《Lean Six Sigma For Service》（chm）

Paul_peng

Lean Six Sigma For Service
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Introduction

# R6 w) @6 y* }3 u" R0 X6 rPart I - Using Lean Six Sigma for Strategic Advantage in Service
4 g# Y* ?0 ?! u' ?  P+ lChapter 1 - The ROI of Lean Six Sigma for Services
Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
/ q' P( g* Y2 T3 LSuccess Story #1 - Lockheed Martin Creating a New Legacy
6 e! z; c( S% q! H( N, RChapter 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
2 ~$ y+ G8 l1 x, m1 b, F: j3 h, u9 A/ VSuccess 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
Part II - Deploying Lean Six Sigma in Service Organizations
% v6 W  S3 m! s' l2 k$ kChapter 6 - Phase 1—Readiness Assessment
" r' z5 {! E1 M9 ^0 uChapter 7 - Phase 2—Engagement (Creating Pull)
' _6 s8 j9 k6 ?# G4 x8 ?Chapter 8 - Phase 3—Mobilization
Chapter 9 - Phase 4—Performance and Control
Part III - Improving Services
% c+ n( }+ p/ Q5 b" b2 NChapter 10 - Service Process Challenges
Chapter 11 - Using DMAIC to Improve Service Processes
) s4 n: l: X& w2 ^Chapter 12 - First Wave Service Projects
5 A" `* R( @# a/ q9 X5 C3 j! H$ {Chapter 13 - Raising the Stakes in Service Process Improvement
5 }" a5 v4 C* m% Y3 WChapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
Index  
List of Figures  
: d5 `! b! N- @& L. ^1 Y4 K3 lList of Tables  
List of Figure Examples  
' F) v3 G& N3 ?) e( Z9 bList 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）
4 ?& @9 E4 K- S0 u, d
[ 本帖最后由 Paul_peng 于 2007-1-16 00:23 编辑 ]