Lean Six Sigma Service Excellence: A Guide to Green Belt Certification and Bottom Line Improvement

Despite roots in manufacturing, Six Sigma and Lean, two of the most successful initiatives for improving quality and productivity, are now needed by service and other non-manufacturing firms to meet the ever-growing demands of customers for long-term survival. Written for executives and managers of service and transactional organizations, this book is a practical, user-friendly guide to successfully implementing Lean Six Sigma practices in these types of businesses, and also serves as an inexpensive path to Green Belt certification. Lean Six Sigma Service Excellence emphasizes how productivity can be used as a distinctive competency for achieving and maintaining a competitive advantage in non-manufacturing environments.

KEY FEATURES

• Provides an overview of Lean Six Sigma concepts, principles and tools and step-by-step guidance on how to apply each of the relevant tools to practical situations
• Defines the properties of a well-designed service process management system and all factors, activities, events and requirements that make it work well
• Explains how to construct a performance measurement system and develop an effective dashboard of key performance indicators for a service organization
• Includes real-world examples and practical skill-building exercises to develop your competencies

About the Author

Gerald Taylor is Founder and President of The Performance Management Group LLC, a firm that specializes in performance improvement and leadership development. He has over 15 years experience designing and implementing quality and Six Sigma solutions as an internal corporate consultant and as an external engagement manager for service organizations such as Sprint Long Distance, Automatic Data Processing, Logix Communications, Dynegy Global Communications Corporation and Oneok Corporation.

Mr. Taylor and his associates are certified Six Sigma Black Belts who train and certify Six Sigma Black Belt professionals and quality practitioners to serve as technical experts in their working environments. He is also a certified Malcolm Baldrige examiner and two-time quality examiner for the Arizona Governor’s Spirit of Excellence in Government Award. He was previously an associate professor of business administration at Western International University and a faculty member for Mesa College. Gerald currently serves as a board member for the Arizona Chapter of the Association for Strategic Planning and he is a published author of various works in the field of Six Sigma, quality improvement and service management. He earned his undergraduate degree in management and his MBA from the WP Carey School of Business at Arizona State University.