《Lean Six Sigma For Service》（chm）

Paul_peng

Lean Six Sigma For Service
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Introduction
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# e4 u9 T5 H1 w( q1 N8 a7 ^Part I - Using Lean Six Sigma for Strategic Advantage in Service
2 D- L1 T  _0 l2 o# jChapter 1 - The ROI of Lean Six Sigma for Services
+ t2 I7 B, p9 g9 P; ]' ]9 g0 ]Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
- S' i5 k4 E4 [2 @( S* {Success Story #1 - Lockheed Martin Creating a New Legacy
" U. o, x2 m5 L0 y: Z0 A" [Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization
2 ^; r9 P$ X/ b) t. T2 v" c* H3 JSuccess 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
3 z  A2 c, r8 g; h0 U9 IChapter 5 - The Value in Conquering Complexity
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
/ O$ D+ z7 j5 `Chapter 7 - Phase 2—Engagement (Creating Pull)
Chapter 8 - Phase 3—Mobilization
1 x5 S; y- N, d# QChapter 9 - Phase 4—Performance and Control
$ ^) m! o: c" `0 qPart III - Improving Services
Chapter 10 - Service Process Challenges
' C, v& Q7 D: O8 V5 O0 v& KChapter 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)
Index  
4 U3 Z; \* _% D! _/ {+ F4 }List of Figures  
/ X6 b' |& a, p5 F2 E+ iList of Tables  
List of Figure Examples  
List of Sidebars
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[ 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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- n6 w: o, Z% d. ?: D- {[ 本帖最后由 Paul_peng 于 2007-1-16 00:23 编辑 ]