Lean Six Sigma Service Excellence: A Guide to Green Belt Certification and Bottom Line ImprovementOver the past couple of decades, growth in the number of new service and not-for-profit organizations has out-paced manufacturing in the global economy. Six Sigma and Lean, two of the most successful initiatives for improving quality and productivity rooted in the manufacturing sector, are now needed by organizations in the non-manufacturing sectors of the economy. With the ever-growing demands of customers, ensuring quality and productivity in service organizations as a distinctive core competence is becoming essential to achieving a competitive advantage and maintaining customer loyalty for long-term survival. Current books on Lean Six Sigma for service or transactional organizations either require a significant technical background, or are rather conceptual in nature and lack the detail of the tools, how to use them, and the practical skill-building exercises needed to give readers the ability to actually implement Lean Six Sigma in their organizations. This book fills the void. Written for the typical business professional, Lean Six Sigma Service Excellence effectively translates the concepts of Lean Six Sigma from a manufacturing environment to a service delivery environment. It is a user friendly guide to successfully implementing Lean Six Sigma practices in non-manufacturing organizations. It is also an inexpensive path to Green Belt certification. Mr. Taylor provides an overview of the Lean Six Sigma concepts and step-by-step examples of how to apply each of the relevant tools in practical situations. Next, readers will work through several problems to exercise their new found understanding. This learning approach of application and exercise should be of particular interest to those interested in, but unable to afford the large expense of most Lean Six Sigma training courses. Dedicated to executives and managers of service and transactional organizations, Lean Six Sigma Service Excellence emphasizes how productivity can be used as a distinctive competence for achieving and maintaining competitive advantage in non-manufacturing environments. |
Contents
| 1 | |
Its the Process | 15 |
The Voice of the Customer | 35 |
Analyzing Performance Variation | 51 |
The Basic Six Sigma Tool Kit | 63 |
Performance Metrics and Dashboards Building Your Performance Measurement System | 131 |
The Six Sigma Project Team | 145 |
Six Sigma Soft Skills Working With and Through Others | 155 |
The Fundamentals of Lean Thinking for Service Excellence Doing More with Less | 205 |
Lean Six Sigma Service Excellence A Road Map to Green Belt Certification | 219 |
Glossary | 223 |
References | 233 |
Chapter 4 Exercise Answers | 235 |
Chapter 5 Exercise Answers | 239 |
Additional Lean Six Sigma Tools and Methods | 249 |
| 279 | |
Management by Fact The DMAIC Approach to Performance Improvement | 171 |
Deploying Your Performance Excellence System | 195 |
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Common terms and phrases
analyze assessment Baldrige calculation call center chapter common cause variation companyLs continuous data Control Chart control limits correlation create customer loyalty customer requirements customer service cycle data collection Data Sheet decision defined Determine Discrete data DMAIC effective employees error evaluate example flowchart focus groups green belt Groupthink histogram impact inputs Lean thinking manage by fact ment method metric np chart number of defects number of subgroups operational performance organization output Pareto analysis Pareto chart PDCA performance excellence system performance variation Plot process design process performance range chart regression rework root cause analysis Run Chart sample scatter diagram Select QI Macros service delivery service excellence service orders shift rule Sigma project team SIPOC Six Sigma professional Six Sigma project solution special cause variation speed of answer spreadsheet statistical Table team leader team members total number value stream mapping variable X,S chart XmR chart