02836nam a2200397 a 4500 TVCDKTCT9951 Thư viện trường Cao đẳng Kỹ thuật Cao Thắng 20080804000000 080804 Thư viện Trường CĐ Kỹ Thuật Cao Thắng RG_1 #1 eb0 i1 0-07-144555-2 vie 658.4 / S200R-d Yang Kai Design for six sigma for service / Yang Kai American : McGraw -Hill , 2005 452tr. ; 24cm Book Description The primary objective of this new book is to provide a comprehensive reference for those who work in a service industry setting. Unlike Design for Six Sigma a Roadmap for Product Development, this new book will address the 5 leading issues in the service industry, which are customer satisfaction, cost reduction, value improvement, change management and process performance measurements. Back Cover copy EXTEND SIX SIGMA EXCELLENCE TO THE SERVICE SECTOR For Six Sigma professionals taking on the challenges of mapping quality procedures for service sectors, there's no better guide than quality expert Kai Yang's Design for Six Sigma for Service. 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 any 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 quality managers need to create product value through improved service practices. Design for Six Sigma for Service provides:-Hardcore, working statistical tools for achieving peak performance -Money-saving, efficiency-boosting service procedures -Measurement, analytical, and problem-solving tools for any service-oriented venue -Design, implementation, embedding, and optimization strategies DFSS in service organizations - Value analysis and enhancement - Lean operation and process analysis - Process design: deployment and management - Customer analysis - Service quality measures - Theory of inventive problem solving for service - Theory of constraints - Change management - Statistical methods in service DFSS Bringing Six Sigma efficiency and performance improvements to service sectors raises new challenges for quality managers. Six Sigma Quản trị chức vị điều hành