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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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Six Sigma in Transactional and Service Environments (Hardcover, New Ed)
Loot Price: R4,472
Discovery Miles 44 720
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Six Sigma in Transactional and Service Environments (Hardcover, New Ed)
Expected to ship within 12 - 19 working days
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In 1987, Motorola developed Six Sigma out of a need for improvement
in their pager manufacturing processes. Since then, Six Sigma has
been implemented by a number of manufacturing companies,
predominantly in the USA. In the late 1990s, however, Six Sigma
gained wider and international popularity due to successful
implementation at General Electric. Six Sigma has now become one of
the integral aspects of manufacturing, as well as non-manufacturing
businesses worldwide. In recent years, many books have been
published on Six Sigma, mainly on its application in manufacturing
and product development. This book, by contrast, focuses
specifically on the application of Six Sigma in service and
transactional environments. The book comprises two parts. Part One
provides the necessary knowledge for understanding the Six Sigma
methodology and its underlying concepts. Part Two consists of
practical examples of Six Sigma application to transactional and
service environments which have been provided in the form of real
world case studies written by internationally successful companies,
to complement the reader's knowledge of Six Sigma and to increase
comprehension of issues surrounding Six Sigma implementations. It
has been written for newcomers as well as for experienced
practitioners who are interested in improving processes in everyday
business operations. The focus is on the implementation of the Six
Sigma methodology rather than on the statistical tools and
techniques. The aim of this book is to provide the reader with some
practical and useful guidelines for Six Sigma deployment and its
application to transactional and service processes.
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