Lean Six Sigma for Service: How to Use Lean Speed & Six Sigma Quality to Improve Services and Transactions Michael L. George McGraw-Hill, 2003

Overview

Lean Six Sigma for Service is an integrated program for increasing quality, shortening cycle times, and creating shareholder value in every area of your organization. The book, Lean Six Sigma for Service, is a step-by-step roadmap for use in a service environment to profit from the best elements of Lean and Six Sigma initiatives. Time and quality are the two most important metrics in improving any company's production and profit performance. Lean Six Sigma for Service explains how to impact a service organization's performance in each, by combining the strength of today's two most important initiatives - Lean Production and Six Sigma - into one integrated program.

This breakthrough volume shows corporate leadership how to:

• Reduce service costs by 30-60 percent,
• Improve service delivery time by 50 percent,
• Expand capacity by 20 percent.

In Lean Six Sigma, author Michael George described how combining Six Sigma quality with Lean speed can revolutionize performance efficiencies in virtually every area of an organization. Now, Lean Six Sigma for Service tailors the program and the message to all aspects of service environments. The case studies featured within the book demonstrate how Lean Six Sigma can be used in service organizations just as effectively as in manufacturing - and with even faster results.

Corporate Leadership on Lean Six Sigma for Service

"Bank One knows that higher quality, faster services, delivered at lower costs is important to our customers and to our business. The integration of Lean process speed and Six Sigma process quality provides a powerful combination to achieve these goals. The book Lean Six Sigma for Service will be valuable to any company who has the need to simultaneously achieve customer satisfaction and growth at low cost."

Darryl Greene, Senior Vice President
Mike Fischbach, Senior Vice President
Bank One

"McKesson is a $50 Billion revenue company primarily involved in pharmaceutical distribution. As we embarked on our Six Sigma journey, we found we needed both Six Sigma process quality and Lean process speed in marketing, logistics, order fulfillment, etc.  The book, Lean Six Sigma for Service, shows how to implement Lean Six Sigma in transactional and service applications. Our goal is to apply these powerful tools throughout the organization to reduce lead times and cost while increasing quality, customer satisfaction and revenue growth."

Jeff Reinke, Vice President of Six Sigma
McKesson and Co.

"Lockheed Martin is driving operating excellence in all work that we do.   We recognized that our business support processes have as much opportunity for improvement as our design and build areas.  By applying Lean process speed and Six Sigma quality tools to all elements of work, such as marketing, legal, contract administration, procurement, etc., we can drive competitive advantage.  The lessons learned and practical case studies contained in Lean Six Sigma for Service provide a template which can create great value for customers, employees and shareholders."

Mike Joyce, Vice President, LM 21
Lockheed-Martin