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MAXIMIZE CUSTOMER-RELATED BUSINESS FUNCTIONS THROUGH SIX SIGMA
Six Sigma for Transactions and Service delivers a comprehensive roadmap to optimize customer-related business functions. Featuring how-to's for making systems such as customer billing, order processing, and call center management more cost-effective and truly "customer-centric," this reference provides the hands-on specifics required to create and implement self-sustaining -- even self-improving -- transactional and service strategies an practices.
Six Sigma for Transactions and Service provides:
ASSURE SIX SIGMA QUALITY IN SERVICE AND TRANSACTIONS:
Transactional Quality Benchmarks Service Operations, Corporations, and Industries * Service Performance Indicators * The Service Crisis * Transactional Six Sigma Define and Develop * Measures and Trends * Analyze and Innovate * Embed * Designing for Transactional Services Axioms of Service Design * Customer-Driven Transactional Processes * Designing Transactional Processes * Optimize the Service Design to Ensure a Robust Service Package * Transactional Business * Human Capital * Implementing TSS * Six Sigma in Transactional Processes
After achieving Six Sigma improvements in manufacturing and design comes an equally complex challenge: implementing Six Sigma in a business's transactional and service sectors.
Different tools, terminology, frameworks, and measurements will clearly be needed -- this is why leading Six Sigma and service operations experts prepared this detail-rich roadmap. Six Sigma for Transactions and Services provides the step-by-step guidance needed to transform these costly, crucial -- and far too often highly inefficient -- business processes.
This guide shows exactly how to design and optimize procedures and performance in areas traditionally resistant to both investigation and change. Readers will find the tools they need to:
Six Sigma for Transactions and Service offers exciting new opportunities to those looking to optimize every aspect of a bus
"synopsis" may belong to another edition of this title.
Rajeev Jain provides leadership in operational effectiveness and shareholder value improvement utilizing Six Sigma methodologies. He directs efforts in corporate development and international strategy for Hewitt Associates, a global human resources outsourcing and consulting firm. Instrumental in developing the organizational design and providing intellectual leadership for many performance enhancement initiatives at Hewitt, Mr. Jain is also a CPA (International), an MBA with specialization in strategy, and a Fellow of the Chartered Institute of Management Accountants and the Chartered Association of Certified Accountants. He lives in Hinsdale, Illinois.
Rajesh K. Tyagi is a visiting assistant professor at College of Commerce, DePaul University and adjunct assistant professor at Kellogg School of Management, Northwestern University. He teaches service operations management, operations management, and quality management and decision making for managers. Rajesh received his Ph. D. in Engineering from University of Ottawa, Canada, and his M. B. A. from the Kellogg School of Management, Northwestern University. He lives in Evanston, Illinois.
Six Sigma for Transactions and Service delivers a comprehensive roadmap to optimize customer-related business functions. Featuring how-to's for making systems such as customer billing, order processing, and call center management more cost-effective and truly "customer-centric," this reference provides the hands-on specifics required to create and implement self-sustaining -- even self-improving -- transactional and service strategies an practices.
Six Sigma for Transactions and Service provides:
ASSURE SIX SIGMA QUALITY IN SERVICE AND TRANSACTIONS:
Transactional Quality Benchmarks Service Operations, Corporations, and Industries * Service Performance Indicators * The Service Crisis * Transactional Six Sigma Define and Develop * Measures and Trends * Analyze and Innovate * Embed * Designing for Transactional Services Axioms of Service Design * Customer-Driven Transactional Processes * Designing Transactional Processes * Optimize the Service Design to Ensure a Robust Service Package * Transactional Business * Human Capital * Implementing TSS * Six Sigma in Transactional Processes
After achieving Six Sigma improvements in manufacturing and design comes an equally complex challenge: implementing Six Sigma in a business's transactional and service sectors.
Different tools, terminology, frameworks, and measurements will clearly be needed -- this is why leading Six Sigma and service operations experts prepared this detail-rich roadmap. Six Sigma for Transactions and Services provides the step-by-step guidance needed to transform these costly, crucial -- and far too often highly inefficient -- business processes.
This guide shows exactly how to design and optimize procedures and performance in areas traditionally resistant to both investigation and change. Readers will find the tools they need to:
Six Sigma for Transactions and Service offers exciting new opportunities to those looking to optimize every aspect of a business. This guide is exactly the right tool for building better performance into these critical customer-contact areas -- which will eventually translate into an improved bottom line, increased customer satisfaction, and greater over-all efficiency.
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