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Design for six sigma for service / Kai Yang.
- Format:
- Book
- Author/Creator:
- Yang, Kai, author.
- Series:
- McGraw-Hill's AccessEngineering
- Language:
- English
- Subjects (All):
- Service industries--Management.
- Service industries.
- Six sigma (Quality control standard).
- Service industries--Quality control--Statistical methods.
- Quality control--Statistical methods.
- Quality control.
- Quality control--Standards.
- Consumer satisfaction--Statistical methods.
- Consumer satisfaction.
- Customer services--Management.
- Customer services.
- Marketing--Management.
- Marketing.
- Value analysis (Cost control).
- Branding (Marketing).
- Creative thinking.
- Inventions.
- Theory of constraints (Management).
- Genre:
- Electronic books.
- Physical Description:
- 1 online resource
- Edition:
- First edition.
- Place of Publication:
- New York, N.Y. : McGraw-Hill Education, [2005]
- Language Note:
- In English.
- Biography/History:
- Contributor biographical information: http://www.loc.gov/catdir/enhancements/fy0625/2005050471-b.html
- Summary:
- "Design for Six Sigma for Service provides hardcore optimization strategies for essential customer-contact business environments. For serious quality professionals determined to bring excellence to the most challenging organizational structures, this book is the perfect tool."--Jacket.
- Contents:
- Ch. 1. Six sigma in service organizations
- Ch. 2. Design for six sigma road map for service
- Ch. 3. Value creation for service product
- Ch. 4. Customer survey design, administration, and analysis
- Ch. 5. Customer value management
- Ch. 6. Quality function deployment
- Ch. 7. Value engineering
- Ch. 8. Brand development and brand strategy
- Ch. 9. Theory of inventive problem solving (TRIZ)
- Ch. 10. Design and improvement of service processes
- process management
- Ch. 11. Statistical basics and six sigma metrics
- Ch. 12. Theory of constraints.
- Notes:
- Print version c2005.
- Includes bibliographical references and index.
- Electronic reproduction. New York, N.Y. : McGraw Hill, 2005. Mode of access: World Wide Web. System requirements: Web browser. Access may be restricted to users at subscribing institutions.
- Description based on cover image and table of contents, viewed on April 22, 2007.
- Contains:
- Six sigma in service organizations.
- Design for six sigma road map for service.
- Value creation for service product.
- Customer survey design, administration, and analysis.
- Customer value management.
- Quality function deployment.
- Value engineering.
- Brand development and brand strategy.
- Theory of inventive problem solving (TRIZ)
- Design and improvement of service processes--process management.
- Statistical basics and six sigma metrics.
- Theory of constraints.
- Other Format:
- Print version: Design for six sigma for service.
- ISBN:
- 0071445552 (print-ISBN)
- 0071471693
- 9780071445559
- OCLC:
- 166422790
- Access Restriction:
- Restricted for use by site license.
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