Lean six sigma service excellence a guide to green belt certification and bottom line improvement - Taylor, Gerald M. (J. Ross Pub., 2009)
Includes bibliographical references (p. 233-234) 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 : building your performance measurement system -- 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 : doing more with less! -- Lean six sigma service excellence : a road map to green belt certification