Six sigma for transactions and service

• Tác giả: Praveen Gupta, Rajeev Jain, Rajest K.Tyagi, Parveen S.Goel
• Ngôn ngữ: eng
• ISBN-10: 0071443304
• Ký hiệu phân loại: 658.4013 Executive management
• Thông tin xuất bản: U.S.A : McGraw-Hill, 2005
• Mô tả vật lý: 555 tr. ; , 24 cm
• Bộ sưu tập: Khoa học ứng dụng
• ID: 19030
• Chủ đề: 1. Process control; 2. Six sigma (Quality control standard)

Tóm tắt

 Part I. Service Quality benchmarks
 
- Chapter 1: Roles of Services and Transactions in Global and U.S. Economy (Services -- The Key to Future Competitive Advantage)
 
- Chapter 2: Quality in Services and Transactions
 
- Chapter 3: Service Performance Indicators (If It Is Important, It Must Be Measured)
 
- Chapter 4: The Service Crisis
 Part II. Transactional Six Sigma
 
- Chapter 5: Introduction
 
- Chapter 6: Define and Develop
 
- Chapter 7: Measure and Trends
 
- Chapter 8: Analyze and Innovate
 
- Chapter 9: Embed
 Part III. Designing for Transactional Services
 
- Chapter 10. Axioms of Service Design
 
- Chapter 11: Customer-Driven Transactional Processes
 
- Chapter 12: Designing Transactional Services for Six Sigma
 
- Chapter 13: Design and Optimize Service to Ensure Robust Service Package
 
- Chapter 14: Implementing Six Sigma in Service Organizations
 
- Chapter 15: Six Sigma in Services
 
- Chapter 16: Six Sigma in Outsourcing
 
- Chapter 17: Managing Human Capital
 APPENDIX
 REFERENCES INDEX.