Six SIgma for Transactions and Service

Part I. Service Quality benchmarks

Chapter 1: Roles of Services and Transactions in Global and U.S. Economy (Services -- The Key to Future Competitive Advantage)

Chapter 2: Quality in Services and Transactions

Chapter 3: Service Performance Indicators (If It Is Important, It Must Be Measured)

Chapter 4: The Service Crisis

Part II. Transactional Six Sigma

Chapter 5: Introduction

Chapter 6: Define and Develop

Chapter 7: Measure and Trends

Chapter 8: Analyze and Innovate

Chapter 9: Embed

Part III. Designing for Transactional Services

Chapter 10. Axioms of Service Design

Chapter 11: Customer-Driven Transactional Processes

Chapter 12: Designing Transactional Services for Six Sigma

Chapter 13: Design and Optimize Service to Ensure Robust Service Package

Chapter 14: Implementing Six Sigma in Service Organizations

Chapter 15: Six Sigma in Services

Chapter 16: Six Sigma in Outsourcing

Chapter 17: Managing Human Capital

APPENDIX

REFERENCES

INDEX

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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:

• A clear blueprint to money-saving, efficiency-enhancing service delivery and transaction processing
• Service-Sector-specific Define, Measure, Analyze, Innovate, and Embed (DMAIE), and Define, Measure, Analyze, Design and Optimize (DMADO) methodologies
• Innovative service operations design strategies aligned with corporate strategies
• Guidance and expert tips from Six Sigma Master Black Belts and Black Belts
• Valuable forms and scorecard

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:

• Develop quantitative assessments in hard-to-measure areas
• Apply process thinking in service context
• Apply new tools to find wasteful processes ripe for elimination
• Develop customer-driven transactional processes
• Build robustness into every aspect of the service package
• Optimize the company's transactional design
• Exceed customers expectations at reduced cost
• Document cost reductions, efficiency improvements, and customer satisfaction

Six Sigma for Transactions and Service offers exciting new opportunities to those looking to optimize every aspect of a bu