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Professional Reference Book for Quality
from C.H.I.P.S.

Six Sigma for Transactions and Service
by Praveen S. Goel


Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service sectors. However, business-specific issues such as customer billing, order processing, and call center management require a modified set of problem-solving and analytical tools. Six Sigma for Transactions and Service addresses those differences and provides a roadmap for impelementing "customer-centric" Six Sigma.

Contents

Service Quality Benchmarks

  1. Roles of Services and Transactions in Global and U.S. Economy (Services -- The Key to Future Competitive Advantage)
  2. Quality in Services and Transactions
  3. Service Performance Indicators (If It Is Important, It Must Be Measured)
  4. The Service Crisis

Transactional Six Sigma

  1. Introduction
  2. Define and Develop
  3. Measure and Trends
  4. Analyze and Innovate
  5. Embed

Designing for Transactional Services

  1. Axioms of Service Design
  2. Customer-Driven Transactional Processes
  3. Designing Transactional Services for Six Sigma
  4. Design and Optimize Service to Ensure Robust Service Package
  5. Implementing Six Sigma in Service Organizations
  6. Six Sigma in Services
  7. Six Sigma in Outsourcing
  8. Managing Human Capital

Index

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Six Sigma for Transactions and Service
by Praveen S. Goel, Praveen Gupta
Rajeev Jain, and Rajesh K. Tyagi

2005 555 pages $89.00 + shipping
Texas residents please add 7 % sales tax

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