Transactional Six Sigma and Lean Servicing by Betsi Harris Ehrlich

Transactional Six Sigma and Lean Servicing by Betsi Harris Ehrlich
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Transactional Six Sigma and Lean Servicing: Leveraging Manufacturing Concepts to Achieve World-Class Service Publisher:CRC (2002-06-13) by Betsi Harris Ehrlich

Features Provides improvement concepts and techniques for the emerging e-commerce industry and Web based businesses Includes real DMAIC case study showing how to reduce call volume in a large call center, other cases as well as numerous examples, tables, reference materials, and a glossary of important terms and concepts Covers Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) and DFSS (Design for Six Sigma) methodologies and Lean Servicing™ Concepts Supplies a firm grounding in the concepts and techniques and increases the understanding of applications for transactional processes

Summary Service industries have traditionally lagged manufacturing in adoption of quality management strategies and Six Sigma is no exception. While there are a growing number of books on applying the hot topics of Six Sigma and Lean Manufacturing concepts in a manufacturing environment, there has not been a mainstream book that applies these techniques in a service environment, until now.

Transactional Six Sigma and Lean Servicing™: Leveraging Manufacturing Concepts to Achieve World Class Service is a ground breaking "how-to" book that serves as a practical guide for implementing Six Sigma and Lean Manufacturing methods in a transactional service oriented environment. It uses real case studies and examples to show how Six Sigma and Lean Servicing™ techniques have been implemented and proven effective in achieving substantial documented results. Lean Servicing™ is the author's own term used to describe the application of Lean Manufacturing concepts to transactional and service processes.

Liberal use of examples, graphics, and tables will assist you in grasping the difficult concepts. Transactional Six Sigma and Lean Servicing™ covers both theory and practical application of Lean Servicing™, Six Sigma DMAIC and Six Sigma DFSS concepts and methods so you can implement them effectively in your service organization and achieve reduced costs and a new level of service excellence.