Lean Six Sigma for Service

Introduction

An interesting thing happened after the publication of my previous book, Lean Six Sigma: Combining Six Sigma Quality with Lean Speed. People could easily grasp the need for Lean Six Sigma, and its fundamental truth: quality improves speed and speed improves quality. But I heard one question over and over again: How do I apply Lean Six Sigma to a service organization?

When I looked over the content of that book, I had to admit that I and my co-writers had fallen into a trap that has hobbled many Lean and Six Sigma consultants: though we had included examples of applying Lean Six Sigma in services, by and large they were discussed using a jargon that has arisen from manufacturing roots. This jargon, especially for Lean, has made translating ...