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Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions

By: Michael L. George
Binding: Hardcover
Publisher: McGraw-Hill Professional
ISBN: 0071418210
ISBN-13: 9780071418218
Released: 01 Jul 2003
RRP: £19.99
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Customer Reviews

Good overview of implementing lean sigma in services - By: Mr. Ross Maynard, 24 Feb 2007
Lean Six Sigma for Service provides an overview of how to implement lean & six sigma projects in service organisations. The book is clearly written & includes loads of case studies & covers issues such as the challlenges faced in implementation; setting up the project; how your project teams should work; the importance of leadership commitment; & so on. It gives a high level overview of the challlenges & requirements for success. For a book with "six sigma" in the title there is very little statistical detail. This makes is suitable for the novice, though a weakness for me is the lack detail of the tools & how to use them. You will need other books for that. Interestingly, most of the case studies emphasise the importance of using lean tools when getting started. Most of the successes seem to stem from process mapping, establishing flow, cutting down on WIP etc. There are few sigma based case studies. I guess that shows the importance of using lean to understand your processes, get them under control & standardise them, before you can use sigma processes to cut variation. Overalll a good book. A little over long perhaps but excellent on the project management of lean & sigma.