Design for Six Sigma for Service (Six SIGMA Operational Methods)
EXTEND SIX SIGMA EXCELLENCE TO THE SERVICE SECTORFor Six Sigma professionals taking on the challenges of mapping quality procedures for service sectors, there's no better guide than quality expert Kai Yang'sDesign for Six Sigma for Service.This comprehensive handbook aggressively tackles the difficulties involved in applying rigorous Six Sigma statistical methods to service environments. It delivers solid, effective solutions that can help any organization achieve measurable gains in customer satisfaction, cost reduction, value improvement, change management, and process performance. Featuring detailed design guidance and valuable tips, this book provides the specifics quality managers need to create product value through improved service practices.Design for Six Sigma for Serviceprovides:Hardcore, working statistical tools for achieving peak performanceMoney-saving, efficiency-boosting service proceduresMeasurement, analytical, and problem-solving tools for any service-oriented venueDesign, implementation, embedding, and optimization strategiesDFSS in service organizations * Value analysis and enhancement * Lean operation and process analysis * Process design: deployment and management * Customer analysis * Service quality measures * Theory of inventive problem solving for service * Theory of constraints * Change management * Statistical methods in service DFSSBringing Six Sigma efficiency and performance improvements to service sectors raises new challenges for quality managers.This procedure-intensive operational handbook prepares quality professionals to tackle the mapping of Six Sigma methods to service environments. Kai Yang provides the exact tools needed to improve these costly, critical -- and frequently highly inefficient -- businesses and business sectors.Focused on procedures that can be put to work immediately in industries such as insurance, financial services, and healthcare, and in service departments, this volume demonstrates how to quickly ensure gains in key measures of quality improvement.Inside this book are the strategies needed for rapid upgrades in customer satisfaction, performance efficiency, cost reduction, and value improvement. Quality engineers will find all the guidelines and statistical tools they need to:Create effective performance measurements in hard-to-assess areasPinpoint functions in need of revisionRe-engineer processes for greater efficiency and value deliveryDiscover wasteful processes and delete them with surgical skillEliminate flaws in almost all service delivery designsWrite and orchestrate cost-cutting service delivery strategiesAdd value to preexisting routines without increasing expendituresDevelop and sell performance-optimization strategies in sectors resistant to changeOptimize customer satisfaction at reduced costAdd robustness to any service packageDocument cost paring, efficiency gains, and increased customer satisfactionDesign for Six Sigma for Serviceprovides hardcore optimization strategies for essential customer-contact business environments. For serious quality professionals determined to bring excellence to the most challenging organizational structures, this book is the perfect tool.