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Lean Six Sigma For Service; @: h& A# T* k. T
" i0 O4 I7 T/ q8 YIntroduction2 O5 W6 s1 h! y- S) O% H3 W
$ K5 y n3 V$ U( qPart I - Using Lean Six Sigma for Strategic Advantage in Service
9 W) g! r* m: UChapter 1 - The ROI of Lean Six Sigma for Services % M# l) ~( i7 b% c
Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma ) [$ B0 h! }& Z4 p+ A& ~8 M' m
Success Story #1 - Lockheed Martin Creating a New Legacy
* \) Z7 b) i. lChapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization ( U! X. h. m2 t7 B# S
Success Story #2 - Bank One Bigger… Now Better 7 t u, s2 @6 M( R9 e( w( f
Chapter 4 - Executing Corporate Strategy with Lean Six Sigma
; T3 K, U. K. n1 nSuccess Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat 6 @/ E2 g; C, K$ Q) [1 n8 v
Chapter 5 - The Value in Conquering Complexity
4 z, W, x) H& ]3 nSuccess Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
* |7 A1 p# G) H; y$ VPart II - Deploying Lean Six Sigma in Service Organizations
3 r# W0 ^- A( `2 OChapter 6 - Phase 1—Readiness Assessment $ V5 J3 k* A& c" K J$ J3 o: d) c; F
Chapter 7 - Phase 2—Engagement (Creating Pull)
, J% [2 R; a2 s$ @4 k( }Chapter 8 - Phase 3—Mobilization
( X/ F+ X1 L+ ]. f7 w- h0 d* L" PChapter 9 - Phase 4—Performance and Control 8 w2 w; U9 \; i4 V6 a! n
Part III - Improving Services
1 J6 {6 z/ b9 C; U5 CChapter 10 - Service Process Challenges 1 c' w" U1 n1 j( b
Chapter 11 - Using DMAIC to Improve Service Processes % Q8 R) I3 I* s% y+ g
Chapter 12 - First Wave Service Projects
" E+ ~( S! E$ }5 wChapter 13 - Raising the Stakes in Service Process Improvement
) U7 H& X1 H1 f( b* N! p! F4 WChapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
8 J4 Z: c9 K' Z+ d( u9 K5 E" nIndex # {+ |+ m) V7 K( { R- S
List of Figures 8 h( t; i* W' C: A/ H: B* a
List of Tables
' O) p- n. k+ ?3 N$ uList of Figure Examples 2 P+ Q `/ s" t' r3 V
List of Sidebars
+ n- c6 s+ h# d4 C ]& `
5 K( `$ `( ]0 r[ 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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