The Executive Guide To Understanding And Implementing Lean Six Sigma

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The Executive Guide to Understanding and Implementing Lean Six Sigma

Author : Robert M. Meisel
Publisher : Quality Press
ISBN 13 : 0873892801
Total Pages : 108 pages
Book Rating : 4.8/5 (738 download)

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Book Synopsis The Executive Guide to Understanding and Implementing Lean Six Sigma by : Robert M. Meisel

Download or read book The Executive Guide to Understanding and Implementing Lean Six Sigma written by Robert M. Meisel and published by Quality Press. This book was released on 2007-01-02 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a fundamental introduction to the concepts of lean enterprise and Six Sigma to executives, personnel new to quality, or organizations interested in introductory information on quality and process improvement. It is intended to be a helpful guide on implementing and optimizing an integrated Lean Six Sigma approach focused on realizing return value and bottom line impact. The principles of Lean and Six Sigma are introduced and discussed separately and through an integrated approach across the book’s three chapters.Manufacturing and non-manufacturing firms who are just getting started or contemplating a Lean Six Sigma initiative will find this book especially valuable. To aid in illustrating the application of these principles to diverse and global businesses, various case studies have been selected and included to demonstrate how the prescribed tools and techniques can accommodate and enhance a wide variety of customer relationships throughout the value chain. Examples taken from manufacturing, banking, and local government sectors demonstrate the broad spectrum across which Lean Six Sigma can be used as a framework to foster improved performance and ensure continued customer satisfaction and loyalty.

The Executive Guide to Understanding and Implementing Lean Six Sigma

Author : Robert M. Meisel
Publisher :
ISBN 13 : 9786000048358
Total Pages : 0 pages
Book Rating : 4.0/5 (483 download)

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Book Synopsis The Executive Guide to Understanding and Implementing Lean Six Sigma by : Robert M. Meisel

Download or read book The Executive Guide to Understanding and Implementing Lean Six Sigma written by Robert M. Meisel and published by . This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Managing Six Sigma

Author : Forrest W. Breyfogle, III
Publisher : John Wiley & Sons
ISBN 13 : 9780471396734
Total Pages : 296 pages
Book Rating : 4.3/5 (967 download)

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Book Synopsis Managing Six Sigma by : Forrest W. Breyfogle, III

Download or read book Managing Six Sigma written by Forrest W. Breyfogle, III and published by John Wiley & Sons. This book was released on 2000-10-11 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Advance Praise for Managing Six Sigma "This book is a unique blend of practical knowledge and cultural change, revolution and evolution strategies. I recommend that serious managers buy the book, spend some serious time reading, and then go out and use its lessons to make a name for themselves."-William Baker, Benchmarking/Knowledge Transfer Office, Raytheon Corporation "I believe Managing Six Sigma will be the new reference standard for the quality movement in coming years."-Robert T. Hunter, Executive Vice President, Rehnborg Center for Nutrition and Wellness "[The authors'] step-by-step process for integrating the tools of Six Sigma takes the mystery out of this methodology and, by itself, makes this book worth having."-Dennis Adsit, PhD, Vice President, Quality, Intuit "Breyfogle's Six Sigma deployment methodology is explained in detail for four different business processes: manufacturing, service, transactional, and development. . . . His 21-step plan for each business process is explained in a way that allows any type of company to perform a successful implementation."-Mark Feller, Director of Quality, Baker Electronics "Breyfogle teaches not only the wider application but also the deeper implications and in-depth implementation of Six Sigma deployment in organizations large and small."-Ram Josyula, President, gelrad.com Managing Six Sigma is the only book that provides both detailed coverage of Six Sigma techniques and effective methods for managing those who implement Six Sigma. With real-world case studies recounting the triumphs and pitfalls encountered during successful implementations at Motorola and General Electric-plus plans, checklists, and metrics to speed up the implementation process-this rich resource helps managers solve problems effectively and ensure a fast, smooth, and successful Six Sigma implementation.

