Six Sigma for Transactions and Service /
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. T...
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| Hoofdauteur: | |
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| Andere auteurs: | , |
| Formaat: | Boek |
| Taal: | Vietnamese |
| Gepubliceerd in: |
American :
McGraw -Hill ,
2004
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| Editie: | In lần thứ 1 |
| Onderwerpen: | |
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| Thư viện lưu trữ: | Thư viện Trường CĐ Kỹ Thuật Cao Thắng |
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| Samenvatting: | 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. Transactional Quality Benchmarks: Service Operations, Corporations and Industries * Service Performance Indicators * The Service Crisis * Transactional Six Sigma: Define and Develop, Measure and Trends, Analyze and Improve, Embed * Designing for Transactional Services: Actions of Service Design * Customer Driven Transactional Processes * Designing Transactional Processes * Optimize the Service Design to Ensure a Robust Service Package * Transactional Business * Human Capital * Implementing TSS, Six Sigma in Transactional Processes |
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| Fysieke beschrijving: | 558tr. ; 21cm |
| ISBN: | 0071443304 |