Design for Six Sigma For Service

by Kai Yang
McGraw-Hill Professional, May 2005
Ref MHP0641BC
 

six sigma

This comprehensive handbook aggressively tackles the difficulties involved in applying rigorous Six Sigma statistical methods to service environments. It delivers solid, effective solutions that can help your organization achieve measurable gains in customer satisfaction, cost reduction, value improvement, change management, and process performance. Featuring detailed design guidance and valuable tips, this book provides the specifics you need to create product value through improved service practices.

The primary objective of this book is to provide a systematic framework for implementing DFSS in various service industries. It is clear that DFSS in the service industry should support the following two key activities: (1) design and planning of service products; and (2) design and management of service delivery processes.

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About the author

Dr. Kai Yang is a Professor in the department of Industrial and Manufacturing Engineering at Wayne State University, USA
 

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