000			01878naa a2200217uu 4500
001			0100516232537
003			OSt
005			20190211173743.0
008			101005s2010 xx ||||gr |0|| 0 eng d
100	1		_aFU-KWUN, Wang _942507
245	1	0	_aApplying lean six sigma and TRIZ methodology in banking services
260			_aOxfordshire : _bRoutledge, _cMar./Apr. 2010
520	3		_aService operations now comprise more than 80% of the GDP in the United States and are rapidly growing around the world. The cost to maintain and service an application is typically more than the initial purchase price. The revenue growth potential of improving the speed and quality of service often overshadows the cost reduction opportunities. The Lean Six Sigma approach is a popular methodology to improve the business opportunities in customer satisfaction, cost and process speed for manufacturing. In this study, we attempt to extend the Lean Six Sigma approach to a broader application in the service industry and integrate TRIZ methodology to enhance the traditional techniques of Lean Six Sigma. Theoria Resheneyva Isobretatelskehuh Zadach (TRIZ) is an effective method for analysing customer needs and developing innovative solutions to meet those needs. A sample problem of the banking service is used to demonstrate how TRIZ can be applied to a real-world problem while in a Lean Six Sigma DMAIC process. The results show that the application of Lean Six Sigma methodology with TRIZ performs effectively in the improvement of banking services
590			_aVolume 21
590			_aNumbers 3-4
700	1		_aKAO-SHAN, Chen _942508
773	0	8	_tTotal Quality Management & Business Excellence _g21, 3-4, p. 301-316 _dOxfordshire : Routledge, Mar./Apr. 2010 _xISSN 14783363 _w
942			_cS
998			_a20101005 _b1623^b _cDaiane
998			_a20101006 _b1741^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c36690 _d36690
041			_aeng