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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.

This ground breaking "how to" book is 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. The author covers both theory and practical application of Lean Servicing™, Six Sigma DMAIC and Six Sigma DFSS concepts and methods that can be used effectively in service organizations to achieve reduced costs and a new level of service excellence.

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IntroductionOverview of Six SigmaOverview of Lean ManufacturingSix Sigma Compared to TQM and Baldrige Quality ApproachesCommon Six Sigma TermsA Historical PerspectiveQuality Hall of FameOrganizational Success FactorsLeadership MattersSix Sigma as a Strategic InitiativeInternal Communication Strategy & TacticsFormally Launching Six SigmaOrganization StructureSix Sigma Training PlanProject SelectionAssessing Organizational ReadinessCommon PitfallsManaging Organizational ChangeWork as a ProcessOverviewVertical Functions and Horizontal ProcessesVoice of the Customer ImportanceIdentify the CustomerCollect VOC DataCritical-to-Quality (CTQ) Customer RequirementsFinal Note Project ManagementProject Management ChallengesProject CultureProject Management ProcessesTeam TypingTeam Stages-Understanding Team DynamicsCharacteristics of Effective TeamsSummaryDefine PhaseIntroduction to the DMAIC PhasesDefine Phase OverviewProject CharterVoice of the CustomerHigh-Level Process mapProject TeamCase Study: Define PhaseMeasure PhaseOverviewIntroduction to Statistical MethodsData Collection PlanChoosing Statistical SoftwareMeasure ToolsSix Sigma MeasurementsCost of Poor QualityProbability DistributionsTechnical Zone: Measurement System AnalysisTechnical Zone: Process CapabilityAnalyze PhaseOverviewProcess AnalysisHypothesis TestingStatistical Tests and TablesTools for Analyzing Relationships among VariablesTechnical Zone: Survival AnalysisSummaryImprove PhaseOverviewProcess RedesignGenerating Improvement AlternativesTechnical Zone: Design of ExperimentsPilot ExperimentsCost/Benefit AnalysisImplementation PlanSummaryCard One Case Study Improve Phase ResultsControl PhaseOverviewControl PlanProcess ScorecardFailure Mode and Effects AnalysisSPC ChartsFinal Project Report and DocumentationDesign for Six SigmaOverviewDFSS ToolsIntroduction to Lean ServicingTMLean Production OverviewLean HistoryLean Servicing™ Case Study IntroductionLean Servicing™ ConceptsCase Study ContinuedAppendicesDeming's 14 Points for Management Statistical Tables Used for Six SigmaTRIZ-Abbreviated Version of the 40 Principles for Inventive Problem Solving

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