Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions, by Michael George
I recall back in 1989, my boss Tony Lawrence (then Design Director at Concord Lighting) and I taking a long winding motorway trip to Lucus Aerospace Systems, Coventry, UK.
Back then, it was a bit of an can-opener to the world of not merely world class quality assurance in new product development; but the commitment to what it takes to achieve a status where literally products have less than 1.3 defects out of one million: yes 1.3 out of one-million units!
For those of you who are unfamiliar with 6-Sigma, it is a fact these days that 1.3 Parts Per Million (PPM) quality assurance is becoming standard. And because of that, customers expect that level of quality in everything, and that includes not just consumer gadgets, but trips on holiday, banking transaction, shopping experience, even hospital treatment and – yes – even YMCA hostels are beginning to look at 6-Sigma.
The good news is that 6-Sigma is now being rolled-out in the service industries too.
In fact, the UK’s Royal Wedding last year was a 6-Sigma occasion (and now you know why it went so smoothly). Now Marks and Sparks, many large scale Law firms, and many of the best practice service institutions such as Bank One (Chase Manhattan) and Stanford University Hospital are adopting 6-Sigma.
The book: Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions, really does move all this on. It is practical, insightful and above all, useable with plenty of references to other reverent sources of information.