Lean Six Sigma in Service Applications and Case Studies 1st edition by Sandra Furterer – Ebook PDF Instant Download/Delivery: 1420078887, 978-1420078886
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Product details:
ISBN 10: 1420078887
ISBN 13: 978-1420078886
Author: Sandra Furterer
In real life, data is messy and doesn’t always fit into normal statistical distributions. This is especially true in service industries where the variables are, well, variable and directly related to and measured by the constantly changing needs of customers. As the breadth and depth of tools available has increased across the integrated Lean Six Sigma landscape, their integrated application has become more complex. Filled with case studies using real-world data, Lean Six Sigma in Service: Applications and Case Studies demonstrates how to integrate a suite of tools to make sense of an unstructured problem and focus on what is critical to customers.
Using a clean, clear writing style that is not overly technical, the author describes the Six Sigma DMAIC (Define-Measure-Analyze-Improve-Control) and Design for Six Sigma IDDOV (Identify-Define-Design-Optimize-Validate) problem solving approaches and how they can be applied to service and transaction-related processes. The case studies illustrate the application of Lean Six Sigma tools to a wide variety of processes and problems including, but not limited to financial process improvement, designing a recruiting process, managing a college’s assets, and improving educational processes. Examples of tools include Pareto analysis, cause and effect analysis, failure mode and effects analysis, statistical process control, SIPOC, process flow charts, project management tools, cost of quality analysis, and Lean tools, such as 5S, 8 wastes, and the 5 whys.
Ultimately, the Lean Six Sigma team must show improvement against the metrics that assess customer satisfaction. This book includes strategies for integrating Lean Six Sigma tools into measurable improvement processes and eliminating the root causes of problems. With its inclusion of case studies and an alternative approach to the material, the book provides an instant understanding of how others have successfully applied Lean Six Sigma tools. This understanding then translates into processes that can be applied to any service organization.
Lean Six Sigma in Service Applications and Case Studies 1st Table of contents:
Contributors
1 Instructional Strategies for Using This Book
2 Lean Six Sigma Roadmap Overview
3 Design for Six Sigma Roadmap Overview
4. Sunshine High School Discipline Process Improvement—A Lean Six Sigma Case Study
5 Financial Services
6 Industrial Distribution and Logistics (IDIS)
7 CECS Inventory and
8 High School Advanced Placement Open
9 Project Charter Review
10 Assessing Lean Six Sigma Project Success—A Case Study Applying a Lean Six Sigma Post Project Assessment Strategy
11 The Future and Challenge of Lean Six Sigma
Appendix A: Financial Process Flows
Appendix B: Cost Benefit Analysis
Index
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