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Lean Six Sigma for the Office - Integrating Customer Experience for Enhanced Productivity (Hardcover, 2nd edition)
Loot Price: R1,613
Discovery Miles 16 130
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Lean Six Sigma for the Office - Integrating Customer Experience for Enhanced Productivity (Hardcover, 2nd edition)
Expected to ship within 9 - 15 working days
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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)
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