Lean Six Sigma Service Excellence: A Guide to Green Belt Certification and Bottom Line Improvement | by Gerald Taylor | 2009 | ISBN: 9781604270068. THE SIX SIGMA ANALYTICAL TOOL KIT. QUALITY IMPROVEMENT PROGRAM. STRONG PERFORMANCE EXCELLENCE SYSTEM. Lean Thinking for Service Excellence
Lean Six Sigma Service Excellence: A Guide to Green Belt Certification and Bottom Line Improvement
by Gerald Taylor
2009 (313 pages)
ISBN:9781604270068
Including real-world examples and skill-building exercises, this user-friendly guide provides an overview of Lean Six Sigma concepts, principles and tools, and step-by-step guidance on how to apply each of the relevant tools to practical situations.
Get this Book by clicking below:
 |
Lean Six Sigma Service Excellence—A Guide to Green Belt Certification and Bottom Line Improvement
Preface
In Keeping
Chapter 1 – The Quest for Productivity
WHAT IS PRODUCTIVITY?
PRODUCTIVITY AND GLOBAL IMPLICATIONS: OUTSOURCING
QUALITY AND PRODUCTIVITY: A HISTORICAL PERSPECTIVE
THE COST OF POOR QUALITY
QUALITY IMPROVEMENT AND CORPORATE AMERICA
THE VALUE PROPOSITION OF QUALITY IMPROVEMENT
THE BENEFITS OF THE QUALITY MOVEMENT IN CORPORATE AMERICA
THE QUALITY MOVEMENT IN AMERICA HAS DELIVERED ON ITS PROMISE
THE FOUNDATION OF THE QUALITY MOVEMENT IN AMERICA
CONCLUSION
Chapter 2 – It’s the Process!
PAYING THE ULTIMATE PRICE FOR NOT BEING PROCESS PERFECT
IT’S THE PROCESS!
PROCESS VOCABULARY: A COMMON LANGUAGE
PROPERTIES OF A WELL-DESIGNED PROCESS MANAGEMENT SYSTEM
PROCESS DESIGN
CREATING CROSS-FUNCTIONAL ORGANIZATIONS
CONCLUSION
Chapter 3 – The Voice of the Customer
OVERVIEW
WHAT IS THE VOICE OF THE CUSTOMER?
WHY FOCUS ON CUSTOMER LOYALTY?
PROPERTIES OF A WELL-DESIGNED CUSTOMER LOYALTY MODEL
HOW TO ASSESS THE VOICE OF THE CUSTOMER
ASSESSING THE VOICE OF THE CUSTOMER: AN ANALYSIS OF CUSTOMER IMPORTANCE AND SATISFACTION
CONCLUSION
Chapter 4 – Analyzing Performance Variation
ANALYZING PERFORMANCE VARIATION
THE SCIENTIFIC BASIS FOR PERFORMANCE VARIATION
WHAT IS PERFORMANCE VARIATION?
ANALYZING BASELINE PERFORMANCE: THE RUN CHART
COMMON CAUSE AND SPECIAL CAUSE MANAGEMENT ACTIONS
CONCLUSION
Chapter 5 – The Basic Six Sigma Tool Kit
OVERVIEW
THE SIX SIGMA ANALYTICAL TOOL KIT
STATISTICAL PROCESS CONTROL FOR SERVICE EXCELLENCE
CONCLUSION
Chapter 6 – Performance Metrics and Dashboards—Building Your Performance Measurement System
OVERVIEW
THE VALUE STREAM
THE HIDDEN FACTORY
MEASURING SERVICE QUALITY
MEASURING SERVICE EFFICIENCY
MEASURING SERVICE PRODUCTION
MEASURING OPERATIONAL EFFECTIVENESS
MEASURING COST EFFECTIVENESS
CONCLUSION
Chapter 7 – The Six Sigma Project Team
TEAM ROLES AND RESPONSIBILITIES
HOW TO ESTABLISH A SIX SIGMA PROJECT TEAM
HOW TO SUPPORT SIX SIGMA PROJECT TEAMS
STAGES OF TEAM EVOLUTION
REMEDIES FOR THE PROBLEMS OF TEAM EVOLUTION
CONCLUSION
Chapter 8 – Six Sigma Soft Skills—Working with and through Others
OVERVIEW
SUCCESSFUL TEAM ATTRIBUTES
CONSENSUS BUILDING
GROUPTHINK
UNDERSTANDING AND MANAGING CHANGE
CONCLUSION
Chapter 9 – Management by Fact—The DMAIC Approach to Performance Improvement
FIRE FIGHTING
WHAT IS MANAGEMENT BY FACT?
WHAT IS SIX SIGMA?
