This book applies the concepts of Lean Six Sigma to the service industry. These concepts were developed in the manufacturing industry and have not been widely applied in the service space. The book uses a story telling approach about a cruise line in financial trouble that achieves turn around with Lean Six Sigma.
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Chapter 1 The Lean Sigma for Service Challenge |
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1 | (4) |
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Chapter 2 Identification and Understanding of Lean Sigma Implementation |
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5 | (8) |
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Chapter 3 Lean Sigma Methods and Tools---Basic Concepts |
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13 | (24) |
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Chapter 4 Comparing Manufacturing and Service Environments |
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37 | (8) |
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Chapter 5 Key Enablers---Policy Deployment, Accountability Sessions, Employee Training and Involvement, and Lean Sigma Tool Selection and Application |
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45 | (8) |
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Chapter 6 Analysis of the Current State |
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53 | (20) |
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Chapter 7 Application of Lean Sigma Tools and Results |
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73 | (34) |
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Chapter 8 Making Cultural Transitions |
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107 | (8) |
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Chapter 9 Achieving, Sustaining, and Celebrating Success |
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115 | (6) |
| References |
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121 | (2) |
| Index |
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123 | |
Jaideep Motwani, Chairperson and Professor of Management, Seidman College of Business, Grand Valley State University, Allendale, MI, USA.
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