01782nam a2200277 a 4500 TVCDKTCT9987 Thư viện trường Cao đẳng Kỹ thuật Cao Thắng 20080806000000 080806 Thư viện Trường CĐ Kỹ Thuật Cao Thắng RG_1 #1 eb0 i1 0071443304 vie 658.4 / S200R-d S.Goel Parveen Six Sigma for Transactions and Service / S.Goel Parveen, Gupta Praveen, Jain Rajeev In lần thứ 1 American : McGraw -Hill , 2004 558tr. ; 21cm 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 Tansaction--Service Six Sigma Quản trị chức vị điều hành Gupta Praveen Jain Rajeev