McGraw-Hill - Lean Six Sigma for
Service.
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Lean
Six Sigma for Service: How to Use Lean Speed and Six Sigma
Quality to Improve Services and Transactions
by Michael L. George
ISBN: 0-07-141821-0, 300
Pages, June 2003



This is a question many executives and
managers are asking. With all the emphasis on using
Lean Six Sigma in manufacturing
environ-ments, the need for a clear methodology for
imple-menting these major quality improvement initiatives in
service functions has been mainly overlooked--until now.
Lean Six Sigma for Service provides a
service-based approach, explaining how companies of all types
can cost-effectively translate manu-facturing-oriented
Lean Six Sigma tools into the service
delivery process.



Six Sigma expert Michael
George reveals how easy it is to apply relatively
simple statistical and Lean tools that will reduce costs and
achieve greater speed in service processes.



It's no secret that service functions have a
harder time applying Lean and Six Sigma
principles. The manufacturing roots of these initiatives have
made it unclear how to apply these tools to services; this
book effortlessly makes that translation. Here, for the first
time, you'll read about how classic Lean tools such as "
Pull systems" and "setup
reduction" are being used in procurement, call centers,
surgical suites, government offices,
R&D, and much more. You'll see why
services are full of waste--and ripe for the benefits of
Lean Six Sigma


This
book provides real-world examples from situations where the
critical determinants of quality and speed are the flow of
information and the interaction between people. The numerous
case studies demonstrate how Lean Six
Sigma can be used in service organizations just as
effectively as in manufacturing - and with even faster
results.





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