Lean Sigma Methods and Tools for Service Organizations, livre ebook

Every business aspires to be competitive and profitable in its market. To do this, an organization needs to offer customers value propositions, which may be manifest in the product it produces or the service it provides. This in turn will create customer loyalty and growth. There are a number of organizational philosophies and strategies used by businesses to help accomplish this goal, among which are the concepts of Six Sigma and Lean. This book proposes to integrate the best practices from each of these philosophies and apply them to a customer-focused organization—a cruise ship—whose overriding mission is to deliver superior service to its customers. The authors demonstrate in this book how key components of both Six Sigma and Lean—such as identifying and removing defects, elimination of waste, metrics, speed of delivery, and the seamless integration of these concepts and practices throughout the operation—serve to enhance the kind of value propositions that customers recognize and that allow an organization to be successful.
Chapter 1 Th e Lean Sigma for Service Challenge ..............................1
Chapter 2 Identifi cation and Understanding of Lean Sigma
Implementation ................................................................5
Chapter 3 Lean Sigma Methods and Tools—Basic Concepts ............13
Chapter 4 Comparing Manufacturing and Service
Environments ..................................................................37
Chapter 5 Key Enablers—Policy Deployment,
Accountability Sessions, Employee Training and
Involvement, and Lean Sigma Tool Selection and
Application ......................................................................45
Chapter 6 Analysis of the Current State ............................................53
Chapter 7 Application of Lean Sigma Tools and Results ...................73
Chapter 8 Making Cultural Transitions ..........................................107
Chapter 9 Achieving, Sustaining, and Celebrating Success .............115
References ..........................................................................................121
Index .................................................................................................123