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Download Six SIgma for Transactions and Service (Six SIGMA Operational Methods) eBook

by Parveen S. Goel,Rajesh K. Tyagi,Praveen Gupta

Download Six SIgma for Transactions and Service (Six SIGMA Operational Methods) eBook
ISBN:
0071443304
Author:
Parveen S. Goel,Rajesh K. Tyagi,Praveen Gupta
Category:
Management & Leadership
Language:
English
Publisher:
McGraw-Hill Education; 1 edition (January 7, 2005)
Pages:
558 pages
EPUB book:
1262 kb
FB2 book:
1189 kb
DJVU:
1255 kb
Other formats
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Rating:
4.1
Votes:
294


ASSURE SIX SIGMA QUALITY IN SERVICE AND TRANSACTIONS: Transactional Quality Benchmarks . He lives in Windsor, Ontario Canada.

ASSURE SIX SIGMA QUALITY IN SERVICE AND TRANSACTIONS: Transactional Quality Benchmarks . Praveen Gupta is the author of the best-selling Six Sigma book Six Sigma Business Scorecard: Creating a Comprehensive Corporate Performance Measurement System, and The Six Sigma Performance Handbook. Praveen participated in the development of Six Sigma at Motorola in mid-eighties. He has taught Six Sigma at Motorola University for more than a decade. Praveen is Six Sigma Master Black Belt and an ASQ Fellow. Praveen consults in the area of corporate performance improvement and innovation.

After achieving Six Sigma improvements in manufacturing and design comes an equally complex challenge: implementing Six Sigma in a business's transactional and service sectors. Different tools, terminology, frameworks, and measurements will clearly be needed - this is why leading Six Sigma and service operations experts prepared this detail-rich roadmap. Six Sigma for Transactions and Services provides the step-by-step guidance needed to transform these costly, crucial - and far too often highly inefficient - business processes.

Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service .

Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service sectors. MAXIMIZE CUSTOMER-RELATED BUSINESS FUNCTIONS THROUGH SIX SIGMA Six Sigma for Transactions and Service delivers a comprehensive roadmap to optimize customer-related business functions.

Six Sigma is a continuous improvement methodology aimed at reducing process variation. As Six Sigma implementation has spread from manufacturing to service and healthcare, the need for teaching the methodology in higher education emerged to prepare students for industry.

Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and . Designing Transactional Services for Six Sigma. Design and Optimize Service to Ensure Robust Service Package. Implementing Six Sigma in Service Organizations. Six Sigma for Transactions and Service addresses those differences and provides a roadmap for impelementing "customer-centric" Six Sigma. Six Sigma in Services.

Six Sigma (6σ) is a set of techniques and tools for process improvement. It was introduced by American engineer Bill Smith while working at Motorola in 1980. Jack Welch made it central to his business strategy at General Electric in 1995. A six sigma process is one in which 9. 9966% of all opportunities to produce some feature of a part are statistically expected to be free of defects.

Автор: Goal Название: Six sigma for transactions and services Издательство: McGraw-Hill . This book aims to provide a comprehensive guide to designing and providing such services, including organizational considerations and payment systems.

This book aims to provide a comprehensive guide to designing and providing such services, including organizational considerations and payment systems.

The Six Sigma Operational Methods Series goes beyond simply explaining Six Sigma basics to interested managers, these are hard-core working tools of statistical methods, quantitative and intense, aimed at mathematically sophisticated Six Sigma practitioners unwilling to settle fo. .

The Six Sigma Operational Methods Series goes beyond simply explaining Six Sigma basics to interested managers, these are hard-core working tools of statistical methods, quantitative and intense, aimed at mathematically sophisticated Six Sigma practitioners unwilling to settle for anything less than peak performance in manufacturing and services.

Other Books in the Six Sigma Operational Methods Series. Michael Bremer Six Sigma Financial Tracking and Reporting. Parveen S. Goel, Rajeev Jain, and Praveen Gupta Six Sigma for Transactions and Service. Praveen Gupta The Six Sigma Performance Handbook. Thomas McCarty, Lorraine Daniels, Michael Bremer, and Praveen Gupta The Six Sigma Black Belt Handbook. Alastair Muir Lean Six Sigma Statistics. Andrew Sleeper Design for Six Sigma.

Publisher's Note: Products purchased from Third Party sellers are not guaranteed by the publisher for quality, authenticity, or access to any online entitlements included with the product.


