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Quality Management
81. |  The Pocket Idiot’s Guide™ to: Six Sigma By: Marsha Shapiro; Anthony Weeks Publisher: Alpha Books Publication Date: 01-OCT-2005 Insert Date: 12-MAY-2009 Slots: 1.0 | Overview: The Pocket Idiot’s Guide™ to: Six Sigma
Six Sigma is a quality improvement system that uses sophisticated data collection and statistical analysis to eliminate defects in any process. Aimed at employees—rather than managers, The Pocket Idiot's Guide™ to Six Sigma quickly and easily explains everything employees need to know about Six Sigma, including what it is and what it can accomplish, why companies are implementing it, how employees are impacted, and much more. The author, Anthony Weeks, is a certified Six Sigma Master Black Belt and director of Six Sigma Operations at Home Depot.
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82. |  By: Michael L. George Publisher: McGraw-Hill Publication Date: 24-JUN-2003 Insert Date: 11-MAY-2009 Slots: 1.0 | Overview: Lean Six Sigma for Service 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 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...
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83. |  The Complete Idiot’s Guide® to Lean Six Sigma By: Neil DeCarlo Publisher: Alpha Books Publication Date: 01-MAR-2007 Insert Date: 03-MAY-2009 Slots: 1.0 | Overview: The Complete Idiot’s Guide® to Lean Six Sigma
Increasingly popular with large and mid-sized companies around the world, Lean Six Sigma is the new hybridization of Six Sigma and Lean methodologies. Packed with diagrams and real-life examples, The Complete Idiot's Guide® to Lean Six Sigma reveals the four keys of Lean Six Sigma and how to apply them to one's job. Also included are the concepts, tools, templates, tips, examples, and implementation steps required to move through its process.
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84. |  STATISTICS FOR SIX SIGMA MADE EASY! By: Warren Brussee Publisher: McGraw-Hill Osborne Media Publication Date: 12-MAY-2004 Insert Date: 01-MAY-2009 Slots: 1.0 | Overview: STATISTICS FOR SIX SIGMA MADE EASY!
This is the first simple, low-level guide to using the powerful statistical tools of Six Sigma to solve real-world problems. Warren Brussee, a Six Sigma manager who helped his teams generate millions of dollars in savings, shows how to plot, interpret, and validate data for a Six Sigma project. The basic statistical tools in the book can be applied to manufacturing, sales, marketing, process, equipment design, and more. Best of all, no background in statistics is required to start improving quality and initiating cost-saving improvements right away.
Features dozens of Six Sigma...
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85. |  Quality Function Deployment and Six Sigma: A QFD Handbook, Second Edition By: Joseph P. Ficalora; Louis Cohen Publisher: Prentice Hall Publication Date: 17-JUL-2009 Insert Date: 08-APR-2009 Slots: 1.0 | Overview: Quality Function Deployment and Six Sigma: A QFD Handbook, Second Edition Make the Most of QFD and the Voice of the Customer in Six
Sigma Environments
Quality Function Deployment (QFD) techniques have helped thousands
of organizations deliver higher-quality, more user-focused product
designs. Now, Lou Cohen’s classic guide to QFD has been
thoroughly updated to fully align QFD with Design for Six Sigma
(DFSS) and other state-of-the-art Six Sigma methodologies.
Revised by world-class Six Sigma expert Joe Ficalora and his team
at Sigma Breakthrough Technologies, this new edition’s
up-to-date perspective on QFD reflects dozens of successful Six
Sigma and DFSS...
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86. |  The Six Sigma Handbook: Revised and Expanded By: Thomas Pyzdek Publisher: McGraw-Hill Osborne Media Publication Date: 20-MAR-2003 Insert Date: 06-APR-2009 Slots: 1.0 | Overview: The Six Sigma Handbook: Revised and Expanded
The management information and statistical tools you need to successfully implement Six Sigma
Six Sigma has helped organizations of all types and sizes improve the quality of processes and products while simultaneously increasing customer satisfaction and saving billions of dollars. The Six Sigma Handbook covers the management systems and statistical tools that are the foundation for this revolutionary new approach to management.
Thomas Pyzdek offers expert, proven advice on using Six Sigma to retain customers and enhance bottom line performance while cutting costs dramatically. He...
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87. |  WHAT IS SIX SIGMA?: Pete Pande and Larry Holpp By: Peter S. Pande; Lawrence Holpp Publisher: McGraw-Hill Osborne Media Publication Date: 26-OCT-2001 Insert Date: 26-MAR-2009 Slots: 1.0 | Overview: WHAT IS SIX SIGMA?: Pete Pande and Larry Holpp
A brief introduction to Six Sigma for employees
Six Sigma is today's most talked-about system for improving the quality of organizational processes. Written by bestselling author Peter Pande,What Is Six Sigma? is a concise summary of the core themes and processes of Six Sigma. Unlike almost all other books on Six Sigma, it is written for the employees of organizations rolling out Six Sigma not just managers. This helpful overview describes what Six Sigma is, why companies are implementing it, and how employees can make it a success in their own organizations.