Lean Six Sigma for Engineers and Managers

Author : Matthew John Franchetti
Publisher : CRC Press
ISBN 13 : 1482243539
Total Pages : 274 pages
Book Rating : 4.4/5 (822 download)

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Book Synopsis Lean Six Sigma for Engineers and Managers by : Matthew John Franchetti

Download or read book Lean Six Sigma for Engineers and Managers written by Matthew John Franchetti and published by CRC Press. This book was released on 2015-03-16 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book introduces Lean Six Sigma (LSS) to engineers and managers interested in implementing LSS at their organizations. The book provides a detailed roadmap and industry examples to aid readers in understanding and implementing the LSS system. This book discusses the LSS process to define improvement needs, measure current business performance, analyze performance results using statistical tools, improve business and financial results, and control peak business performance.

The Lean Six Sigma Guide to Doing More With Less

Author : Mark O. George
Publisher : John Wiley & Sons
ISBN 13 : 0470606568
Total Pages : 352 pages
Book Rating : 4.4/5 (76 download)

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Book Synopsis The Lean Six Sigma Guide to Doing More With Less by : Mark O. George

Download or read book The Lean Six Sigma Guide to Doing More With Less written by Mark O. George and published by John Wiley & Sons. This book was released on 2010-01-28 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: Create New Profits in Any Economy In this difficult economic climate, it's vital to cut waste that can eat at a company's bottom line and boost efficiency at every organizational level. The traditional business solution in a crisis is to slash away non-critical talent and resources, often doing more harm than good. There is a far better systematic approach to doing more with less. As a leading expert on Lean Six Sigma and business transformation, with a deep knowledge of its application in countless areas of business, author Mark George can help you use Lean Six Sigma to analyze your operational needs, identify high-impact opportunities, design and rapidly implement solutions, and create a system that will build efficiency and high performance in every area of your business. The Lean Six Sigma Guide to Doing More with Less can help you: Improve operating margins by as much as 20%, ROIC by as much as 10%, and reduce the costs of goods sold by as much as 5% or more Create "cost intelligence" that uncovers root causes allowing cost reductions without jeopardizing customer service levels and quality Use enterprise speed, agility, and flexibility to drive step-change reductions in cost and enable competitive advantage Identify and eliminate the costs of complexity in your business Supercharge your legacy Six Sigma program, improving speed to results, increasing project values, and shortening completion times With case examples from a wide array of industry, encompassing decades of experience implementing Lean Six Sigma in every economic climate, in companies of every size, The Lean Six Sigma Guide to Doing More with Less will give your business an intelligent edge in lean times.

Successfully Implementing Lean Six Sigma

Author : Keith Gardner
Publisher :
ISBN 13 : 9780985943509
Total Pages : 232 pages
Book Rating : 4.9/5 (435 download)

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Book Synopsis Successfully Implementing Lean Six Sigma by : Keith Gardner

Download or read book Successfully Implementing Lean Six Sigma written by Keith Gardner and published by . This book was released on 2013-01-01 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Ten Commandments of Lean Six Sigma

Author : Jiju Antony
Publisher : Emerald Group Publishing
ISBN 13 : 1789736870
Total Pages : 160 pages
Book Rating : 4.7/5 (897 download)

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Book Synopsis The Ten Commandments of Lean Six Sigma by : Jiju Antony

Download or read book The Ten Commandments of Lean Six Sigma written by Jiju Antony and published by Emerald Group Publishing. This book was released on 2019-11-29 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presented from the perspective of practitioners, researchers and academics, The Ten Commandments of Lean Six Sigma serves as a practical guide for senior managers and executives who want to achieve operational and service excellence in various manufacturing, service and public sector organizations.

A Guide to Six Sigma and Process Improvement for Practitioners and Students

Author : Howard S. Gitlow
Publisher : Pearson Education
ISBN 13 : 0133925366
Total Pages : 515 pages
Book Rating : 4.1/5 (339 download)

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Book Synopsis A Guide to Six Sigma and Process Improvement for Practitioners and Students by : Howard S. Gitlow

