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Lean Six Sigma Service
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Table of Contents

Chapter 1: The Quest for ProductivityChapter 2: It's the Process!Chapter 3: The Voice of the CustomerChapter 4: Analyzing Performance VariationChapter 5: The Basic Six Sigma Tool KitChapter 6: Performance Metrics and DashboardsChapter 7: The Six Sigma Project TeamChapter 8: Six Sigma Soft Skills - Working With and Through OthersChapter 9: Management by Fact - The DMAIC Approach to Performance ImprovementChapter 10: Deploying Your Performance Excellence SystemChapter 11: The Fundamentals of Lean Thinking for Service ExcellenceConclusion: Becoming Green Belt CertifiedAppendix ReferencesIndex

About the Author

Gerald Taylor is Founder and President of The Performance Management Group LLC, a firm that specializes in performance improvement and leadership development. He has over 15 years experience designing and implementing quality and Six Sigma solutions as an internal corporate consultant and as an external engagement manager for service organizations such as Sprint Long Distance, Automatic Data Processing, Logix Communications, Dynegy Global Communications Corporation and Oneok Corporation.

Mr. Taylor and his associates are certified Six Sigma Black Belts who train and certify Six Sigma Black Belt professionals and quality practitioners to serve as technical experts in their working environments. He is also a certified Malcolm Baldrige examiner and two-time quality examiner for the Arizona Governor's Spirit of Excellence in Government Award. He was previously an associate professor of business administration at Western International University and a faculty member for Mesa College. Gerald currently serves as a board member for the Arizona Chapter of the Association for Strategic Planning and he is a published author of various works in the field of Six Sigma, quality improvement and service management. He earned his undergraduate degree in management and his MBA from the WP Carey School of Business at Arizona State University.

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