Transactional Six Sigma and Lean Servicing: Leveraging Manufacturing Concepts to Achieve World-Class Service (Hardcover)

~ (Author) "Technically, Six Sigma is a measure of variation that represents 3.4 defects out of one million opportunities for defects..." (more)
Key Phrases: slowest process step, natural process limits, inbound call volume, Card One, Lean Servicing, Black Belt (more...)

Editorial Reviews

Product Description

Service industries have traditionally lagged manufacturing in adoption of quality management strategies and Six Sigma is no exception. While there are a growing number of books on applying the hot topics of Six Sigma and Lean Manufacturing concepts in a manufacturing environment, there has not been a mainstream book that applies these techniques in a service environment, until now. Transactional Six Sigma and Lean Servicing™: Leveraging Manufacturing Concepts to Achieve World Class Service is a ground breaking "how-to" book that serves as a practical guide for implementing Six Sigma and Lean Manufacturing methods in a transactional service oriented environment. It uses real case studies and examples to show how Six Sigma and Lean Servicing™ techniques have been implemented and proven effective in achieving substantial documented results. Lean Servicing™ is the author's own term used to describe the application of Lean Manufacturing concepts to transactional and service processes.Liberal use of examples, graphics, and tables will assist you in grasping the difficult concepts. Transactional Six Sigma and Lean Servicing™ covers both theory and practical application of Lean Servicing™, Six Sigma DMAIC and Six Sigma DFSS concepts and methods so you can implement them effectively in your service organization and achieve reduced costs and a new level of service excellence.

Product Details

• Hardcover: 296 pages
• Publisher: CRC; 1 edition (June 13, 2002)
• Language: English
• ISBN-10: 1574443259
• ISBN-13: 978-1574443257
• Product Dimensions: 9.5 x 6.4 x 0.8 inches
• Shipping Weight: 1.3 pounds (View shipping rates and policies)
• Average Customer Review: 3.8 out of 5 stars  See all reviews (6 customer reviews)
• Amazon.com Sales Rank: #243,624 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

8 of 8 people found the following review helpful:

4.0 out of 5 stars This is a very good book and green belt reference tool, September 30, 2002

By	Dan Feliciano "Lean Six Sigma Rock Star" (Essex, Vermont USA) - See all my reviews (REAL NAME)

!After having read this book in greater detail a second time I felt obligated to rewrite my review!
Transactional Six Sigma and Lean Servicing is an easy read and laid exceptionally well. If you want to learn how to apply six sigma without all the rollout hoop-la this is a good book for you.
Too many of the newer books spend too much time discussing the road map of a full blown roll-out but lets face it, most of the people purchasing six sigma books are probably trying to apply the DMAIC problem solving approach on their own. If you're one of these people this book is for you.

Since I work in a transactional environment, I thought the Lean Servicing portion of the book, one chapter, would contain some good tips or new insight that I could apply to my gigs, but I was disappointed. The chapter simply describes how to perform a good process analysis.

However, I did enjoy the chapters (1.5 and 1.6) that discussed the history of quality and six sigma. These chapters are very well written and very, very interesting.

Betsi did a masterful job describing DOE and basic statistics in simple terms.

I can't believe how many times I find myself using this book as a reference tool!!

10 of 12 people found the following review helpful:

5.0 out of 5 stars Finally, a book for the rest of us!, July 16, 2002

By	Penelope Brockwell (Atlanta, GA) - See all my reviews

Finally, a book for the rest of us! I work for a large urban hospital who is thinking about implementing six sigma but everything that's out there is geared toward manufacturing. Ehrlich's book on transactional six sigma is exactly what our management team needs to understand how the six sigma methods can be used in our medical center. The writing is clear and understandable, the examples are great, and she takes the time to explain to those of us without a heavy statistics background the underpinnings of the statistical tools used in six sigma. As the Quality Assurance manager who has been tasked with researching the benefits of six sigma, I plan to have our entire executive staff read this book and expect them to be as enthused as I am after gaining a greater understanding of how the program works in a service organization.

9 of 11 people found the following review helpful:

2.0 out of 5 stars Lean Servicing??, June 7, 2003

By A Customer

I bought the book to learn about Lean Servicing. While Lean Servicing is 50% of the title, it is less than 10% of the text. Just one case study/example.