Praveen Gupta

Parveen S. Goel

Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service sectors. However, business-specific issues such as customer billing, order processing, and call center management require a modified set of problem-solving and analytical tools. This resource addresses those differences and provides a roadmap for impelementing "customer-centric" Six Sigma. Contents: Transactional Quality Benchmarks: Service Operations, Corporations and Industries * ServicePerformance Indicators * The Service Crisis * TransactionalSix Sigma: Define and Develop, Measure and Trends,Analyze and Improve, Embed * Designing for TransactionalServices: Actions of Service Design * Customer DrivenTransactional Processes * Designing TransactionalProcesses * Optimize the Service Design to Ensure aRobust Service Package * Transactional Business *Human Capital * Implementing TSS, Six Sigma inTransactional Processes

Parveen S. Goel

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