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Lean Six Sigma for Service Hardcover – 16 Jul 2003

5.0 out of 5 stars 1 customer review

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Product description

From the Back Cover

"How do I apply Lean Six Sigma in my service organization?"

This is a question many executives and managers are asking. With all the emphasis on using Lean Six Sigma in manufacturing environments, the need for a clear methodology for implementing these major quality improvement initiatives in service functions has been mainly overlooked--until now.

Lean Six Sigma for Service provides a service-based approach, explaining how companies of all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process. Six Sigma expert Michael George reveals how easy it is to apply relatively simple statistical and Lean tools that will reduce costs and achieve greater speed in service processes.

It's no secret that service functions have a harder time applying Lean and Six Sigma principles. The manufacturing roots of these initiatives have made it unclear how to apply these tools to services; this book effortlessly makes that translation. Here, for the first time, you'll read about how classic Lean tools such as "Pull systems" and "setup reduction" are being used in procurement, call centers, surgical suites, government offices, R&D, and much more. You'll see why services are full of waste--and ripe for the benefits of Lean Six Sigma.

This book provides real-world examples from situations where the critical determinants of quality and speed are the flow of informationand the interaction between people. The numerous case studies demonstrate how Lean Six Sigma can be used in service organizations just as effectively as in manufacturing--and with even faster results. You'll discover how to:

  • Integrate Lean and Six Sigma and apply them side by side
  • Become a customer-centered organization
  • Gain control over process complexity
  • Improve response time on signature services
  • Apply value-based management to project selection
  • Clean up your workspace
  • Develop supplier relationships

For guidance in deploying Lean Six Sigma in service organizations, reducing lead times, streamlining processes, and holding down costs,Lean Six Sigma for Services is the most complete, authoritative guide you can own.

"Lockheed Martin recognized that our business support processes have as much opportunity for improvement as our design and build areas. By applying Lean process speed and Six Sigma quality tools to marketing, legal, contract administration, procurement, etc. we have created a competitive advantage... The lessons learned and practical case studies contained in Lean Six Sigma for Service provide a road map which can create great value for customers, employees and shareholders."--Mike Joyce, Vice President, Lockheed Martin Operational Excellence

Deploy Lean Six Sigma in your service organization

Would you like to:

  • Reduce your company's service costs by 30 to 60 percent?
  • Improve service delivery time by 50 percent?
  • Expand capacity by 20 percent--without adding staff?

If you answered yes--and who wouldn't--then this is the book for you. Lean Six Sigma for Servicesreveals how to bring the miracle of Lean Six Sigma improvement out of manufacturing and into service functions. Michael George describes the basic elements of successful deployment, including insights from corporate leaders who have already "walked the talk" to accelerate your own journey.

Filled with case studies detailing dramatic service improvements in organizations from Lockheed Martin to Stanford University Hospital, this bottom-line book provides executives and managers with the knowledge necessary to blend Lean and Six Sigma to optimize services. You'll see how Lean Six Sigma can cut costs by reducing complexity; how to utilize its tools to provide better quality service; and how you can use shareholder value to drive project selection--without needing an MBA.

About the Author

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

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Product details

  • Hardcover: 400 pages
  • Publisher: McGraw-Hill Education (16 July 2003)
  • Language: English
  • ISBN-10: 9780071418218
  • ISBN-13: 978-0071418218
  • ASIN: 0071418210
  • Product Dimensions: 16.3 x 2.8 x 23.4 cm
  • Average Customer Review: 5.0 out of 5 stars 1 customer review
  • Amazon Bestsellers Rank: #1,86,677 in Books (See Top 100 in Books)
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Top customer reviews

19 October 2016
Format: Hardcover|Verified Purchase

Most helpful customer reviews on Amazon.com

Amazon.com: 4.1 out of 5 stars 68 reviews
Mark P. McDonald
3.0 out of 5 starsMore exposition of author expertise than examples of applications
13 June 2008 - Published on Amazon.com
Format: Hardcover|Verified Purchase
22 people found this helpful.
Purposeful
2.0 out of 5 starsNot the book for me
31 July 2017 - Published on Amazon.com
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2 people found this helpful.
Edward J. Barton
4.0 out of 5 starsWill Help You Answer the Questions - Why & How
14 March 2009 - Published on Amazon.com
Format: Hardcover|Verified Purchase
4 people found this helpful.
William Jenkins
1.0 out of 5 starsRepetitive and Not Particularly Ground-Breaking
5 July 2017 - Published on Amazon.com
Format: Hardcover|Verified Purchase
2 people found this helpful.
Robert S. Becker
5.0 out of 5 starsSolid, heady stuff
21 March 2006 - Published on Amazon.com
Format: Hardcover|Verified Purchase
5 people found this helpful.

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