000			04745cam a22004098i 4500
001			21740978
003			CSPC
005			20250904152618.0
008			201001s2021 flu b 001 0 eng
010			_a 2020043688
020			_a9780367503277 _q(hardback)
035			_a21740978
040			_aDLC _beng _erda _cDLC _dCSPC
042			_apcc
050	0	0	_aHD62.15 _b.M3744 2021
082	0	0	_a658.4013 _bM363l _223
100	1		_aMartin, James W. _q(James William), _d1952- _eauthor.
245	1	0	_aLean six sigma for the office : _bintegrating customer experience for enhanced productivity / _cJames William Martin.
250			_a2nd edition.
263			_a2103
264		1	_aBoca Raton, Florida ; _aAbingdon, Oxon : _bRoutledge, _c2021.
300			_axxviii, 344 pages ; _c24 cm.
336			_atext _btxt _2rdacontent
337			_aunmediated _bn _2rdamedia
338			_avolume _bnc _2rdacarrier
504			_aIncludes bibliographical references and index.
505	0		_aSept 1. Align improvement opportunities -- Strategy alignment -- Project identification -- Lean six sigma basics -- Step 2. Plan and conduct the rapid improvement event -- Rapid improvement events -- Data collection and analysis -- Process improvement -- Step 3. Implementing solutions -- Building a case for change -- Implementing solutions -- Organizational change.
520			_a"Historically, the integration of manufacturing methodologies into the office environment has proven to be problematic. Part of the difficulty lies in the fact that process workflows tend to be globally dispersed and thus rely heavily on information technology. But in complex service systems that contain a mix of employees, consultants, and technology, standardized protocols have been shown to reduce cycle time and transactional cost as well as improve quality. The successful application of Lean methodologies to improve process workflows is an efficient way to simplify operations and prevent mistakes. In Lean Six Sigma for the Office , Six Sigma guru James Martin presents proven modifications that can be deployed in offices, particularly those offices involved with global operations. Making use of Kaizen and Six Sigma concepts, along with Lean manufacturing principles, this book instructs managers on how they can improve operational efficiency and increase customer satisfaction. The author brings experience gleaned from his application of these methodologies in a myriad of industries to create a practical and hands-on reference for the office environment. Using a detailed sequence of activities, including over 140 figures and tables as well as checklists and evaluation tools, he demonstrates how to realize the rapid improvement of office operations, and how to eliminate unnecessary tasks through value stream mapping (VSM). The book also emphasizes the importance of strategic alignment of Kaizen events and the impact of organizational culture on process improvement activities. Latter chapters in the book discuss key elements of a change model in the context of transitional improvements as they relate to the process owner and local work team. By applying the proven principles found in this book, effective and sustainable organizational change can be accomplished, efficiency can be improved, and mistakes can be eliminated. This 2nd edition provides insight into the new tools and methods Lean Six Sigma process improvement professionals need to improve customer experience and increase productivity within high transaction processes across complex information technology ecosystems. It is one-stop self-contained reference for the application of Lean Six Sigma methods enhanced by powerful approaches for process improvement in highly complex service processes. Several new leading-edge topics are integrated into this new edition, such as: The "voice of" customers, suppliers, employees and partners Design Thinking Alignment Ecosystems in Information Technology Metadata Definition and Lineage Information Quality Governance Big Data Collection and Analytics Mapping High Volume Transactions through Systems Robotic Process Automation Applications Automating for Solution Sustainability Governing Organizations Data Privacy (General Data Protection Regulation)"-- _cProvided by publisher.
650		0	_aTotal quality management.
650		0	_aSix sigma (Quality control standard).
650		0	_aOffice management.
650		0	_aService industries _xQuality control.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK _e23 _h658.4013 _iM363l _kGRD _m2021 _n0
999			_c30344 _d30344