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Lean Six Sigma For Service" e6 s0 d7 E3 Y; t a8 ~
, Y7 | z9 H2 y% j( t( J
Introduction7 @7 a$ U! r0 P$ B( D, N" H+ w
3 L( P8 b* b! I7 D
Part I - Using Lean Six Sigma for Strategic Advantage in Service - h J- v e; g3 }0 g
Chapter 1 - The ROI of Lean Six Sigma for Services " J& ]; o4 H4 d8 ~: x
Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma $ b1 k6 F" b4 n: H; c }9 W8 r
Success Story #1 - Lockheed Martin Creating a New Legacy
+ `5 `% N0 W. d+ G/ RChapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization 2 i# r# [6 w2 g; n U6 c2 t
Success Story #2 - Bank One Bigger… Now Better 6 V7 Z' l$ Z% [1 U! i
Chapter 4 - Executing Corporate Strategy with Lean Six Sigma : _3 K- X+ C3 t+ X; A* Y
Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
* B5 K0 f) |/ A) S& j; E2 nChapter 5 - The Value in Conquering Complexity 5 h) X; D! Q1 P' A3 w. H& w
Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution 7 `) h2 D! ]+ J
Part II - Deploying Lean Six Sigma in Service Organizations
# c' F$ S" C1 eChapter 6 - Phase 1—Readiness Assessment
7 X, I7 L" G4 I! ]7 N4 V; aChapter 7 - Phase 2—Engagement (Creating Pull) - @5 K+ _* A+ W2 m% |
Chapter 8 - Phase 3—Mobilization 1 f9 w% ]2 R7 ?& ^) k. v/ l! n: D! T
Chapter 9 - Phase 4—Performance and Control : `/ Z/ r; X( L/ D( D4 ?3 X
Part III - Improving Services
( S# B( ?5 j; t( H# bChapter 10 - Service Process Challenges
* |/ l( s( a8 \" f3 VChapter 11 - Using DMAIC to Improve Service Processes
) O" O1 A) R+ x9 z0 P1 F2 L* Q! eChapter 12 - First Wave Service Projects
7 n6 v6 P2 s2 SChapter 13 - Raising the Stakes in Service Process Improvement X9 r: a1 @! S7 ]5 d9 R- t9 R3 m
Chapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
: U' [6 x. i+ h7 t2 mIndex
3 c% k4 ]. A0 eList of Figures . d' H9 O' c+ l! L7 p* g, @
List of Tables 8 Y" A5 c- r- J+ g/ O) U0 Q5 K
List of Figure Examples
/ } N6 S2 b- [. Z5 h% YList of Sidebars
: c$ }) E' J9 F/ @2 P% }9 U# Q) f2 _0 H; p6 Q; P, J
[ 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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