Download or read book A Guide to Six Sigma and Process Improvement for Practitioners and Students written by Howard S. Gitlow and published by Pearson Education. This book was released on 2015 with total page 515 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thousands of companies have discovered the value of Six Sigma in streamlining operations, cutting costs, improving quality, and increasing profitability. A Guide to Lean Six Sigma and Process Improvement for Practitioners and Students, Second Edition gives green belts, black belts, champions, and students a complete executive framework for understanding quality and implementing Lean Six Sigma. Building on the widely praised first edition, top Six Sigma experts Howard Gitlow and Richard Melnyck add today's most recent and important lean and process control system applications. Step by step, they systematically walk you through the five-step DMAIC implementation process, with detailed examples and many real-world case studies. You'll find practical coverage of Six Sigma statistics and management techniques, and realistic solutions for many common implementation obstacles. Coverage includes: A realistic overview of Six Sigma Management Six Sigma roles, responsibilities, and terminology Managing Six Sigma with Dashboards and Control Charts Mastering each DMAIC phase: Define, Measure, Analyze, Improve, Control Understanding foundational Six Sigma statistics: probability, probability distributions, sampling distributions, and interval estimation Testing hypotheses and designing experiments Pursuing Six Sigma Champion or Green Belt Certification, and more

The Lean Six Sigma Black Belt Handbook

Author : Frank Voehl
Publisher : CRC Press
ISBN 13 : 1466554681
Total Pages : 625 pages
Book Rating : 4.4/5 (665 download)

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Book Synopsis The Lean Six Sigma Black Belt Handbook by : Frank Voehl

Download or read book The Lean Six Sigma Black Belt Handbook written by Frank Voehl and published by CRC Press. This book was released on 2013-07-09 with total page 625 pages. Available in PDF, EPUB and Kindle. Book excerpt: Although Lean and Six Sigma appear to be quite different, when used together they have shown to deliver unprecedented improvements to quality and profitability. The Lean Six Sigma Black Belt Handbook: Tools and Methods for Process Acceleration explains how to integrate these seemingly dissimilar approaches to increase production speed while decreasing variations and costs in your organization. Presenting problem-solving tools you can use to immediately determine the sources of the problems in your organization, the book is based on a recent survey that analyzed Six Sigma tools to determine which are the most beneficial. Although it focuses on the most commonly used tools, it also includes coverage of those used a minimum of two times on every five Six Sigma projects. Filled with diagrams of the tools you’ll need, the book supplies a comprehensive framework to help you for organize and process the vast amount of information currently available about Lean, quality management, and continuous improvement process applications. It begins with an overview of Six Sigma, followed by little-known tips for using Lean Six Sigma (LSS) effectively. It examines the LSS quality system, its supporting organization, and the different roles involved. Identifying the theories required to support a contemporary Lean system, the book describes the new skills and technologies that you need to master to be certified at the Lean Six Sigma Black Belt (LSSBB) level. It also covers the advanced non-statistical and statistical tools that are new to the LSSBB body of knowledge. Presenting time-tested insights of a distinguished group of authors, the book provides the understanding required to select the solutions that best fit your organization's aim and culture. It also includes exercises, worksheets, and templates you can easily customize to create your own handbook for continuous process improvement. Designed to make the methodologies you choose easy to follow, the book will help Black Belts and Senseis better engage their employees, as well as provide an integrated and visual process management structure for reporting and sustaining continuous improvement breakthroughs and initiatives.

Lean Six Sigma For Dummies

Author : John Morgan
Publisher : John Wiley & Sons
ISBN 13 : 1119966477
Total Pages : 320 pages
Book Rating : 4.1/5 (199 download)

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Book Synopsis Lean Six Sigma For Dummies by : John Morgan

Download or read book Lean Six Sigma For Dummies written by John Morgan and published by John Wiley & Sons. This book was released on 2012-03-12 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Maximize the quality and efficiency of your organization If you want to make your organization or team more productive, you have to change the way it thinks. Combining the leading improvement methods of Six Sigma and Lean, this winning technique drives performance to the next level. But the jargon-packed language and theory of Lean Six Sigma can be intimidating for both beginners and experienced users. Whether you want to manage a project more tightly or fine-tune existing systems and processes, Lean Six Sigma For Dummies gives you plain-English guidance to achieve your business goals. Lean Six Sigma For Dummies outlines the key concepts of this strategy and explains how you can use it to get the very best out of your business. You'll discover lots of tools and techniques for implementing Lean Six Sigma; guidance on policy deployment; information on managing change in your organization; useful methods for choosing which projects to tackle; and much more. Gives you plain-English explanations of complicated jargon Serves as a useful tool for businesspeople looking to make their organization more effective Helps you achieve business goals with ease If you're a project manager or other businessperson looking for new and effective ways to improve your process, Lean Six Sigma For Dummies has you covered.

