Cover image for Six Sigma for transactions and service
Title:
Six Sigma for transactions and service
Author:
Goel, Parveen S., 1967-
Publication Information:
New York : McGraw-Hill, [2005]

©2005
Physical Description:
xviii, 555 pages : illustrations ; 24 cm.
General Note:
Series statement from jacket.
Language:
English
Contents:
Pt. 1. Service quality benchmarks. Roles of services and transactions in global and U.S. economy ; Quality in services and transactions ; Service performance indicators ; The service crisis -- Pt. 2. Transactional Six Sigma. Introduction ; Define and develop ; Measure and trends ; Analyze and innovate ; Embed -- Pt. 3. Designing for service. Axioms of service design ; Customer driven transactional processes ; Designing transactional processes for Six Sigma ; Design and optimize service to ensure a robust service package ; Implementing Six Sigma in service organizations ; Six Sigma in services ; Six Sigma in outsourcing ; Managing human capital.
ISBN:
9780071443302
Format :
Book

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