《Lean Six Sigma For Service》（chm）

Paul_peng

Lean Six Sigma For Service
4 r0 s" _2 {, }  x9 H
2 P! O" L2 }0 X9 f" v. \7 _8 tIntroduction
  W# P. k8 s, |
# v7 ?7 ^5 _1 X$ KPart I - Using Lean Six Sigma for Strategic Advantage in Service
Chapter 1 - The ROI of Lean Six Sigma for Services
6 h# F" H7 C% v6 ^Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
  c5 z1 b" I# U) l3 WSuccess 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
2 I# j" S: C' Y! q. CChapter 4 - Executing Corporate Strategy with Lean Six Sigma
; @( z' b. ^$ D; Q6 \) M" sSuccess Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
Chapter 5 - The Value in Conquering Complexity
' a8 H* ]! H8 w: V- u+ ZSuccess Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
, ^; [+ b: @& L$ KPart II - Deploying Lean Six Sigma in Service Organizations
) I8 y7 w8 G2 E, [Chapter 6 - Phase 1—Readiness Assessment
Chapter 7 - Phase 2—Engagement (Creating Pull)
3 x$ J# h% `# E# d- y4 SChapter 8 - Phase 3—Mobilization
' @& d. {& U) m' {6 _1 u* @+ LChapter 9 - Phase 4—Performance and Control
' H+ ?; j$ h3 `Part III - Improving Services
( D  r/ Y6 t* u5 }: P4 d! }Chapter 10 - Service Process Challenges
, g) E5 n- \# i4 TChapter 11 - Using DMAIC to Improve Service Processes
2 U2 W- x3 P7 ^* S- k, p0 H' E4 gChapter 12 - First Wave Service Projects
* a: g8 p$ X: a7 I, v8 q0 RChapter 13 - Raising the Stakes in Service Process Improvement
& |8 l7 f1 u6 b3 F2 z0 CChapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
Index  
4 o7 b3 T. u' @; u) P$ `- yList of Figures  
List of Tables  
List of Figure Examples  
( Y0 q. z6 \7 ~+ o0 A9 h1 k$ q- N& oList of Sidebars

[ 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 ]