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Bring the miracle of Lean Six Sigma improvement out of manufacturing and into services
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
- Sales Rank: #25552 in Books
- Published on: 2003-07-15
- Original language: English
- Number of items: 1
- Dimensions: 9.30" h x 1.30" w x 6.40" l, 1.60 pounds
- Binding: Hardcover
- 400 pages
From the Back Cover
"How do I apply Lean Six Sigma in my service organization?"
This is a question many executives and managers are asking. With all the emphasis on using Lean Six Sigma in manufacturing environments, the need for a clear methodology for implementing these major quality improvement initiatives in service functions has been mainly overlooked--until now.
Lean Six Sigma for Service provides 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. Six Sigma expert Michael George reveals how easy it is to apply relatively simple statistical and Lean tools that will reduce costs and achieve greater speed in service processes.
It's no secret that service functions have a harder time applying Lean and Six Sigma principles. The manufacturing roots of these initiatives have made it unclear how to apply these tools to services; this book effortlessly makes that translation. Here, for the first time, you'll read about how classic Lean tools such as "Pull systems" and "setup reduction" are being used in procurement, call centers, surgical suites, government offices, R&D, and much more. You'll see why services are full of waste--and ripe for the benefits of Lean Six Sigma.
This book provides real-world examples from situations where the critical determinants of quality and speed are the flow of information and the interaction between people. The numerous case studies demonstrate how Lean Six Sigma can be used in service organizations just as effectively as in manufacturing--and with even faster results. You'll discover how to:
- Integrate Lean and Six Sigma and apply them side by side
- Become a customer-centered organization
- Gain control over process complexity
- Improve response time on signature services
- Apply value-based management to project selection
- Clean up your workspace
- Develop supplier relationships
For guidance in deploying Lean Six Sigma in service organizations, reducing lead times, streamlining processes, and holding down costs, Lean Six Sigma for Services is the most complete, authoritative guide you can own.
"Lockheed Martin 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 marketing, legal, contract administration, procurement, etc. we have created a competitive advantage... The lessons learned and practical case studies contained in Lean Six Sigma for Service provide a road map which can create great value for customers, employees and shareholders."--Mike Joyce, Vice President, Lockheed Martin Operational Excellence
Deploy Lean Six Sigma in your service organization
Would you like to:
- Reduce your company's service costs by 30 to 60 percent?
- Improve service delivery time by 50 percent?
- Expand capacity by 20 percent--without adding staff?
If you answered yes--and who wouldn't--then this is the book for you. Lean Six Sigma for Services reveals how to bring the miracle of Lean Six Sigma improvement out of manufacturing and into service functions. Michael George describes the basic elements of successful deployment, including insights from corporate leaders who have already "walked the talk" to accelerate your own journey.
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 necessary to blend Lean and Six Sigma to optimize services. You'll see how Lean Six Sigma can cut costs by reducing complexity; how to utilize its tools to provide better quality service; and how you can use shareholder value to drive project selection--without needing an MBA.
About the Author
Michael L. George is founder and President of The George Group, the largest Lean Six Sigma consulting practice in the United States. He wrote the successful and influential Lean Six Sigma, also published by McGraw-Hill.
Most helpful customer reviews
58 of 63 people found the following review helpful.
The Best of Both Worlds
By Robert Morris
The last time I checked, Amazon and its online partner Borders offer more than 600 different books on the subject of Six Sigma. Presumably hundreds of millions of dollars are spent each year on consulting services, training programs and materials, workshops, seminars, etc. in what continues to be a remarkably active area of business initiative. That said, it should be added that a substantial percentage of Six Sigma or comparable process improvement initiatives fail, many within 60-90 days after launch. (Percentage estimates vary.) By now I have become convinced that the most valuable business books are written in response to especially important questions. For example, Jim Collins' two books: "How to build an organization that will last?" and "How can a good or even mediocre company become great?" Here is the question posed by Michael George: "How to conquer complexity and achieve major cost reductions by using Lean speed and Six Sigma quality to improve services and transactions?"
