Six Sigma for transactions and service. / Parveen S. Goel ... [et al.].
Material type:
TextSeries: Six sigma operational methods seriesPublication details: New York : McGraw-Hill, c2005.Description: xviii, 555 p. : ill. ; 24 cmISBN: - 0071443304
- TS156.8.T73
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| TS156.8.T732 Six Sigma for transactions and service. / | TS156.8.T733 Six Sigma for transactions and service. / | TS156.8.T734 Six Sigma for transactions and service. / | TS156.8.T735 Six Sigma for transactions and service. / | TS156.8.T736 Six Sigma for transactions and service. / | TS156.8.T737 Six Sigma for transactions and service. / | TS176.W14 MRP II : Making it happen : the implementers' guide to success with manufacturing resource planning. / |
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.
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