Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions

This book is exceedingly helpful in explaining sometimes difficult concepts and providing an integrated, practical framework with which to implement the Lean Six Sigma methodology within a service business. I bought a copy for each of my key staff members and we worked through it together, profiting greatly from the experience.

Lean Six Sigma defends the doubtful proposition that higher quality, higher speed and lower costs can be simultaneously designed into the key business processes of any company. The focus of this book is service companies, though many examples are from manufacturing companies. The author elegantly makes the argument; but adds a great deal of content that is more-or-less a technical HOW TO manual for doing Lean Six Sigma in... Read Full Review

The author has established his credentials with a number of books on both lean manufacturing (a Toyota innovation) and 6-Sigma, with a body of work that spans and integrates both approaches. This is the first book I've come across that employs lean principles in services, and is unique in that it integrates 6-Sigma as well.The approach set forth is achievable if there is management commitment to perform. The benefits of using... Read Full Review

"Lockheed Martin is driving operating excellence in all work that we do. We 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 all elements of work, such as marketing, legal, contract administration, procurement, etc., we can drive competitive advantage. The lessons learned and practical case... Read Full Review