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Transactional Six SIGMA and Lean Servicing » (New Edition)

Book cover image of Transactional Six SIGMA and Lean Servicing by Betsi Harris Ehrlich

Authors: Betsi Harris Ehrlich
ISBN-13: 9781574443257, ISBN-10: 1574443259
Format: Hardcover
Publisher: Taylor & Francis, Inc.
Date Published: June 2002
Edition: New Edition

Author Biography: Betsi Harris Ehrlich

Book 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.

Booknews

Six Sigma and Lean Manufacturing concepts are applied to a transactional service-oriented environment, including the emerging e- commerce industry and Web-based businesses, using real-life case studies and examples to show how Six Sigma and Lean Servicing have been implemented to achieve documented results. Both theory and practical aspects of Lean Servicing concepts and Six Sigma DMAIC and DFSS methodologies are covered. Ehrlich has 20 years of experience as an industrial engineer in financial services and health care. Annotation c. Book News, Inc., Portland, OR (booknews.com)

Ch. 1	Introduction	1
1.1	Overview of Six Sigma	1
1.2	Overview of Lean Manufacturing	4
1.3	Six Sigma Compared to Total Quality Management and Baldrige Quality Approaches	6
1.4	Common Six Sigma Terms	8
1.5	A Historical Perspective	9
1.6	Quality Hall of Fame	14
Ch. 2	Organizational Success Factors	21
2.1	Leadership Matters	21
2.2	Six Sigma as a Strategic Initiative	22
2.3	Internal Communication Strategy and Tactics	23
2.4	Formally Launching Six Sigma	24
2.5	Organizational Structure	26
2.6	Six Sigma Training Plan	27
2.7	Project Selection	30
2.8	Assessing Organizational Readiness	32
2.9	Common Pitfalls	34
Ch. 3	Work as a Process	39
3.1	Overview	39
3.2	Vertical Functions and Horizontal Processes	40
Ch. 4	Voice of the Customer	43
4.1	Importance	43
4.2	Identify the Customer	44
4.3	Collect VOC Data	45
4.4	Critical-to-Quality (CTQ) Customer Requirements	48
4.5	Final Note	50
Ch. 5	Project Management	51
5.1	Project Management Challenges	51
5.2	Project Culture	51
5.3	Project Management Processes	53
5.4	Team Typing	56
5.5	Team Stages - Understanding Team Dynamics	57
5.6	Characteristics of Effective Teams	58
5.7	Summary	58
Ch. 6	Define Phase	61
6.1	Introduction to the DMAIC Phases	61
6.2	Define Phase Overview	62
6.3	Project Charter	63
6.4	Voice of the Customer	66
6.5	High-Level Process Map	66
6.6	Project Team	68
6.7	Case Study: Define Phase	69
Ch. 7	Measure Phase	75
7.1	Overview	75
7.2	Introduction to Statistical Methods	78
7.3	Data Collection Plan	93
7.4	Choosing Statistical Software	95
7.5	Measure Tools	98
7.6	Six Sigma Measurements	116
7.7	Cost of Poor Quality	119
7.8	Probability Distributions	122
7.9	Technical Zone: Measurement System Analysis	125
7.10	Technical Zone: Process Capability	126
Ch. 8	Analyze Phase	131
8.1	Overview	131
8.2	Process Analysis	132
8.3	Hypothesis Testing	135
8.4	Statistical Tests and Tables	137
8.5	Tools for Analyzing Relationships among Variables	145
8.6	Technical Zone: Survival Analysis	152
8.7	Summary	154
Ch. 9	Improve Phase	157
9.1	Overview	157
9.2	Process Redesign	157
9.3	Generating Improvement Alternatives	161
9.4	Technical Zone: Design of Experiments	162
9.5	Pilot Experiments	170
9.6	Cost/Benefit Analysis	173
9.7	Implementation Plan	173
9.8	Summary	174
9.9	Card One Case Study Improve Phase Results	174
Ch. 10	Control Phase	177
10.1	Overview	177
10.2	Control Plan	178
10.3	Process Scorecard	178
10.4	Failure Mode and Effects Analysis	178
10.5	SPC Charts	180
10.6	Final Project Report and Documentation	184
Ch. 11	Design for Six Sigma	187
11.1	Overview	187
11.2	DFSS Tools	188
Ch. 12	Introduction to Lean Servicing	195
12.1	Lean Production Overview	195
12.2	Lean History	195
12.3	Lean Servicing Case Study Introduction	197
12.4	Lean Servicing Concepts	200
12.5	Case Study Continued	204
App. A	Deming's 14 Points for Management	217
App. B	Statistical Tables Used for Six Sigma	219
App. C	TRIZ - Abbreviated Version of the 40 Principles for Inventive Problem Solving	251
	Index	261

Subjects

Business Books

Management & Leadership

Industry Profiles - Management
Business Books

Management & Leadership

Quality Control

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