Six Sigma for Transactional and Services
Parveen S. Goel, Praveen Gupta, Rajesh K. Tyagi, Rajeev Jain - Collection Six Sigma Operational Methods
Résumé
Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service sectors. However, business-specific issues such as customer billing, order processing, and call center management require a modified set of problem-solving and analytical tools. This resource addresses those differences and provides a roadmap for impelementing "customer-centric" Six Sigma.
L'auteur - Praveen Gupta
Praveen Gupta is a PE, Master Black Belt, and ASQ Fellow. Praveen, who was there at time and place of the birth of Six Sigma, has taught Six Sigma at Motorola University for over ten years. His first Six Sigma project was completed in 1988. He lives in Schaumburg, Illinois.
Sommaire
- Part I. Service Quality benchmarks
- Roles of Services and Transactions in Global and U.S. Economy (Services -- The Key to Future Competitive Advantage)
- Quality in Services and Transactions
- Service Performance Indicators (If It Is Important, It Must Be Measured)
- The Service Crisis
- Part II. Transactional Six Sigma
- Introduction
- Define and Develop
- Measure and Trends
- Analyze and Innovate
- Embed
- Part III. Designing for Transactional Services
- Axioms of Service Design
- Customer-Driven Transactional Processes
- Designing Transactional Services for Six Sigma
- Design and Optimize Service to Ensure Robust Service Package
- Implementing Six Sigma in Service Organizations
- Six Sigma in Services
- Six Sigma in Outsourcing
- Managing Human Capital
Caractéristiques techniques
| PAPIER | |
| Éditeur(s) | Mc Graw Hill |
| Auteur(s) | Parveen S. Goel, Praveen Gupta, Rajesh K. Tyagi, Rajeev Jain |
| Collection | Six Sigma Operational Methods |
| Parution | 14/02/2005 |
| Nb. de pages | 560 |
| Format | 16 x 24 |
| Couverture | Relié |
| Poids | 930g |
| Intérieur | Noir et Blanc |
| EAN13 | 9780071443302 |
| ISBN13 | 978-0-07-144330-2 |
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