Six SIgma for Transactions and Service (MECHANICAL ENGINEERING) - Hardcover

Goel, Parveen S.; Gupta, Praveen

Hardcover

ISBN 10: 0071443304 ISBN 13: 9780071443302

Publisher: McGraw Hill, 2005

Synopsis

Many of the Six Sigma methods successfully used in manufacturing are now being utilised in the transactional and service sectors

However, 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.

About this title

From the Publisher:

Project Definition and Scoping, Process Mapping, C&E Matrix, FMEA and Control Plans

Methods for gathering enough data to document and measure success

Assist Black Belts and their teams to get the most out of the analytical DMAIC tools

Data mining sufficiently to get the most out of the data

From the Back Cover:

MAXIMIZE CUSTOMER-RELATED BUSINESS FUNCTIONS THROUGH SIX SIGMA

Six Sigma for Transactions and Service delivers a comprehensive roadmap to optimize customer-related business functions. Featuring how-to's 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 an 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 Services 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 process thinking in service context
• Apply new tools to find wasteful processes ripe for elimination
• Develop customer-driven transactional processes
• Build robustness into every aspect of the service package
• Optimize the company's transactional design
• 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 this edition

• Publisher: McGraw Hill
• Publication date: 2005
• ISBN 10: 0071443304
• ISBN 13: 9780071443302
• Binding: Hardcover
• Number of pages: 558