MAXIMIZE CUSTOMER-RELATED BUSINESS FUNCTIONS THROUGH
Six Sigma for Transactions and Service delivers a comprehensive roadmap to optimize
customer-related business functions. Featuring how-tos for making systems such as customer
billing, order processing, and call center management more cost-effective and truly
"customer-centric," this reference provides the hands-on specifics required to
create and implement self-sustaining even self-improving transactional and service
strategies and practices.
Six Sigma for Transactions and Service provides:
• A clear blueprint to money-saving, efficiency-enhancing service delivery and
transaction processing
• Service-Sector-Specific Define, Measure, Analyze, Innovate, and Embed (DMAIE), and
Define, Measure, Analyze, Design, and Optimize (DMADO) methodologies
• Innovative service operations design strategies aligned with corporate strategies
• Guidance and expert tips from Six Sigma Master Black Belts and Black Belts
•Valuable forms and scorecard
Assure Six Sigma Quality in Service and Transactions
Transactional Quality Benchmarks;
•Service Operations, Corporations, and Industries
•Service Performance Indicators
•The Service Crisis
Transactional Six Sigma:
• Define and Develop
• Measures and Trends
•Analyze and Innovate
• Embed
Designing for Transactional Services:
• Axioms of Service Design
• Customer-Driven Transactional Processes
• Designing Transactional Processes
• Optimize the Service Design to Ensure a Robust Service Package
•Transactional Business
• Human Capital
• Implementing TSS
• Six Sigma in Transactional Processes
After achieving Six Sigma improvements in manufacturing and design comes an equally
complex challenge: implementing Six Sigma in a business's transactional and service
sectors.
Different tools, terminology, frameworks, and measurements will clearly be needed
this is why leading Six Sigma and service operations experts prepared this
detail-rich roadmap. Six Sigma for Transactions and Service provides the step-by-step
guidance needed to transform these costly, crucial and far too often highly
inefficient business processes.
This guide shows exactly how to design and optimize procedures and performance in areas
traditionally resistant to both investigation and change. Readers will find the tools they
need to
• Develop quantitative assessments in hard-to-measure areas
• Apply new tools to find wasteful processes ripe for elimination
• Build robustness into every aspect of the service package
• Exceed customers expectations at reduced cost
• Document cost reductions, efficiency improvements, and customer satisfaction
Six Sigma for Transactions and Service offers exciting new opportunities to those
looking to optimize every aspect of a business. This guide is exactly the right tool for
building better performance into these critical customer-contact areas — which will
eventually translate into an improved bottom line, increased customer satisfaction, and
greater over-all efficiency.
About Authors
Parveen S. Goel is a pe, Six Sigma Black Belt, and Global Chief
Engineer of Six Sigma and Reliability Engineering for Steering and Suspension Systems
Engineering at TRW Automotive. His Global Team's responsibilities include Six Sigma,
Design for Six Sigma (DFSS), Engineering Policies, and Roadmaps. Parveen has a Ph.D. in
Industrial Engineering from Wayne State University in Detroit, Michigan. He lives in
Windsor, Ontario, Canada.
Praveen Gupta is the author of the best-selling Six Sigma book Six
Sigma Business Scorecard: Creating a Comprehensive Corporate Performance Measurement
System, and The Six Sigma Performance Handbook. Praveen participated in the development of
Six Sigma at Motorola in mid-eighties. He has taught Six Sigma at Motorola University for
more than a decade. Praveen is Six Sigma Master Black Belt and an ASQ Fellow. Praveen
consults in the area of corporate performance improvement and innovation. He lives in
Lisle, Illinois.
RajeeV Jain provides leadership in operational effectiveness and
shareholder value improvement utilizing Six Sigma methodologies. He directs efforts in
corporate development and international strategy for Hewitt Associates, a global human
resources outsourcing and consulting firm. Instrumental in developing the organizational
design and providing intellectual leadership for many performance enhancement initiatives
at Hewitt, Mr. Jain is also a CPA (International), an MBA with specialization in strategy,
and a Fellow of the Chartered Institute of Management Accountants and the Chartered
Association of Certified Accountants. He lives in Hinsdale, Illinois.
Rajesh K. TyaCji is a visiting assistant professor at College of
Commerce, DePaul University and adjunct assistant professor at Kellogg School of
Management, Northwestern University. He teaches service operations management, operations
management, and quality management and decision making for managers. Rajesh received his
Ph.D. in Engineering from University of Ottawa, Canada, and his MBA from the Kellogg
School of Management, Northwestern University. He lives in Evanston, Illinois.
Hardback
554 pages