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Lean Six Sigma For Service# m7 i$ k8 A: h$ V$ e% c
" ?, O# Y7 Y2 U- ]0 T) {
Introduction7 @% J. ~( t2 A/ e
* j6 N8 }7 _) t2 O* v
Part I - Using Lean Six Sigma for Strategic Advantage in Service / z: s* V9 {& s8 B Y$ w6 r7 Z
Chapter 1 - The ROI of Lean Six Sigma for Services
7 f \7 ^1 V2 P+ a! {2 e3 W" M. UChapter 2 - Getting Faster to Get Better—Why You Need Both Lean and Six Sigma `$ ~* g K* J
Success Story #1 - Lockheed Martin Creating a New Legacy
$ p( g3 a, ]5 h+ ~0 mChapter 3 - Seeing Services Through Your Customers’ Eyes—Becoming a customer-centered organization
2 o& Y: R3 {* Z4 G! d1 M; eSuccess Story #2 - Bank One Bigger… Now Better
8 x; g/ b5 v8 R+ z+ H( s+ Y' B: YChapter 4 - Executing Corporate Strategy with Lean Six Sigma 3 W5 R* O; ] i y- G8 a
Success Story #3 - Fort Wayne, Indiana From 0 to 60 in nothing flat 1 v: m S3 e0 x8 t& I2 k
Chapter 5 - The Value in Conquering Complexity
0 J+ e+ W! [( [) d, J9 `Success Story #4 - Stanford Hospital and Clinics—At the forefront of the quality revolution
# g- Y i& N. i' q3 ^- R8 qPart II - Deploying Lean Six Sigma in Service Organizations / r) v. `9 e3 |7 E" K
Chapter 6 - Phase 1—Readiness Assessment
1 P1 K0 |% V- C9 mChapter 7 - Phase 2—Engagement (Creating Pull)
: H3 T4 z+ t6 k! s# N, lChapter 8 - Phase 3—Mobilization ! a6 l+ D u4 m( [
Chapter 9 - Phase 4—Performance and Control ' Z. I, E) Z# y7 ?4 e
Part III - Improving Services
- U C) I6 Z4 ^2 w. W) Z' U8 dChapter 10 - Service Process Challenges 1 F+ S* S* M1 ~5 e5 P
Chapter 11 - Using DMAIC to Improve Service Processes
) s( Z/ E; F1 Y& nChapter 12 - First Wave Service Projects
; X, m0 G5 @9 [Chapter 13 - Raising the Stakes in Service Process Improvement 9 g) ~" n# _7 T4 V
Chapter 14 - Designing World-Class Services (Design for Lean Six Sigma)
2 f2 S( V Y: T' u; T! y0 v2 DIndex & |: L5 c2 E7 S5 I
List of Figures
' q" r" p& T2 w" s0 Z, z1 X0 D. q+ NList of Tables
( A+ t8 i+ Q) J# x- H( g* \8 H9 pList of Figure Examples ( u$ A4 k( C$ T5 h
List of Sidebars
# w! z3 e- H7 o; E$ n6 m
3 i6 z6 y1 T4 y$ B1 j: H* V- P[ 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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