In essence, Lean Six Sigma for services is a business improvement methodology that maximizes shareholder value by achieving the fastest possible rate of improvement in customer satisfaction, cost, quality, process speed, and invested capital. Presumably George agrees that it would be a fool's errand to read his book (or any other), then charge ahead with implementing all of the recommendations it makes. With all due respect to what can be learned from organizations such as Lockheed Martin, Bank One's National Enterprise Operations group, Stanford Hospital Clinics, the City of Fort Worth, and Caterpillar, Inc. (all of which George rigorously examines), the fact remains that they and all other organizations (regardless of size or nature) are unique in terms of their culture, needs, interests, available resources, etc. George wrote this book inorder to help his readers to understand:
1. How to apply Lean tools to achieve greater speed in service processes
2. How to integrate Lean and Six Sigma
3. How to use shareholder (or stakeholder) value to drive project selection
4. How to to use Lean Six Sigma to cut costs by reducing complexity
To me, the key point is to understand what both Six Sigma and Lean offer to organizations which heavily rely on the services they provide and then -- with meticulous care -- formulate an appropriate "game plan" which will enable the given organization to achieve its desired objectives. Hence the great importance and value of George's counsel when formulating such a plan, then implementing it while making necessary modifications along the way.
More a quibble than a complaint, I wish George had devoted somewhat more attention to the subject of measurement. True, he identifies basic metrics of deployment and affirms the importance of establishing baselines; however, he only briefly discusses tools such as the Pareto chart, FMEA, and Gage R&R.
That said, I strongly recommend this book. Credit George with explaining quite effectively how and why Lean and Six Sigma are complementary and, when properly combined, how and why they create a business improvement methodology that maximizes shareholder value by achieving the fastest possible rate of improvement in customer satisfaction, cost, quality, process speed, and invested capital.
Those who share my high regard for this book are urged to check out George's Conquering Complexity in Your Business: How Wal-Mart, Toyota, and Other Top Companies Are Breaking Through the Ceiling on Profits and Growth and his more recently published book, Fast Innovation: Achieving Superior Differentiation, Speed to Market, and Increased Profitability. Also, Frederick Reichheld's The Ultimate Question: Driving Good Profits and True Growth, Barbara Bund's The Outside-In Corporation: How to Build a Customer-Centric Organization for Breakthrough Results and Jason Jennings' Think Big, Act Small: How America's Best Performing Companies Keep the Start-up Spirit Alive as well as Robert Kaplan and David Norton's The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment.
13 of 13 people found the following review helpful.
More exposition of author expertise than examples of applications
By Mark P. McDonald
Lean Six Sigma for Service is a topic of increasing importance and economic and competitive factors require us all to make a difference rather than just doing more with less. That distinction is at the heart of Michael George's book and central to his idea of putting both Lean and Six Sigma practices together. This is a good introductory text for understanding both techniques and how they can work together.
Lean Six Sigma for Service has been out since 2003 so this is not the first review but in today's context the value and relevance of this book is in question. George does a nice job of describing the processes and its application at Lockheed Martin and Bank One. Those descriptions cement his credibility that he has done this work. However they do not shed light on what that work actually was. I found this book surprisingly conceptual and technical with limited applications and actual examples - illustrations of the principles yes - but this is what we did not so much.
The success story vignettes are written at such a high level as to categorize the scale of benefits that Lockheed Martin and Bank One achieved. It would have been much better for George to go deep on one project, show a worked example and create value for the reader. The success stories themselves also focus on back office activities (invoicing etc) which while a role for these technique are not the areas that will get breakthrough service levels.
These are weaknesses as that experience is definitely there but it does not come out in the book. When it was written more than 5 years ago, the author may have been concerned about revealing too much and devaluating his consulting practice. But now with people coming round to wanting to understand and implement, this is not a book for them.
There are other little things that are interesting gaps in the book. On a subject matter basis there is no mention of Motorola's role in creating and deploying six sigma. From the books perspective only the people that Mr. George worked with were the creators and the innovators. That is unfortunate. Another gap is the lack of discussion about information technology and the role that this plays. Even in 2003, IT had a role to play in Six Sigma and lean - particularly at an enterprise scale, but the book is mute on these things.
So, if you are looking for a general discussion of these concepts then this is as good as any other book. However, if you want to understand how to do these techniques and apply them to service you will need to look elsewhere.
0 of 0 people found the following review helpful.
This is a really well written prescriptive documentary of the ...
By Russell Stephens
This is a really well written prescriptive documentary of the application of Lean Six Sigma. Unfortunately, I purchased the Kindle version but I am unable to view the Graphs and illustrations that accompany the text.
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