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Lean Six Sigma For Service, |: K: n# R" K8 k; r& U! ~
+ I( Q5 }7 j4 aIntroduction2 T$ e& Y8 f& F$ ~% r3 R
" h/ t5 X: p) O2 v, Y* Y! B. U- P
Part I - Using Lean Six Sigma for Strategic Advantage in Service
& K' g6 S0 n+ W6 G% BChapter 1 - The ROI of Lean Six Sigma for Services
" a8 m1 D1 H7 j# L* BChapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
; f; j4 e; Y& Q; NSuccess Story #1 - Lockheed Martin Creating a New Legacy $ k; e/ b) `2 }( Z
Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization ; o" f+ u9 d/ ?" _
Success Story #2 - Bank One Bigger… Now Better & s7 a% ~/ R; ]( s
Chapter 4 - Executing Corporate Strategy with Lean Six Sigma
. M$ X% I, {5 a) w+ bSuccess Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
, j# K6 t! r0 ]Chapter 5 - The Value in Conquering Complexity . R4 W8 z2 n: L5 @4 P
Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution + |) a$ u) B: U% p* S+ k( K
Part II - Deploying Lean Six Sigma in Service Organizations
" m) I* d/ T; B' |Chapter 6 - Phase 1—Readiness Assessment 1 v/ W) O1 G2 I' @; b
Chapter 7 - Phase 2—Engagement (Creating Pull)
" S3 P4 y0 s6 x! SChapter 8 - Phase 3—Mobilization
' H }4 p1 \& ?% n( ?$ _) d3 c9 UChapter 9 - Phase 4—Performance and Control # Z6 K/ Z/ \$ _
Part III - Improving Services
# e, L/ @1 S1 K) c# i6 }0 a, hChapter 10 - Service Process Challenges 0 m0 W4 r/ K. }0 M$ r5 U: x
Chapter 11 - Using DMAIC to Improve Service Processes
1 Y3 w) D" X! i0 M% PChapter 12 - First Wave Service Projects
8 u) L9 G+ u# |4 p' R4 m+ X0 cChapter 13 - Raising the Stakes in Service Process Improvement
" o1 V7 p- t6 f% i0 Y, XChapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
% N& z7 e1 O. s8 I* i+ }4 U7 d! rIndex
! e5 M9 s, n, yList of Figures ! P0 O% [1 P. ^# j3 f. c6 K2 u5 k
List of Tables
5 j: P5 q0 k! |1 ^) B- UList of Figure Examples ( I' C& t8 c+ e6 H0 `
List of Sidebars( `" E! ^' b6 X9 y% u* b9 |# l4 O1 [
/ p" C* `) G) r
[ 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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