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Product details
File Size: 5155 KB
Print Length: 402 pages
Page Numbers Source ISBN: 0071418210
Simultaneous Device Usage: Up to 4 simultaneous devices, per publisher limits
Publisher: McGraw-Hill Education; 1 edition (July 15, 2003)
Publication Date: July 15, 2003
Sold by: Amazon Digital Services LLC
Language: English
ASIN: B000SEI4WO
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I purchased this book because I am thinking about taking the course to get a better grasp on my service agency operations. I do not expect to be a Lean Six Sigma pro after reading this book but I did expect to get a little bit more of an understanding of it once reading. I did not so I did not finish it and I am returning it. It is too technical for a beginner and most of the concepts are just not explained very well. I've seen PowerPoint presentations on the topic that explained the subject much better, even if you don't have a yellow, gree, or black belt. I understand that maybe the author does not want to give too much info if you haven't taken the course but reading still felt like a waste of my time and money.
Lean Six Sigma for Service is a topic of increasing importance and economic and competitive factors require us all to make a difference rather than just doing more with less. That distinction is at the heart of Michael George's book and central to his idea of putting both Lean and Six Sigma practices together. This is a good introductory text for understanding both techniques and how they can work together.Lean Six Sigma for Service has been out since 2003 so this is not the first review but in today's context the value and relevance of this book is in question. George does a nice job of describing the processes and its application at Lockheed Martin and Bank One. Those descriptions cement his credibility that he has done this work. However they do not shed light on what that work actually was. I found this book surprisingly conceptual and technical with limited applications and actual examples - illustrations of the principles yes - but this is what we did not so much.The success story vignettes are written at such a high level as to categorize the scale of benefits that Lockheed Martin and Bank One achieved. It would have been much better for George to go deep on one project, show a worked example and create value for the reader. The success stories themselves also focus on back office activities (invoicing etc) which while a role for these technique are not the areas that will get breakthrough service levels.These are weaknesses as that experience is definitely there but it does not come out in the book. When it was written more than 5 years ago, the author may have been concerned about revealing too much and devaluating his consulting practice. But now with people coming round to wanting to understand and implement, this is not a book for them.There are other little things that are interesting gaps in the book. On a subject matter basis there is no mention of Motorola's role in creating and deploying six sigma. From the books perspective only the people that Mr. George worked with were the creators and the innovators. That is unfortunate. Another gap is the lack of discussion about information technology and the role that this plays. Even in 2003, IT had a role to play in Six Sigma and lean - particularly at an enterprise scale, but the book is mute on these things.So, if you are looking for a general discussion of these concepts then this is as good as any other book. However, if you want to understand how to do these techniques and apply them to service you will need to look elsewhere.
One of the challenges faced by an organization such as ours - a financial services/non-manufacturing organization - is translating the concepts of Lean Six Sigma into a format usable by its employees, as well as overcoming the natural inclination of employees to think of Lean Six Sigma (and other 'quality' initiatives) as only suitable for manufacturing.Michael George does an exceptional job of demonstrating how to apply Lean Six Sigma approaches to service organizations. His writing style is very easy to understand, and for the executive/manager, he provides a good overview.This book is pretty high level and conceptual, but is well worth the read for anyone looking at Lean SixSigma.
Lean Six Sigma defends the doubtful proposition that higher quality, higher speed and lower costs can be simultaneously designed into the key business processes of any company. The focus of this book is service companies, though many examples are from manufacturing companies. The author elegantly makes the argument; but adds a great deal of content that is more-or-less a technical HOW TO manual for doing Lean Six Sigma in the reader's own service organization. If you are more of a philosopher than an engineer, these passages may make you impatient. If you're an engineer, you will almost certainly want the companion handbook that the author has also published, focusing on the analytical tools. Through his very logical, thorough, precise and methodical narrative, the author transforms a doubtful proposition into an arguable one. Given the importance of the goal, that's a major accomplishment and well worth your devoted attention. It will have to be devoted, rather than casual, because the book is rather too long for philosophers like me. I learned more than I needed to know. Most of that length is for left brain people who are needed to implement Lean Six Sigma for Service. However, the right brain reader can get nicely grounded thanks to this book.
I agree with the other reviewer that this book is too repetitive and not particularly ground-breaking. I would only recommend this to a completely novice Lean Six Sigma practitioner.
Arrived as described would buy from this seller again.
I'm new in my job as a Six Sigma specialist and so far this book helps me in my consulting job in an outsource service company
execellent for lean six sigma in service sector so Æ’ar not well known.
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