Series statement from jacket.

Includes bibliographical references and index.

Contents: Quality benchmarks: Roles of services and transactions in global and U.S. economy -- Quality in services and transactions -- Service performance indicators -- The Service crisis -- Transactional six sigma: Introduction -- Define and develop -- Measure and trends -- Analyze and innovate -- Embed -- Designing for service: Axioms of service design -- Customer driven transactional processes -- Designing transactional services for sixma -- Design and optimize service to ensure a robust service package -- Implementing six sigma in service organizations -- Six sigma in services -- Six sigma in outsourcing -- Managing the human capital.