BIBLIOTECA MANUEL BELGRANO - Facultad de Ciencias Económicas - UNC

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Customer centered six sigma : linking customers, process improvement, and financial results / Earl Naumann and Steven H. Hoisington.

Por: Colaborador(es): Tipo de material: TextoTextoDetalles de publicación: Milwaukee, Wis. : ASQ Quality Press, 2001Descripción: 340 pISBN:
  • 0873894901
Tema(s): Clasificación CDD:
  • 658.812
Contenidos:
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.
Existencias
Tipo de ítem Biblioteca actual Signatura Estado Fecha de vencimiento Código de barras
Libro 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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