Six Sigma for Transactions and Service
by Praveen S. Goel

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. Six Sigma for Transactions and Service addresses those differences and provides a roadmap for impelementing "customer-centric" Six Sigma.

Contents

Service Quality Benchmarks

1. Roles of Services and Transactions in Global and U.S. Economy (Services -- The Key to Future Competitive Advantage)
2. Quality in Services and Transactions
3. Service Performance Indicators (If It Is Important, It Must Be Measured)
4. The Service Crisis

Transactional Six Sigma

5. Introduction
6. Define and Develop
7. Measure and Trends
8. Analyze and Innovate
9. Embed

Designing for Transactional Services

10. Axioms of Service Design
11. Customer-Driven Transactional Processes
12. Designing Transactional Services for Six Sigma
13. Design and Optimize Service to Ensure Robust Service Package
14. Implementing Six Sigma in Service Organizations
15. Six Sigma in Services
16. Six Sigma in Outsourcing
17. Managing Human Capital

Index

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