MAXIMIZE CUSTOMER-RELATED BUSINESS FUNCTIONS THROUGH SIX SIGMA

Six Sigma for Transactions and Servicedelivers a comprehensive roadmap to optimize customer-related business functions. Featuring how-to's for making systems such as customer billing, order processing, and call center management more cost-effective and truly "customer-centric," this reference provides the hands-on specifics required to create and implement self-sustaining -- even self-improving -- transactional and service strategies an practices.

Six Sigma for Transactions and Serviceprovides:

A clear blueprint to money-saving, efficiency-enhancing service delivery and transaction processingService-Sector-specific Define, Measure, Analyze, Innovate, and Embed (DMAIE), and Define, Measure, Analyze, Design and Optimize (DMADO) methodologiesInnovative service operations design strategies aligned with corporate strategiesGuidance and expert tips from Six Sigma Master Black Belts and Black BeltsValuable forms and scorecard

ASSURE SIX SIGMA QUALITY IN SERVICE AND TRANSACTIONS:Transactional Quality BenchmarksService Operations, Corporations, and Industries * Service Performance Indicators * The Service Crisis *Transactional Six SigmaDefine and Develop * Measures and Trends * Analyze and Innovate * Embed *Designing for Transactional ServicesAxioms of Service Design * Customer-Driven Transactional Processes * Designing Transactional Processes * Optimize the Service Design to Ensure a Robust Service Package * Transactional Business * Human Capital * Implementing TSS * Six Sigma in Transactional Processes

After achieving Six Sigma improvements in manufacturing and design comes an equally complex challenge: implementing Six Sigma in a business's transactional and service sectors.

Different tools, terminology, frameworks, and measurements will clearly be needed -- this is why leading Six Sigma and service operations experts prepared this detail-rich roadmap.Six Sigma for Transactions and Servicesprovides the step-by-step guidance needed to transform these costly, crucial -- and far too often highly inefficient -- business processes.

This guide shows exactly how to design and optimize procedures and performance in areas traditionally resistant to both investigation and change. Readers will find the tools they need to:

Develop quantitative assessments in hard-to-measure areasApply process thinking in service contextApply new tools to find wasteful processes ripe for eliminationDevelop customer-driven transactional processesBuild robustness into every aspect of the service packageOptimize the company's transactional designExceed customers expectations at reduced costDocument cost reductions, efficiency improvements, and customer satisfaction

Six Sigma for Transactions and Serviceoffers exciting new opportunities to those looking to optimize every aspect of a bus

  • Yahm
This is a great introductory book on Six Sigma for Service. It is very high level, and covers a significant amount of material in 500 pages. You could be completely new to the Six Sigma concept, pick up this book, and understand. Likewise, if you are familiar with the Six Sigma methodology, this book will help you think through the challenges and opportunities of implementation in a services based environment.

However, if you are looking for a detailed, how-to manual, this is the wrong tool. A good, approachable and digestable read. I would have rated a five star except it is a challenging value proposition at this price...
  • Walianirv
This book was required for a service logistics class. I used the modified structure for a project at work. Instead of DMAIC, define, measure, analyze, improve, and control the service uses Define, Measure, Analyze, Innovate, Embed. The main thesis is that the most important thing to do is define what a failure is. A dropped call, missed appointment etc... Then you can measure and analyze the failures and innovate to correct them. Last, the changes must be embedded into the culture. Overall, a book I will keep for reference.
  • Wenaiand
A VERY TOPICAL BOOK FOR THE PRACTICING MANAGERS WHO ARE IN THE SERVICE INDUSTRY. AUTHORS HAVE USED A VERY SIMPLE LANGUAGE TO BRING OUT THE CONCEPTS, DELVED THEM WITH SOME GOOD EXAMPLES THAT MAKE SENSE, AND HAVE OFFERED SOLUTIONS. MOST PEOPLE ARE SO BUSY AT WORK, WITH ROUTINES, THEY FORGET THE FUNDAMENTALS AND THE NEW DIMENSIONS AND THE DYNAMICS. THE KNOWLEDGE AND EXPERIENCE OF THIS TEAM OF AUTHORS IN THE FORM OF THIS BOOK, WILL BE A GREAT HELP IN INCORPORATING THE SIX SIGMA CONCEPTS, MEASURE UPTO THE CHALLENGES OF TIME THE TRANSACTIONS AND SERVICE INDUSTRY IS CURRENTLY FACING, AND IMPROVING THE BOTTOM LINE. THE OVERALL PRESENTATION OF THE BOOK IS VERY GOOD AND THE PUBLISHERS - MCGRAW HILL, AS USUAL HAVE DONE WELL.

THE AUTHORS NEED TO BE CONGRATULATED FOR DOING SUCH A FINE JOB.