Six Sigma For Transactions And Service

Hardcover | January 7, 2005

byParveen Goel, Praveen Gupta

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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

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From the Publisher

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 differ...

From the Jacket

MAXIMIZE CUSTOMER-RELATED BUSINESS FUNCTIONS THROUGH SIX SIGMASix 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-centr...

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...
Format: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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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

APPENDIX

REFERENCES

INDEX