Lean Six Sigma for Services―How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions

How do I apply Lean Six Sigma in my service organization?

This is a question many executives and managers are asking. With all the emphasis on using Lean Six Sigma in manufacturing environments, the need for a clear methodology for implementing these major quality improvement initiatives in service functions has been mainly overlooked--until now.

Lean Six Sigma for Service provides 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. Six Sigma expert Michael George reveals how easy it is to apply relatively simple statistical and Lean tools that will reduce costs and achieve greater speed in service processes.

Its no secret that service functions have a harder time applying Lean and Six Sigma principles. The manufacturing roots of these initiatives have made it unclear how to apply these tools to services; this book effortlessly makes that translation. Here, for the first time, youll read about how classic Lean tools such as Pull systems and setup reduction are being used in procurement, call centers, surgical suites, government offices, R&D, and much more. Youll see why services are full of waste--and ripe for the benefits of Lean Six Sigma.

This book provides real-world examples from situations where the critical determinants of quality and speed are the flow of information and the interaction between people. The numerous case studies demonstrate how Lean Six Sigma can be used in service organizations just as effectively as in manufacturing--and with even faster results. Youll discover how to:

Integrate Lean and Six Sigma and apply them side by side

Become a customer-centered organization

Gain control over process complexity

Improve response time on signature services

Apply value-based management to project selection

Clean up your workspace

Develop supplier relationships


For guidance in deploying Lean Six Sigma in service organizations, reducing lead times, streamlining processes, and holding down costs, Lean Six Sigma for Services is the most complete, authoritative guide you can own.

Lockheed Martin recognized that our business support processes have as much opportunity for improvement as our design and build areas. By applying Lean process speed and Six Sigma quality tools to marketing, legal, contract administration, procurement, etc. we have created a competitive advantage... The lessons learned and practical case studies contained in Lean Six Sigma for Service provide a road map which can create great value for customers, employees and shareholders.--Mike Joyce, Vice President, Lockheed Martin Operational Excellence

Deploy Lean Six Sigma in your service organization

Michael L. George is founder and President of The George Group, the largest Lean Six Sigma consulting practice in the United States. He wrote the successful and influential Lean Six Sigma, also published by McGraw-Hill.