WHAT SIX SIGMA IS NOT
KEY SIX SIGMA CONCEPTS
FROM ROOT CAUSE TO PERFORMANCE IMPROVEMENT: PDCA
THE DMAIC PROCESS: A STRUCTURED APPROACH TO IMPROVEMENT
SIX SIGMA PROJECT MANAGEMENT OVERVIEW
CONCLUSION
Chapter 10 – Deploying Your Performance Excellence System
OVERVIEW
ATTRIBUTES OF A STRONG PERFORMANCE EXCELLENCE SYSTEM
FOCUSING ON CORE OPERATING PROCESSES
INTEGRATING MEASUREMENTS
ELIMINATING NON-VALUE-ADDED TASKS
CONCLUSION
Chapter 11 – The Fundamentals of Lean Thinking for Service Excellence—Doing More with Less!
LEAN THINKING
WHAT IS LEAN?
VALUE: VALUE CREATION AND VALUE ADDED
MUDA: WASTE, WASTE, WASTE
VALUE STREAM MAPPING: ELIMINATING THE SIX SOURCES OF SERVICE MUDA
5S: GETTING YOUR SERVICE HOUSE IN ORDER
CONCLUSION
Chapter 12 – Lean Six Sigma Service Excellence—A Road Map to Green Belt Certification
OVERVIEW
LEAN SIX SIGMA SERVICE EXCELLENCE GREEN BELT CERTIFICATION PROGRAM
TOOLS
Glossary
References
Appendix A – Chapter 4 Exercise Answers
RUN CHART CONSTRUCTION EXERCISE
RUN CHART ANALYSIS EXERCISES
Appendix B – Chapter 5 Exercise Answers
HISTOGRAM EXERCISE
CAUSE AND EFFECT DIAGRAM EXERCISE
SCATTER DIAGRAM EXERCISE
PARETO ANALYSIS EXERCISE
CONTROL CHART SELECTION EXERCISES
CONTROL CHART ANALYSIS EXERCISE
Appendix C – Additional Lean Six Sigma Tools and Methods
CORRELATION AND REGRESSION ANALYSIS
FINANCIAL IMPACT ANALYSIS: NET PRESENT VALUE, RETURN ON INVESTMENT, AND PAYBACK PERIOD
DATA COLLECTION EFFORTS
NET PRESENT VALUE EXERCISE ANSWER
FINANCIAL IMPACT ANALYSIS EXERCISE ANSWER
For 1000+ more Business Books & Six Sigma Books, click below:
Related posts:
- Lean Six Sigma Secrets for the CIO | by William Bentley and Peter T. Davis | 2010 | ISBN: 9781439803790. Lean Six Sigma Business Case. ISO 9000. Total Quality Management. IT Governance Guidance. Lean Six Sigma Projects. IT Improvement Projects. Improving Personal Productivity
- Manager’s Guide to Operations Management | by John Kamauff | 2010 | ISBN: 9780071627993. How to Improve Production Processes. Product Design and Process Development. Six Sigma for Quality Improvement. Lean Production, Lean Thinking, Lean Principles. Sourcing, Procurement, Logistics, and Outsourcing.
- Supply Chain Management Books. End-to-End Lean Management: A Guide to Complete Supply Chain Improvement | by Robert J. Trent | ISBN: 9781932159929. Tools and Approaches for Continuous Lean Improvement. CREATING A LEAN SUPPLY NETWORK. WAYS TO ACHIEVE LEAN DISTRIBUTION.
- Total Organizational Excellence: Achieving World-Class Performance | by John S. Oakland | ISBN: 9780750652711. Performance Improvement Framework. Process Management and Improvement.
- The Improvement Guide: A Practical Approach to Enhancing Organizational Performance, Second Edition | by Gerald J. Langley et al. | 2009 | ISBN: 9780470192412. Improvement Tools and Methods.
- Risk Management in Finance: Six Sigma and Other Next Generation Techniques | by Anthony Tarantino and Deborah Cernauskas | 2009 | ISBN: 9780470413463. Total Quality Management Using Lean Six Sigma. Operational Risk Management Framework. OFF-BALANCE-SHEET RISKS. FINANCIAL LIABILITIES AND EQUITY RISKS.
- Healthcare Operations Management | by Daniel B. McLaughlin and Julie M. Hays | ISBN: 9781567932881. Healthcare Operational Excellence. Healthcare Performance Improvement Tools, Techniques, and Programs. Patient Appointment Scheduling Models
- Take Their Breath Away: How Imaginative Service Creates Devoted Customers | by Chip R. Bell and John R. Patterson | 2009 | ISBN: 9780470443507. Customer Service Excellence. Service Recovery Principles. From Service Strategy to Service Vision.
