SIX SIGMA for Transactions and Service
Material type:
TextPublication details: New York:, McGraw-Hill/Irwin: 2005.Description: xii; ill:; 23 cmISBN: - 0071443304
- TS156 .8.T73
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Includes index.
pt. 1. Service quality benchmarks. Roles of services and transactions in global and U.S. economy ; Quality in services and transactions ; Service performance indicators ; The service crisis --
pt. 2. Transactional Six Sigma. Introduction ; Define and develop ; Measure and trends ; Analyze and innovate ; Embed --
pt. 3. Designing for service. Axioms of service design ; Customer driven transactional processes ; Designing transactional processes for Six Sigma ; 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 human capital.
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