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Lean Six Sigma for Service

Cover Art for 9780071418218, Lean Six Sigma for Service by Michael George
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ISBN: 9780071418218
Publisher: McGraw-Hill
Published: 30 June, 2003
Format: Hardcover
Language: English
Links Australian Libraries (Trove)
Editions: 1 other edition of this product

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Lean Six Sigma for Service

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An explanation of how to apply the quality and speed improvement techniques of Lean and Six Sigma to service environments. The major challenge in service applications of Lean Six Sigma is in translating its manufacturing-oriented tools into a service delivery process. A second challenge is that it is much harder to collect data about quality in a service environment because the "product" is intangible. Here Mike George discusses how to overcome both challenges. He explores how dramatic improvements can be achieved in cost, quality and speed for service environments such as health care, hotels, banking, purchasing or any non-manufacturing business. Case studies of companies like Bank One, Lockheed-Martin, Stanford University Hospitals and Scottish Power are included.

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