《Lean Six Sigma For Service》（chm）

Paul_peng

Lean Six Sigma For Service
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* s+ R& L" U- v5 U9 TIntroduction

Part I - Using Lean Six Sigma for Strategic Advantage in Service
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
3 D) z6 U8 N9 p% O) N1 Q* fSuccess 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
Chapter 5 - The Value in Conquering Complexity
Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
2 P; Z& H" n0 V( Y  oPart II - Deploying Lean Six Sigma in Service Organizations
$ ~  ^; ]% |/ ]! Y- L: R6 `Chapter 6 - Phase 1—Readiness Assessment
Chapter 7 - Phase 2—Engagement (Creating Pull)
Chapter 8 - Phase 3—Mobilization
1 M& O" E$ ^: W, U' l! `Chapter 9 - Phase 4—Performance and Control
8 D3 @  Q! b" y6 y' \2 u+ `! |Part III - Improving Services
+ C  t+ B) o4 ]: fChapter 10 - Service Process Challenges
! X* m1 G3 T6 }( S  Z5 YChapter 11 - Using DMAIC to Improve Service Processes
Chapter 12 - First Wave Service Projects
Chapter 13 - Raising the Stakes in Service Process Improvement
( b0 J5 k! P1 u  t  q6 R  sChapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
Index  
; x& ]- e4 n) L7 l2 I2 rList of Figures  
* q: O( X% @: X5 S" fList of Tables  
; m) H2 t6 f* z. A* _9 a- f# F; kList 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）

[ 本帖最后由 Paul_peng 于 2007-1-16 00:23 编辑 ]