TY  - BOOK
AU  - Naumann, Earl, 
AU  - Hoisington, Steven H.,
TI  - Customer centered six sigma: linking customers, process improvement, and financial results 
SN  - 0873894901
U1  - 658.812 
PY  - 2001///
CY  - Milwaukee, Wis.
PB  - ASQ Quality Press
KW  - SEIS SIGMA
KW  - MEJORA DE LA PRODUCCION
KW  - CONTROL DE CALIDAD
KW  - CLIENTES
KW  - CALIDAD DEL SERVICIO
KW  - ESTUDIOS DE CASOS
KW  -  APLICACIONES
KW  - CASOS PRACTICOS
N1  - Pte. 1. Why six sigma?: Becoming customer centered is nota choice -- 2. Linking the customer, customer satisfaction, and six sigma results to financial perfomance -- Pte. 2. Capturing the voice of the customer: 3. Global customer statisfaction surveys -- 4. Transaction surveys -- 5. Customer loyalty analysis -- 6. Complaint management systems -- 7. Building relationships with key accounts -- Pte. 3. Preparing the organization for six sigma : 8. Corporate strategy leadership -- 9. Selecting the right processes -- 10. Forming the six sigma teams -- Pte. 4. Six sigma tools, techniques, and implementation: 11. Alignment of customer needs and process performance -- 12. Analyzing processes and identifying problems -- 13. Problem solving -- 14. Securing management support for changes and implementation -- 15. Implementation -- 16. Determining process capability -- 17. Summary and the future
ER  -