Sandra L. Furterer,"Lean Six Sigma in Service: Applications and Case Studies"
CRC | May 20, 2009 | PDF | ISBN: 142007888 | 468 pages | 4.86mb
Based on case studies, this book demonstrates real-world applications of Six Sigma, especially in service or non-traditional industries and processes. In a clean, clear style that is not overly technical, the author describes the Six Sigma DMAIC of DMADV problems solving approach and how it can be applied to service and transaction related processes. The case studies illustrate the application of Lean Six Sigma tools to a wide variety of processes and problems including, but not limited to financial process improvement, business purchasing procedures, designing a recruiting process, developing and infrastructure for operational excellence, improving educational program