- Operations Management: Policy, Practice and Performance Improvement | by Steve Brown, Kate Blackmon, Paul Cousins and Harvey Maylor | ISBN: 9780750649957. MANUFACTURING AND SERVICE STRATEGIES. DESIGNING WORLD-CLASS OPERATIONS. How to Analyse Manufacturing Operations. How to Analyse Service Operations.
- How to Think Better with Reproductive Thinking. Use The Efficient Kaizen Thinking to Refine what is known and achieve incremental improvement.
- The Guide to the Universal Service Management Body of Knowledge: A Comprehensive Guide To Best Practices For Managing The Provision of Services | by Ian M. Clayton | ISBN: 9780981469102. USMBOK Reference. IT Service Management. Service Management System
- Six Sigma Distribution Modeling | by Andrew Sleeper | ISBN: 9780071482783. Statistics Distribution Techniques. Selecting Statistical Software Tools for Six Sigma Practitioners. Distribution Models and Simulation in Six Sigma Projects
- Lean Cost Management: Accounting For Lean By Establishing Flow | by James R. Huntzinger | ISBN: 9781932159516. Financial Management Books. Designing For the Lean Enterprise. COST AND MANAGERIAL ACCOUNTING. INVENTORY REDUCTION TECHNIQUES. How to Transform To Lean Cost Management
- Supplier Evaluation and Performance Excellence: A Guide to Meaningful Metrics and Successful Results | by Sherry Gordon | ISBN: 9781932159806. Vendor Management Books. SUPPLIER PERFORMANCE MANAGEMENT. SUPPLY MANAGEMENT SYSTEM. DEVELOPING EFFECTIVE PROCUREMENT STRATEGY. Technology for Supplier Evaluation.
- Manufacturing Management Books. The Kaizen Event Planner: Achieving Rapid Improvement in Office, Service, and Technical Environments | by Karen Martin and Mike Osterling | ISBN: 9781563273513. Event Leadership and Planning Tools. Identifying Waste and Performing Root Cause Analysis
- Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics | by Gary Cokins | 2009 | ISBN: 9780470449981. Performance Management Books. Performance Improvement Systems. Organizational Transformation.
- Power Quality in Power Systems and Electrical Machines | by Ewald Fuchs and Mohammad Masoum | ISBN: 9780123695369. Power Engineering Books. POWER QUALITY IMPROVEMENT TECHNIQUES. Transformers and Induction Machines. Unified Power Quality Conditioner (UPQC).
- Creating the Ultimate Lean Office: A Zero-Waste Environment with Process Automation | by Raymond S. Louis | ISBN: 9781563273711. Effective Administration Processes. The Thirteen Types of Office Waste. Automating Administration Processes. Seven Steps of Office Administration Automation
- Lean Production. Lean Manufacturing. Lean Consumption. Understanding Toyota Production System.
- Business NLP For Dummies | by Lynne Cooper | ISBN: 9780470697573. Neuro Linguistic Programming Books. Achieving Business Excellence with NLP. How To Reprogram the Mind for Success. How To Build Working Relationships That Work. Visual, Auditory, and Kinaesthetic Thinking
- The Essential Guide To Employee Engagement: Better Business Performance Through Staff Satisfaction | by Sarah Cook | ISBN: 9780749449445. Human Capital Management. Personnel Management. Employee Welfare Program.
- The Six Sigma Leader: How Top Executives Will Prevail in the 21st Century | by Peter Pande | ISBN: 9780071454087. Smart Leadership Principles. Leading with Facts and Data. Building Leadership Teamwork
- Relationship Marketing: Creating Stakeholder Value | by Martin Christopher, Adrian Payne and David Ballantyne | ISBN: 9780750648394. The Relationship Management Chain. Customer Segment Lifetime Value Analysis. How to Bring Marketing, Customer Service and Quality Together.
- How to Implement Lean Manufacturing | by Lonnie Wilson | 2010 | ISBN: 9780071625074. Toyota Production System. Make-to-Order Production Systems. Inventory Management Systems. Implementing Lean Strategies on the Production Line. Hoshin–Kanri Planning. Kanban Calculations.
- Quality Management Essentials. Key Concepts, Pros and Cons of Total Quality Management (TQM)
- Smart Green: How to Implement Sustainable Business Practices in Any Industry – and Make Money | by Jonathan Estes | 2009 | ISBN: 9780470387795. Business Strategy Books. Becoming a Smart Green Company. Smart Green Strategic Planning. Sustainability and Entrepreneurship.
- Program Management Books. Fundamentals of Effective Program Management: A Process Approach Based on the Global Standard | by Paul Sanghera | ISBN: 9781932159691. Program Management Controls. Program Integration Management
- E-Government in Asia: Enabling Public Service Innovation in the 21st Century | by James SL Yong | ISBN: 9789812610232. The e-Services Portal. Public Sector Reform with E-GOVERNMENT DEVELOPMENT MODELS. In Search of e-Government Excellence. MAJOR E-GOVERNMENT INITIATIVES
- The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres | by John P. Wilson | 2009 | ISBN: 9780749450885. Excellent Customer Service Training.