Based on the bestselling...
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88. |  By: Michael L. George; David T. Rowlands; Bill Kastle Publisher: McGraw-Hill Osborne Media Publication Date: 27-OCT-2003 Insert Date: 26-MAR-2009 Slots: 1.0 | Overview: What is Lean Six Sigma?
A bestselling Six Sigma author tells employees everything they need to know about the Lean Six Sigma strategy
Lean Six Sigma combines the two most important and popular quality trends of our time: Six Sigma and Lean Production. What Is Lean Six Sigma? is a simple primer on Lean Six Sigma, written for employees and designed to be bought in large quantities by organizations rolling out Lean Six Sigma initiatives.
The book explains why companies are implementing Lean Six Sigma, why employees should care, and how they can help make it a success in their organization, with tips on how...
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89. |  Lean Six Sigma: Combining Six Sigma Quality with Lean Speed Publisher: McGraw-Hill Osborne Media Publication Date: 25-APR-2002 Insert Date: 25-MAR-2009 Slots: 1.0 | Overview: Lean Six Sigma: Combining Six Sigma Quality with Lean Speed
The Breakthrough Program for Increasing Quality, Shortening Cycle Times, and Creating Shareholder Value In Every Area of Your Organization Time and quality are the two most important metrics in improving any company's production and profit performance. Lean Six Sigma explains how to impact your company's performance in each, by combining the strength of today's two most important initiatives--Lean Production and Six Sigma--into one integrated program.
The first book to provide a step-by-step roadmap for profiting from the best elements of Lean and Six Sigma, this breakthrough volume will...
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90. |  The Six Sigma Way Team Fieldbook By: Peter S. Pande; Robert P. Neuman; Roland R. Cavanagh Publisher: McGraw-Hill Osborne Media Publication Date: 14-DEC-2001 Insert Date: 11-MAR-2009 Slots: 1.0 | Overview: The Six Sigma Way Team Fieldbook
This companion guide to the bestselling The Six Sigma Way focuses on the project improvement teams that do the real, in-the-trenches work of Six Sigma-measuring performance, improving quality and saving millions in the process.
The Six Sigma Way Team Fieldbook is a highly practical reference for team leaders and members, outlining both the methods that have made Six Sigma successful and the basic steps a team must follow in an improvement effort. Written by three veteran trainers of Six Sigma "Black Belts" and teams at GE, Sun Microsystems, and Sears, this hands-on guide helps teams...
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91. |  THE SIX SIGMA WAY: How GE, Motorola, and Other Top Companies Are Honing Their Performance By: Peter S. Pande; Robert P. Neuman; Roland R. Cavanagh Publisher: McGraw-Hill Osborne Media Publication Date: 27-APR-2000 Insert Date: 08-MAR-2009 Slots: 1.0 | Overview: THE SIX SIGMA WAY: How GE, Motorola, and Other Top Companies Are Honing Their Performance
Six Sigma is a data-driven management system with near-perfect-performance objectives that has been employed to acclaim at leading corporations like General Electric. Its name is derived from the eye-catching statistical target of operating with no more than 3.4 defects per one million chances, but Peter Pande, Robert Neuman, and Roland Cavanagh--associates in a firm providing Six Sigma implementation, training, and management services--contend its principles can be applied in businesses of all types to routinely reduce costs, improve productivity, increase market share, and achieve other...
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92. |  A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement By: Rajesh K. Tyagi; Praveen Gupta Publisher: FT Press Publication Date: 01-JUL-2008 Insert Date: 13-JUN-2008 Slots: 1.0 | Overview: A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement Praise for A Complete and Balanced
Service Scorecard
“This is a must read for any executive
of a services organization who is serious about sustainable
profitable growth.”
Steve DuBrow, President and Managing
Director of the Americas Region, i-nexus
"Understanding service process and
performance measurement are essential in global economy today. This
book provides key insights and methods for getting a grip on the
performance of any service business."
Professor Andy Neely, Director of
Research, Cranfield School of Management, and author of The
Performance Prism
“Gupta and Tyagi...
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93. |  By: Ronald D. Snee; Roger W. Hoerl Publisher: PH Professional Business Publication Date: 22-OCT-2004 Insert Date: 23-MAR-2008 Slots: 1.0 | Nonmanufacturing organizations are rapidly
discovering Six Sigma's immense potential to reduce costs, improve
performance, grow revenue, strengthen focus, and empower people. To
achieve these results in your organization, start right here.
Ronald D. Snee and Roger W. Hoerl cover
every level of Six Sigma implementation in nonmanufacturing
environments: deployment planning and strategy, project execution,
methods, statistical tools, and more. Throughout, they illuminate
key concepts with case studies from a wide range of businesses and
functions. Drawing on their unsurpassed consulting...
