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Description - Six Sigma for Transactions and Service by Parveen S. Goel

Many of the Six Sigma methods successfully used in manufacturing are now being utilised in the transactional and service sectors However, business-specific issues such as customer billing, order processing, and call center management require a modified set of problem-solving and analytical tools. This resource addresses those differences and provides a roadmap for implementing "customer-centric" Six Sigma.

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Book Details

ISBN: 9780071443302
ISBN-10: 0071443304
Format: Hardback
(236mm x 162mm x 46mm)
Pages: 558
Imprint: McGraw-Hill Professional
Publisher: McGraw-Hill Education - Europe
Publish Date: 17-Dec-2004
Country of Publication: United States

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Author Biography - Parveen S. Goel

Parveen S. Goel is a PE, Six Sigma Black Belt, and Global Chief Engineer of Six Sigma & Reliability Engineering for Steering and Suspension Systems Engineering at TRW Automotive. His Global Team's responsibilities include Six Sigma, Design for Six Sigma (DFSS), Engineering Policies, and Roadmaps. Parveen has a Ph.D. in Industrial Engineering from Wayne State University in Detroit, Michigan. He lives in Windsor, Ontario Canada. Praveen Gupta is the author of the best-selling Six Sigma book Six Sigma Business Scorecard: Creating a Comprehensive Corporate Performance Measurement System, and The Six Sigma Performance Handbook. Praveen participated in the development of Six Sigma at Motorola in mid-eighties. He has taught Six Sigma at Motorola University for more than a decade. Praveen is Six Sigma Master Black Belt and an ASQ Fellow. Praveen consults in the area of corporate performance improvement and innovation. He lives in Lisle, Illinois. Rajeev Jain provides leadership in operational effectiveness and shareholder value improvement utilizing Six Sigma methodologies. He directs efforts in corporate development and international strategy for Hewitt Associates, a global human resources outsourcing and consulting firm. Instrumental in developing the organizational design and providing intellectual leadership for many performance enhancement initiatives at Hewitt, Mr. Jain is also a CPA (International), an MBA with specialization in strategy, and a Fellow of the Chartered Institute of Management Accountants and the Chartered Association of Certified Accountants. He lives in Hinsdale, Illinois. Rajesh K. Tyagi is a visiting assistant professor at College of Commerce, DePaul University and adjunct assistant professor at Kellogg School of Management, Northwestern University. He teaches service operations management, operations management, and quality management and decision making for managers. Rajesh received his Ph. D. in Engineering from University of Ottawa, Canada, and his M. B. A. from the Kellogg School of Management, Northwestern University. He lives in Evanston, Illinois.