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Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
McGraw-Hill Professional Search McGraw-Hill Professional by Michael L. George Search Michael L. George
Customer Reviews:
very practical
Excellent working examples make this book a useful tool for those trying to implement Lean Sigma in the service industry.
Good attempt for service
One of the big problems with lean/six sigma is the continued reliance on manufacturing 'stories'. This book attempts (and achieves quite well), to start to get non-manufacturing personnel to understand and develop thier lean/six sigma strategies.
Good overview of implementing lean sigma in services
Lean Six Sigma for Service provides an overview of how to implement lean and six sigma projects in service organisations. The book is clearly written and includes loads of case studies and covers issues such as the challenges faced in implementation; setting up the project; how your project teams should work; the importance of leadership commitment; and so on. It gives a high level overview of the challenges and requirements for success. For a book with "six sigma" in the title there is very little statistical detail. This makes is suitable for the novice, though a weakness for me is the lack detail of the tools and how to use them. You will need other books for that. Interestingly, most of the case studies emphasise the importance of using lean tools when getting started. Most of the successes seem to stem from process mapping, establishing flow, cutting down on WIP etc. There are few sigma based case studies. I guess that shows the importance of using lean to understand your processes, get them under control and standardise them, before you can use sigma processes to cut variation. Overall a good book. A little over long perhaps but excellent on the project management of lean and sigma.
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