Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service sectors. However, business-specific issues such as customer billing, order processing, and call center management require a modified set of problem-solving and analytical tools. This resource addresses those differences and provides a roadmap for impelementing qcustomer-centricq Six Sigma. Contents: Transactional Quality Benchmarks: Service Operations, Corporations and Industries * ServicePerformance Indicators * The Service Crisis * TransactionalSix Sigma: Define and Develop, Measure and Trends, Analyze and Improve, Embed * Designing for TransactionalServices: Actions of Service Design * Customer DrivenTransactional Processes * Designing TransactionalProcesses * Optimize the Service Design to Ensure aRobust Service Package * Transactional Business *Human Capital * Implementing TSS, Six Sigma inTransactional Processes... prioritization of customer needs and, 347a349 business intelligence, 4 1 business management, predictive, 410- 412 ... 12 characteristics of services, 125 a127 Charles Schwab, 62, 156-157, 158, 163 Charnes, A., 189 Chase Manhattan, 417 check payment processing, 45a52, 46, 47, 48 ACH type, 50 debit card transactions in, 50 EBT type, 50 Electronic Payment Instruments Study (EPIS), 48-51, anbsp;...
Title | : | Six Sigma for transactions and service |
Author | : | Parveen S. Goel, Praveen Gupta |
Publisher | : | McGraw-Hill Professional - 2005 |
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