A Guide to Six Sigma and Process Improvement for Practitioners and Students

Author : Howard S. Gitlow
Publisher : FT Press
ISBN 13 : 0133925455
Total Pages : 515 pages
Book Rating : 4.1/5 (339 download)

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Book Synopsis A Guide to Six Sigma and Process Improvement for Practitioners and Students by : Howard S. Gitlow

Download or read book A Guide to Six Sigma and Process Improvement for Practitioners and Students written by Howard S. Gitlow and published by FT Press. This book was released on 2015-04-08 with total page 515 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master modern Six Sigma implementation with the most complete, up-to-date guide for Green Belts, Black Belts, Champions and students! Now fully updated with the latest lean and process control applications, A Guide to Lean Six Sigma and Process Improvement for Practitioners and Students, Second Edition gives you a complete executive framework for understanding quality and implementing Lean Six Sigma. Whether you're a green belt, black belt, champion, or student, Howard Gitlow and Richard Melnyck cover all you need to know. Step by step, they systematically walk you through the five-step DMAIC implementation process, with detailed examples and many real-world case studies. You'll find practical coverage of Six Sigma statistics and management techniques, from dashboards and control charts to hypothesis testing and experiment design. Drawing on their extensive experience consulting on Six Sigma and leading major Lean and quality initiatives, Gitlow and Melnyck offer up-to-date coverage of: What Six Sigma can do, and how to manage it effectively Six Sigma roles, responsibilities, and terminology Running Six Sigma programs with Dashboards and Control Charts Mastering each DMAIC phase: Define, Measure, Analyze, Improve, Control Understanding foundational Six Sigma statistics: probability, probability distributions, sampling distributions, and interval estimation Pursuing Six Sigma Champion or Green Belt Certification, and more This guide will be an invaluable resource for everyone who is currently involved in Six Sigma implementation, or plans to be. It's ideal for students in quality programs; "Green Belts" who project manage Six Sigma implementations, "Black Belts" who lead Six Sigma teams; "Champions" who promote and coordinate Six Sigma at the executive level; and anyone seeking Six Sigma certification.

A Guide to Lean Six Sigma Management Skills

Author : Howard S Gitlow
Publisher : CRC Press
ISBN 13 : 9781420084177
Total Pages : 166 pages
Book Rating : 4.0/5 (841 download)

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Book Synopsis A Guide to Lean Six Sigma Management Skills by : Howard S Gitlow

Download or read book A Guide to Lean Six Sigma Management Skills written by Howard S Gitlow and published by CRC Press. This book was released on 2009-06-22 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: In summary, the purpose of Six Sigma management is to “promote joy in work” for all employees so that they have the energy to participate in the improvement and innovation projects identified from the organizational dashboard! —Howard S Gitlow Authored by Dr, Howard Gitlow, one of the most respected Six Sigma Master Black Belts, this well-organized volume demonstrates the implementation of quality improvements into the all areas of the workplace from the shop floor through a company’s executive offices. Illustrating his points with a number of case studies, the book provides a compelling argument as to why Six Sigma should be the preferred approach. It also explains how to build an organization that both encourages and values the input of quality teams, and details the steps they must take to implement and maintain lean initiatives. Dr. Howard S. Gitlow is Executive Director of the Institute for the Study of Quality, Director of the Master of Science degree in Management Science, and a Professor of Management Science, School of Business Administration, University of Miami, Coral Gables, Florida. He was a Visiting Professor at the Stern School of Business at New York University in 2007, and a Visiting Professor at the Science University of Tokyo in 1990 where he studied with Dr. Noriaki Kano. He received his Ph.D. in Statistics (1974), M.B.A. (1972), and B.S. in Statistics (1969) from New York University. His areas of specialization are Six Sigma Management, Dr. Deming’s theory of management, Japanese Total Quality Control, and statistical quality control. Dr. Gitlow has consulted and co-taught courses with Dr. W. Edwards Deming and Dr. Noriaki Kano (Science University of Tokyo). Dr. Gitlow is a Six Sigma Master Black Belt, a Fellow of the American Society for Quality, and a member of the American Statistical Association. He has served on the editorial boards of four journals. His list of consulting clients includes universities, consulting firms, city governments, healthcare organizations, insurance companies, utilities, manufacturing organizations, and service organizations. Dr. Gitlow has testified in 24 legal cases involving the following issues: critiquing and developing sampling plans, discrimination (age, race, gender, country of origin, and ethnicity), anti-trust, game fixing, jury selection, and cost/benefit analysis.

