000 06449cam a22005771i 4500
001 9781003049494
003 FlBoTFG
005 20220531132326.0
006 m d
007 cr |||||||||||
008 210118s2021 nyua ob 001 0 eng d
040 _aOCoLC-P
_beng
_erda
_epn
_cOCoLC-P
020 _a9781000356847
_q(ePub ebook)
020 _a1000356841
020 _a9781000356809
_q(PDF ebook)
020 _a1000356809
020 _a9781003049494
_q(ebook)
020 _a1003049494
020 _a9781000356823
_q(electronic bk. : Mobipocket)
020 _a1000356825
_q(electronic bk. : Mobipocket)
020 _z9780367503277 (hbk.)
024 8 _a10.4324/9781003049494
_2doi
035 _a(OCoLC)1242733284
035 _a(OCoLC-P)1242733284
050 4 _aHD62.15
072 7 _aBUS
_x053000
_2bisacsh
072 7 _aBUS
_x070050
_2bisacsh
072 7 _aTDP
_2bicssc
082 0 4 _a658.4013
_223
100 1 _aMartin, James W.
_q(James William),
_d1952-
_eauthor.
245 1 0 _aLean Six Sigma for the office :
_bintegrating customer experience for enhanced productivity /
_cJames W. Martin.
250 _aSecond edition.
264 1 _aNew York :
_bProductivity Press,
_c2021.
300 _a1 online resource :
_billustrations (black and white)
336 _atext
_2rdacontent
336 _astill image
_2rdacontent
337 _acomputer
_2rdamedia
338 _aonline resource
_2rdacarrier
500 _aPrevious edition: 2009.
500 _a<P><STRONG>Contents</STRONG></P><P></P><P>Introduction ......................................................................................... xiii</P><P>About the Author .............................................................................. xxvii</P><B><P></P><P>STEP 1 Align Improvement Opportunities</P><P></P><P>Chapter 1 </B>Strategy Alignment ............................................................. 3</P><B><P>Chapter 2 </B>Project Identification ....................................................... 51</P><B><P>Chapter 3 </B>Lean Six Sigma Basics ...................................................... 83</P><B><P></P><P>STEP 2 Plan and Conduct the Rapid Improvement Event</P><P></P><P>Chapter 4 </B>Rapid Improvement Events ............................................ 135</P><B><P>Chapter 5 </B>Data Collection and Analysis ........................................ 167</P><B><P>Chapter 6 </B>Process Improvement ..................................................... 225</P><B><P></P><P>STEP 3 Implementing Solutions</P><P></P><P>Chapter 7 </B>Building a Case for Change ........................................... 259</P><B><P>Chapter 8 </B>Implementing Solutions ................................................. 277</P><B><P>Chapter 9 </B>Organizational Change .................................................. 303</P><P></P><P>Index .................................................................................................... 339</P>
520 _aHistorically, the integration of manufacturing methodologies into the office environment has proven to be problematic. Part of the difficulty lies in the fact that process workflows tend to be globally dispersed and thus rely heavily on information technology. But in complex service systems that contain a mix of employees, consultants, and technology, standardized protocols have been shown to reduce cycle time and transactional cost as well as improve quality. The successful application of Lean methodologies to improve process workflows is an efficient way to simplify operations and prevent mistakes. In Lean Six Sigma for the Office , Six Sigma guru James Martin presents proven modifications that can be deployed in offices, particularly those offices involved with global operations. Making use of Kaizen and Six Sigma concepts, along with Lean manufacturing principles, this book instructs managers on how they can improve operational efficiency and increase customer satisfaction. The author brings experience gleaned from his application of these methodologies in a myriad of industries to create a practical and hands-on reference for the office environment. Using a detailed sequence of activities, including over 140 figures and tables as well as checklists and evaluation tools, he demonstrates how to realize the rapid improvement of office operations, and how to eliminate unnecessary tasks through value stream mapping (VSM). The book also emphasizes the importance of strategic alignment of Kaizen events and the impact of organizational culture on process improvement activities. Latter chapters in the book discuss key elements of a change model in the context of transitional improvements as they relate to the process owner and local work team. By applying the proven principles found in this book, effective and sustainable organizational change can be accomplished, efficiency can be improved, and mistakes can be eliminated. This 2nd edition provides insight into the new tools and methods Lean Six Sigma process improvement professionals need to improve customer experience and increase productivity within high transaction processes across complex information technology ecosystems. It is one-stop self-contained reference for the application of Lean Six Sigma methods enhanced by powerful approaches for process improvement in highly complex service processes. Several new leading-edge topics are integrated into this new edition, such as: The "voice of customers, suppliers, employees and partners Design Thinking Alignment Ecosystems in Information Technology Metadata Definition and Lineage Information Quality Governance Big Data Collection and Analytics Mapping High Volume Transactions through Systems Robotic Process Automation Applications Automating for Solution Sustainability Governing Organizations Data Privacy (General Data Protection Regulation)
588 _aOCLC-licensed vendor bibliographic record.
650 0 _aTotal quality management.
650 0 _aSix sigma (Quality control standard)
650 0 _aOffice management.
650 0 _aService industries
_xQuality control.
650 7 _aBUSINESS & ECONOMICS / Quality Control
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Industries / Manufacturing Industries
_2bisacsh
856 4 0 _3Taylor & Francis
_uhttps://www.taylorfrancis.com/books/9781003049494
856 4 2 _3OCLC metadata license agreement
_uhttp://www.oclc.org/content/dam/oclc/forms/terms/vbrl-201703.pdf
999 _c70799
_d70799