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Lean Six Sigma for Service



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Lean Six Sigma for Service by Michael L George
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An explanation of how to apply the quality and speed improvement techniques of Lean and Six Sigma to service environments. The major challenge in service applications of Lean Six Sigma is in translating its manufacturing-oriented tools into a service delivery process. A second challenge is that it is much harder to collect data about quality in a service environment because the "product" is intangible. Here Mike George discusses how to overcome both challenges. He explores how dramatic improvements can be achieved in cost, quality and speed for service environments such as health care, hotels, banking, purchasing or any non-manufacturing business. Case studies of companies like Bank One, Lockheed-Martin, Stanford University Hospitals and Scottish Power are included.

Author Biography

Michael L. George is founder and President of The George Group, the largest Lean Six Sigma consulting practice in the United States. He wrote the successful and influential Lean Six Sigma, also published by McGraw-Hill.
Release date NZ
July 1st, 2003
Country of Publication
United States
McGraw-Hill Professional
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