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Lean Six Sigma For Service! E1 t5 G0 ?1 s8 ?4 \* c; Y$ G0 k
% K9 Q; l6 ^ L) b; V1 t/ f; i" k% o- UIntroduction
- D+ k( r0 J0 ]( }0 l' i* Y& g2 i n3 r/ A
Part I - Using Lean Six Sigma for Strategic Advantage in Service . P- _- B& V3 W. B
Chapter 1 - The ROI of Lean Six Sigma for Services
7 ~; h* }0 D K8 d* fChapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
8 b2 O5 d0 t, p# ~9 B; O1 zSuccess Story #1 - Lockheed Martin Creating a New Legacy - H5 H1 S/ q# S) X
Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization
( v. l3 d7 @ Y( @: Y0 O8 kSuccess Story #2 - Bank One Bigger… Now Better 4 U- c9 E; V3 U4 k- o) V: B
Chapter 4 - Executing Corporate Strategy with Lean Six Sigma
0 U: W+ b' K0 K2 a; JSuccess Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat 9 ?2 l& h8 U$ m
Chapter 5 - The Value in Conquering Complexity 6 W8 V( b+ V# D
Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution ) |+ L! I' ^+ c
Part II - Deploying Lean Six Sigma in Service Organizations
( ~( f- ^6 ?; U0 R9 P4 n' P6 T! BChapter 6 - Phase 1—Readiness Assessment ?9 n& i8 }4 H' P* \ B: Z
Chapter 7 - Phase 2—Engagement (Creating Pull)
" s+ O E9 X- \. DChapter 8 - Phase 3—Mobilization ! F. h( O r3 r$ V' J+ j3 z% U9 I! K
Chapter 9 - Phase 4—Performance and Control
6 S5 V0 \# o! j9 n" P4 q |Part III - Improving Services / p; q: `% U5 u: x2 E* |* R0 Q
Chapter 10 - Service Process Challenges 6 T0 H( }( u' T$ v
Chapter 11 - Using DMAIC to Improve Service Processes 9 H+ y7 H/ X- Z1 M
Chapter 12 - First Wave Service Projects
! ~+ b$ k& |. \) t! NChapter 13 - Raising the Stakes in Service Process Improvement
( B8 t* X6 y6 s( d* G0 |Chapter 14 - Designing World-Class Services (Design for Lean Six Sigma) ( D3 _% s3 H) q* L- o
Index
* y, r; Y6 k, Z4 H7 YList of Figures / ?/ n# \! C: @( X( L- H
List of Tables
0 \* g$ ~. E/ MList of Figure Examples , |5 f) W( b# _2 c( Z, F; U) W
List of Sidebars8 c1 w8 `9 }* m) x# u# D
* ]; e3 B- A. e[ 本帖最后由 Paul_peng 于 2007-2-12 23:09 编辑 ] |
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发表于 2007-1-16 00:15:53
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