Practitioner's Guide to Statistics and Lean Six Sigma for Process Improvements

Author : Mikel J. Harry
Publisher : John Wiley & Sons
ISBN 13 : 1118210212
Total Pages : 827 pages
Book Rating : 4.1/5 (182 download)

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Book Synopsis Practitioner's Guide to Statistics and Lean Six Sigma for Process Improvements by : Mikel J. Harry

Download or read book Practitioner's Guide to Statistics and Lean Six Sigma for Process Improvements written by Mikel J. Harry and published by John Wiley & Sons. This book was released on 2011-09-20 with total page 827 pages. Available in PDF, EPUB and Kindle. Book excerpt: This hands-on book presents a complete understanding of Six Sigma and Lean Six Sigma through data analysis and statistical concepts In today's business world, Six Sigma, or Lean Six Sigma, is a crucial tool utilized by companies to improve customer satisfaction, increase profitability, and enhance productivity. Practitioner's Guide to Statistics and Lean Six Sigma for Process Improvements provides a balanced approach to quantitative and qualitative statistics using Six Sigma and Lean Six Sigma methodologies. Emphasizing applications and the implementation of data analyses as they relate to this strategy for business management, this book introduces readers to the concepts and techniques for solving problems and improving managerial processes using Six Sigma and Lean Six Sigma. Written by knowledgeable professionals working in the field today, the book offers thorough coverage of the statistical topics related to effective Six Sigma and Lean Six Sigma practices, including: Discrete random variables and continuous random variables Sampling distributions Estimation and hypothesis tests Chi-square tests Analysis of variance Linear and multiple regression Measurement analysis Survey methods and sampling techniques The authors provide numerous opportunities for readers to test their understanding of the presented material, as the real data sets, which are incorporated into the treatment of each topic, can be easily worked with using Microsoft Office Excel, Minitab, MindPro, or Oracle's Crystal Ball software packages. Examples of successful, complete Six Sigma and Lean Six Sigma projects are supplied in many chapters along with extensive exercises that range in level of complexity. The book is accompanied by an extensive FTP site that features manuals for working with the discussed software packages along with additional exercises and data sets. In addition, numerous screenshots and figures guide readers through the functional and visual methods of learning Six Sigma and Lean Six Sigma. Practitioner's Guide to Statistics and Lean Six Sigma for Process Improvements is an excellent book for courses on Six Sigma and statistical quality control at the upper-undergraduate and graduate levels. It is also a valuable reference for professionals in the fields of engineering, business, physics, management, and finance.

Innovating Lean Six Sigma: A Strategic Guide to Deploying the World's Most Effective Business Improvement Process

Author : Kimberly Watson-Hemphill
Publisher : McGraw Hill Professional
ISBN 13 : 1259584410
Total Pages : 286 pages
Book Rating : 4.2/5 (595 download)

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Book Synopsis Innovating Lean Six Sigma: A Strategic Guide to Deploying the World's Most Effective Business Improvement Process by : Kimberly Watson-Hemphill

