Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions Paperback – January 1, 2003

I still am yet to put this into practice. However, I am set now for my college studies in the subject.

Lean Six Sigma defends the doubtful proposition that higher quality, higher speed and lower costs can be simultaneously designed into the key business processes of any company. The focus of this book is service companies, though many examples are from manufacturing companies. The author elegantly makes the argument; but adds a great deal of content that is more-or-less a technical HOW TO manual for doing Lean Six Sigma in the reader's own service organization. If you are more of a philosopher than an engineer, these passages may make you impatient. If you're an engineer, you will almost certainly want the companion handbook that the author has also published, focusing on the analytical tools. Through his very logical, thorough, precise and methodical narrative, the author transforms a doubtful proposition into an arguable one. Given the importance of the goal, that's a major accomplishment and well worth your devoted attention. It will have to be devoted, rather than casual, because the book is rather too long for philosophers like me. I learned more than I needed to know. Most of that length is for left brain people who are needed to implement Lean Six Sigma for Service. However, the right brain reader can get nicely grounded thanks to this book.

One of the challenges faced by an organization such as ours - a financial services/non-manufacturing organization - is translating the concepts of Lean Six Sigma into a format usable by its employees, as well as overcoming the natural inclination of employees to think of Lean Six Sigma (and other 'quality' initiatives) as only suitable for manufacturing.Michael George does an exceptional job of demonstrating how to apply Lean Six Sigma approaches to service organizations. His writing style is very easy to understand, and for the executive/manager, he provides a good overview.This book is pretty high level and conceptual, but is well worth the read for anyone looking at Lean SixSigma.

Brent0033 is an excellent seller. I wanted to gift this to an employee & was short on time. I asked the seller if he would be able to gift wrap it & he did a wonderful job of it. The packaging & shipping were right on time. 🌟🌟🌟🌟🌟s across the board.The book speaks for itself & uniquely enables the concepts & processes of the Demings theory to be applied intelligently in the service industry.

Sometimes it's difficult to translate production-type measurement tools into a service industry setting. Mr. George does this exceptionally well. The great thing about that is that when I'm trying to help someone who is not normally a Lean/Six Sigma user understand these concepts, he's done all the heavy work for me by concisely and clearly explaining why we do what we do and how it directly impacts them. A nice accompaniment is Mr. George's other book, The Lean Six Sigma Pocket Toolbook. It puts feet to these concepts and logically connects the artifacts to your project.

A must have for refining business practice, but don't look for excitement. More of the same, what more can I say.

This book was exactly what I needed to understand not only how to effectively tweak call center response time and processes but,a website as well! A little heady at parts even with having been surrounded by Six Sigma Green and Black Belts to help implement the improvements.

Targeted at upper management levels in non-manufacturing organizations,this book is nonetheless useful reading for anyone, at any level, who isconcerned their work or process flows could use improvement to be morecompetitive or increase margins. Drawing on the same basics the authorexplored in his earlier work, "Lean Six Sigma", George takes on theadditional hurdles posed by non-manufacturing groups, where what tomeasure in a service process in order to improve it is at least asimportant as the improvement methods themselves. Along with technicaldetails on such measurements, George also focuses on the personal impactssuch measurements may bring to the workforce in a service organization.Here is good thought-provoking reading, a prerequisite to taking eventhe first steps of improving one's organization's flows and processes.