TY  - BOOK
AU  - Taylor,Gerald M.
TI  - Lean six sigma service excellence: a guide to green belt certification and bottom line improvement 
SN  - 9781604270068
PY  - 2008///
CY  - Ft. Lauderdale, FL
PB  - J. Ross Pub
KW  - Service industries
KW  - Management
KW  - Six sigma (Quality control standard)
KW  - Quality control
KW  - Production management
N1  - Includes bibliographical references and index; 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
ER  -