CHAPTER 11 Using DMAIC to Improve Service Processes

No matter how you approach deploying improvement teams in your organization, they will all need to know what it is you expect of them. That's where having a standard improvement model such as DMAIC (Define-Measure-Analyze-Improve-Control) is extremely helpful because it provides teams with a roadmap.

There are a lot of resources out there that describe the DMAIC process. The purpose here is to focus on special considerations for using the Lean Six Sigma DMAIC process in a service environment, including both methods and tools that are particularly helpful as well as hints on how to handle the people side of each phase. You'll also find case studies demonstrating the use of many of the tools ...

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