Acknowledgments.

Introduction.

Chapter 1: Customer Service and Satisfaction.

Typical Tools and Methodologies.

Notes.

Selected Bibliography.

Chapter 2: Overview of Six Sigma.

Q and A.

Notes.

Selected Bibliography.

Chapter 3: DMAIC Model.

Define.

Measure.

Analyze.

Improve.

Control.

Selected Bibliography.

Chapter 4: Design for Six Sigma.

Define.

Characterize.

Optimize.

Verify.

Special Note.

Notes.

Selected Bibliography.

Chapter 5: Project Management.

Project Management for Black Belts.

Team Management.

Change Management.

Orientation.

Strategies for Reviewing and/or Presenting Projects.

Selected Bibliography.

Chapter 6: Six Sigma and Statistics.

Deductive and Inductive Statistics.

Stages of a Sample Study.

Measurement.

Statistical Tools Used in the Six Sigma Methodology.

Notes.

Selected Bibliography.

Chapter 7: Roles and Responsibilities.

Roles and Responsibilities in a Typical Six Sigma.

The DMAIC Model.

Generic Areas for Possible Project Selection.

Areas for Possible Project Selection in the Financial World.

DCOV Model.

Selected Bibliography.

Chapter 8: Six Sigma and Transactional Business: Service Industries.

Why Six Sigma in Transactional Business?

The DCOV Model.

Why DFSS in Transactional Business?

Typical Areas Where Six Sigma May Be Beneficial in the Service Industry.

Project Priority Hierarchy.

Deployment of Six Sigma in Transactional Business: Service Industries.

Note.

Selected Bibliography.

Chapter 9: Implementation Strategy, Training, and Certification.

Six Sigma DMAIC Implementation Strategy.

DCOV Implementation Strategy.

Training.

Typical Cost.

Certification.

Notes.

Selected Bibliography.

Appendix A: Common Abbreviations in Six Sigma.

Appendix B: Core Competencies of Six Sigma Methodology.

Glossary.

Selected Bibliography.

Index.