《Lean Six Sigma For Service》（chm）

Paul_peng

Lean Six Sigma For Service

Introduction

Part I - Using Lean Six Sigma for Strategic Advantage in Service
+ n3 a0 E9 @& OChapter 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 Creating a New Legacy
Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization
Success Story #2 - Bank One Bigger… Now Better
4 z3 }8 u8 ?; ^7 |# k4 fChapter 4 - Executing Corporate Strategy with Lean Six Sigma
Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
Chapter 5 - The Value in Conquering Complexity
/ A3 H( O4 E1 L1 [& }! V- N6 j$ MSuccess Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
$ ]  t2 w8 @4 f5 d. S' Z' F* [1 gPart II - Deploying Lean Six Sigma in Service Organizations
, @% O4 C4 ~, \' k$ K/ O8 o  hChapter 6 - Phase 1—Readiness Assessment
! V" h* A( e7 T' dChapter 7 - Phase 2—Engagement (Creating Pull)
Chapter 8 - Phase 3—Mobilization
9 B  J# s, @  W8 x. w4 _Chapter 9 - Phase 4—Performance and Control
Part III - Improving Services
. N- D, [! |, O8 a) z  {& ~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)
6 |; S5 S1 ?. N# N" [Index  
List of Figures  
% A. j2 o  N: I- SList of Tables  
List of Figure Examples  
List of Sidebars

[ 本帖最后由 Paul_peng 于 2007-2-12 23:09 编辑 ]

Paul_peng

Lean Six Sigma For Service（chm）
$ N2 [+ z- z0 z5 I$ b1 K' s( z
0 G8 n- A9 s  ~* D& Y; s[ 本帖最后由 Paul_peng 于 2007-1-16 00:23 编辑 ]