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Lean Six SIGMA for Service: How to Use Lean Speed and Six SIGMA Quality to Improve Services and Transactions
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Lean Six SIGMA for Service: How to Use Lean Speed and Six SIGMA Quality to Improve Services and Transactions

3.69  ·  Rating details ·  362 ratings  ·  18 reviews
Bring the miracle of Lean Six Sigma improvement out of manufacturing and into services

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
Hardcover, 400 pages
Published July 15th 2003 by McGraw-Hill Education (first published June 24th 2003)
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Average rating 3.69  · 
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 ·  362 ratings  ·  18 reviews

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Samson Blackwell
Oct 10, 2009 rated it it was ok
Shelves: business
This is a great book for anyone who seeks a better understanding of how the principles of these two philosophies can be combined in the context of service. It boils down to one fundamental truth: it's all about the people.
Feb 16, 2011 rated it liked it
Useful information presented reasonably clearly but, like many business books, the art of writing has been overlooked. It was, at times, painful to slog through poorly constructed paragraphs.
Sep 10, 2008 rated it really liked it
Many people, especially in government sectors, look down on LSS due to its manufacturing genesis. George demonstrates how you can apply Continuous Process improvement tools to non-manufacturing organizations to increase efficiency and decrease costs. Highly recommended for anyone who is looking to improve their methadology in a non-manufacturing field.
Sunny Jaggi
Dec 02, 2017 rated it liked it
Lean Six Sigma for Service gives a realistic insight on approaches and challenges that are related with implementing Lean Six Sigma methodology in service operations. I found this book very useful for understanding the pain points which are normally not covered in a Lean Six Sigma course, such as the significance of buy-in from leadership when rolling out a change in the organization. Lean Six Sigma in service operations is very different from its typical application in manufacturing- the ...more
Anastasia Sidorova
Непонятная книга и не очень понятно для кого написана. Если для тех кто знаком с LSS (Lean Six Sigma) - то им будет просто скучно, ничего нового книга не привносит. Если для тех, кто только познакомился с методами LSS, то им будет тяжело читать из-за обилия терминов, которые нигде не объясняются.
Кстати, термины все переведены на русский язык. Особенно тяжело воспринимать Шесть сигма + бережливое производство. Наверное, можно было бы на треть сократить книгу, если просто писать LSS. Если вы
Ожидал от книги совсем иного — надеялся содержательно узнать про lean+six sigma , best practices по внедрению, опять же содержательному, но книга не про это. Книга наполовину состоит из хвалы методике subj и наполовину из очень общих рекомендаций по внедрению, напримр, что должно быть не менее 1% черных поясов в компании и т.д.
В общем,если бы я все знал про содержание lean+six sigma и мне надо было только получить пару советов как это внедрить на предприятии уровня газпрома, то я нашел бы много
Levi Borba
Feb 12, 2019 rated it it was amazing
The book shows a lot of tools and valuable content. There are only few minor problems that makes me give only 3 stars: 1st - It focus only in huge corporations, while the content directed to small business is marginal. 2nd - It is badly written. The style (and the amount of grammar and ortographic mistakes) makes it a bit tiresome to read.
Jan 29, 2019 rated it really liked it  ·  review of another edition
The book is really informative and useful if you have a strong background on industry specific terms being discussed in every chapter. This would really be useful for Lean Six Sigma practitioners who are looking forward to apply artificial intelligence in reducing variations and maximizing profit.
Denis Scholokov
Есть интересные моменты, но, в целом, книга малоинформативна.
Steve Feaster
The content is good, but dry as toast. I suppose that's inevitable.
Mar 11, 2017 rated it liked it
This review has been hidden because it contains spoilers. To view it, click here.
Steve Whiting
Feb 17, 2016 rated it really liked it
A good guide on the application of LSS to service activities, rather than the manufacturing world, where it is already well known.

The book won't go anywhere near teaching LSS - techniques are referenced, but not particularly explained. The case studies are useful, but really could have used both more detail, and a wider spread of cases.

All in all, it's well worth a read, but get an understanding of LSS first.
Aaron Bolin
Jun 14, 2012 rated it really liked it
Shelves: business
This book is a quality summary of the six sigma process with examples. I liked the book and learned a lot, but it isn't really a stand-alone volume. That is, you couldn't read this book and get enough information to go out and start running improvement teams. Even so, this is a good first step on the process improvement journey.
Diana Muresan
Mar 10, 2017 rated it really liked it
Tackles a technical topic and breaks it down to where it's pretty simple. Great book for skimming on this topic.
Tracie Thompson
Aug 20, 2008 rated it really liked it
This book is for work. It applies very well to what I do and is making an impact on how I do my job already.
Dec 19, 2014 rated it liked it
I would like an updated version of this book along with more focus on customer service with the public.
Tom Frohne
rated it it was amazing
Feb 24, 2015
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Sep 25, 2014
Anita S. Musumeci
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Nov 03, 2015
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Catherine Estrada
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Jan 28, 2014
elene monroe
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Oct 30, 2017
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Michael L. George is founder and President of The George Group, the largest Lean Six Sigma consulting practice in the United States. He wrote the successful and influential Lean Six Sigma, also published by McGraw-Hill.

Source: Bookish
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