- Leaders Make the Future: Ten New Leadership Skills for an Uncertain World | by Bob Johansen | 2009 | ISBN: 9781605090023. Enduring Leadership Skills. A Leader with Strong Maker Instinct. Leaders with Great Clarity. A Leader with Strong Immersive Learning Ability
- Managing High Performance Healthcare: Using the Power of Relationships to Achieve Quality, Efficiency and Resilience | by Jody Hoffer Gittell | 2009 | ISBN: 9780071621762. Transforming Healthcare Industry. Building a High Performance Work System
- The Business-Oriented CIO: A Guide to Market-Driven Management | by George Tillmann | ISBN: 9780470278123. IT Strategy and Planning. IT Governance. IT Portfolio Management. Customer Management. Market Intelligence. Service-Offering Management. IT Performance Management
- The Green and Virtual Data Center | by Greg Schulz | 2009 | ISBN: 9781420086669. Energy-Efficient and Ecologically Friendly IT Data Center. Next-Generation Virtual Data Centers Checklists and Tips. IT Infrastructure Resource Management. Virtualization and Management Tool.
- Clean Money: Picking Winners in the Green-Tech Boom | by John Rubino | 2009 | ISBN: 9780470283561. Clean Energy Investment. Solar Energy Growth Prospects. Green Vehicles Technology. Green Building Technologies. Biofuel Energy Source
- The Art of Quantum Planning: Lessons from Quantum Physics for Breakthrough Strategy, Innovation, and Leadership | by Gerald Harris | 2009 | ISBN: 9781605092652. Strategic Planner Guide Book. Personal Growth Tips.
- Managing Web Service Quality: Measuring Outcomes and Effectiveness | by Khaled M. Khan (ed) | 2009 | ISBN: 9781605660424. Web Services Technology. WEB SERVICES MANAGEMENT FRAMEWORK. Web Services Infrastructure. Multimedia Delivery in a Services Oriented Architecture. Testability of Web Services
- Data Quality and Record Linkage Techniques | by Thomas N. Herzog, Fritz J. Scheuren and William E. Winkler | ISBN: 9780387695020. Specialized Data Quality Tools and Techniques. Data Analysis Techniques. Specialized Tools for Database Improvement. Checklist for Evaluating Record Linkage Software
- Building a Winning Sales Force: Powerful Strategies for Driving High Performance | by Andris A. Zoltners, Prabhakant Sinha and Sally E. Lorimer | 2009 | ISBN: 9780814410400. Sales Strategy Books. A Blueprint for Sales Force Excellence. Sales Effectiveness Drivers.
- Business Insights: Europe: A Practical Guide to Company Formation, Employment Law and Taxation Across The EU | by Adam Jolly (ed) | 2009 | ISBN: 9780749450816. The Challenge Of Marketing In The European Union. How to Develop A Strong European Distribution Strategy
- ASTD’s Ultimate Performance Management: Training to Transform Performance Reviews into Performance Partnerships | by Jeffrey Russell and Linda Russell | 2009 | ISBN: 9781607283508. Performance Planning and Development. Performance Coaching. The Great Performance Management Cycle
Comments
Learning Corner- Expert Online Tutoring that Increase Academic Achievement and Enhance Learning.
- Great Golf Vacation at Myrtle Beach Resort.
- American Residential Law Group (ARLG) - Expert Legal Representation on Mortgage Related Legal Affairs.
- The foundation for Customer-Centric Selling - Understanding the customer's business.
- Rediscover the enjoyment of greater sound detail and clarity with cochlear implant.
- Seven business programs that constitute The Best Practices Enterprise philosophy
- Professional Article Writing Service
- Entertaining and creative musical comedy extravaganza
- Durable and stylish mailbox for your home
- Two most useful Social Media Channels for extending the reach of E-mail Marketing Campaigns. Integrating Social Media with E-mail Marketing Campaigns.
Our Site
Welcome to KuTenk. Business Success Center. Life Success Center. Career Success Center.
Center for Enhancing your Professional Development and Personal Learning from KuTenk Success Center.
Business, Investment, Finance, Accounting, Economics, Sales, Marketing, Strategy, Management, Leadership, Motivation, Stock Trading, Small Business & Entrepreneurship, Real Estate, Business Skills, Self Development.
Our site is a DoFollow Blog. Comment & Backlink to us and you'll get Link back from us automatically. No Spamming or Irrelevant Comments please.
Subscribe to Our Blog via Email