Design for Six Sigma for Service

Design for Six Sigma for Service (2005) provides a roadmap for creating exceptional services from the ground up rather than endlessly patching failures. You’ll discover how to deconstruct what customers really value, translate those desires into functional service designs, and build lean delivery processes that eliminate waste. This framework gives you the tools to create customer experiences so valuable and efficient that they build lasting loyalty and boost profitability.

• Service managers seeking to improve customer satisfaction and efficiency
• Business owners wanting to design better customer experiences
• Quality professionals looking for systematic service improvement methods

Kai Yang, is a professor of industrial and manufacturing engineering at Wayne State University and the executive director of the Enterprise Excellence Institute. He has extensive experience in quality and reliability engineering and is the coauthor of Design for Six Sigma.