Download or read book Innovating Lean Six Sigma: A Strategic Guide to Deploying the World's Most Effective Business Improvement Process written by Kimberly Watson-Hemphill and published by McGraw Hill Professional. This book was released on 2016-02-26 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: The New and Definitive User’s Guide to Lean Six Sigma If you’re a business manager, you already know that Lean Six Sigma is one of the most popular and powerful business tools in the world today. You also probably know that implementing the process can be more than a little challenging. This step-by-step guide shows you how to customize and apply the principles of Lean Six Sigma to your own organizational needs, giving you more options, strategies, and solutions than you’ll find in any other book on the subject. With these simple, proven techniques, you can: * Assess your current business model and shape your future goals * Plan and prepare a Lean Six Sigma program that’s right for your company * Engage your leadership and your team throughout the entire process * Align your LSS efforts with the culture and values of your business * Develop deeper insights into your customer experience * Master the art of project selection and pipeline management * Tackle bigger problems and find better solutions * Become more efficient, more productive, and more profitable This innovative approach to the Lean Six Sigma process allows you to mold and shape your strategy as you go, making small adjustments along the way that can have a big impact. In this book, you’ll discover the most effective methods for deploying LSS at every level, from the leaders at the top to the managers in the middle to the very foundation of your company culture. You’ll hear from leading business experts who have guided companies through the LSS process—and get the inside story on how they turned those companies around. You’ll also learn how to use the latest, greatest management tools like Enterprise Kaizen, Customer Journey Maps, and Hoshin Planning. Everything you need to implement Lean Six Sigma—smoothly and successfully—is right here at your fingertips. When it comes to running a business, there is no better way to improve efficiency, increase productivity, and escalate profits than Lean Six Sigma. And there is no better book on how to make it work than Innovating Lean Six Sigma.

What is Lean Six Sigma

Author : Michael L. George
Publisher : McGraw Hill Professional
ISBN 13 : 0071490353
Total Pages : 96 pages
Book Rating : 4.0/5 (714 download)

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Book Synopsis What is Lean Six Sigma by : Michael L. George

Download or read book What is Lean Six Sigma written by Michael L. George and published by McGraw Hill Professional. This book was released on 2005-06-05 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: A quick introduction on how to use Lean Six Sigma to improve your workplace, meet your goals, and better serve your customers. Lean Six Sigma combines the two most important improvement trends of our time: making work better (using Six Sigma) and making work faster (using Lean principles). In this plain-English guide, you’ll discover how this remarkable quality improvement method can give you the tools to identify and eliminate waste and quality problems in your own work area. Packed with diagrams, cartoons, and real-life examples, What is Lean Six Sigma? reveals the “four keys” of Lean Six Sigma and how they apply to your own job: Delight your customers with speed and quality Improve your processes Work together for maximum gain Base decisions on data and facts You’ll see the big picture of what your company hopes to gain with Lean Six Sigma, how it may affect your work area, and what it can mean to you personally.

Lean Six Sigma Project Execution Guide

Author : Forrest W. Breyfogle
Publisher :
ISBN 13 : 9780615349480
Total Pages : 0 pages
Book Rating : 4.3/5 (494 download)

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Book Synopsis Lean Six Sigma Project Execution Guide by : Forrest W. Breyfogle

Download or read book Lean Six Sigma Project Execution Guide written by Forrest W. Breyfogle and published by . This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Lean Six Sigma for Service

Author : Michael George
Publisher : McGraw Hill Professional
ISBN 13 : 0071436359
Total Pages : 300 pages
Book Rating : 4.0/5 (714 download)

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Book Synopsis Lean Six Sigma for Service by : Michael George

Download or read book Lean Six Sigma for Service written by Michael George and published by McGraw Hill Professional. This book was released on 2003-07-15 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bring the miracle of Lean Six Sigma improvement out of manufacturing and into services Much of the U.S. economy is now based on services rather than manufacturing. Yet the majority of books on Six Sigma and Lean--today's major quality improvement initiatives--explain only how to implement these techniques in a manufacturing environment. Lean Six Sigma for Services fills the need for a service-based approach, explaining how companies of all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process. Filled with case studies detailing dramatic service improvements in organizations from Lockheed Martin to Stanford University Hospital, this bottom-line book provides executives and managers with the knowledge they need to: Reduce service costs by 30 to 60 percent Improve service delivery time by 50 percent Expand capacity by 20 percent without adding staff