Service design for six sigma : a roadmap for excellence
A roadmap to consistent, high-quality service for any organization. A service is typically something created to serve a paying customer, whether internal or external. Some services consist of several processes linked together while others consist of a single process. This book introduces Design for Six Sigma (DFSS), an easy-to-master, yet highly effective data-driven method that prevents defects in any type of service process. The particular focus of this publication is service DFSS, which leads to what the authors term "a whole quality business," one that takes a proactive stance and gets thi
eBook, English, 2005
Wiley InterScience, Hoboken, NJ, 2005