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Lean Six Sigma For Service% C: p% t# }9 c: Y
+ x! b% N+ Y& D, PIntroduction, F* d" D7 P. P3 t
; B2 c; O1 J# r% r; HPart I - Using Lean Six Sigma for Strategic Advantage in Service 3 P+ m+ i. W5 `' d! w- d- w: ^
Chapter 1 - The ROI of Lean Six Sigma for Services
8 e5 y5 S5 x, a2 C+ O, N; W' `Chapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma
: R" N5 g7 s0 a, u3 \9 QSuccess Story #1 - Lockheed Martin Creating a New Legacy 9 q. d/ U9 c0 ?' P
Chapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization 9 R3 N0 _/ W' P1 ?" q d8 `% |5 n: T
Success Story #2 - Bank One Bigger… Now Better * a6 H' D R2 a) V9 C0 q7 g
Chapter 4 - Executing Corporate Strategy with Lean Six Sigma & T/ K8 b# a2 W. K* H
Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat - J4 e! c' l- q" y" P
Chapter 5 - The Value in Conquering Complexity % B, ?4 ^6 R- W7 ^
Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
; Z9 F5 T& j& P: x2 e; GPart II - Deploying Lean Six Sigma in Service Organizations u O7 J! E8 I! h
Chapter 6 - Phase 1—Readiness Assessment + F% B9 Y1 \' e
Chapter 7 - Phase 2—Engagement (Creating Pull)
1 _" ]2 J: s- vChapter 8 - Phase 3—Mobilization 9 X# y1 d% s& [
Chapter 9 - Phase 4—Performance and Control
' w) {4 W) r$ v7 r7 Q; v+ JPart III - Improving Services % C8 {8 r) u1 U2 q5 b
Chapter 10 - Service Process Challenges
1 A; c, o0 {5 f4 G0 ?Chapter 11 - Using DMAIC to Improve Service Processes % n: W! p" u8 s J& f" w1 r
Chapter 12 - First Wave Service Projects 2 v [: l& O; A% h" u$ p
Chapter 13 - Raising the Stakes in Service Process Improvement ( U* g# F4 I5 v% \5 E2 H3 Q& L
Chapter 14 - Designing World-Class Services (Design for Lean Six Sigma) 4 H' s0 p! Z2 \& i
Index 0 H" c+ z# V' T' a- V
List of Figures
6 G5 j/ d5 J5 |- s2 o: s0 T% C+ wList of Tables
3 ~- t; C# M& d$ OList of Figure Examples
! ^* E( H! Y5 cList of Sidebars% D4 {! n6 n( o" w, x: Q: w
2 Q0 y' u0 [- e2 }9 s
[ 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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