service" provide a road map which can create great value for customers, employees and shareholders." - Mike Joyce, Vice President, Lockheed Martin. For operational excellence deploy Lean Six Sigma in your service organization.Would you like to: reduce your company's service costs by 30 to 60 percent? Improve service delivery time by 50 percent? Expand capacity by 20 percent - without adding staff? If you answered yes - and who wouldn't - then this is the book for you. "Lean Six Sigma for Services" reveals how to bring the miracle of Lean Six Sigma improvement out of manufacturing and into service functions.Michael George describes the basic elements of successful deployment, including insights from corporate leaders who have already "walked the talk" to accelerate your own journey. 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 necessary to blend Lean and Six Sigma to optimize services. You'll see how Lean Six Sigma can cut costs by reducing complexity; how to utilize its tools to provide better quality service; and how you can use shareholder value to drive project selection - without needing an MBA.
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Book DetailsISBN: 9780071418218
(236mm x 162mm x 33mm)
Imprint: McGraw-Hill Professional
Publisher: McGraw-Hill Education - Europe
Publish Date: 1-Jul-2003
Country of Publication: United States
Books By Author Michael L. George
Fast Innovation, Hardback (July 2005)
Explains why it takes so long for innovations to reach the market and why they so often fail. This book provides solutions for how to reduce time - to market and increase the success rate. It offers the tools to achieve: faster and controllable time-to-market; a highly differentiated product, service or experience; and, low cost of complexity.
Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to Nearly 100 Tools for Improving Quality and Speed, Paperback (October 2004)
Provides the tools for implementing Lean Six Sigma - what they are, how they work, and which to use. This book presents the tools and concepts needed to understand, implement, and leverage Lean Six Sigma. It provides analyses of nearly 100 tools and methodologies - from DMAIC and Pull Systems to Control Charts and Pareto Charts.
Conquering Complexity in Your Business, Paperback (August 2004)
Helps readers find out why the trick to outperforming their competition and staying ahead of the curve in a customer-centric business environment is achieving the optimum levels of complexity in their products, services, and operations. This book includes tools that let you quantify and pinpoint complexity in your business.
What is Lean Six Sigma?, Paperback (November 2003)» View all books by Michael L. George
Offers an introduction on how to use Lean Six Sigma to improve your workplace, meet your goals, and better serve your customers. This title helps to discover how Lean Six Sigma quality improvement method can give you the tools to identify and eliminate waste and quality problems in your own work area.
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Author Biography - Michael L. George
Michael L. George is founder and President of The George Group, the largest Lean Six Sigma consulting practice in the United States. He wrote the successful and influential Lean Six Sigma, also published by McGraw-Hill.
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