Lean Six Sigma for the office : integrating customer experience for enhanced productivity

Lean Six Sigma for the office integrating customer experience for enhanced productivity

Historically, the integration of manufacturing methodologies into the office environment has proven to be problematic. Part of the difficulty lies in the fact that process workflows tend to be globally dispersed and thus rely heavily on information technology. But in complex service systems that con...

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Detalles Bibliográficos
Otros Autores: Martin, James W. 1952- author (author)
Formato: Libro electrónico
Idioma:Inglés
Publicado: New York : Productivity Press 2021.
Edición:Second edition
Materias:
Total quality management.
Six sigma (Quality control standard)
Office management.
Service industries > Quality control.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009638314706719
Tabla de Contenidos:
  • Contents
  • Introduction xiii
  • About the Author xxvii
  • STEP... 1 Align Improvement Opportunities
  • Chapter 1 Strategy Alignment 3
  • Chapter 2 Project Identification 51
  • Chapter 3 Lean Six Sigma Basics ..... 83
  • STEP 2 Plan and Conduct the Rapid Improvement Event
  • Chapter 4 Rapid Improvement Events ...135
  • Chapter 5 Data Collection and Analysis ...167 - Chapter 6 Process Improvement .... 225
  • STEP 3 Implementing Solutions
  • Chapter 7 Building a Case for Change ... 259
  • Chapter 8 Implementing Solutions ... 277
  • Chapter 9 Organizational Change ... 303
  • Index .. 339

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