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Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions Hardcover – 1 Jul 2003


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Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions + The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to Nearly 100 Tools for Improving Quality and Speed: A Quick Reference Guide to 70 Tools for Improving Quality and Speed + Lean Six Sigma For Dummies
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Product details

  • Hardcover: 300 pages
  • Publisher: McGraw-Hill Professional (1 July 2003)
  • Language: English
  • ISBN-10: 9780071418218
  • ISBN-13: 978-0071418218
  • ASIN: 0071418210
  • Product Dimensions: 15.7 x 3.3 x 23.4 cm
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (7 customer reviews)
  • Amazon Bestsellers Rank: 123,151 in Books (See Top 100 in Books)

More About the Author

Michael George is a thought leader and executive advisor helping Global 1000 companies and U.S. Government agencies truly connect strategy to execution and process improvement. Mike founded George Group to help companies drive real improvement to shareholder value through the development and execution of critical strategic initiatives.

Mike began his career at Texas Instruments in 1964. In 1969, he founded the venture startup International Power Machines. He took the company public, and subsequently sold it to a division of Rolls Royce. This provided the resources to enable him to study the Toyota Production System and TQM at first hand in Japan.

His latest book, FAST INNOVATION, presents new ways to increase the success rate of innovations while dramatically reducing time-to-market. Mike also authored the bestselling WHAT IS LEAN SIX SIGMA, THE LEAN SIX SIGMA POCKET TOOLBOOK and LEAN SIX SIGMA FOR SERVICES.

Product Description

From the Back Cover

"How do I apply Lean Six Sigma in my service organization?"

This is a question many executives and managers are asking. With all the emphasis on using Lean Six Sigma in manufacturing environments, the need for a clear methodology for implementing these major quality improvement initiatives in service functions has been mainly overlooked--until now.

Lean Six Sigma for Service provides 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. Six Sigma expert Michael George reveals how easy it is to apply relatively simple statistical and Lean tools that will reduce costs and achieve greater speed in service processes.

It's no secret that service functions have a harder time applying Lean and Six Sigma principles. The manufacturing roots of these initiatives have made it unclear how to apply these tools to services; this book effortlessly makes that translation. Here, for the first time, you'll read about how classic Lean tools such as "Pull systems" and "setup reduction" are being used in procurement, call centers, surgical suites, government offices, R&D, and much more. You'll see why services are full of waste--and ripe for the benefits of Lean Six Sigma.

This book provides real-world examples from situations where the critical determinants of quality and speed are the flow of information and the interaction between people. The numerous case studies demonstrate how Lean Six Sigma can be used in service organizations just as effectively as in manufacturing--and with even faster results. You'll discover how to:

  • Integrate Lean and Six Sigma and apply them side by side
  • Become a customer-centered organization
  • Gain control over process complexity
  • Improve response time on signature services
  • Apply value-based management to project selection
  • Clean up your workspace
  • Develop supplier relationships

For guidance in deploying Lean Six Sigma in service organizations, reducing lead times, streamlining processes, and holding down costs, Lean Six Sigma for Services is the most complete, authoritative guide you can own.

"Lockheed Martin recognized that our business support processes have as much opportunity for improvement as our design and build areas. By applying Lean process speed and Six Sigma quality tools to marketing, legal, contract administration, procurement, etc. we have created a competitive advantage... The lessons learned and practical case studies contained in Lean Six Sigma for Service provide a road map which can create great value for customers, employees and shareholders."--Mike Joyce, Vice President, Lockheed Martin Operational Excellence

Deploy Lean Six Sigma in your service organization

Would you like to:

  • Reduce your company's service costs by 30 to 60 percent?
  • Improve service delivery time by 50 percent?
  • Expand capacity by 20 percent--without adding staff?

If you answered yes--and who wouldn't--then this is the book for you. Lean Six Sigma for Services reveals how to bring the miracle of Lean Six Sigma improvement out of manufacturing and into service functions. Michael George describes the basic elements of successful deployment, including insights from corporate leaders who have already "walked the talk" to accelerate your own journey.

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 necessary to blend Lean and Six Sigma to optimize services. You'll see how Lean Six Sigma can cut costs by reducing complexity; how to utilize its tools to provide better quality service; and how you can use shareholder value to drive project selection--without needing an MBA.

About the Author

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.


Inside This Book (Learn More)
First Sentence
Service operations now comprise more than 80% of the GDP in the United States and are rapidly growing around the world. Read the first page
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Customer Reviews

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Most Helpful Customer Reviews

27 of 28 people found the following review helpful By Mr. Ross Maynard VINE VOICE on 24 Feb. 2007
Format: Hardcover
Lean Six Sigma for Service provides an overview of how to implement lean and six sigma projects in service organisations. The book is clearly written and includes loads of case studies and covers issues such as the challenges faced in implementation; setting up the project; how your project teams should work; the importance of leadership commitment; and so on. It gives a high level overview of the challenges and requirements for success. For a book with "six sigma" in the title there is very little statistical detail. This makes is suitable for the novice, though a weakness for me is the lack detail of the tools and how to use them. You will need other books for that. Interestingly, most of the case studies emphasise the importance of using lean tools when getting started. Most of the successes seem to stem from process mapping, establishing flow, cutting down on WIP etc. There are few sigma based case studies. I guess that shows the importance of using lean to understand your processes, get them under control and standardise them, before you can use sigma processes to cut variation. Overall a good book. A little over long perhaps but excellent on the project management of lean and sigma.
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2 of 2 people found the following review helpful By Andy c on 24 Oct. 2012
Format: Hardcover Verified Purchase
I liked the book as a good explanation for how to implement L6Sigma into service organizations. There are a few typo's that need sorting and the PICK diagram on page 293 should say easy to implement instead of big to implement which caused some confusion when it was discussed in a recent workshop. Best for services such as call centres, maintenance centres, hotels rather than professional services or education. Good but needs updating with more recent case studies. I think it's over to Accenture for than one, as I believe that the George Group sold out to Accenture a few years back. Please update.
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3 of 3 people found the following review helpful By Mrs B. on 3 Aug. 2009
Format: Hardcover
One of the big problems with lean/six sigma is the continued reliance on manufacturing 'stories'. This book attempts (and achieves quite well), to start to get non-manufacturing personnel to understand and develop thier lean/six sigma strategies.
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2 of 2 people found the following review helpful By Felix Jimenez on 8 Mar. 2010
Format: Hardcover
Great to be used as reference to implement Lean in office environments. It also contains a very comprehensive guide about what Lean Six Sigma is about
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