July 2008
Intermediate to advanced
320 pages
6h 52m
English
book
A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement
by Rajesh K. Tyagi, Praveen Gupta
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Chapter 3. Six Sigma for Services
As discussed in the previous chapters, significant differences exist between an offering provided by a manufacturing firm and that provided by a service firm. Salient characteristics of service operations systems are customer participation in the service process, the interdependent and dynamic nature of the service system’s steps, the intangibility of the offering, and the perishable nature of the offering. The previous chapters also mentioned a few types of performance management systems. One of these methodologies, Six Sigma, has been applied extensively in the manufacturing context. The application of the Six Sigma methodology within the service context, however, becomes a challenging task due to the differences ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.