This chapter comes from Lean Six Sigma for Service, which provides a service-based approach to Six Sigma, explaining how companies of all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process. Six Sigma expert Michael George reveals how easy it is to apply relatively simple statistical and Lean tools that will reduce costs and achieve greater speed in service processes. Here, for the first time, you'll read about how classic Lean tools such as qPull systemsq and qsetup reductionq are being used in procurement, call centers, surgical suites, government offices, RaD, and much more.While they capture more information than was represented on the postcard or in a spreadsheet, it is not necessary to go into excruciating detail ... Figure 11.1: Lean Six Sigma DMAIC Tools Multi-Generational Plan Stakeholder Analysis Communication Plan SIPOC Map ... Project Charter Value Stream Map Define Pareto Charts Caamp;E Matrix Fishbone Diagrams Brainstorming Detailed a#39;As-Isa#39; Process Maps ... Figure 11.2: Sample Project Definition Form Project Charter Proposal Process.
|Title||:||Lean Six Sigma for Service, Chapter 11 - Using DMAIC to Improve Service Processes|
|Publisher||:||McGraw Hill Professional - 2003-06-24|