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You are here > Home > Reading Lists > Quality Improvement > Design for Six Sigma for Service Design for Six Sigma for
Service Hardcover: 512 pages
The primary objective of this new book is to provide a
comprehensive reference for those who work in a service setting,
such as health care. This book addresses the 5 leading issues in the
service industry: customer satisfaction, cost reduction, value improvement, change management, and process performance measurements. For Six Sigma professionals taking on the challenges of mapping
quality procedures for service sectors, there's no better guide than
quality expert Kai Yang's Design for Six Sigma for Service.
This comprehensive handbook aggressively tackles the difficulties
involved in applying rigorous Six Sigma statistical methods to
service environments. It delivers solid, effective solutions that
can help any organization achieve measurable gains in customer
satisfaction, cost reduction, value improvement, change management,
and process performance. Featuring detailed design guidance and
valuable tips, this book provides the specifics quality managers
need to create product value through improved service practices.
Design for Six Sigma for Service provides: Hardcore, working statistical tools for achieving peak
performance Money-saving, efficiency-boosting service procedures Measurement, analytical, and problem-solving tools for any
service-oriented venue Design, implementation, embedding, and optimization
strategies DFSS in service organizations Value analysis and enhancement Lean operation and process analysis Process design: deployment and management Customer analysis Service quality measures Theory of inventive problem solving for service Theory of constraints Change management Statistical methods in service DFSS This procedure-intensive operational handbook prepares quality
professionals to tackle the mapping of Six Sigma methods to service
environments. Kai Yang provides the exact tools needed to improve
these costly, critical - and frequently highly inefficient -
businesses and business sectors. Focused on procedures that can be
put to work immediately in industries such as insurance, financial
services, and healthcare, and in service departments, this volume
demonstrates how to quickly ensure gains in key measures of quality
improvement. Inside this book are the strategies needed for rapid upgrades in
customer satisfaction, performance efficiency, cost reduction, and
value improvement. Quality engineers will find all the guidelines
and statistical tools they need to: Create effective performance measurements in hard-to-assess
areas Pinpoint functions in need of revision Re-engineer processes for greater efficiency and value
delivery Discover wasteful processes and delete them with surgical
skill Eliminate flaws in almost all service delivery designs Write and orchestrate cost-cutting service delivery
strategies Add value to preexisting routines without increasing
expenditures Develop and sell performance-optimization strategies in
sectors resistant to change Optimize customer satisfaction at reduced cost Add robustness to any service package Document cost paring, efficiency gains, and increased
customer satisfaction Design for Six Sigma for Service provides hardcore
optimization strategies for essential customer-contact business
environments. For serious quality professionals determined to bring
excellence to the most challenging organizational structures, this
book is the perfect tool. Kai Yang, Ph.D., has wide experience in quality and reliability
engineering. The Executive Director of Enterprise Excellence
Institute, a renowned quality engineering organization based in West
Bloomfield, Michigan, he is co-author of the influential Design for
Six Sigma: A Roadmap for Product Development. He is also Professor
of Industrial and Manufacturing Engineering at Wayne State
University, Detroit. The American Society
for Quality (ASQ), headquartered in Milwaukee, Wisconsin, USA, is
the world’s leading authority on quality since 1946. The
104,000-member professional association creates better workplaces
and communities worldwide by advancing learning, quality
improvement, and knowledge exchange to improve business results. By
making quality a global priority, an organizational imperative, and
a personal ethic, ASQ becomes the community for everyone who seeks
technology, concepts, or tools to improve themselves and their
world. (information from the publisher) You may also be
interested in / The
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