Hasan Akpolat is a senior lecturer at the University of Technology in Sydney.
List of Figures
vii
Preface
xi
Part I: Six Sigma Methodology
1 Six Sigma Overview
3
(18)
Introduction
3
(1)
What is Six Sigma?
3
(2)
The advent of Six Sigma
5
(2)
Benefits of Six Sigma
7
(1)
Six Sigma as a core strategy
8
(3)
Measuring Six Sigma
11
(1)
Integrating Six Sigma with other management practices
12
(7)
Summary
19
(2)
2 Foundations of Six Sigma: Customer and Processes
21
(22)
Introduction
21
(1)
Understanding the customers
21
(1)
The voice of the customer
22
(2)
Exploring customer needs: The customer survey process
24
(6)
Measuring the right thing
30
(1)
Understanding the process thinking
31
(1)
Manufacturing versus non-manufacturing
32
(1)
Product versus service
33
(1)
Defining the process
34
(1)
Mapping the process
35
(2)
Measuring and analysing the process
37
(2)
Summary
39
(4)
3 Six Sigma Projects
43
(20)
Introduction
43
(1)
Project Phase Define
44
(4)
Project Phase Measure
48
(5)
Project Phase Analyse
53
(4)
Project Phase Improve
57
(1)
Project Phase Control
57
(2)
Summary
59
(4)
4 Six Sigma Teams and Training
63
(10)
Introduction
63
(1)
Six Sigma levels and their roles
63
(2)
Origins of the Six Sigma teams
65
(1)
Managing the Six Sigma teams
66
(1)
Six Sigma training
67
(3)
Certifying the Six Sigma Belts
70
(1)
Rewarding the Six Sigma teams
70
(1)
Summary
71
(2)
5 Six Sigma Toolbox
73
(14)
Introduction
73
(1)
Constructing a Pareto chart
74
(1)
Constructing a histogram
75
(2)
Calculating process capability indices Cp and Cpk
77
(1)
Conducting a measurement system analysis
78
(1)
Constructing a control chart
79
(2)
Summary
81
(6)
Part II: Case Studies: Applying Six Sigma to Transactional and Service Environments
Pursuing Customer Service Excellence
87
(14)
Mr Derek Horner, Sony Australia, Australia
Implementing Six Sigma in an Airline Operations Environment
101
(14)
Dr Amin Khan, Malaysia Airlines, Malaysia
Building an Effective Internal Customer Service Focus and Relationship
115
(20)
Ms Vanessa Craig, Queensland Rail, Australia
Six Sigma in the Customer Service Industry
135
(10)
Mr H.S. Kim, Samsung Everland, Korea
Six Sigma in the Banking Business
145
(10)
Dr Uwe H. Kaufmann and Ms Amy Tan Bee Choo, AON, Singapore
Glossary
155
(6)
Index
161
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