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Six Sigma for Transactions and Service delivers a comprehensive roadmap to optimize customer-related business functions. Featuring how-to's for making systems such as customer billing, order processing, and call center management more cost-effective and truly customer-centric, this reference provides the hands-on specifics required to create and implement self-sustaining -- even self-improving -- transactional and service strategies an practices.

Six Sigma for Transactions and Service provides:

• A clear blueprint to money-saving, efficiency-enhancing service delivery and transaction processing
• Service-Sector-specific Define, Measure, Analyze, Innovate, and Embed (DMAIE), and Define, Measure, Analyze, Design and Optimize (DMADO) methodologies
• Innovative service operations design strategies aligned with corporate strategies
• Guidance and expert tips from Six Sigma Master Black Belts and Black Belts
• Valuable forms and scorecard

ASSURE SIX SIGMA QUALITY IN SERVICE AND TRANSACTIONS:
Transactional Quality Benchmarks Service Operations, Corporations, and Industries * Service Performance Indicators * The Service Crisis * Transactional Six Sigma Define and Develop * Measures and Trends * Analyze and Innovate * Embed * Designing for Transactional Services Axioms of Service Design * Customer-Driven Transactional Processes * Designing Transactional Processes * Optimize the Service Design to Ensure a Robust Service Package * Transactional Business * Human Capital * Implementing TSS * Six Sigma in Transactional Processes

After achieving Six Sigma improvements in manufacturing and design comes an equally complex challenge: implementing Six Sigma in a business's transactional and service sectors.

Different tools, terminology, frameworks, and measurements will clearly be needed -- this is why leading Six Sigma and service operations experts prepared this detail-rich roadmap. Six Sigma for Transactions and Services provides the step-by-step guidance needed to transform these costly, crucial -- and far too often highly inefficient -- business processes.

This guide shows exactly how to design and optimize procedures and performance in areas traditionally resistant to both investigation and change. Readers will find the tools they need to:

• Develop quantitative assessments in hard-to-measure areas
• Apply process thinking in service context
• Apply new tools to find wasteful processes ripe for elimination
• Develop customer-driven transactional processes
• Build robustness into every aspect of the service package
• Optimize the company's transactional design
• Exceed customers expectations at reduced cost
• Document cost reductions, efficiency improvements, and customer satisfaction

Six Sigma for Transactions and Service offers exciting new opportunities to those looking to optimize every aspect of a bus

정보제공 :

Part I. Service Quality benchmarks
Chapter 1: Roles of Services and Transactions in Global and U.S. Economy (Services -- The Key to Future Competitive Advantage)
Chapter 2: Quality in Services and Transactions
Chapter 3: Service Performance Indicators (If It Is Important, It Must Be Measured)
Chapter 4: The Service Crisis
Part II. Transactional Six Sigma
Chapter 5: Introduction
Chapter 6: Define and Develop
Chapter 7: Measure and Trends
Chapter 8: Analyze and Innovate
Chapter 9: Embed
Part III. Designing for Transactional Services
Chapter 10. Axioms of Service Design
Chapter 11: Customer-Driven Transactional Processes
Chapter 12: Designing Transactional Services for Six Sigma
Chapter 13: Design and Optimize Service to Ensure Robust Service Package
Chapter 14: Implementing Six Sigma in Service Organizations
Chapter 15: Six Sigma in Services
Chapter 16: Six Sigma in Outsourcing
Chapter 17: Managing Human Capital
APPENDIX 
REFERENCES
INDEX

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