Six Sigma For Transactions And Service by Parveen S. GoelSix Sigma For Transactions And Service by Parveen S. Goel

Six Sigma For Transactions And Service

byParveen S. Goel, Praveen Gupta

Hardcover | January 7, 2005

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Many of the Six Sigma methods successfully used in manufacturing are now being utilized 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 impelementing "customer-centric" Six Sigma.

Contents: Transactional Quality Benchmarks: Service Operations, Corporations and Industries * ServicePerformance Indicators * The Service Crisis * TransactionalSix Sigma: Define and Develop, Measure and Trends,Analyze and Improve, Embed * Designing for TransactionalServices: Actions of Service Design * Customer DrivenTransactional Processes * Designing TransactionalProcesses * Optimize the Service Design to Ensure aRobust Service Package * Transactional Business *Human Capital * Implementing TSS, Six Sigma inTransactional Processes

Parveen S. Goel is a PE, Six Sigma Black Belt, and Global Chief Engineer of Six Sigma & 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 Engin...
Title:Six Sigma For Transactions And ServiceFormat:HardcoverDimensions:558 pages, 9.3 × 6.4 × 1.83 inPublished:January 7, 2005Publisher:McGraw-Hill EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0071443304

ISBN - 13:9780071443302

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Rated 1 out of 5 by from Fails to get traction on the subject A highly theoretical treatment. Verbose, uninteresting. Fails to get traction on the subject. Not practical for swamp drainers. The only thing that got enlightened was my wallet.
Date published: 2006-03-23

Table of Contents

Part I. Service Quality benchmarks

Chapter 1: Roles of Services and Transactions in Global and U.S. Economy (Services -- The Key to Future Competitive Advantage)

Chapter 2: Quality in Services and Transactions

Chapter 3: Service Performance Indicators (If It Is Important, It Must Be Measured)

Chapter 4: The Service Crisis

Part II. Transactional Six Sigma

Chapter 5: Introduction

Chapter 6: Define and Develop

Chapter 7: Measure and Trends

Chapter 8: Analyze and Innovate

Chapter 9: Embed

Part III. Designing for Transactional Services

Chapter 10. Axioms of Service Design

Chapter 11: Customer-Driven Transactional Processes

Chapter 12: Designing Transactional Services for Six Sigma

Chapter 13: Design and Optimize Service to Ensure Robust Service Package

Chapter 14: Implementing Six Sigma in Service Organizations

Chapter 15: Six Sigma in Services

Chapter 16: Six Sigma in Outsourcing

Chapter 17: Managing Human Capital