Much of the U.S. economy is now based on services rather than manufacturing. Yet the majority of books on Six Sigma and Lean--today's major quality improvement initiatives--explain only how to implement these techniques in a manufacturing environment. Lean Six Sigma for Services fills the need for a service-based approach, explaining how companies of all types can cost-effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process. Filled with case studies detailing dramatic service improvements in organizations from Lockheed Martin to Stanford University Hospital, this bottom-line book provides executives and managers with the knowledge they need to: a- reduce service costs by 30 to 60 percent; b- improve service delivery time by 50 percent; and c- expand capacity by 20 percent without adding staff. -- Description from http://www.amazon.com (Oct. 21, 2011).

Includes index.

Using Lean Six Sigma for strategic advantage in service. The ROI of Lean Six Sigma for services -- Getting faster to get better (why you need both Lean and Six Sigma) -- Success story #1 Lockheed Martin -- Seeing services through your customers' eyes -- Success story #2 Bank One -- Executing corporate strategy with Lean Six Sigma -- Success story #3 City of Fort Wayne, Indiana -- The value in conquering complexity -- Success story #4 Stanford Hospital and Clinics. Deploying Lean Six Sigma in service organizations. Phase 1: Readiness assessment -- Phase 2: Engagement (creating pull) -- Phase 3: Mobilization -- Phase 4: Performance & control. Improving services. Service process challenges -- Using DMAIC to improve service processes -- First wave service projects -- Raising the stakes in service process improvement -- Designing world-class services (design for Lean Six Sigma).