《Lean Six Sigma For Service》（chm）

Paul_peng

Lean Six Sigma For Service

Introduction

Part I - Using Lean Six Sigma for Strategic Advantage in Service
- e3 _& D" j9 Y* ?, Z4 H( y' F2 W- `Chapter 1 - The ROI of Lean Six Sigma for Services
Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
2 K1 F2 D4 i! O! [2 nSuccess 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
& Q" H4 J) w3 q9 dChapter 4 - Executing Corporate Strategy with Lean Six Sigma
. d  L3 W0 Y$ W5 i+ `8 ESuccess Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
% [5 r: _# ]+ a; ?1 ^Chapter 5 - The Value in Conquering Complexity
5 K" r+ p0 T2 @7 Z+ ?" X7 CSuccess Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
" J) Y7 b( w* U" r* ^Part II - Deploying Lean Six Sigma in Service Organizations
Chapter 6 - Phase 1—Readiness Assessment
Chapter 7 - Phase 2—Engagement (Creating Pull)
Chapter 8 - Phase 3—Mobilization
3 j/ W7 Z$ V" ]( IChapter 9 - Phase 4—Performance and Control
7 Q+ p( s1 O" T% D6 n9 E7 d4 ?: WPart III - Improving Services
Chapter 10 - Service Process Challenges
Chapter 11 - Using DMAIC to Improve Service Processes
Chapter 12 - First Wave Service Projects
Chapter 13 - Raising the Stakes in Service Process Improvement
Chapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
( j9 ~' Y3 B, Q5 ]# c  o# N9 e+ G0 C: _Index  
' F* a; S+ p/ b. T; N& OList of Figures  
7 B0 I, W( l6 G! ~! FList of Tables  
1 ?3 t: |+ D3 Y7 z7 TList of Figure Examples  
List of Sidebars
3 e$ V0 b& z1 I
+ T) W" S7 `- P& t+ J( O! ]/ z. A[ 本帖最后由 Paul_peng 于 2007-2-12 23:09 编辑 ]

Paul_peng

Lean Six Sigma For Service（chm）

" z+ R4 Y2 o" m: M3 r  s[ 本帖最后由 Paul_peng 于 2007-1-16 00:23 编辑 ]