Six SIGMA for Transactions and Service

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Dezember 2005



Many of the Six Sigma methods successfully used in manufacturing are now being utilised in the transactional and service sectorsHowever, business-specific issues such as customer billing, order processing, and call center management require a modified set of problem-solving and analytical tools. This resource addresses those differences and provides a roadmap for implementing "customer-centric" Six Sigma.


<H2>Part I. Service Quality benchmarks<H3>Chapter 1: Roles of Services and Transactions in Global and U.S. Economy (Services -- The Key to Future Competitive Advantage)<H3>Chapter 2: Quality in Services and Transactions<H3>Chapter 3: Service Performance Indicators (If It Is Important, It Must Be Measured)<H3>Chapter 4: The Service Crisis<H2>Part II. Transactional Six Sigma<H3>Chapter 5: Introduction<H3>Chapter 6: Define and Develop<H3>Chapter 7: Measure and Trends<H3>Chapter 8: Analyze and Innovate<H3>Chapter 9: Embed<H2>Part III. Designing for Transactional Services<H3>Chapter 10. Axioms of Service Design<H3>Chapter 11: Customer-Driven Transactional Processes<H3>Chapter 12: Designing Transactional Services for Six Sigma<H3>Chapter 13: Design and Optimize Service to Ensure Robust Service Package<H3>Chapter 14: Implementing Six Sigma in Service Organizations<H3>Chapter 15: Six Sigma in Services<H3>Chapter 16: Six Sigma in Outsourcing<H3>Chapter 17: Managing Human Capital<H4>APPENDIX <H4>REFERENCES<H4>INDEX


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EAN: 9780071443302
ISBN: 0071443304
Untertitel: 'Six SIGMA Operational Methods'. New. Sprache: Englisch.
Erscheinungsdatum: Dezember 2005
Seitenanzahl: 558 Seiten
Format: gebunden
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