(PDF) [Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions] ☆ Michael George

S not the first review but in today s context the value and relevance of this book is in uestion George does a nice job of describing the processes and its application at Lockheed Martin and Bank One Those Descriptions Cement His Credibility That He cement his credibility he has this work However they do not shed light on what that work actually was I found this book surprisingly conceptual and technical with limited applications and actual examples illustrations of the principles yes but this is what we did not so muchThe success story vignettes are written at such a high level as to categorize the scale of benefits that Lockheed Martin and Bank One achieved It would have been much better for George to go deep on one project show a worked example and create value for the reader The success stories themselves also focus on back office activities invoicing etc which while a role for these techniue are not the areas that will get breakthrough service levelsThese are weaknesses as that experience is definitely there but it does not come out in the book When it was written than 5 years ago the author may have been concerned about revealing too much and devaluating his consulting practice But now with people coming round to wanting to understand and implement this is not a book for themThere are other little things that are interesting gaps in the book On a subject matter basis there is no mention of Motorola s role in creating and deploying six sigma From the books perspective only the people that Mr George worked with were the creators and the innovators That is unfortunate Another gap is the lack of discussion about information technology and the role that this plays Even in 2003 IT had a role to play in Six Sigma and lean particularly at an enterprise scale but the book is mute on these thingsSo if you are looking for a general discussion of these concepts then this is as good as any other book However if you want to understand how to do these techniues and apply them to service you will need to look elsewhere. Rvice improvements in organizations from Lockheed Martin to Stanford University Hospital this bottom line book provides executives and managers with the nowledge they need to Reduce service costs by to percent Improve service delivery time by percent Expand capacity by percent without adding staf. It opened my eyes to how Lean works in the area of services and provided ideas as to how to implement the process for and provided ideas as to how to implement the process for scenarios I liked the book as a good explanation for how to implement L6Sigma into service organizations There are a few typo s that need sorting and the PICK diagram on page 293 should say easy to implement instead of big to implement which caused som Another good reference book on the subject of six sigma as it pertains to service organizations Lean Six Sigma defends the doubtful proposition that higher uality higher speed and lower costs can be simultaneously designed into the ey 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 or less a technical HOW TO manual for doing Lean Six Sigma in the reader s own service organization If you are of a philosopher than an engineer these passages may make you impatient If you re an engineer you will almost certainly want these passages may make you impatient If you re an engineer you will almost certainly want 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 than I needed to now 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 Great introduction to this fascinating subject It s ok but not great Little new and insights into application in a transactional world were light weight It could have been a great reference but isn t Arrived as described would buy from this seller again One of the challenges faced by an organization such as Bring the miracle of Lean Six Sigma improvement out of manufacturing and into services Much of the US economy is now based on services rather than manufacturing Yet the majority of books on Six Sigma and Lean today's major uality improvement initiatives explain only how to implement these techniue. .
Urs a financial servicesnon manufacturing organization is translating the concepts of Lean Six Sigma into a format usable by its employees as translating the concepts of Lean Six Sigma into a format usable by its employees as as overcoming the natural inclination of employees to think of Lean Six Sigma and other uality initiatives as only suitable for manufacturingMichael 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 executivemanager he provides a good " to service organizations His writing style is very easy to understand and for the executivemanager he provides a good book is pretty high level and conceptual but is well worth the read for anyone looking at Lean SixSigma I purchased this book because I am thinking about taking the course to get a better grasp on my service agency operations I do not expect to be a Lean Six Sigma pro after reading this book but I did expect to get a little bit of an understanding of it once reading I did not so I did not finish it and I am returning it It is too technical for a beginner and most of the concepts are just not explained very well I ve seen PowerPoint presentations on the topic that explained the subject much better even if you don t

Have A Yellow Gree 
a yellow gree black belt I understand that maybe the author does not want to give too much info if you haven t taken the course but reading still felt like a waste of my time and money Great book very helpful Thank you for this book I agree with the other reviewer that this book is too repetitive and not particularly ground breaking I would only recommend this to a completely novice Lean Six Sigma practitioner Lean Six Sigma for Service is a topic of increasing importance and economic and competitive factors reuire us all to make a difference rather than just doing with less That distinction is at the heart of Michael George s book and central to his idea of putting both Lean and Six Sigma practices together This is a good introductory text for understanding both techniues and how they can work togetherLean Six Sigma for Service has been out since 2003 so this S 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 se. Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions