1. Chapters
1.1. LSS for Strategic advantage
1.1.1. 1 ROI for LSS
1.1.2. 2. Getting faster to get better
1.1.2.1. Need
1.1.2.1.1. Lean
1.1.2.1.2. Six Sigma
1.1.2.2. Success story 1
1.1.2.2.1. Lockheed Martin
1.1.3. 3. Seeing services through your customers eyes
1.1.3.1. Success story 2
1.1.3.1.1. Bank one
1.1.4. 4. Executing corporate strategy with LSS
1.1.4.1. Success story 3
1.1.4.1.1. City of Fort Wayne, Indiana
1.1.5. 5. The value in conquering complexity
1.1.5.1. Success story 4
1.1.5.1.1. Stanford Hospital & Clinics
1.2. Deploying LSS
1.2.1. 6. Phase 1: Readiness assessment
1.2.2. 7. Phase 2: Engagement
1.2.3. 8. Phase 3: Mobilisation
1.2.4. 9. Phase 4: Performance & Control
1.3. Improving Services
1.3.1. 10. Service Process Challenges
1.3.2. 11. Using DMAIC
1.3.3. 12. First wave service projects
1.3.4. 13. Raising the stakes in service process improvement
1.3.5. 14. Designing world-class services (design for Lean Six Sigma)