Six SIgma for Transactions and Service

Description:

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.

 

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