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Lean Six Sigma for Service

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Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
by Michael George

Learn how to cut cost and achieve greater speed in service delivery process?

Lean Six Sigma for Service provides a service-based approach, explaining how companies of all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process. Six Sigma expert Michael George reveals how easy it is to apply relatively simple statistical and Lean tools that will reduce costs and achieve greater speed in service processes.

It’s no secret that service functions have a harder time applying Lean and Six Sigma principles. The manufacturing roots of these initiatives have made it unclear how to apply these tools to services; this book effortlessly makes that translation. Here, for the first time, you’ll read about how classic Lean tools such as “Pull systems” and “setup reduction” are being used in procurement, call centers, surgical suites, government offices, R&D, and much more. You’ll see why services are full of waste–and ripe for the benefits of Lean Six Sigma.


This book provides real-world examples from situations where the critical determinants of quality and speed are the flow of information and the interaction between people. The numerous case studies demonstrate how Lean Six Sigma can be used in service organizations just as effectively as in manufacturing–and with even faster results. You’ll discover how to:

• Become a customer-centered organization
• Gain control over process complexity
• Improve response time on signature services
• Apply value-based management to project selection
• Clean up your workspace
• Develop supplier relationships

Much of the U.S. economy is now based on services rather than manufacturing. Yet the majority of books on Six Sigma and Lean–today’s major quality improvement initiatives–explain only how to implement these techniques in a manufacturing environment.

Lean Six Sigma for Services fills the need for a service-based approach, explaining how companies of all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process.

Filled with case studies detailing dramatic service improvements in organizations from Lockheed Martin to Stanford University Hospital, this bottom-line book provides executives and managers with the knowledge they need to:

• Reduce service costs by 30 to 60 percent
• Improve service delivery time by 50 percent
• Expand capacity by 20 percent without adding staff

For guidance in deploying Lean Six Sigma in service organizations, reducing lead times, streamlining processes, and holding down costs, Lean Six Sigma for Services is the most complete, authoritative guide you can own.