Lean six sigma service excellence
Subtitle: a guide to green belt certification and bottom line improvement
By: by Gerald M. Taylor.
Publisher: J. Ross Pub.
Published: 2008
Place of publication: Ft. Lauderdale, FL
Language: eng
Number of pages: 312
ISBN-13: 9781604270068
Subjects: Service industries -- Management; Six sigma (Quality control standard); Service industries -- Quality control; Production management
Notes: Includes bibliographical references and index.
Table of contents: title: The quest for productivity; title: It's the process!; title: The voice of the customer; title: Analyzing performance variation; title: The basic six sigma tool kit; title: Performance metrics and dashboards; title: The six sigma project team; title: Six sigma soft skills: working with and through others; title: Management by fact : the dmaic approach to performance improvement; title: Deploying your performance excellence system; title: The fundamentals of lean thinking for service excellence.