《Lean Six Sigma For Service》（chm）

Paul_peng

Lean Six Sigma For Service

Introduction
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Part I - Using Lean Six Sigma for Strategic Advantage in Service
2 _' h, j% K2 {Chapter 1 - The ROI of Lean Six Sigma for Services
Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
- t/ ]) C8 H: S! b7 m) t2 I6 KSuccess 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
Chapter 4 - Executing Corporate Strategy with Lean Six Sigma
Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
* u; H2 J. W( l& W! ]. dChapter 5 - The Value in Conquering Complexity
( k# ^6 Q" u. L" ~' T3 z$ b5 ?Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
Part II - Deploying Lean Six Sigma in Service Organizations
Chapter 6 - Phase 1—Readiness Assessment
+ X3 C" e: B; R: Q" r0 OChapter 7 - Phase 2—Engagement (Creating Pull)
. n+ {% v: }- I# EChapter 8 - Phase 3—Mobilization
8 G. I: A- {0 D8 P. AChapter 9 - Phase 4—Performance and Control
) m$ I* {" ^9 v; j! |3 GPart III - Improving Services
* }0 O$ H7 D% Y% rChapter 10 - Service Process Challenges
5 Q" t: u# l8 }7 @7 ]+ TChapter 11 - Using DMAIC to Improve Service Processes
5 Z# q% D) ]. A: N6 ^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)
- X' H- F; ^( k2 BIndex  
, J% W7 |2 h' _List of Figures  
: I1 l7 @& R: a0 l) Z6 |List of Tables  
List of Figure Examples  
List of Sidebars

+ l9 L* Y  M5 U7 s% D[ 本帖最后由 Paul_peng 于 2007-2-12 23:09 编辑 ]

Paul_peng

Lean Six Sigma For Service（chm）
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" f4 M$ @, O( ^  t7 E' }[ 本帖最后由 Paul_peng 于 2007-1-16 00:23 编辑 ]