Kirjahaku

Though the term sounds general, "operational optimization" actually consists of several clearly defined tools that must be used together to be successful. Product and process analysis, mental Division of Labor, and knowledge base building must all be properly applied to yield increased profitability, improvements in product quality, and a more robust knowledge base. Optimize Your Operation presents these vital tools using entertaining, easy-to-understand stories that speed the learning process. These stories encompass the lessons that will allow a businessperson to radically improve a department, a division, or an entire company.A story about biscuit baking in Grandma's kitchen explains why process knowledge is the surest way to improve product quality. A Walkabout(R) Dependency Diagram is included with this book to jumpstart a company's product and process data gathering. Mental Division of Labor and decision-making skills are taught using stories set at a candy factory. Mental Division of Labor is the best way to assure the proper person, using the proper information, makes the best decisions for the company. Knowledge base building and linking practices are explained throughout the book, since a well-developed knowledge base is the most important component for refining existing products and developing innovative, new products. Optimize Your Operation is based on the author's popular "Manager of the Future" seminars. His successful "lesson within a story" approach has helped Fortune 100 companies throughout North and South America to improve their products, increase their profitability, and to remain competitive in quickly shifting markets.

Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma's use in the service sector is harder to visualize. If we don't understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use. (From Chapter Two: Why Sigma?)So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma's role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operations and their managers, decision-making for the five call center types, and the difference between responsibility and accountability in the call center.