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Operational Excellence: Breakthrough Strategies for Improving Customer Experience and Productivity,New
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Operational Excellence, Second Edition Breakthrough Strategies for Improving Customer Experience and Productivity brings together leadingedge tools, methods, and concepts to provide process improvement experts a reference to improve their organizations quality, productivity, and customer service operations. Its major topics include alignment of strategy to the design of supporting systems to meet customer expectations, manage capacity, and improve performance. It provides a concise and practical reference for operational excellence. Its fourteen chapters lead a reader through the latest tools, methods, and concepts currently used to capture 'voice of' customers, partners, and other stakeholders, new strategies for the application of Lean, Six Sigma, as well as product and service design across diverse industries, including manufacturing to financial services. This book operates from three premises:Organizations can increase competitiveness in an era of globalization through the application of 'voiceof' applications, Design Thinking, the integration of the Information Technology Ecosystems new tools and methods integrated with proven Lean and Six Sigma applicationsOperational performance correlates to an organizations financial, operational, and resultant productivity, as well as with shareholder economic value add (EVA) metrics and can be measured and improved using the methods in this bookValueadding activities and disciplines discussed are global and applicable to every organizationA PRACTICAL TOOL FOR REALWORLD APPLICATIONNew topics are introduced in the second edition. These include Design Thinking, the 'voiceof' Information Technology Ecosystems, Big Data applications, and Robotic Process Automation. Key topics from the first edition remain. These include DesignforSixSigma (DFSS), Lean and Six Sigma methods, productivity analysis, operational assessments, project management, and other supporting topics. Each chapter contains tools and methods that will help readers identify areas for operational improvements. It contains ~300 figures, tables, and checklists to help increase organizational productivity. Practical examples are integrated through the book.
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This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.