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Lean Six Sigma For Service" u x7 p) p2 l
: H9 v+ ]6 M: Z8 D! }, H8 v
Introduction
4 V# H. E2 t9 A
9 ~( d& y4 m' E; Z( LPart I - Using Lean Six Sigma for Strategic Advantage in Service
" G( y. Z3 I6 K+ ]: G8 [Chapter 1 - The ROI of Lean Six Sigma for Services
" ^& F0 U0 y+ U3 i o; [Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma $ O$ j+ E& p$ m0 y9 X. F" p
Success Story #1 - Lockheed Martin Creating a New Legacy 4 v0 b/ m Q" I* `" G
Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization
# A! U( w3 _4 Z+ VSuccess Story #2 - Bank One Bigger… Now Better 5 t- z) ~- J4 S
Chapter 4 - Executing Corporate Strategy with Lean Six Sigma / ?& ~0 B7 }, v
Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
$ b2 q/ C- G7 x7 m: V: g* R% c1 Q3 nChapter 5 - The Value in Conquering Complexity 4 x; s+ t! u0 B2 n- h% D. R
Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
4 E2 H. |% M* u/ W% a/ QPart II - Deploying Lean Six Sigma in Service Organizations
) o' ~; {: j4 E4 o- J, U* L7 CChapter 6 - Phase 1—Readiness Assessment # S6 p; `$ h6 j/ o2 Q: |( H
Chapter 7 - Phase 2—Engagement (Creating Pull)
# Z9 ?) e/ k7 `Chapter 8 - Phase 3—Mobilization
; z- H* i* g# `1 V2 M( @Chapter 9 - Phase 4—Performance and Control
{# S- t* ]1 bPart III - Improving Services
" j8 m; O& x9 e: U+ dChapter 10 - Service Process Challenges % \: X6 {6 u% W' d' F! a2 o
Chapter 11 - Using DMAIC to Improve Service Processes 6 o) Y' I6 v% F" e
Chapter 12 - First Wave Service Projects
* E$ F' X; ]- L/ tChapter 13 - Raising the Stakes in Service Process Improvement 4 G4 x* A+ k; Z% I
Chapter 14 - Designing World-Class Services (Design for Lean Six Sigma) , G: u) h; O* @) b
Index 0 K5 k8 ?6 g" R Y" G
List of Figures ) e7 l" L7 o' Y3 m3 j
List of Tables + d. o( I$ U3 V. x) z Q5 }6 }
List of Figure Examples
: H: O. Z' h ~: y' r3 fList of Sidebars
0 y4 X6 G* \; b& Y3 o1 m* e$ y* n7 W% A( l, P4 B
[ 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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