SIX SIGMA FOR TRANSACTIONS AND SERVICE

Goel, a Six Sigma expert at TRW Automotive, presents a strategic, operational, and design perspective of Six Sigma for the service environment, covering the role of services in the economy, service benchmarks, the Six Sigma methodology for transaction and services, and implementation of Six Sigma methodology in service firms. The guide shows how to design and optimize procedures and performance in areas traditionally resistant to both investigation and change, such as customer billing, order processing, and call center management. There is also material on human capital and outsourcing. Annotation c2004 Book News, Inc., Portland, OR (booknews.com)

Parveen S. Goel is a PE, Six Sigma Black Belt, and Global Chief Engineer of Six Sigma & Reliability Engineering for Steering and Suspension Systems Engineering at TRW Automotive. His Global Team's responsibilities include Six Sigma, Design for Six Sigma (DFSS), Engineering Policies, and Roadmaps. Parveen has a Ph.D. in Industrial Engineering from Wayne State University in Detroit, Michigan. He lives in Windsor, Ontario Canada. Praveen Gupta is the author of the best-selling Six Sigma book Six Sigma Business Scorecard: Creating a Comprehensive Corporate Performance Measurement System, and The Six Sigma Performance Handbook. Praveen participated in the development of Six Sigma at Motorola in mid-eighties. He has taught Six Sigma at Motorola University for more than a decade. Praveen is Six Sigma Master Black Belt and an ASQ Fellow. Praveen consults in the area of corporate performance improvement and innovation. He lives in Lisle, Illinois.

Rajeev Jain provides leadership in operational effectiveness and shareholder value improvement utilizing Six Sigma methodologies. He directs efforts in corporate development and international strategy for Hewitt Associates, a global human resources outsourcing and consulting firm. Instrumental in developing the organizational design and providing intellectual leadership for many performance enhancement initiatives at Hewitt, Mr. Jain is also a CPA (International), an MBA with specialization in strategy, and a Fellow of the Chartered Institute of Management Accountants and the Chartered Association of Certified Accountants. He lives in Hinsdale, Illinois.

Rajesh K. Tyagi is a visiting assistant professor at College of Commerce, DePaul University and adjunct assistant professor at Kellogg School of Management, Northwestern University. He teaches service operations management, operations management, and quality management and decision making for managers. Rajesh received his Ph. D. in Engineering from University of Ottawa, Canada, and his M. B. A. from the Kellogg School of Management, Northwestern University. He lives in Evanston, Illinois.