دانلود کتاب Ultimate Six Sigma - Beyond Quality Excellence to Total Business Excellence

Six Sigma started as a revolutionary quality tool at Motorola, gained fame as a powerful driver of cost savings at GE, and has spawned an entire industry of publications and consultants, many peddling a watered-down version of the original Motorola Six Sigma process. The author, one of the founders of Six Sigma, taps into the rigors and rewards of this breakthrough process, but moves it beyond mere quality to focus on total business excellence in 12 key areas. From customer loyalty to leadership to supply chain management, this book provides the techniques and metrics needed to measure success, and supplies self-assessment audits to help readers ensure that they're getting it right. Case studies illustrate how Six Sigma has been successfully implemented in each key area. Content: Front Matter • List of Illustrations Preface: Blossoming of the Ultimate Six Sigma • Table of Contents •Part I. Definitions and Concepts 1. What is Six Sigma? 2. The Need, Objectives, and Benefits of the Ultimate Six Sigma 3. The Origin, Development, and Renewal of Motorola's Six Sigma 4. The Hyped Six Sigma: From the Pure Six Sigma to the Sick Sigma 5. The Scope, Structure, and Methodology of the Ultimate Six Sigma •Part II. The Ultimate Six Sigma - Twelve Areas of Business Excellence 6. From Mere Customer Satisfaction to Customer Loyalty 7. From Stifling Micromanagement to Inspirational Leadership 8. From Taylorism to Empowerment Creation in the Organization 9. From Passivity and Boredom among Employees to Industrial Democracy 10. From Traditional Indicators to Robust Metrics 11. From Obsolete Tools of the Twentieth Century to the Powerful Tools of the Twenty-First Century 12. From Historic Levels to Designs in Half the Time with Half the Defects, Half the Costs, and Half the Manpower 13. From a Customer Supplier Win-Lose Contest to a Win-Win Partnership for the Entire Supplier Chain 14. From Second-Class Citizen to Manufacturing as a Major Contributor to Business Excellence 15. Field Operations: From an Appendage to a Maximum Service to Downstream Stakeholders 16. From the Black Hole of Little Accountability to Service as a Productivity Contributor 17. From Mediocrity to World-Class Results • Reference Notes Index