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94. |  Delivering Knock Your Socks Off Service, Fourth Edition By: Performance Research Associates Publisher: AMACOM Publication Date: 20-OCT-2006 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Delivering Knock Your Socks Off Service, Fourth Edition Today’s customers are smarter and more demanding -- and with
so many choices available, repeat business is at greater risk than
ever before. The fourth edition of this customer service bestseller
still delivers the proven Knock Your Socks Off formula, and has
been updated with all new techniques that will help anyone
successfully work with even the most difficult customers. Featuring
brand-new chapters on important topics such as understanding
cultural and generational differences in customers, plus fresh
anecdotes and never-before-seen illustrations by cartoonist John
Bush, this...
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95. |  Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service By: Richard S. Gallagher Publisher: AMACOM Publication Date: 19-MAY-2006 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service Good customer service might seem like a matter of attitude, but
with a little knowledge of basic behavioral psychology, any service
rep or team can dramatically improve service quality. Great
Customer Connections presents a step-by-step program for
turning each customer interaction into a peak experience. Adapting
scientific research into easy-to-apply practices, the book lets
service professionals:
* connect with customers and "speak the language" of each one's
unique personality * use the "secret phrases" that make them feel
great * tell them anything without upsetting them * stop...
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96. |  Award-Winning Customer Service: 101 Ways to Guarantee Great Performance By: Renee Evenson Publisher: AMACOM Publication Date: 12-SEP-2007 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Award-Winning Customer Service: 101 Ways to Guarantee Great Performance Delivering top-of-the-line customer service is Job #1 for most
companies, an important factor in keeping profits high and
customers coming back. Customer service problems can damage not
just a company’s reputation but its bottom line, so for busy
managers -- and business owners with little time to search for
solutions -- some fast help is needed.
Award-Winning Customer Service offers scores of quick
tips for readers looking to improve and then maintain their
company’s level of customer service. The book is chock full
of practical advice on important topics such as:
* planning and goal...
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97. |  Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski By: Chip R. Bell; Ron Zemke Publisher: Amacom Publication Date: 01-MAY-2007 Insert Date: 09-DEC-2007 Slots: 1.0 | Overview: Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski Managing Knock Your Socks Off ServiceRevamped with new examples, stories, and research, and featuring
cartoons by John Bush, the book gives readers practical, proven
ways to:
find and retain service-oriented people
get to know customers intimately
build a service vision
train and coach
create and maintain a service management process that aligns
people, systems, and customers
involve and empower employees
recognize and reward good performance.Managing Knock Your Socks Off Service...
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98. |  101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques By: Ukens, Lorraine L., Team-ing with Success, Glen Arm, Maryland Publisher: John Wiley & Sons Publication Date: 16-FEB-2007 Insert Date: 08-DEC-2007 Slots: 1.0 | Overview: 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
101 Ways to Improve Customer Service provides a variety of
training and development interventions that can be put to use right
now with frontline service employees. Your customer service
representatives directly influence the perception that customers
have of your products and services and ultimately your
company. It is vital that your employees develop service
strategies to create a positive image, communicate effectively, and
build customer rapport to support the underlying values and beliefs
of your organization.
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99. |  Six Sigma Pricing: Improving Pricing Operations to Increase Profits By: ManMohan S. Sodhi; Navdeep S. Sodhi Publisher: FT Press Publication Date: 17-SEP-2007 Insert Date: 29-AUG-2007 Slots: 1.0 | Overview: Six Sigma Pricing: Improving Pricing Operations to Increase Profits Apply Six Sigma to Your #1 Business
Challenge: Pricing
“Six Sigma is well known for having
helped companies save billions of dollars. This book is the first
to show us how to use it on the revenue side of the equation to
generate profitable growth. This step-by-step guide will be an
instant classic—a seminal book on a topic critical to
profitability.”
—Robert Cross, Chairman and CEO,
Revenue Analytics Inc. and author of Revenue Management
“Six Sigma Pricing provides companies
with a practical toolkit to improve their price management. The
authors show executives how to use Six Sigma...
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100. |  By: Lynne Hambleton Publisher: Prentice Hall Publication Date: 06-JUL-2007 Insert Date: 11-MAY-2007 Slots: 1.0 | This reference is the first comprehensive
how-to collection of Six Sigma tools, methodologies, and best
practices. Leading implementer Lynne Hambleton covers the entire
Six Sigma toolset, including more than 70 different
tools—ranging from rigorous statistical and quantitative
tools, to “softer” techniques. The toolset is organized
in an easy-to-use, alphabetical encyclopedia and helps
professionals quickly select the right tool, at the right time for
every business challenge.
Hambleton systematically discusses which
questions each tool is designed to answer; how the tool compares
with...
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