TY  - BOOK
AU  - George,Michael L.
TI  -  Lean Six Sigma for service : : How to use Lean Speed and Six Sigma Quality to improve services and transactions 
SN  - 0-07-141821-0
U1  - 658.5620 
PY  - 2003///
CY  - Nueva York
PB  - McGraw-Hill
KW  -  CONTROL DE CALIDAD
KW  - METODOS ESTADISTICOS
KW  -  EFECTIVIDAD ORGANIZACIONAL
N2  - Much of the U.S. economy is now based on services rather than manufacturing. Yet the majority of books on Six Sigma and Lean--today's major quality improvement initiatives--explain only how to implement these techniques in a manufacturing environment.

Lean Six Sigma for Services fills the need for a service-based approach, explaining how companies of all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process.

Filled with case studies detailing dramatic service improvements in organizations from Lockheed Martin to Stanford University Hospital, this bottom-line book provides executives and managers with the knowledge they need to:

Reduce service costs by 30 to 60 percent
Improve service delivery time by 50 percent
Expand capacity by 20 percent without adding staff
ER  -