Six SIGMA for Transactions and Service

By Rajeev Jain and Parveen S. Goel

Publisher's Note: Products purchased from Third Party sellers are not guaranteed by the publisher for quality, authenticity, or access to any online entitlements included with the product.
MAXIMIZE CUSTOMER-RELATED BUSINESS FUNCTIONS THROUGH SIX SIGMA

Six Sigma for Transactions and Service delivers a comprehensive roadmap to optimize customer-related business functions. Featuring how-to's for making systems such as customer billing, order processing, and call center management more cost-effective and truly "customer-centric," this reference provides the hands-on specifics required to create and implement self-sustaining -- even self-improving -- transactional and service strategies an practices.

Six Sigma for Transactions and Service provides:

A clear blueprint to money-saving, efficiency-enhancing service delivery and transaction processingService-Sector-specific Define, Measure, Analyze, Innovate, and Embed (DMAIE), and Define, Measure, Analyze, Design and Optimize (DMADO) methodologiesInnovative service operations design strategies aligned with corporate strategiesGuidance and expert tips from Six Sigma Master Black Belts and Black BeltsValuable forms and scorecard

ASSURE SIX SIGMA QUALITY IN SERVICE AND TRANSACTIONS:
Transactional Quality Benchmarks Service Operations, Corporations, and Industries * Service Performance Indicators * The Service Crisis * Transactional Six Sigma Define and Develop * Measures and Trends * Analyze and Innovate * Embed * Designing for Transactional Services Axioms 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

After achieving Six Sigma improvements in manufacturing and design comes an equally complex challenge: implementing Six Sigma in a business's transactional and service sectors.

Different tools, terminology, frameworks, and measurements will clearly be needed -- this is why leading Six Sigma and service operations experts prepared this detail-rich roadmap. Six Sigma for Transactions and Services provides the step-by-step guidance needed to transform these costly, crucial -- and far too often highly inefficient -- business processes.

This guide shows exactly how to design and optimize procedures and performance in areas traditionally resistant to both investigation and change. Readers will find the tools they need to:

Develop quantitative assessments in hard-to-measure areasApply process thinking in service contextApply new tools to find wasteful processes ripe for eliminationDevelop customer-driven transactional processesBuild robustness into every aspect of the service packageOptimize the company's transactional designExceed customers expectations at reduced costDocument cost reductions, efficiency improvements, and customer satisfaction

Six Sigma for Transactions and Service offers exciting new opportunities to those looking to optimize every aspect of a bu

• Format: Hardcover
• Language: English
• ISBN: 0071443304
• ISBN13: 9780071443302
• Release Date: January 2005
• Publisher: McGraw-Hill Companies
• Length: 558 Pages
• Weight: 2.20 lbs.
• Dimensions: 1.8" x 6.3" x 9.1"