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Lean Six Sigma For Service5 x6 P1 P8 R4 m5 j
% E+ T+ A9 g5 M) A6 p
Introduction+ y; s/ X$ q$ c4 Q f& c
( B( E4 A% G7 \/ [! uPart I - Using Lean Six Sigma for Strategic Advantage in Service
& g: D9 k6 O& A8 s3 R4 V/ A3 ~Chapter 1 - The ROI of Lean Six Sigma for Services # G& K+ Y7 R0 j% i7 z
Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma # ^" m0 U/ M# ]$ _* `- N n4 p
Success Story #1 - Lockheed Martin Creating a New Legacy
- }4 C6 \7 F' c; m4 D+ rChapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization
: W/ p" V+ @! U( w/ ~, mSuccess Story #2 - Bank One Bigger… Now Better 3 n. @9 D# d: @# X! o
Chapter 4 - Executing Corporate Strategy with Lean Six Sigma " b6 p$ G0 }; r! S
Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
, d' U- Q1 @* o2 w+ E# D2 uChapter 5 - The Value in Conquering Complexity
& x1 {/ Y! w/ C' n2 Z' ?8 KSuccess Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution 6 b m1 ~4 e$ O+ p2 O" \9 z
Part II - Deploying Lean Six Sigma in Service Organizations
- H5 \- b9 a' w5 ]7 n1 ^& [Chapter 6 - Phase 1—Readiness Assessment
* N5 ~2 C8 W% k' p, f1 u, U5 ^3 s* OChapter 7 - Phase 2—Engagement (Creating Pull) 0 ^* ?+ N1 f# H+ F
Chapter 8 - Phase 3—Mobilization
1 {, J/ _' K8 p! H- WChapter 9 - Phase 4—Performance and Control
) w3 H$ z- |, u- ^- C% l5 s3 s' VPart III - Improving Services # X; l5 j1 |/ p/ n! Y. ^
Chapter 10 - Service Process Challenges
* }! J+ m5 _; [/ L zChapter 11 - Using DMAIC to Improve Service Processes
9 |1 D6 k$ O [* TChapter 12 - First Wave Service Projects & H& ~7 k5 Q% ]& K+ Q6 R% S
Chapter 13 - Raising the Stakes in Service Process Improvement
H8 W& w$ Z7 q8 XChapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
5 e) K* V0 d) |- r7 Y2 ^* HIndex
* v& ?" H3 R+ b9 IList of Figures 2 ?4 j0 H. |& T& n
List of Tables 8 }" u! v- [0 v% M$ s
List of Figure Examples
: S* V7 A C* d- b t: jList of Sidebars7 j9 q6 [" x) Z9 J
0 m5 t ^$ f" g5 G( \3 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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