Six Sigma in Transactional and Service Environments

Author: Hasan Akpolat

Publisher: Routledge

ISBN: 135189983X

Category: Business & Economics

Page: 184

View: 3380


In 1987, Motorola developed Six Sigma out of a need for improvement in their pager manufacturing processes. Since then, Six Sigma has been implemented by a number of manufacturing companies, predominantly in the USA. In the late 1990s, however, Six Sigma gained wider and international popularity due to successful implementation at General Electric. Six Sigma has now become one of the integral aspects of manufacturing, as well as non-manufacturing businesses worldwide. In recent years, many books have been published on Six Sigma, mainly on its application in manufacturing and product development. This book, by contrast, focuses specifically on the application of Six Sigma in service and transactional environments. The book comprises two parts. Part One provides the necessary knowledge for understanding the Six Sigma methodology and its underlying concepts. Part Two consists of practical examples of Six Sigma application to transactional and service environments which have been provided in the form of real world case studies written by internationally successful companies, to complement the reader's knowledge of Six Sigma and to increase comprehension of issues surrounding Six Sigma implementations. It has been written for newcomers as well as for experienced practitioners who are interested in improving processes in everyday business operations. The focus is on the implementation of the Six Sigma methodology rather than on the statistical tools and techniques. The aim of this book is to provide the reader with some practical and useful guidelines for Six Sigma deployment and its application to transactional and service processes.

Transactional Six Sigma and Lean Servicing

Leveraging Manufacturing Concepts to Achieve World-Class Service

Author: Betsi Harris Ehrlich

Publisher: CRC Press

ISBN: 9781420000337

Category: Business & Economics

Page: 296

View: 7262


Service industries have traditionally lagged manufacturing in adoption of quality management strategies and Six Sigma is no exception. While there are a growing number of books on applying the hot topics of Six Sigma and Lean Manufacturing concepts in a manufacturing environment, there has not been a mainstream book that applies these techniques in a service environment, until now. Transactional Six Sigma and Lean ServicingTM: Leveraging Manufacturing Concepts to Achieve World Class Service is a ground breaking "how-to" book that serves as a practical guide for implementing Six Sigma and Lean Manufacturing methods in a transactional service oriented environment. It uses real case studies and examples to show how Six Sigma and Lean ServicingTM techniques have been implemented and proven effective in achieving substantial documented results. Lean ServicingTM is the author's own term used to describe the application of Lean Manufacturing concepts to transactional and service processes. Liberal use of examples, graphics, and tables will assist you in grasping the difficult concepts. Transactional Six Sigma and Lean ServicingTM covers both theory and practical application of Lean ServicingTM, Six Sigma DMAIC and Six Sigma DFSS concepts and methods so you can implement them effectively in your service organization and achieve reduced costs and a new level of service excellence.

Lean Six Sigma Service Excellence

A Guide to Green Belt Certification and Bottom Line Improvement

Author: Gerald M. Taylor

Publisher: J. Ross Publishing

ISBN: 1604270063

Category: Business & Economics

Page: 312

View: 2188


Current books on Lean Six Sigma for service ortransactional organizations either require a significanttechnical background, or are rather conceptual in natureand lack the detail of the tools, how to use them, andthe practical skill-building exercises needed to givereaders the ability to actually implement Lean Six Sigmain their ......

Simulation-based Lean Six-Sigma and Design for Six-Sigma

Author: Basem El-Haik,Raid Al-Aomar

Publisher: John Wiley & Sons

ISBN: 0470047712

Category: Technology & Engineering

Page: 400

View: 5737


This is the first book to completely cover the whole body of knowledge of Six Sigma and Design for Six Sigma with Simulation Methods as outlined by the American Society for Quality. Both simulation and contemporary Six Sigma methods are explained in detail with practical examples that help understanding of the key features of the design methods. The systems approach to designing products and services as well as problem solving is integrated into the methods discussed.

The Growing Business Handbook

Inspiration & Advice from Successful Entrepreneurs & Fast-growing UK Companies

Author: Adam Jolly

Publisher: Kogan Page Limited


Category: Business & Economics

Page: 409

View: 1569


Praise and Reviews "Filled with articles from experts in the private sector providing advice to small- and medium-sized companies on techniques to expand their business." - Business & Finance UK "Takes a practical approach to all the issues encountered by today's fast-growing businesses. For those who already have achieved an established market position and want to build on their success." - Business & Finance Sco Aimed at senior managers in middle market and SME companies, The Growing Business Handbook represents a range of strategies for managing growth and fulfilling business potential. It aims to support and inspire budding entrepreneurs and to help successful businesses embark on the often-perilous course of second and third phase expansion and development. This authoritative book combines informed comment from professionals, such as KPMG and Royal SunAlliance, with the direct experience of those who have been through the growth process and who have met the challenge of learning to keep control of a rapidly growing enterprise. It focuses on issues such as funding, ownership structure, developing management capability, acquisition, innovation, and global expansion. Key content includes: building market share people and performance cash flow and working capital enterprise risks acquisitions and disposals finance and capital property and locations smarter organizations

