Customer centered six sigma : linking customers, process improvement, and financial results / Earl Naumann and Steven H. Hoisington.
Tipo de material: TextoDetalles de publicación: Milwaukee, Wis. : ASQ Quality Press, 2001Descripción: 340 pISBN:- 0873894901
- 658.812
Tipo de ítem | Biblioteca actual | Signatura topográfica | Estado | Fecha de vencimiento | Código de barras | |
---|---|---|---|---|---|---|
Libro | Biblioteca Manuel Belgrano | 658.812 N 56200 (Navegar estantería(Abre debajo)) | Disponible | 56200 |
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.
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