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
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
Bibliography
Includes bibliographical references (pages 431-435) and index