World Class Applications of Six Sigma

Author: Jiju Antony,Ashok Kumar,Ricardo Bañuelas

Publisher: Routledge

ISBN: 0750664592

Category: Business & Economics

Page: 241

View: 9718


World Class Applications shows what real organisations have done to implement Six Sigma, the methodology used, and the results delivered. The book provides details of how these organisations overcame issues with the statistical tools of Six Sigma and provides valuable lessons by explaining what went wrong when implementation failed. Cases cover topics including: Six Sigma in HR; Implementing Six Sigma in the Dow Chemical company; Six Sigma in IT; and Six Sigma to improve reporting quality. *Demonstrates how Six Sigma has been applied through real-life case studies *Examples from well-known manufacturing and service companies around the world, including Motorolla and Dow Chemical *Estimates the financial savings made from implementing Six Sigma in each case study

Six SIgma for Transactions and Service

Author: Parveen S. Goel,Praveen Gupta

Publisher: Six SIGMA Operational Methods


Category: Business & Economics

Page: 555

View: 4655


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

TPSLean Six Sigma

Linking Human Capital to Lean Six Sigma A New Blueprint for Creating High Performance Companies

Author: Hubert K. Rampersad,Anwar ElHomsi

Publisher: IAP

ISBN: 1607526573

Category: Business & Economics

Page: 477

View: 1652


Ee have been deploying Lean Six Sigma in various large and medium size companies for many years and have realized excellent results in most instances. We found that while Lean Six Sigma does a great job addressing the primary concerns of manufacturing and service, we felt that there was something missing in the deployment of Lean Six Sigma programs at many companies. Something that could help foster sustainable breakthroughs; something to realize durable performance and sustainable quality enhancement based on a happy and engaged workforce, something to create a real learning organization in which people are working smarter, are committed and improve themselves continuously. We found that the results could be enhanced if the importance of Human Capital is considered as an integral part of the process. We learned that Lean Six Sigma, in itself, does not sufficiently address Human Capital at many companies. While expected results from Lean Six Sigma alone will be good, we believe that adding the human component to Lean Six Sigma has the potential to realize sustainable, longterm growth and produce a transformation into a lean, learning, prosperous organization. That’s why we are launching a revolutionary, holistic concept in this book called TPSLean Six Sigma. Combining these complimentary processes actively brings human involvement into Lean Six Sigma in a manner that not only stimulates commitment, integrity, worklife balance, and passion, enjoyment at work and employee engagement but also stimulates individual and team learning in order to develop a happy workforce and sustainable performance improvement and quality enhancement for the organization. TPSLean Six Sigma is a continuous voyage of discovery involving continuous personal and organizational improvement, development, and learning. The starting point in this concept is a journey to understand personal goals and ambitions of the workforce. Then we take the organizations goals and ambitions and marry them with the workforce, and find the best people for the job. Using our structured approach for aligning the personal scorecards with the organization’s scorecard, we are able to create a symbiotic relationship between employees and organizational desires through the establishment of Lean Six Sigma project teams that will enthusiastically drive positive results. TPSLean Six Sigma is like a ‘turbocharged’ Lean Six Sigma program. All of the proven, sound methodologies of traditional Lean Six Sigma are charged with highly motivated team members. The result is a powerful people driven Lean Six Sigma program called TPSLean Six Sigma that leads to a High Performance Culture and allows employees to realize their full potential and contribute creatively while the organization benefits from increased profitability, market share, and customer satisfaction. People are happiest when they are given freedom, challenges, and control over their lives. TPSLean Six Sigma also offers a systematic and integrated approach to the transformation of people in organizations, and to impact business strategy, culture, organizational effectiveness and the controllability of business processes. It entails a learning process, which transforms people into happy, inwardly involved, and committed employees. This will not only allow them to contribute exceptionally but will also persuade them to support, defend, and promote their organization. This approach lies at the heart of successful organizational and cultural change. After all, it is difficult to change the organization, but if we change ourselves, the organization will change with us. This unique TPSLean Six Sigma system is based on several new models, guidelines and tools that have been proven in practice. It integrates the individual’s aspirations with the shared ambition of the organization, balancing the personal with the shared ambition, embedding ethical behavior in the individual’s mind and links individual capabilities with an effective talent management process. TPSLean Six Sigma and the related new tools provide an excellent and innovative framework for creating sustainable breakthroughs in both the service and manufacturing industries. This new book emphasizes the introduction of a new blueprint, called TPSLean Six Sigma, for addressing the primary concerns of manufacturing and service in a more sustainable and humanized way. It leads to a High Performance Culture and allows employees to realize their full potential and contribute creatively while the organization benefits from increased profitability, market share, and customer satisfaction. By way of this book, Hubert Rampersad & Anwar ElHomsi are launching a revolutionary, holistic concept which actively has human capital embedded in Lean Six Sigma in a manner that not only stimulates commitment, integrity, worklife balance, passion, enjoyment at work and employee engagement but also stimulates individual and team learning in order to develop a motivated workforce and sustainable performance improvement and quality enhancement for the organization.

