SIX SIGMA FOR TRANSACTIONS AND SERVICES GOEL P., GUPTA P. Księgarnia

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.

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554 pages

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