《Lean Six Sigma For Service》（chm）

Paul_peng

Lean Six Sigma For Service
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Introduction
1 u7 B# ^( Q" x" o# o
Part I - Using Lean Six Sigma for Strategic Advantage in Service
Chapter 1 - The ROI of Lean Six Sigma for Services
( l6 E6 M) v. A8 L! O" kChapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
" v/ l" A+ {6 g0 |! qSuccess Story #1 - Lockheed Martin Creating a New Legacy
) j7 Q( T3 o7 b! iChapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization
Success Story #2 - Bank One Bigger… Now Better
Chapter 4 - Executing Corporate Strategy with Lean Six Sigma
6 `# t2 A$ x2 zSuccess Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat
/ n- ~$ l. W( s# B' D% [, B. pChapter 5 - The Value in Conquering Complexity
Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
$ d! K3 ?4 ~. T; QPart II - Deploying Lean Six Sigma in Service Organizations
Chapter 6 - Phase 1—Readiness Assessment
  R8 {2 D. ~5 N' _Chapter 7 - Phase 2—Engagement (Creating Pull)
Chapter 8 - Phase 3—Mobilization
( d. g% V) B( s1 `Chapter 9 - Phase 4—Performance and Control
Part III - Improving Services
% o3 r: |9 M+ z" \2 j6 YChapter 10 - Service Process Challenges
# W9 c$ G. m# |; P3 n+ G. _Chapter 11 - Using DMAIC to Improve Service Processes
, V+ d" x  t$ Z* y7 UChapter 12 - First Wave Service Projects
) \7 y8 R  \3 |Chapter 13 - Raising the Stakes in Service Process Improvement
$ U. w  e& m0 p# Y5 TChapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
6 P) R/ `1 T5 uIndex  
; Q( I" M8 [2 C' X- R$ aList of Figures  
List of Tables  
List of Figure Examples  
+ b. Q, |: @* A3 {List of Sidebars

- V1 O% m; p% z0 j2 P2 s2 G" I+ R[ 本帖最后由 Paul_peng 于 2007-2-12 23:09 编辑 ]

Paul_peng

Lean Six Sigma For Service（chm）

( A3 ~. o+ L: F[ 本帖最后由 Paul_peng 于 2007-1-16 00:23 编辑 ]