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Lean Six Sigma For Service [1 l3 a( |+ u0 d1 b
* Z$ `+ }) m: p5 E
Introduction
7 k/ K3 G2 L2 j2 w, [: _8 h# d2 h* M+ X
Part I - Using Lean Six Sigma for Strategic Advantage in Service ) x) v) T3 D8 A
Chapter 1 - The ROI of Lean Six Sigma for Services 7 s5 ]. K; C1 x" H) n, o2 D8 T$ M
Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
2 @8 q3 P2 }( ]: ]5 J, w" j" eSuccess Story #1 - Lockheed Martin Creating a New Legacy $ _4 J& l$ ^" \) |3 M4 e. l
Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization
6 g8 s) I! Z# ^! J8 G8 XSuccess Story #2 - Bank One Bigger… Now Better
% E9 V/ g& k( j3 O+ c5 D+ c* tChapter 4 - Executing Corporate Strategy with Lean Six Sigma
0 m+ [: w U" W7 k+ uSuccess Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat ( t/ g' i7 z- M! m D
Chapter 5 - The Value in Conquering Complexity
7 Z8 |. b9 G l m q$ CSuccess Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution 3 F0 I" p8 G9 v7 R0 B* j( o& Y1 f5 E4 S
Part II - Deploying Lean Six Sigma in Service Organizations * A+ e! p* E- Z$ q) i* V
Chapter 6 - Phase 1—Readiness Assessment
. m& l& T( t, V+ ~) uChapter 7 - Phase 2—Engagement (Creating Pull)
: `& Q5 z7 f; J8 \7 A' V jChapter 8 - Phase 3—Mobilization
( I! i$ d0 ]# a/ QChapter 9 - Phase 4—Performance and Control
% Q% q$ f, g7 i/ \Part III - Improving Services
/ A: q+ m4 x/ E$ d$ s2 eChapter 10 - Service Process Challenges 7 ` G8 i9 V& k }% \$ D; v8 s" J/ E
Chapter 11 - Using DMAIC to Improve Service Processes
8 D M O$ \0 G4 E9 bChapter 12 - First Wave Service Projects
; B) F' X, ~/ _2 `$ k+ }+ _1 h% DChapter 13 - Raising the Stakes in Service Process Improvement
0 J/ U" ^' O7 {# E0 p, cChapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
, \% D' b9 x! X% b UIndex + `( ~: ^+ A K) T/ G' z0 k* n$ ?5 o
List of Figures ! L1 ]* M1 m4 H( j6 ?1 @- b. K
List of Tables
2 f% {" \3 D. b! f2 V$ P5 B. u2 XList of Figure Examples
2 V3 l# [" ~. R: }' o6 ?/ CList of Sidebars
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[ 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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