Goel, Parveen S.,
Six Sigma for transactions and service. / Parveen S. Goel ... [et al.]. - New York : McGraw-Hill, c2005. - xviii, 555 p. : ill. ; 24 cm. - Six sigma operational methods series. .
Series statement from jacket.
Includes bibliographical references and index.
Contents: Quality benchmarks: Roles of services and transactions in global and U.S. economy -- Quality in services and transactions -- Service performance indicators -- The Service crisis -- Transactional six sigma: Introduction -- Define and develop -- Measure and trends -- Analyze and innovate -- Embed -- Designing for service: Axioms of service design -- Customer driven transactional processes -- Designing transactional services for sixma -- Design and optimize service to ensure a robust service package -- Implementing six sigma in service organizations -- Six sigma in services -- Six sigma in outsourcing -- Managing the human capital.
0071443304
Process control.
Six sigma (Quality control standard)
TS156.8.T73 /
Six Sigma for transactions and service. / Parveen S. Goel ... [et al.]. - New York : McGraw-Hill, c2005. - xviii, 555 p. : ill. ; 24 cm. - Six sigma operational methods series. .
Series statement from jacket.
Includes bibliographical references and index.
Contents: Quality benchmarks: Roles of services and transactions in global and U.S. economy -- Quality in services and transactions -- Service performance indicators -- The Service crisis -- Transactional six sigma: Introduction -- Define and develop -- Measure and trends -- Analyze and innovate -- Embed -- Designing for service: Axioms of service design -- Customer driven transactional processes -- Designing transactional services for sixma -- Design and optimize service to ensure a robust service package -- Implementing six sigma in service organizations -- Six sigma in services -- Six sigma in outsourcing -- Managing the human capital.
0071443304
Process control.
Six sigma (Quality control standard)
TS156.8.T73 /