《Lean Six Sigma For Service》（chm）

Paul_peng

Lean Six Sigma For Service
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Introduction
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9 s, s, a0 O+ HPart I - Using Lean Six Sigma for Strategic Advantage in Service
Chapter 1 - The ROI of Lean Six Sigma for Services
' d5 l; `( p1 ~9 h( C: VChapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
Success Story #1 - Lockheed Martin Creating a New Legacy
Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization
7 G( E1 B! `" O! @8 l9 {6 J7 @( zSuccess Story #2 - Bank One Bigger… Now Better
$ N8 i4 o0 B% f' {6 z$ ^( X1 BChapter 4 - Executing Corporate Strategy with Lean Six Sigma
Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
Chapter 5 - The Value in Conquering Complexity
, D! t! C. T2 R* ?! Z* Z# w! _6 {( _Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
Part II - Deploying Lean Six Sigma in Service Organizations
3 g/ M5 G: l4 sChapter 6 - Phase 1—Readiness Assessment
Chapter 7 - Phase 2—Engagement (Creating Pull)
0 h" `" C" l& @* }$ q: DChapter 8 - Phase 3—Mobilization
Chapter 9 - Phase 4—Performance and Control
$ G% \9 s: M) j8 s' S& ePart III - Improving Services
9 \) e% o0 F/ PChapter 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
$ S1 I( R- O2 oChapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
; U+ x1 n' ]/ K! ~  DIndex  
List of Figures  
List of Tables  
List of Figure Examples  
5 d2 F, X# P  R# B  A# \List of Sidebars

! z  ^! {( O9 ~- c/ N1 u[ 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 ]