Taylor, Gerald M. <br/><br/>
Lean six sigma service excellence :  a guide to green belt certification and bottom line improvement / 
by Gerald M. Taylor 
 - Ft. Lauderdale, FL :  J. Ross Pub,  C2008 
 - xix, 289 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/>The quest for productivity -- It’s the process! -- The voice of the customer -- Analyzing performance variation -- The basic six sigma tool kit -- Performance metrics and dashboards -- The six sigma project team -- Six sigma soft skills: working with and through others -- Management by fact : the dmaic approach to performance improvement -- Deploying your performance excellence system -- The fundamentals of lean thinking for service excellence 
<br/><br/><label>ISBN: </label>9781604270068 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management<br/>Six sigma (Quality control standard)<br/>Service industries--Quality control<br/>Production management