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
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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