What is Six Sigma Process Management? [Paperback]

Rowland Hayler (Author), Michael Nichols (Author)

Book Description

Publication Date: May 26, 2005

Two leading experts reveal the key concepts and techniques behind Six Sigma Process Management

Six Sigma Process Management (SSPM) is a structured set of tools and techniques to help executives and teams continually address their customers' expectations. What Is Six Sigma Process Management? explains the SSPM methodology, helping business leaders determine which efforts will most positively impact on their customers, employees, and shareholders. SSPM provides a system that guides leaders on what to improve first and how to establish a portfolio of the best improvement efforts in their business.

The book also offers:

• Insights on process management, including identifying critical customer process metrics
• Guidelines to improve customer satisfaction by identifying customer-seen failures
• Ways to enhance overall business improvement strategy
• Insights on how future SSPM developments can address modern business challenges

Editorial Reviews

From the Back Cover

A quick, easy-to-understand introduction

to making Six Sigma Process Management work for you

Six Sigma Process Management (SSPM) is a structured set of tools and techniques designed to help executives and teams continually address their customers' expectations. What Is Six Sigma Process Management? demystifies the methodology, providing a concise, step-by-step description of its key concepts and helping you determine which improvement efforts will most positively impact your customers, employees, and shareholders.

Top Six Sigma practitioners Rowland Hayler and Michael Nichols present new, thought provokinginsights and perspectives on process management, revealing how to successfully implement an SSPM approach to address your specific business challenges. You'll see how to:

• Hone process management throughout your entire organization
• Dramatically improve customer retention and satisfaction
• Enhance your overall business improvement strategy
• Successfully manage your end-to-end processes on an ongoing basis
• Establish a portfolio of the best improvement efforts in your business

Complete with an inside look at future SSPM developments, What Is Six Sigma Process Management? is your one-stop guide to improved process maturity and operational performance.

About the Author

Rowland Hayler is the Director of International Operations for Pivotal Resources Inc., a global Lean and Six Sigma consulting and training company. He has worked with a diverse range of clients around the world on organizational improvement.

Michael Nichols is the Director of Six Sigma Design and a Senior Master Black Belt within the Global Reengineering/Six Sigma group of American Express. He is also the principal associate of Nichols Quality Associates.

For any additional information on Six Sigma Process Management, the authors can be contacted at [e-mail].

Product Details

• Paperback: 98 pages
• Publisher: McGraw-Hill; 1 edition (May 26, 2005)
• Language: English
• ISBN-10: 0071453415
• ISBN-13: 978-0071453417
• Product Dimensions: 5.9 x 0.3 x 8.9 inches
• Shipping Weight: 5.6 ounces (View shipping rates and policies)
• Average Customer Review: 4.0 out of 5 stars  See all reviews (7 customer reviews)
• Amazon Best Sellers Rank: #1,189,171 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

3.0 out of 5 stars Basic Six Sigma, October 17, 2006

By 

RODOLFO NUNEZ (New York, NY United States) - See all my reviews
(REAL NAME)   

This review is from: What is Six Sigma Process Management? (Paperback)

This book explains the basics of Sig Sigma. The book is very easy to read and has very detailed information on how to apply Six Sigma. If you need to learn FAST what Six Sigma is and How to implement it, get this book

4 of 5 people found the following review helpful:

5.0 out of 5 stars A good, practical, handbook on Process Management, September 12, 2005

By 

Roland R. Cavanagh "www.implementationpartner... - See all my reviews
(REAL NAME)   

This review is from: What is Six Sigma Process Management? (Paperback)

What is Six Sigma Process Management addresses the basics of Process Management for the novice, as well as providing direction and details for the experienced practitioners. The Authors dispel some myths and tell some stories while laying out the path forward. The title is deceptive – this book is about Process Management – the system, the metrics, the management, the process – and is set in the context of the most widely recognized business performance improvement methodology, Six Sigma to give a point of reference. Process Management stands on its own, and is a natural component of any Customer and Process based management system, ISO, Lean, whatever you call it. As a consultant “in the trenches” with clients who desire to sustain, improve or totally re-invent their businesses, I find this book invaluable as a quick explanation of the system. I wish I’d written it.

1 of 1 people found the following review helpful:

5.0 out of 5 stars A 'must read' for every Six Sigma Champion and TPS Sensei, May 15, 2006

By 

A. Urquhart (Cambridge, England) - See all my reviews
(REAL NAME)   

This review is from: What is Six Sigma Process Management? (Paperback)

Few books capture the process engineering approach taken by Motorola's wafer fabrication engineers in the mid-1980s. Process excellence lies at the heart of both Six Sigma and the Toyota Production System for the simple reason that Motorola learnt much from its joint venture with Hitachi and later on the Cherokee project with Toshiba. Why is a process perspective so important? Because everything is process and each process step depends on a previous process step? Unlike most other books on the subject, Hayler and Nichols correctly identify the importance of external and internal customers, the use of `enabling' value-added steps, and Kai-zen - making each step right. Whether or not someone uses the DMAIC improvement process, Six Sigma tools, the 3 Ms, Work-Out, or "bread and butter pudding" the goal is the same - to improve business performance.

(Andy Urquhart, ex-Chairman Motorola Six Sigma Steering Committee Austin, Texas)