Bring the miracle of Lean Six Sigma improvement out of manufacturing and into services
Much of the U.S. economy is now based on services rather than manufacturing. Yet the
majority of books on Six Sigma and Lean--today's major quality improvement
initiatives--explain only how to implement these techniques in a manufacturing
environment.
Lean Six Sigma for Services fills the need for a service-based approach, explaining how
companies of all types can cost-effectively translate manufacturing-oriented Lean Six
Sigma tools into the service delivery process.
Filled with case studies detailing dramatic service improvements in organizations from
Lockheed Martin to Stanford University Hospital, this bottom-line book provides executives
and managers with the knowledge they need to:
Reduce service costs by 30 to 60 percent
Improve service delivery time by 50 percent
Expand capacity by 20 percent without adding staff
Michael L. George is founder and President of The George Group, the
largest Lean Six Sigma consulting practice in the United States. He wrote the successful
and influential Lean Six Sigma, also published by McGraw-Hill.
"How do I apply Lean Six Sigma in my service organization?"
This is a question many executives and managers are asking. With all the emphasis on using
Lean Six Sigma in manufacturing environments, the need for a clear methodology for
implementing these major quality improvement initiatives in service functions has been
mainly overlooked--until now.
Lean Six Sigma for Service provides a service-based approach, explaining how companies of
all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into
the service delivery process. Six Sigma expert Michael George reveals how easy it is to
apply relatively simple statistical and Lean tools that will reduce costs and achieve
greater speed in service processes.
It's no secret that service functions have a harder time applying Lean and Six Sigma
principles. The manufacturing roots of these initiatives have made it unclear how to apply
these tools to services; this book effortlessly makes that translation. Here, for the
first time, you'll read about how classic Lean tools such as "Pull systems" and
"setup reduction" are being used in procurement, call centers, surgical suites,
government offices, R&D, and much more. You'll see why services are full of waste--and
ripe for the benefits of Lean Six Sigma.
This book provides real-world examples from situations where the critical determinants of
quality and speed are the flow of information and the interaction between people. The
numerous case studies demonstrate how Lean Six Sigma can be used in service organizations
just as effectively as in manufacturing--and with even faster results. You'll discover how
to:
Integrate Lean and Six Sigma and apply them side by side
Become a customer-centered organization
Gain control over process complexity
Improve response time on signature services
Apply value-based management to project selection
Clean up your workspace
Develop supplier relationships
Hardback
300 pages
