Lean sigma methods and tools for service organizations: the story of a cruise line transformation / Jaideep Motwani, Rob Ptacek, and Richard Fleming.
2012
TS156.6 .M675 2012
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Details
Title
Lean sigma methods and tools for service organizations: the story of a cruise line transformation / Jaideep Motwani, Rob Ptacek, and Richard Fleming.
Author
Motwani, Jaideep.
Edition
1st ed.
ISBN
9781606494073 (pbk.)
9781606494080 (electronic bk.)
9781606494080 (electronic bk.)
Publication Details
[New York, N.Y.] (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2012.
Language
English
Description
1 electronic text (125 p.) : digital file.
Item Number
10.4128/9781606494080 doi
Call Number
TS156.6 .M675 2012
Dewey Decimal Classification
658.562
Summary
Every business aspires to be competitive and profitable in their markets. To do this, an organization needs to offer customers value propositions, whether it is manifest in the product they produce or in the service they provide. This in turn will create customer loyalty and growth. There are a number of organizational philosophies and strategies used by businesses to help accomplish this goal, among which are the concepts of Six-Sigma and Lean. Both are widely recognized and implemented, and both have been successful in improving value propositions of a variety of organizations, mostly in manufacturing concerns. Lean Sigma Methods and Tools for Service Organizations proposes to integrate the best practices from each of these philosophies and apply them to a customer-focused organization--a cruise ship--whose overriding mission is to deliver superior service to its customers. The authors demonstrate in this book how key components of both Six-Sigma and Lean, such as identifying and removing defects, elimination of waste, metrics, speed of delivery, and the seamless integration of these concepts and practices throughout the operation, serve to enhance the kind of value propositions that customers recognize and which allows the organization to be successful.
Note
Part of: 2012 digital library.
Bibliography, etc. Note
Includes bibliographical references (p. [121]) and index.
Access Note
Access limited to authorized users.
Available Note
Also available in print.
System Details Note
Mode of access: World Wide Web.
System requirements: Adobe Acrobat reader.
System requirements: Adobe Acrobat reader.
Source of Description
Title from PDF t.p. (viewed on November 28, 2012).
Added Author
Ptacek, Rob.
Fleming, Richard.
Fleming, Richard.
Series
2012 digital library.
Service systems and innovations in business and society collection.
Service systems and innovations in business and society collection.
Available in Other Form
Print version: 9781606494073
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Table of Contents
1. The lean sigma for service challenge
2. Identification and understanding of lean sigma implementation
3. Lean sigma methods and tools, basic concepts
4. Comparing manufacturing and service environments
5. Key enablers, policy deployment, accountability sessions, employee training and involvement, and lean sigma tool selection and application
6. Analysis of the current state
7. Application of lean sigma tools and results
8. Making cultural transitions
9. Achieving, sustaining, and celebrating success
References
Index.
2. Identification and understanding of lean sigma implementation
3. Lean sigma methods and tools, basic concepts
4. Comparing manufacturing and service environments
5. Key enablers, policy deployment, accountability sessions, employee training and involvement, and lean sigma tool selection and application
6. Analysis of the current state
7. Application of lean sigma tools and results
8. Making cultural transitions
9. Achieving, sustaining, and celebrating success
References
Index.