What is Six Sigma Process Management?

Two leading experts reveal the key concepts and techniques behind Six Sigma Process ManagementSix Sigma Process Management (SSPM) is a structured set of tools and techniques to help executives and teams continually address their customers' expectations.What Is Six Sigma Process Management?explains the SSPM methodology, helping business leaders determine which efforts will most positively impact on their customers, employees, and shareholders. SSPM provides a system that guides leaders on what to improve first and how to establish a portfolio of the best improvement efforts in their business.The book also offers: Insights on process management, including identifying critical customer process metrics Guidelines to improve customer satisfaction by identifying customer-seen failures Ways to enhance overall business improvement strategy Insights on how future SSPM developments can address modern business challenges

Rowland Hayler is the Director of International Operations for Pivotal Resources Inc., a global Lean and Six Sigma consulting and training company. He has worked with a diverse range of clients around the world on organizational improvement.

Michael Nichols is the Director of Six Sigma Design and a Senior Master Black Belt within the Global Reengineering/Six Sigma group of American Express. He is also the principal associate of Nichols Quality Associates.

For any additional information on Six Sigma Process Management, the authors can be contacted at info@sspm-ideas.com.

Foreword	ix
Acknowledgments	xi
Introduction	xiii
1. Defining Six Sigma Process Management	1	(18)
2. Leading Six Sigma Process Management	19	(18)
3. What is the Six Sigma Process Management Methodology?	37	(44)
4. Successfully Managing Your End-to-End Processes	81	(20)
5. What is the Future of Six Sigma Process Management?	101	(8)
Recommended Reading	109

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What is Six Sigma Process Management?

Summary

Author Biography

Table of Contents

Supplemental Materials