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Lean Six Sigma For Service
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4 J) C5 T4 [/ cIntroduction) p; p+ u( A& _" J/ r
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Part I - Using Lean Six Sigma for Strategic Advantage in Service 3 B. Z8 o3 M" t P
Chapter 1 - The ROI of Lean Six Sigma for Services
: O, r& \4 D7 M8 Q( k$ ]5 N5 VChapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
: J! F3 `& f' t9 xSuccess Story #1 - Lockheed Martin Creating a New Legacy - D. a2 z/ V" p2 h& U) ~
Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization * l8 I0 J: v2 Z* \$ E3 |: ^
Success Story #2 - Bank One Bigger… Now Better
$ l" D6 f& r; G1 v* u- wChapter 4 - Executing Corporate Strategy with Lean Six Sigma ( L( C) }4 O7 S/ c- c
Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
$ H9 i8 G5 O. y1 T- A4 ]; aChapter 5 - The Value in Conquering Complexity 7 a" p& X; \7 z m: [' @( X
Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
; R- o- v: y* B4 N" {Part II - Deploying Lean Six Sigma in Service Organizations 0 r* L5 A* Y9 h6 ]/ V f
Chapter 6 - Phase 1—Readiness Assessment
: F4 u1 t. C2 {8 N, k2 sChapter 7 - Phase 2—Engagement (Creating Pull) / W1 j! \) t! T5 w- b; b- R7 [
Chapter 8 - Phase 3—Mobilization
9 s- z( Y+ E$ P5 B( VChapter 9 - Phase 4—Performance and Control ; H) V; E/ z N; b3 r2 f
Part III - Improving Services
# r) w* }% P7 H" j$ CChapter 10 - Service Process Challenges % a3 T; ?' S0 I* e$ n; b- o, d) ?
Chapter 11 - Using DMAIC to Improve Service Processes : d( y) B9 X, d) @7 D! ^
Chapter 12 - First Wave Service Projects & X8 Z. W a3 |1 c9 K
Chapter 13 - Raising the Stakes in Service Process Improvement
) \ y' i5 S# V1 f4 J, N( ^Chapter 14 - Designing World-Class Services (Design for Lean Six Sigma) 8 E8 @- @! v& i1 `4 T" Q2 o
Index . l1 v# F$ e3 v, T, j4 F
List of Figures : T! i" ?) n+ C$ E
List of Tables
) _, c9 I; A6 ?+ t5 g5 IList of Figure Examples
: ?1 _1 K/ o' \List of Sidebars
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7 g& I0 B, a$ `/ h8 y6 U[ 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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