The Lean Six Sigma Guide to Doing More With Less

Cut Costs, Reduce Waste, and Lower Your Overhead

Author: Mark O. George

Publisher: John Wiley & Sons

ISBN: 9780470606568

Category: Business & Economics

Page: 352

View: 995


Praise for The Lean Six Sigma guide to Doing More with Less "At Frito Lay, we have applied many of the concepts and tools in this book, and we are realizing a five to seven times return on our annual Lean Six Sigma investment." —Tony Mattei, Lean Six Sigma Director, Frito Lay "Ecolab has experienced a sustainable, competitive advantage through Lean Six Sigma. The principles in this book are helping us drive greater value for our share-holders, better service for our customers, and talent development opportunities for our associates." —Jeffrey E. Burt, Vice President and Global Deployment Leader, Lean Six Sigma, Ecolab "This book gives excellent insights into Lean Six Sigma and its strong impact within different industries. We used Lean Six Sigma in numerous process improvement projects, which, in turn, helped to create momentum and set up a process improvement culture. Amid a challenging economic environment, we are accelerating this initiative globally." —Satheesh Mahadevan, Directeur des Processus, Société Générale "Our Lean Six Sigma deployment of the concepts and tools described in this book is transforming our business—with tangible benefits for our employees, customers, suppliers, and shareholders." —Jeffrey Herzfeld, Sr. Vice President and General Manager, Teva Pharmaceuticals USA "We have deployed the holistic Lean Six Sigma strategy described by Mark George across our enterprise. It is providing remarkable returns for Unum." —Bob Best, Chief Operating Officer, Unum "The Lean Six Sigma Guide to Doing More with Less presents a comprehensive view of operations transformation, the approaches required for success, leadership's role, and the competitive advantage that results. Transformational changes are enabling us to do more with less, by investing and working smarter." —Ted Doheny, President and COO, Joy Mining Machinery

Service Design for Six Sigma

A Roadmap for Excellence

Author: Basem El-Haik,David M. Roy

Publisher: John Wiley & Sons

ISBN: 0471744700

Category: Technology & Engineering

Page: 300

View: 336


A roadmap to consistent, high-quality service for anyorganization A service is typically something created to serve a payingcustomer, whether internal or external. Some services consist ofseveral processes linked together while others consist of a singleprocess. This book introduces Design for Six Sigma (DFSS), aneasy-to-master, yet highly effective data-driven method thatprevents defects in any type of service process. The particularfocus of this publication is service DFSS, which leads to what theauthors term "a whole quality business," one that takes a proactivestance and gets things right the first time. Not only does thewhole quality business produce a high-quality product and offerhigh-quality services, but it also operates at lower cost andhigher efficiency, throughout the entire life cycle, than itscompetitors because all the links in the supply chain areoptimized. Following a detailed overview that sets forth the basic premise andkey concepts of service DFSS, the authors offer all the informationand tools needed to take advantage of service DFSS within their ownorganizations, including: * Clear and in-depth coverage of the philosophical, organizational,and technical aspects of service DFSS * Step-by-step roadmap of the entire service DFSS deployment andexecution process * Full discussions of all the key methods involved in service DFSS,including axiomatic design, design for X, the theory of inventiveproblem solving (TRIZ), transfer function, design scorecards, andTaguchi's method * Practical, illustrative examples that demonstrate how the theoryis put into practice * Assistance in developing the necessary skills in applying DFSS inorganizational settings Problems and their solutions are provided at the end of eachchapter to help readers grasp the key concepts they need to moveforward in the text. Acclaro DFSS Light(r), a Java-based softwarepackage that implements axiomatic design processes discussed inChapter Eight, is available for download from an accompanying Wileyftp site. Acclaro DFSS Light(r) is a software product of AxiomaticDesign Solutions, Inc. This book is ideal as a reference to service DFSS for corporateexecutives, quality control managers, and process engineers, or asa complete training manual for DFSS teams. It is also a superiortextbook for graduate students in management, operations, andquality assurance.