Transactional Six Sigma and Lean Servicing: Leveraging Manufacturing Concepts to Achieve World-Class Service Hardcover – 13 Jun 2002
Product ID: 50831708
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Synopsis 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.
D**O
This is a very good book and green belt reference tool
!After having read this book in greater detail a second time I felt obligated to rewrite my review!Transactional Six Sigma and Lean Servicing is an easy read and laid exceptionally well. If you want to learn how to apply six sigma without all the rollout hoop-la this is a good book for you.Too many of the newer books spend too much time discussing the road map of a full blown roll-out but lets face it, most of the people purchasing six sigma books are probably trying to apply the DMAIC problem solving approach on their own. If you're one of these people this book is for you.Since I work in a transactional environment, I thought the Lean Servicing portion of the book, one chapter, would contain some good tips or new insight that I could apply to my gigs, but I was disappointed. The chapter simply describes how to perform a good process analysis.However, I did enjoy the chapters (1.5 and 1.6) that discussed the history of quality and six sigma. These chapters are very well written and very, very interesting.Betsi did a masterful job describing DOE and basic statistics in simple terms.I can't believe how many times I find myself using this book as a reference tool!!
T**T
Five Stars
almost pocket size
D**I
Useless Book-Don't buy
Lousy book! Doesn't tell you much! Useless in my opinion
B**K
A must read for anyone who is in Six Sigma or involved with improving quality in their organization.
Having been a Green Belt and now a full time Black Belt, this is the first book that I have found out of several that I have read that is exactly what I am doing day to day. The book is easy to understand and sheds additional light on the processes of Six Sigma. The chapters give excellent examples! The author is very skilled at her trade. She is currently a Master Black Belt and instructor with my organization. I, along with many others rely on her expertise. Thanks Betsi, you're a great mentor.
P**L
Finally, a book for the rest of us!
Finally, a book for the rest of us! I work for a large urban hospital who is thinking about implementing six sigma but everything that's out there is geared toward manufacturing. Ehrlich's book on transactional six sigma is exactly what our management team needs to understand how the six sigma methods can be used in our medical center. The writing is clear and understandable, the examples are great, and she takes the time to explain to those of us without a heavy statistics background the underpinnings of the statistical tools used in six sigma. As the Quality Assurance manager who has been tasked with researching the benefits of six sigma, I plan to have our entire executive staff read this book and expect them to be as enthused as I am after gaining a greater understanding of how the program works in a service organization.
Trustpilot
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